Utilize MOP Knowledge Base & Ticket Platform
MOP Support is a tremendous resource for Clients/Subscribers to MOP. This article will give you an overview of its contents and how to best utilize its resources. Our goal is to provide you with an easy access point to get help when needed and to give you a library of information that is EVERYTHING MOP!
Home Page - help.vmmop.com
The home page is your starting point. The primary areas are as follows:
- Access to the User Account: Sign Up/Sign In.
- Search the knowledge base or navigate manually through it.
- Submit a ticket.
Sign In - Sign Up
To access the full benefits of the site, we invite you to Sign Up and create your own user account. While you are still able to access and research articles without signing up, enrolling will ensure your assistance request gets routed in the most timely manner. You will also be able to see status updates on your ticket submissions and add additional notes or information as well.
The sign-up process includes an email to confirm the registration. This email might drop into your spam/junk folder... make sure you check there if you do not see this email in your inbox.
Once in "Your Area", you can track all your ticket activity:
Create a new ticket
1. Click Add a Ticket.
2. Complete the form - Subject, Description and any screenshot attachement you can add: What Information to Provide in a Ticket to Speed Up its Follow-Up and/or Resolution?
No more waiting "on hold" on the phone to talk about the issue, it's already on record as soon as you submit the ticket.
Knowledge Base
The MOP Knowledge Base has 7 main topic headings and each has a varying amount of categories underneath:
- General: Areas that are not necessarily specific to any one department.
- Admin: Covers areas of MOP that are primarily managed by the Site Admin (GM or Ownership).
- Tasks: Various types of tasks - from cleaning to maintaining to taking care of a special request.
- Housekeeping: All things relating to the Room Attendant and the Housekeeping Supervisor.
- Maintenance: Work orders, preventive maintenance, and general maintenance topics are found here.
- Integrated PMS: specific informations and processes linked to PMS integrated with MOP.
- FAQs - Frequently Asked Questions (keep them coming! that is how we improve).
- Spanish Videos: Videos of various functions in MOP but the narrative is in Spanish.
Article Search
The Knowledge Base is a wealth of information. The search engine can help you find articles on what you need to refresh your memory and/or to train your team on a particular task or process in MOP.
There are two access points in the Site to search articles, the Home page and the other is available after you select Knowledge Base.
Each article has been assigned "tags" or "keywords" to help users with their search. You may have heard the term "Less is More". When it comes to tags or keywords, the user must keep that simple phrase in mind. Be very specific with words to help you with your search. Again, less is more. If you type in a sentence to search, every word may produce many articles individually.
Please let us know how we can better support you at university@visualmatrix.com.
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