Private - Weekly Support Team Meeting Updates 2026

 

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Firefly Support Weekly Agenda – Week of 9/30

👥 1. Team Availability

• Jessica PTO- Wednesday 9/30/26
• Leeza Dr- Friday 10/2
• Leeza Dr. Tuesday 10/6

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🛠️ 2. Product & Development Updates (via Krystal)

📅 Release Update

• No update yet this week, the release was pushed back due to the Canadian holiday. Planned for Thursday

🔄 Dev Ticket Review

• Please review your Waiting on Us and Fix Implemented dev tickets to make sure everything is up to date.

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📈 3. Ticket Volume & Trends

Average Time to First Response

Average Time to Close

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🌟 4. CSAT & Client Feedback

30 submissions:

• Positive CSAT (28 submissions)

  • Customers consistently praised fast, friendly, and professional support.
  • Several comments highlighted the team’s knowledge and clear explanations.
  • Customers appreciated feeling heard and taken seriously, especially with more complicated issues.
  • Positive feedback also called out patience and guidance, helping customers feel more confident using Firefly.

• Passive CSAT (2 submissions)

  • One customer was dissatisfied with existing software functionality, specifically the timing of charge notifications, and wanted notifications sent immediately after a charge is created.
  • Another customer was frustrated by the wait for a Development fix to a reporting bug, rather than the Support experience itself.
  • Overall, passive feedback was tied to product functionality and Development timelines, rather than Support service or handling.

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📖 5. Most Viewed KB Articles

Most Viewed KB'S

 

Highest Avg Time Spent KB's

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🤖 6. Flint Chats

Chat Feedback Trend

• In-person policy signatures: Flint provided clear steps for having guests electronically sign policies through the Guest Portal while on-site.
• Changing reservation amounts: Flint explained how to manually adjust reservation charges and provided relevant documentation.
• Viewing the full guest waitlist: Flint provided troubleshooting steps for viewing all waitlist guests, including clearing filters and confirming the correct page.

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💬 7. Open Discussion

 

 

END MEETING

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Firefly Support Weekly Agenda – Week of 9/23

👥 1. Team Availability

• Adrienne PTO- Friday 9/25
• Leeza Dr Appointment- Tuesday 9/29/26 (out at noon)
• Jessica PTO- Mon 9/28/26 & Wednesday 9/30/26
• CA Holiday- Wednesday 9/30

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🛠️ 2. Product & Development Updates (via Krystal)

💳 POS Discounts

• POS Discounts was released this morning.

🔄 OTA Channel Manager – Unit Sync Issue

• Corrected an error that could result in “Error all units failed to add to channel.”
• Jen's HS Ticket

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📈 3. Ticket Volume & Trends

Average Time to First Response

Average Time to Close

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🌟 4. CSAT & Client Feedback

18 submissions:

• 15 promoter
• 2 passive
• 1 detractor- Park Guest

 

Updated scores excluding guest feedback

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📖 5. Most Viewed KB Articles

Most Viewed KB'S

 

Highest Avg Time Spent KB's

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🤖 6. Flint Chats

Chat Feedback Trend

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💬 7. Open Discussion

 

 

END MEETING

 

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Firefly Support Weekly Agenda – Week of 9/16

👥 1. Team Availability

• Leeza Dr Appointment- 9/21/26
• Jessica PTO- 9/28/26 & 9/30/26

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🛠️ 2. Product & Development Updates (via Krystal)

⚡ Wild Energy Meter Readings

• Fixed an issue where Wild Energy meter readings were not accounting for the park’s local time zone, which could cause kWh totals in Firefly to differ from the Wild Energy Owner Portal.

🔄 Recurring Charge Rate Sync

• Fixed an issue where recurring charges with rate sync enabled were not always updating to the current unit rate when the next charge was created.

💰 POS End of Day

• Fixed an issue where certain POS transactions could have a $0.01 rounding difference that caused the transaction to be unbalanced and prevented End of Day from completing.

💳 POS Discounts

• • We will have a demo of the POS Discounts feature tomorrow, so we should get a look at the new functionality and how it will work.

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📈 3. Ticket Volume & Trends

Average Time to First Response

Average Time to Close

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🌟 4. CSAT & Client Feedback

 

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📖 5. Most Viewed KB Articles

Most Viewed KB'S

 

Highest Avg Time Spent KB's

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🤖 6. Flint Chats

Chat Feedback Trend

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💬 7. Open Discussion

 

 

END MEETING

 

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Firefly Support Weekly Agenda – Week of 9/9

👥 1. Team Availability

• Leeza Dr. Appointment-  Mon 9/14 est 10am-2pm

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🛠️ 2. Product & Development Updates (via Krystal)

🏃 Current Sprint

• We started a new sprint on Tuesday. No release information to share this week.

