To help the Flexkeeping support team resolve your issue as quickly and efficiently as possible, provide detailed information when you report a problem. Any Flexkeeping user can report an issue, whether you use the Flexkeeping web app or the Flexkeeping mobile app. Report an issue when Flexkeeping does not work as expected or shows missing, incorrect or outdated information, and the issue persists after you update and restart the Flexkeeping app. A complete report with the platform, the property, the user, the room number, the reservation number and a clear description lets the Flexkeeping support team investigate without asking you for more details. If your issue is in Mews Operations rather than in Flexkeeping, go to How to open a support ticket in Mews Operations.

 

In this article, you can learn about:

• How to prepare an issue report for Flexkeeping support

  • What to check before reporting an issue to Flexkeeping support

  • What to include in your report to Flexkeeping support

  • What a screenshot for Flexkeeping support must include

  • Examples of a good issue report to Flexkeeping support

    • Example 1

    • Example 2

 

How to prepare an issue report for Flexkeeping support

Before you send a report to the Flexkeeping support team, check that the issue is not solved by an update or a restart, and then collect the information that the Flexkeeping support team needs.

What to check before reporting an issue to Flexkeeping support

1. On your phone, update the Flexkeeping mobile app from the App Store or Google Play, so that you use the latest version.

2. In the Flexkeeping web app, refresh the browser, so that you use the latest version.

3. Close and reopen the Flexkeeping app.

4. If the issue still occurs, report the issue to the Flexkeeping support team with the information listed in the section What to include in your report to Flexkeeping support.

What to include in your report to Flexkeeping support

To speed up the resolution, include the following information in your report to the Flexkeeping support team:

• Platform: indicate whether the issue occurred in the Flexkeeping web app or in the Flexkeeping mobile app.

• Property: provide the name of the hotel or property where the issue occurred.

• User details: state whether the issue affects a specific user or multiple users. For a specific user, include the username or the user ID.

• Room number: include the room number related to the issue.

• Reservation information: if the issue involves a missing reservation, include the reservation number, also called the reservation ID, if available.

• Issue description: clearly explain what is happening, especially if:

  • The correct information is not displayed in Flexkeeping. Add the correct data that should be displayed.

  • Information appears incorrect or outdated. Add the expected correct data.

  • The issue persists even after restarting the Flexkeeping app.

What a screenshot for Flexkeeping support must include

When you attach a screenshot to your report, make sure the screenshot includes the following:

• The URL, or web address, of the page in the Flexkeeping web app, or the visible elements of the screen in the Flexkeeping mobile app.

• The Flexkeeping version.

• The room number or the section where information is missing or incorrect.

A good screenshot helps the Flexkeeping support team identify and resolve your issue faster.

Examples of a good issue report to Flexkeeping support

The two examples show reports to the Flexkeeping support team that contain the platform, the property, the user, the rooms, the reservation numbers and a clear description of the issue.

Example 1

“In the Flexkeeping mobile app, in property Hotel A, the user maria.smith with user ID 3204 is unable to see the allocated spaces 101, 102, 103 and 104, even after refreshing, logging out and logging back in. The app is up to date. The app has been restarted, and the issue persists. We have created a shake report from her account and mobile device.”

A shake report is the bug report that you create by shaking your phone in the Flexkeeping mobile app. 

Example 2

“In the Flexkeeping web app and the Flexkeeping mobile app, in property Hotel B, the reservation statuses do not match between the property management system, or PMS, and Flexkeeping. Flexkeeping is displaying incorrect data. For example, rooms 101, 102 and 103 are occupied in the PMS, but in Flexkeeping they appear as vacant. The reservation IDs are: room 101 with reservation ID 6374Y484Y, room 102 with reservation ID 4Y8Y534 and room 103 with reservation ID 483975665. In the attachment you find the screenshot from the PMS, where the reservations are displayed, and the screenshot from Flexkeeping, where the incorrect statuses are marked.”

The screenshot shows the attachment described in Example 2: the reservations in the PMS and the incorrect room statuses marked in Flexkeeping. 

 

If you include all of the information listed under What to include in your report to Flexkeeping support, the Flexkeeping support team can investigate and assist you more effectively. Thank you for helping the Flexkeeping support team improve your experience.