Support
How to ESCALATE an application to AGS
Overview If you are unable to resolve a member's application, you may ask AGS for help. Click the gear icon. Click Escalate to AGS. Write a note. Let us know how we can resolve this application.
Tip: Open the membership in PoolPass when resolving a support ticket.
Overview If a member clicks the "CLICK HERE to open a new support ticket" link, you can easily access the membership in pool pass. This requires 2 clicks. Here is an example How to edit this member Click 1: Click the link to the original application. ...
Tip: Adding a patron to a household
Overview A common support ticket is a patron wanting to add a family member to their household. To resolve this inquiry quickly, sync the support ticket with Pool Pass. Here is an example Notice this member is adding a patron. Click Sync with ...
Tip: Open support tickets using the link in an email notification
Overview When support tickets are submitted by a member, the community's admin is sent an email notification. Click the link in the notification email.
How to VIEW support tickets
Overview Support tickets appear in the application portal alongside regular applications. They are identified by the support icon: ?!. There are two ways to find a support ticket: sort or search. How to sort for new support tickets Click Ready for ...
How to RESOLVE a support ticket
Overview There are 2 ways to resolve a support ticket. Once resolved, the support ticket's status changes to green "Processed". RESOLVE or SYNC 1. Click RESOLVE. or 2. Click SYNC WITH POOLPASS. Then sync the support ticket similarly to how you would ...
Tip: Open the original application when resolving a support ticket.
Overview If a member clicks the "CLICK HERE to open a new support ticket" link in the application confirmation, you can easily access the original submission and do not need to search for it. Link to the original application Click the original link. ...
How to ESCALATE a support ticket to AGS
Overview If you are unable to resolve a member's support ticket, you may ask AGS for help. Click the gear icon. Click Escalate to AGS. Write a note. Let us know how we can resolve this support ticket.
How Support Tickets Work
Overview The application portal also has a support ticket system. Support tickets are an easy way to resolve patron inquiries. How do patrons submit support tickets? 1. By clicking a link in their application email. 2. By clicking a link on their ...
How to ADD a patron to an application
Overview There are times when you will need to add a patron to an application. Unfortunately, you can't add a patron to the existing application. You can add the patron to the household directly in the database. Adding a Member to your database The ...
How to UPDATE a household AFTER the application has been processed.
Overview PROCESSED applications can only be processed once. After an application has been processed, there are two ways to edit their information. You can edit them directly in PoolPass, or through the Application Portal. To learn how to edit ...
How to FIX a picture
Overview There may be times when an applicant does not upload a picture that meets your community guidelines. You can edit the picture or upload a new picture. You can do this while you are processing an application or providing patron support. Edit ...
How to EDIT a pool application
Overview There are times a processor will need to edit a pool application or "fix" a pool application. For example, the application had the wrong address. You may also edit other information, upload a new picture, correct a typo, change a DOB, etc. ...