How to chat with members and handle support tickets as an admin
Use Fitnexa Messages to chat one-to-one with members and staff, and Tickets to track complaints and requests with a priority, assignee and internal notes.
Messages has two tabs. Messages is live chat with members and your team. Tickets is for issues that need tracking until they're fixed — a broken treadmill, a billing question, a complaint about the changing room.
Step by step
Start a chat
Click Messages in the left-hand menu. On the Messages tab, click New, choose the person in Start a conversation, type in Type a message… and send.
In the Admin menu, select Messages.
- Messages (select this tab)
- Tickets
Create or pick up a ticket
On Tickets, members' tickets appear in the list. To log one yourself, click New ticket, fill in Subject, Category, Priority and Description, and click Create ticket.
Work the ticket
Open a ticket to change its status, assign it to a team member and reply. Use Internal note (not visible to the member) for notes only your team should see. Admins can also delete tickets.
Common questions
Can members see internal notes?
No. Anything added as an Internal note (not visible to the member) is only visible to your team.
How do I get help from Fitnexa itself?
Use More › Fitnexa Support. Tickets in Messages are between you and your members.