How to open a support ticket in Mews Operations

Mews Operations

This article explains how to open a support ticket and track your support cases in Mews Operations.

The Mews Digital Assistant is an AI-powered chatbot which provides support for troubleshooting, general information, how-to instructions and more. You can also use the Mews Digital Assistant to open a support ticket. Click the  Help / Contact us icon to get assistance or to submit a support ticket. The chat opens at the bottom left of your screen and remains open until you finish your conversation with the digital assistant.

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Note
  • You can upload a file to your support ticket. The file must be in .txt, .xml, .jpg, .png, .pdf, .mp4, or .jpeg format.
  • The Mews Digital Assistant sends all email transcripts from a no-reply email. Mews does not monitor this email address.
  • You can open a support ticket for Mews POS by following these steps.

 

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When you open a support ticket, you automatically receive an email with your case number.

In this article, you can learn about:

To open a support ticket

  1. In Mews Operations, click the  Help / Contact us icon on the top right of the screen.

  2. In the chat, select between:

    • Chat with Mews Digital Assistant, to speak with the digital assistant, or
    • Chat with Live Agent, to speak with a support agent.

You can now open a support ticket with an agent or ask the Mews Digital Assistant to open one for you.

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Note
  • When you select Chat with Live Agent, your chat with the Mews Digital Assistant ends and you automatically receive a transcript of the chat via email.
  • If you select Chat with Mews Digital Assistant but wish to speak with a live agent, you can ask to transfer.
  • If all support agents are busy when you have a question, the chatbot suggests opening a ticket for you.

Tracking your support cases

You can view and track all your support cases in the Support Cases page.

  1. In Mews Operations, click the profile icon at the top right of the screen and select Support cases.
  2. Each case shows its current status: In Progress, Waiting for customer, or Closed.
  3. You can reply directly to open cases, closed cases are read-only.
  4. Admins can see all cases submitted by anyone at their property; other users see cases linked to their email address.
  5. You can learn more in Support cases in Mews Operations.

You can learn more about how to use the Mews Digital Assistant in our help article How to use the Mews Digital Assistant in Mews Operations.

 

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