Knowledge Base
Client Support
Client Support
Recent Articles
How to submit a ticket in the Helpdesk
Where our Client Support Knowledge Base does not quite hold the answers you need or you require actions from us, you can submit a ticket to our Client Support team. 1. Use the link here, click the 'Submit a ticket' button found at the bottom of every ...Submitting and Approving Appeals in the Hub
1. In the Inbox, choose the audit you want to appeal. 2. Click "Appeals" 3. Select an approver from the dropdown. 4. Choose the questions you want to appeal. 5. Add the appeal reason in comment box and post the comment. 6. Add any attachments as ...About: Guest communications
When a guest opts into being contacted at the end of your guest feedback survey you will be able to respond to them directly via the Hub. Benefits Tracking responses & response times You will be able to track all guest communications and see all past ...About: Tasks
We've made it easy to create and assign tasks, so that you can do more than just view results. Benefits Practice continuous improvement Quickly and easily create a task against any mystery visit, guest feedback or online review in The Hub, via the ...How to: integrate with TrustPilot reviews
We can capture TrustPilot reviews immediately upon setup, but if you have a paid tier TrustPilot account by integrating your TrustPilot account you can respond to the reviews directly in platform. Here's what you need to do: The person who has access ...
Popular Articles
About: Types of audit available
Assessments are carried out by mystery guests who have been briefed by us. But there are several different types. Here's how they are handled in The Hub: 1. VISIT ASSESSMENTS. The most common type, and therefore usually the default. A mystery guest ...How to: respond to guest feedback
Respond to your customers directly from The Hub after they’ve left you survey feedback. What are the benefits? Streamline communications Using HGEM’s Hub, a user can view their feedback data and respond to guests within the same inbox rather than ...About: supported review platforms
The following channels are currently available: Google TripAdvisor Facebook OpenTable (excludes reviews with no comments) The Fork (previously Bookatable) DesignMyNight Yelp Booking.com (excludes reviews with no comments) Expedia Travelocity ...How to: integrate Facebook reviews
In order for us to access Facebook results and bring them into The Hub, we need clients to give us content rights for the Facebook page. Here's how to set this up: You may already be using the Meta Business Suite, but we know that many people have ...How to: integrate Google reviews
We can capture Google reviews immediately upon setup. But there are some advantages to arranging a deeper integration. The benefits are: Reviews will come through more regularly (as often as we update The Hub - currently a few times a day but ...