# 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

- marketing@ a shared inbox
- it@ a shared inbox
- legal@ one person's inbox
- realestate@ a shared inbox
- coach's movil no record
- the portal form nobody uses it

## 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 | West territory | PNDL | Marketing | 2 business days |
| #4470 | ONGOING | POS will not take the new discount code | SYSTEM ACCESS | #118 | East territory | RK | IT | 4 hours left |
| #4468 | ONGOING | Equipment down, need the approved service vendor | EQUIPMENT | #263 | North territory | MO | Operations | 6 hours left |
| #4465 | ONGOING | Royalty invoice does not match my P&L | ROYALTY | #052 | West territory | AB | Finance | 1 day left |
| #4462 | ONGOING | New hire needs training access before Monday | ACCESS | #402 | West territory | JC | Training | 2 days left |
| #4459 | CLOSED  | Approval to sponsor a local minor hockey team | LOCAL MARKETING | #331 | West territory | PN | Marketing | closed in 6h |
| #4455 | CLOSED  | Second unit enquiry for the Riverside area | RESALE | #087 | East territory | SV | Franchise Dev | closed in 2d |

## #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
- Operations: Equipment down, supplier issue, staffing crisis
- Marketing: Local promo, asset request, campaign approval
- IT: POS access, system outage, new user setup
- Legal: Partner terms, lease review, trademark use
- Finance: Royalty query, invoice dispute, P&L discrepancy
- Real Estate: Lease renewal, site relocation, territory question
- Training: Certification, course reset, new hire access
- Franchise Development: Resale enquiry, additional unit, territory expansion
- Supply Chain: Order issue, backorder, vendor pricing

## 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
- Partner promo approvals raised 9× avg 6.2 days to close
- Refund tenure exceptions raised 7× avg 1.1 days
- POS discount code failures raised 6× avg 4 hours
- Lease renewal questions raised 5× avg 8.8 days

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.