Add Ticket - Web

Create Guest Request or Internal Request tickets from anywhere in ALICE. Use the Ticket tab to view a list of all tickets by date and time, or by specific search/filter criteria.

User Type & Roles

To perform this action in ALICE, the user must have at least Employee User Type access.

The user must also have the following settings within “Roles” enabled”

  • Access to “Ticket List” tab.

  • Access to “Add” Tickets.


Consider also granting access to “View”, “Edit”, “Close” and/or “Assign” Tickets depending on the tasks each user will be responsible for performing.
Users with “View” access will also receive notifications for unassigned tickets.

Things to Consider

  • Guest Requests and Internal Requests can be initiated by typing quick keys “g” or “i” on the keyboard from any screen in ALICE. Additional quick keys can be configured for commonly used Services. Review “Add Favorites and Quick Keys” to learn more.


  1. Select “Guest Request” to initiate a ticket associated with a guest reservation or, select “Internal Request” to initiate a staff-to-staff ticket.

  2. Select a “Service” from the dropdown. The Service selected will produce additional Service Options (or ticket fields) relevant to the type of ticket.

  3. Enter information into the ticket fields.
    Guest/Location - Add the associated guest or the location associated with the ticket request. Review “Add a Guest Reservation from a Guest Request” to learn more about adding a guest reservation on the fly,
    Special Info - Add any additional information that may assist with completing the ticket.
    Internal Notes - Keep a running record of staff communication in Internal Notes.

  4. Add a Reminder if needed.

  5. Select Save to open the ticket.