🎟️ Dev Tickets

• There are a few Dev tickets currently in Waiting on Us and Fix Implemented, so please check those over when you have a chance and respond as needed.

💳 POS Discounts

• Dev is currently testing the POS Discounts feature, so we should hopefully see that feature coming soon.

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📈 3. Ticket Volume & Trends

Average Time to First Response

Average Time to Close

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🌟 4. CSAT & Client Feedback

5 SURVEYS SUBMITTED

• 2 passive
  • Report had a bug, park was upset
  • Park upset about functionality they considered a bug 
• 3 promoters

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📖 5. Most Viewed KB Articles

Most Viewed KB'S

 

Highest Avg Time Spent KB's

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🤖 6. Flint Chats

Chat Feedback Trend

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💬 7. Open Discussion

 

END MEETING

 

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Firefly Support Weekly Agenda – Week of 9/2

👥 1. Team Availability

• Jen PTO- Mon 8/31- Fri 9/4
• US/CA Holiday- Mon 9/7

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🛠️ 2. Product & Development Updates (via Krystal)

🚨 Friday Hotfix

⛺ RV/Tent Site Booking

Fixed an issue preventing guests from booking RV/Tent combination sites as tent sites through the Reservation Portal. RV information is now only required when the site is being booked for an RV.

📊 Revenue by Unit Reports

Fixed the property_guid is ambiguous error affecting the Revenue by Unit and Average Daily Revenue by Unit reports.

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✨ Feature Enhancements

🗓️ Drag & Drop Blocks

Blocks can now be dragged and dropped directly on the Reservation Grid to change dates or move them to another site. Valid and invalid locations are highlighted, and users will confirm the changes before saving.

💳 Remove Last Payment Method

Support users can now remove the last payment method on an account, which will help with situations like ownership changes. Regular users are still unable to remove their last payment method.

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🐛 Bug Fixes

💰 Negative Reservation Credit

Fixed an issue where applying Reservation Credit to multiple charges could result in a negative credit balance. Reservation Credit will now be distributed across the selected charges without exceeding the available balance.

⚠️ Known Issue

💳 Special Characters in Guest Names – Global Payments

An issue was reported with Global Payments where payments may fail if the guest name contains an ampersand (&). This appears related to the recent update that sends guest names to payment processors.

Current workarounds:

• Remove the & - or special character from the guest name before processing the payment, or
• Disable Send guest name to payment processor in the property's processor settings.

A fix is currently expected with next week's deployment.

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📈 3. Ticket Volume & Trends

Average Time to First Response

Average Time to Close

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🌟 4. CSAT & Client Feedback

29 SURVEYS SUBMITTED

• 3 detractors
• 1 Passive
• 35 promoters

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📖 5. Most Viewed KB Articles

Most Viewed KB'S

 

Highest Avg Time Spent KB's

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🤖 6. Flint Chats

Chat Feedback Trend

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💬 7. Open Discussion

 

 

 

END MEETING

 

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Firefly Support Weekly Agenda – Week of 8/26

👥 1. Team Availability

• Adrienne PTO- Thurs 8/27
• Jen PTO- Mon 8/31- Fri 9/4

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🛠️ 2. Product & Development Updates (via Krystal)

✨ Feature Enhancements

💳 Names Passed to Payment Processors

Guest first and last names are now passed with supported credit/debit card transactions and included in applicable payment, POS, and journal entry reports. This should make matching transactions easier.

⚠️ Names cannot be passed to Stripe.

🧾 EOD Processing Fee Handling

EOD now checks for disabled processing fee rules before reporting an unbalanced entry, preventing unnecessary errors.

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🐛 Bug Fixes

🖨️ Firefox POS Receipts

Fixed POS Register receipts printing blank in Firefox.

📊 Deferred Revenue Report

Fixed incorrect, significantly understated totals on the Deferred Revenue Balance report.

💵 Add Payment Fix 

Selecting Add Payment now automatically selects the related charge and fills in the charge amount.

🧮 Deleted Charge AR Balance

Fixed deleted charges retaining an AR balance when deleted on the same day as EOD processing.

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🛠️ Technical Enhancements

💳 BridgePay Transactions

Removed special characters from all BridgePay methods to prevent gateway errors.

🚐 Missing RV Information

Added backend validation to prevent Reservation Portal bookings from being completed without required RV information.

⚡ Query Enhancements

Updated database queries to help improve speed and performance.

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📈 3. Ticket Volume & Trends

Average Time to First Response

*Report needs to be updated- Aircall tickets are affecting reporting

Average Time to Close

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🌟 4. CSAT & Client Feedback

22 SURVEYS SUBMITTED

• 3 detractors
• 19 promoters

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📖 5. Most Viewed KB Articles

Most Viewed KB'S

 

Highest Avg Time Spent KB's

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🤖 6. Flint Chats

 

Chat Feedback Trend

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💬 7. Open Discussion

 

END MEETING

 

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Firefly Support Weekly Agenda – Week of 8/19

👥 1. Team Availability

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🛠️ 2. Product & Development Updates (via Krystal)

• Support Meeting Notes

  🧪 Trial Park Test Data — New trial accounts will automatically include sample units, rates, guests, reservations, and cancellation policies.

