Ticketing | EZee Assist

Ticketing

One place to ask HQ for anything. It finds the right team on its own.

A franchisee raises a ticket by asking, in Teams, Slack, or SMS, wherever they already are. It gets classified, routed to the department that owns it, and tracked until it closes.

STORE #214 · OWNER · 10:04AM

I want to run a joint promo with the gym next door. Can someone at HQ approve it?

Partner promos need a person. Marketing owns the approval and Legal checks the terms. Want me to raise it for you?

Yes please.

Raised as #4471. Marketing has it, Legal is notified, and your location, spend to date, and the co-promotion policy are already attached.

TRACKED UNTIL IT CLOSES

Before a franchisee can ask for help, they have to know who owns the answer.

So the question goes to whichever inbox they remember, or to their coach’s mobile, where it leaves no record. Nobody at HQ can say how many requests are open right now, or which department is the bottleneck.

ONE REQUEST, SIX WEEKS AGO
“I want to run a promo with the gym next door.”

Emailed marketing@, no reply for three days
Asked the coach instead
Coach forwarded it to Marketing
Marketing said Legal needed to see it
Legal asked which entity signs
Approved two weeks later

WHERE REQUESTS LIVE TODAY

Every request lands in one queue, already classified, owned, and timed.

Watch #4471 arrive. It gets read for what it actually is, routed to the department that owns it, opened with the location’s context already attached, and closed with a rule that stops the next nine.

64open across HQ
9 departments covered

TICKET REQUEST LOCATION OWNER SLA

# Status Subject Type Location Owner SLA
#4471 NEW Approval to run a joint promotion with a neighbouring gym CLASSIFYING PARTNER PROMO LEGAL REVIEW #214
#4470 ONGOING POS will not take the new discount code SYSTEM ACCESS #118 East territory RK
#4468 ONGOING Equipment down, need the approved service vendor EQUIPMENT #263 North territory MO
#4465 ONGOING Royalty invoice does not match my P&L ROYALTY #052 West territory AB
#4462 ONGOING New hire needs training access before Monday ACCESS #402 West territory JC
#4459 CLOSED Approval to sponsor a local minor hockey team LOCAL MARKETING #331 West territory PN
#4455 CLOSED Second unit enquiry for the Riverside area RESALE #087 East territory SV

#4471 · RAISED 10:04AM

Store #214 Joint promotion with a neighbouring gym

GATHERED BEFORE ANYONE OPENED IT
✓Store #214 · West territory · Dana R. is the coach
✓Local marketing spend YTD and remaining budget
✓Two similar partner promos approved in the last year
✓The brand's co-promotion policy, current version

RESOLVED IN 4 HOURS
Priya approved with the standard partner terms. Legal cleared the entity question in the same thread. Published as a standing rule. Prevents about 9 tickets a month.

Raised

By asking, in Teams, Slack, or SMS

Triaged automatically

Machine learning reads what it actually is

Owned

By the right team, on a visible clock

Closed and trained

The resolution answers the next one

All departments. Only one thing a franchisee has to remember: simply ask.

Every department at HQ is covered, not just support. You set which team owns what once, and every request after that follows it.

Departments

Analytics across every team, and a content health report that tells you what to write next.

Volume and response times by team, the requests that keep coming back, and where your material has a gap.

WHAT KEEPS COMING BACK · LAST SIX MONTHS

WRITE THIS ONCE, AND IT STOPS ARRIVING

A standing rule on partner promotions − 9 a month
A refund policy that covers tenure − 7 a month
POS discount troubleshooting steps − 6 a month
Lease renewal FAQ with your standard terms − 5 a month
After the partner promo rule was published, the same request came 14 times and 12 answered themselves.

Tell us where your franchisees’ requests go today.

We’ll show you the same week in one queue, classified and owned, with the five rules that would have stopped half of it.