User Guide

1 What this is

Members send the club questions and problems from Club Volunteers, Team Sheets and Venue Hire. Each one becomes a ticket here, with who sent it, which app and page they were on, and when.

This guide is mostly for the club's admins, who answer the tickets. Members can also log in here to ask a question, give feedback or ask for a refund — see What a member sees.

Ask BlazerBot — the button with BlazerBot's face in the top bar, right after the app's name, or Help → Ask BlazerBot — is, where the club has switched it on, a chat about how Help Desk itself works: type a question and press Enter (or Send), and it answers in a few lines, with a link to the part of this guide it came from. It reads this guide and About the club — what the club is and does, and the season in numbers: players and teams by age group, volunteers by role, the season's dates and venues. Follow an answer up in the same chat until you press New chat or come back the next day. It can't see the tickets, the replies or the refunds, or anybody's details, so for anything about a particular ticket, read the ticket. Say whether an answer helped: Not helpful is how this guide gets fixed. Twenty messages a day each.

Not sure what to ask? Press What can I ask you? on an empty chat — or just ask it — and BlazerBot lists the kinds of question it can answer for you, with examples, and what it can't.

2 Logging in

There's no password. You can log in if you've been added on Users, or if you've paid for a registration in PlayHQ as the account holder.

1. Enter your email and choose Send login code. Choose Mobile (SMS) instead of Email if you'd rather have it texted.
2. Enter the 6-digit code and choose Log in.

If you've added a passkey on your account page, you can choose Sign in with a passkey instead.

3 The ticket list

Tickets in the menu lists every app's tickets, newest first. It opens on New and open.

1. Press a count tile at the top — New, Open or Closed — to show just those. It turns red; press it again to go back to new and open.
2. Type in the search box to find words, a name, an email, a page or a ticket number (#12). The list narrows as you type.
3. Open More filters to tick Status, App, Category (Login, Functionality, Refund Request, Club Feedback and the rest) or Investigate (Needs a look (bug or data), Bug?, Data?, Looked into). Tick as many as you like — the list shows a ticket matching any of them — then choose Apply. Tick all three statuses to see every ticket. Clear all goes back to new and open.
4. Choose a row to open it. A refund request opens on its refund page.

What is on shows under the search box, each with its own × to take it off, beside Showing 12 of 96. The tiles count what the other filters leave, so after View Refund Tickets, Closed shows closed refund requests. A link to a filtered list opens it filtered. Users, Activity and PlayHQ transactions filter the same way.

Look out for Member replied (they're waiting on you) and Couldn't log in · reply by email under a name.

4 A ticket

The left side has what they wrote, any Files sent with it (choose one to download it), and the Conversation. The right side has:

Who

Their name, email, role and user id in the app they used.

Where

The category, app and version, the page (a link to it), when, their browser, and anything else the app sent.

Their other tickets

Anything else they've sent, from any app.

Above the conversation:

• The Investigate list flags a ticket Bug? or Data? to look into, and Looked into once done.
• Assess with BlazerBot adds a note, for admins only, saying what it is, the likely cause, the next step and a suggested reply.

5 New, Open and Closed

New

Nobody has picked it up yet.

Open

Somebody is on it. A reply or note moves a new ticket here.

Closed

Done.

Use the buttons at the top of the ticket. To close one:

1. Choose Close.
2. Write a closing message if you like — what was fixed, or the answer.
3. Choose Close and email them. They're emailed with your message and the conversation so far (never your notes).

Reopen puts a closed ticket back to Open and emails nobody. If the member writes on a closed ticket, it reopens by itself.

6 Replies and notes

1. Type in Add a reply or note under the conversation.
2. Leave Send it to … ticked for a reply: the member sees it and is emailed. Untick it for a note only admins see.
3. Choose Add.

Members answer on their ticket or by replying to the email, and their answer lands on the ticket. If you have new-ticket emails on, you're emailed their answers too.

7 Club feedback

The Club feedback form, at /feedback, is open to anybody, logged in or not — for an incident, an injury, the facilities or any other comment, with up to three photos or PDFs. It is on while Club feedback form is switched on in Features.

Each one arrives as a Club Feedback ticket. Answer and close it like any other. If an incident or injury is reported, the email to admins says INCIDENT in the subject.

8 What a member sees

A member who logs in sees What would you like to do?, with:

• Ask the club a question — choose what it's about, write it, and choose Send to the club.
• Give the club feedback — while the feedback form is on.
• Ask for a refund — while Refunds is on.

My tickets lists everything they've sent from any club app. They open one to read your replies and answer with Send to the club. They never see notes or anybody else's tickets.

