Support

Ticket Portal

The PodPlay Customer Success team uses a dedicated ticketing portal to track support requests, feature requests, and ongoing issues. The portal gives you visibility into every ticket you've submitted: open, in review, and resolved.

Submit a Support Ticket

Submitting a Support Request

You can either use the Ticket Portal or you can email support requests to [e-mail]. If you want to track your tickets, use the Ticket Portal.

For any Client on the Autonomous+ tier, requests submitted through Slack are not tracked in the portal. Our internal team monitors Slack, and for anything requiring a formal record or follow-up, submit through the portal or email.

Tracking Your Tickets

Once logged in to the Ticket Portal, you will see:

• Open tickets — requests currently being worked on
• In review — tickets under evaluation by the Customer Success team
• Completed — resolved requests from previous submissions

The portal only tracks requests submitted directly through the portal or via email. Slack messages (for those on the Autonomous+ tier) and emails sent to [e-mail] are not reflected in your ticket history.

Why should I use the Ticketing Portal?

Each ticket submitting through the portal is available for you to track. Visible information includes: previous tickets submitted, tickets in review, and completed tickets. If you email [e-mail] instead of submitting a ticket through the portal, you cannot track the submission later on.

Alfie, the PodPlay AI

If you want to receive an immediate response, contact Alfie the PodPlay AI.

Alfie is the support AI integrated into the Dashboard (and in Slack), designed to assist Admins with setting up programming, understanding how to leverage system functions, and navigate the Dashboard.

Alfie was developed to provide Admins with instant access to the entire documentation center (you're in it!), thereby enhancing the speed and efficiency of our support. It is continuously running and learning from new articles, so Alfie is always up-to-date.

How can I engage with Alfie?

Admins can easily ask Alfie questions by toggling the gray [?] button located in the bottom left corner of the screen.

Once clicked, a small window will appear.

By clicking on this “Ask Alfie” option, a text box expands and offers the Admin an opportunity ask questions about PodPlay system functionality.

Wait for Alfie’s response as it gathers the proper information. Then use the information Alfie provides to complete an action in the Dashboard, or ask Alfie a follow-up question for more information.

If you're finished chatting with Alfie, click on the small [X] in the top right of the Alfie window. This will minimize Alfie’s chat box from view so that it becomes invisible again.

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Alfie is also inside of joint Slack channels, available to answer any questions by tagging @alfie and asking a question.

Clients on the PodPlay Pro plan or higher are offered a joint Slack channel to increase ease of communication during hardware installation. If you do not have a joint Slack channel and are on the Pro/Autonomous tier, please contact your CSM for assistance.

When does Alfie not help?

When you ask Alfie a question and there's no article I the documentation center, Alfie will not be able to assist. You also won't be able to ask Alfie to accomplish things for you within the Dashboard, he is only a guide for how to use the system.

FAQs

Are you in a circular loop during sign-in?

This article details a circular signup and sign-in loop and how to resolve it.

What is a bug?

Every software system in the world has bugs because no system is perfect. If you happen to find a bug in the PodPlay system, we encourage you to notify the Customer Success team.

What if my issue is not a bug?

When you reach out to the Customer Success team:

• Describe what is blocking you from accomplishing your objective
• Explain the objective you are trying to accomplish
• Ask how the system currently accomplishes said objective

The Customer Success team will then:

• Investigate the potential bug
• Attempt to replicate the issue
• Share any bugs found with our developers
• Follow up with you to share a workaround for the situation
• Track the issue and follow-up with you when it's resolved

What if I want a new feature?

If you want to see a new feature in PodPlay, this is called a Feature Request (FR). Each FR is weighed against other FR to ensure the developers building the system stay focused, effective, and efficient. We lean toward building platform features that service all of our Clients, not custom logic that apply to only a handful of Clients.

Where is my issue tracked?

If you submit a ticket through the portal, you can track the issue or request within the portal every time you log into the system.

• If you had submitted a bug: it will be resolved once the Customer Success team has identified and rectified the issue.
• If you have submitted a request: the Customer Success team will resolve the ticket once we have begun to track it in our internal project management system. Feature Requests (FR) are organized by priority and urgency. Some FR are more valuable, making a more significant impact (these receive a higher priority). If you don’t know how the FR would work, and you know the objective you want to accomplish, your PodPlay CSM will strategize with the PodPlay Developers to solidify a resolution.

What is a workaround?

A workaround is a flow that achieves an objective with a different tactic or function in the system. The PodPlay system is dynamic and flexible, so if you don’t know how to achieve some objective, look through our documentation here for the answer. If you still cannot understand how to achieve your objective, ask the Customer Success team for help.

What if my Feature Request (FR) is very important?

Please let the Customer Success team know the priority and urgency of your FR. If there is a viable workaround you are unaware of, they will show you the workaround flow and you can create an SOP for your staff. You can use this workaround until your FR is created. If you don’t know how the FR would work, and you know the objective you want to accomplish, the Customer Success team will speak with a CSM to strategize on a workaround.

Why was my request not immediately created?

We receive many new ideas every week and must focus on creating the most significant impact and value-add with every Feature Request (FR). Every new FR is a trade-off for another FR because the team can only work on a few requests at any given time.

What is a Customer Success Manager (CSM)?

The PodPlay CSM is your onboarding facilitator, your PodPlay coach, and your business strategist. Each CSM is a subject matter expert on the PodPlay system and sport venues. The PodPlay CSMs are available for you to speak with when troubleshooting the system, discussing feature requests, and coordinating new location openings.

It is strongly suggested that if you’re facing any issues with the PodPlay system, you immediately bring your concerns to your CSM for support. They are the one-stop-shop for all things PodPlay related.

What is a knowledge base?

A knowledge base is a location where loads of specific information are stored. You are inside of one right now, PodPlay’s knowledge base! A knowledge base is sometimes called a knowledge center, help center, FAQ page, Company Wiki, or a documentation center.

If you want additional articles published that detail workarounds or unique edge cases in this documentation center, ask the Customer Success team for assistance.

If you want to create a knowledge base for your Customers, we are currently using Gitbook. It is very easy to use and you need no technical skills to begin.

Service Level Agreements (SLAs)

The design and infrastructure of the PodPlay system pushes a Club’s Customers to enjoy their time playing rather than being sucked into an app. With more Customers playing and spending less time on the App, PodPlay can offer a premium service to every Club backed by an experienced and world-class Customer Success team.

The same SLAs are offered to all Clubs (also in every MSA/SOW), and the response time has never exceeded levels!