Help, customer portal and callback service

Even if you have received a thorough introduction to a tool, you may still occasionally find yourself at a loss and need professional support. At happyhotel, you have five different ways to contact us.

Good to know: Regardless of which channel you use to contact us, your request will always be recorded as a ticket in our system and handled by a member of our team. The channel you choose does not affect the processing speed. What helps us most is a detailed description of your request, including all relevant information and screenshots wherever possible.

1. Knowledge database: The first place that will provide you with a clear and detailed answer to your questions is our knowledge database. We have endeavoured to answer all possible questions in as much detail as possible. You can find an explanation for each function in the knowledge database, which will answer most of your questions. I'll show you how to access our knowledge database here:

a. How to open the Knowledge Base

1. Open the happyhotel Dashboard.
2. Click Help in the bottom-left corner.
3. In the Help & Support section on the right, click Knowledge Base.
4. The Knowledge Base opens.

b. How to search for an article

1. Click in the Search for answers field.
2. Enter a relevant search term, for example, “closure periods.”
3. Select the appropriate suggestion or search result.
4. The help article opens. Read the explanation and the information provided there.

Tip: Use specific search terms whenever possible, such as the name of a function, view, or displayed message.

2. Customer portal: If you have a concern, you will receive the best and most detailed help on our customer portal. We would of course be delighted if you could explain your request in as much detail as possible, perhaps even with screenshots. How to use our customer portal:

a. Open the Customer Portal

1. Open the happyhotel Dashboard.
2. Click Help in the bottom-left corner.
3. In the Help & Support section on the right, click Customer Portal.
4. The Customer Portal opens.

b. Create a support ticket

1. Click Submit a support ticket in the top navigation.
2. Complete the form:
   • Email: Your contact email address
   • Company name: The name of your company or hotel
   • Problem: A brief description of the issue
   • Message: Detailed information about your request
3. If needed, attach files. Click Choose file and select, for example, a screenshot or another helpful file.
4. Check your information.
5. Click Send.

After submitting the form, a confirmation message appears. A member of the support team will process your request. You can then track the status of your ticket in the Customer Portal.

c. How to describe your request effectively

If possible, include the following information in your message:

• What exactly would you like to achieve?
• In which area or feature does the issue occur?
• Which steps have you already taken?
• Which message or result is displayed?
• Which hotel or property is affected?
• Which screenshots or files would help the support team understand the issue?

d. Track the status of a support ticket

1. Open the Customer Portal.
2. Click Tickets in the top navigation.
3. In the ticket overview, you can set the view to My tickets and the status filter to All.
4. Find the relevant ticket in the list.
5. Click the ticket entry or its displayed status to open the ticket details.
6. In the detail view, you can see the information about your request, the current status, and the previous communication.

e. Reply to a support ticket

1. In the Customer Portal, open the relevant ticket under Tickets.
2. In the detail view, scroll to the Write a reply field.
3. Enter your message.
4. If needed, attach a file.
5. Click Send.

Your reply will be added to the existing support ticket. You do not need to create a new ticket for follow-up questions.

3. Live chat: Do you have a request that needs a fast response and would like to contact us more quickly? Then our live chat is exactly the right way to go. Follow the steps in the video to join our live chat:

How to open the Live Chat

1. Open the happyhotel Dashboard.
2. Click Help in the bottom-left corner.
3. Enter your request in the Live Chat on the right-hand side.

4. Callback service: You can also easily reach us by phone.

Support line:  +44 7426 927642 

Roomie, our AI agent, takes your request 24/7 by phone and passes it on to our team so we can get back to you as soon as possible. 

5. Email: You can also contact our support team by email at support@happyhotel.io. Please describe your request as thoroughly as possible and include all relevant information and screenshots, if available. This will help us get back to you more quickly.