Support
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 Notice an edit needs made to this member. Click 1: Click the link ...
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. Here is how Click Ready for Processing to view only support tickets & applicaton that need attention. Here is ...
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". Here is how 1. Click RESOLVE. or 2. Click SYNC WITH POOLPASS. Then sync the support ticket similarly to how you ...
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, you can easily access the original submission and do not need to search for it. Here is how Click the original link. Why do this? Facility Managers may place the ...
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. Here is how 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 ...
How to ADD a patron to an application
Overview There are times a processor 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. Here is how The existing ...
How to UPDATE a household AFTER the application has been processed.
Overview PROCESSED applications can only be processed once. To provide patron support, open the membership in the PoolPass software. Here is how to easily open the membership in Pool Pass 1. Click the eye icon 2. Click Open In PoolPass Related ...
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. ...
How to EDIT a pool application
Overview There are times a processor will need to edit a pool application or "fix" a pool application. While providing patron support you may need to upload a new picture, correct a typo, change a DOB, etc. Here is how 1. Click the clipboard ...
How to re-mail a set of pool passes?
Overview We use the United States Postal Service to deliver swimming pool passes. Generally, passes arrive within a few days of being approved. If passes are not delivered within ten (10) days of the request, our company will provide the household ...