Customer service
The Customer service menu helps you manage all customer-related interactions: collecting feedback, managing your online reputation across external platforms, processing refunds, and managing membership cancellations.
Notification badges: When you have unread feedback, a badge appears on the Customer service menu. Check regularly to stay on top of customer interactions.
Chatbot: Chatbot conversations are no longer in this menu. Access them from Chatbot, a separate item in the main sidebar.
Accessing customer service
From the Fanz dashboard, go to Customer service in the main sidebar.
Who can access
| Role | Feedback | Online Reputation | Refunds | Membership Cancellations |
|---|---|---|---|---|
| Owner | Full | Full | Full | Full |
| Administrator | Full | Full | Full | Full |
| Producer | Assigned events | Assigned events | Assigned events | — |
| Analyst | Assigned events | Assigned events | — | — |
| Membership Admin | — | — | — | Assigned plans |
Available tabs
The Customer service menu has 4 tabs:
| Tab | Purpose |
|---|---|
| Customer feedback | View and manage reviews from event attendees |
| Online Reputation | Connect external review platforms (Google, Facebook, TripAdvisor, Yelp) and distribute feedback requests |
| Refunds | Process and track refund requests |
| Membership cancellations | Handle membership plan cancellations |
Related articles
- Customer feedback — Collect and analyze reviews from attendees
- Online Reputation — Connect review platforms and distribute feedback requests
- Refunds — Manage refund requests from customers
- Membership cancellations — Track why members unsubscribe
Owners and Administrators have full access. Producers and Analysts can access Customer feedback and Online Reputation for their assigned events only.
Yes, by default. We send a review request email one day after the event to all purchasers with validated tickets. You can disable this in Customer feedback settings.
When you have unread customer feedback, a badge appears on the Customer service menu. This helps you stay on top of customer interactions without checking manually.
Chatbot conversations are managed from Chatbot, a separate menu in the main sidebar of the dashboard. From there you can review chats, train responses, and capture leads.