9 Refunds

Everything about refunds is under Refunds in the menu, while Refunds is switched on in Features.

How a request arrives

A family asks from Ask for a refund here, or with Request Refund on a Team Sheets team sheet, which brings them straight here. They pick one of their PlayHQ registrations, give a reason and their bank details, and can attach a receipt or medical certificate. If the club has no registration for their address, they type the details instead.

Working a request

1. Choose View Refund Tickets in the Refunds menu, then a request.
2. Read The request, What they paid and BlazerBot's assessment (or choose Assess with BlazerBot).
3. Check What they'd be eligible for: what was paid, less PlayHQ's fees, the admin fee and the rounds played. A figure that isn't set shows as not set and the total is left blank.
4. Tick Refund the whole amount paid, Waive the admin fee or Give the PlayHQ fees back too if you're allowing more; the sum updates. Tick Good will for a refund outside the policy (the family never sees it).
5. If the day they asked is wrong, change it under Asked for on and choose Save; the sum is worked out again. Recalculate reads the round dates again.
6. Search the PlayHQ transactions at the bottom for anybody else you need to check.

Deciding

• Approve: write a message to the family (or choose Draft with BlazerBot and edit it), check the amount, and choose Approve. They're emailed the amount and how it was worked out.
• Deny…: write why, and choose Deny. They're emailed, and the ticket closes.
• Undo approval puts an approved request back, until it's in a payment run in Club Volunteers. Approving again sends another email.
• Re-open puts a denied request back.

Paying

Refunds are paid from Payments in Club Volunteers, along with everything else the club pays. There is nothing to do here.

1. Approve the request. It appears on Payments in Club Volunteers within a minute or so.
2. Pay it there, in a payment run.
3. When the run is marked paid, the refund is marked paid here, its family is emailed, and the ticket closes.

The refund's page, and Tickets, say where the payment has got to: Waiting for Club Volunteers to collect it, Queued for payment in Club Volunteers, In a payment run with its date, or Paid.

• Once a refund is in a payment run you can't undo its approval here. Undo the run in Club Volunteers first.
• For a refund paid another way, use Mark paid on its page.
• A refund with no amount or no bank details can't be paid. They're listed under Refund payment files in the Refunds menu until that's fixed.
• Refund payment files also keeps the bank files made here before, to download. If the bank never paid one and a refund in it is still approved, pay it another way and use Mark paid on its page.

Setting up a season

• PlayHQ transactions: import PlayHQ's transactions export (.csv) under Import and choose Upload. This is what families paid, and it also lets them log in. Import again whenever there are new registrations. Test, beside Upload, reads the file and says what it would do — how many registrations are new, changed or as they were, and anything it would skip — without importing it; the answer is shown under the form and the file stays chosen, so Upload is the next press.
• Refund schedule: pick the season, then fill in Fees (club registration and finals fees) and Admin fees (the date teams were published, and each stage's fee), and save each. Rounds come from Team Sheets — choose Read them again to refresh. Xero codes sets the income account for each programme.

10 Users, Activity and settings

Users

1. Choose Users in the menu.
2. Enter an email, name and mobile.
3. Tick Email them when a new ticket comes in for anyone who should hear straight away, and Can manage users for an admin. Without it, they see the member pages only.
4. Choose Add user. To change or remove somebody, use the ⋮ menu on their row.

Families who log in with their PlayHQ address are added by themselves, marked PlayHQ account holder. To find somebody, type in the search box above the list; Show under More filters narrows it to the people who manage users, work tickets, get new-ticket emails, hold a PlayHQ account or answer as an AGC.

Activity

Activity lists logins, tickets, status changes, replies, refunds and user changes, newest first. Pages people opened are left out — tick Page viewed (or All, page views too) under More filters and choose Apply to see them. Tick as many kinds as you like. The search box finds the person, the kind of event or what happened.

Features and Admin

• Features switches Passkeys, Club feedback form, Automatic triage (BlazerBot assesses new tickets every few hours) and Refunds on and off.
• Offline for an upgrade (read-only), also on Features, is for the hour the club's data is being moved to a new release. While it is on, every page can still be read and carries a red banner saying so; replying, deciding and anything else that would save is refused with a plain notice, a question sent from one of the other apps or a reply by email is turned away to be tried again later, and automatic triage waits. Logging in and out still work, and so does Features, so it is turned off again there. Leave it off otherwise.
• Admin shows whether automatic triage is running. With Refunds on, it also holds the list of addresses copied on every refund decision and the tidy-up jobs for older refund requests.
• Your name in the menu opens Your account, where you can add a passkey while Passkeys is on.