  🔐 reCAPTCHA Logging Improvements — Additional logging was added to show park and user scores, the reCAPTCHA version used, and which challenges are presented or failing.

  💳 Terminal “No Response” Handling — Terminal API calls that receive no response will now be recorded correctly instead of showing a fatal exception error. This will provide clearer information when terminal payments are not recorded in Firefly. Jen: HubSpot ticket

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📈 3. Ticket Volume & Trends

Average Time to First Response

*Report needs to be updated- Aircall tickets are affecting reporting

Average Time to Close

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🌟 4. CSAT & Client Feedback

17 SURVEYS SUBMITTED

• 2 detractors
  • Camp Hatteras- no response from park to our multiple communications. Friendly reminder to keep trying to reach park in this situation until their issue is resolved. Great job with the thorough follow ups!
• 15 promoters

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📖 5. Most Viewed KB Articles

Most Viewed KB'S

 

Highest Avg Time Spent KB's

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🤖 6. Flint Chats

Chat Feedback Trend

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💬 7. Open Discussion

Maternity Leave — 8 Weeks Away!

• Support Meeting Duties — Krystal & Jen
  • Meeting responsibilities will be shared between Krystal and Jen based on the portions they each typically support/handle.
• Emergency/Temporary OOO — Contact Krystal
  • If something comes up during the workday and you need to temporarily step away or be pulled from Support rotation, message Krystal in Slack so she can adjust the rotation.
  • Please be responsible for communicating and making arrangements to make up any missed work time.
• PTO Requests/Approvals — TBD
  • Continue submitting PTO requests as usual for now. I’ll confirm who will be handling approvals while I’m out.
  • Always add “PTO Pending” to the team PTO calendar when submitting a request and remove “Pending” once approved.
  • We will not be approving overlapping planned PTO while I’m out, so please check the calendar before requesting dates to help maintain team coverage.
• Ticket Questions & Escalations — Work as a Team First
  • Use the Support Slack channel for questions or situations you would normally bring to me. Lean on each other, share previous examples/documentation, and use your best judgment before escalating.
  • Credits: If a park is pushing for compensation and the situation reasonably warrants it, a one-time credit of $20 or less can generally be provided. Anything above $20 should be escalated to Doug for approval.
  • Refunds: Refunds should generally only be issued when the park properly requested cancellation but we failed to cancel the account and continued billing them. These must go through Doug.
  • Ownership Transfers/Billing: If a previous owner's payment method remained on the account after an ownership transfer, submit a Dev ticket to have the previous payment information removed and make sure the new owner enters their billing information. Any reimbursement for charges between the ownership transition should be worked out between the previous and current owners. If an exception is being requested, escalate to Doug.
  • Churn Risks: If a park is threatening to leave Firefly, check in with the Success team in Slack and determine whether they are a Tier 1 park and whether there is anything we can reasonably offer/do to help retain them. For feature-related frustrations, reiterate our feature-request/development process while acknowledging their concerns. Escalate significant Tier 1 situations to Doug when appropriate.
  • Before tagging Liz/Doug: Use the Support Slack channel first for questions, previous examples, documentation, or guidance. Most situations can be worked through as a team. If it genuinely needs management involvement after that, escalate to Doug.

More to come! This is just the beginning framework so everyone can start getting familiar with how responsibilities/escalations will work while I’m out. We’ll continue filling in any gaps over the next 8 weeks.

END MEETING

 

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Firefly Support Weekly Agenda – Week of 8/12

👥 1. Team Availability

• Jen PTO- Friday 8/14
• Leeza Dr. appt- Tue 8/18 9am-??

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🛠️ 2. Product & Development Updates (via Krystal)

• 🐛 Reservation Source Not Loading : Fixed the Reservation Source field getting stuck in a loading state when changed on the New Reservation page. Scott: DEV Hubspot Ticket
• 🚀 Another deployment is scheduled for tonight.
• 👀 Please check the Waiting on Us status in the Dev Pipeline—there are a few tickets there waiting for responses.

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📈 3. Ticket Volume & Trends

Average Time to First Response

*Report needs to be updated- Aircall tickets are affecting reporting

Average Time to Close

 

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🌟 4. CSAT & Client Feedback

11 Surveys Submitted:

• 1 detractor
• 10 promoters

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📖 5. Most Viewed KB Articles

Most Viewed KB'S

 

Highest Avg Time Spent KB's

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🤖 6. Flint Chats

Chat Feedback Trend

• 1 positive feedback on question asking Flint to explain what the JE Summary Report is

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💬 7. Open Discussion

• Transfer of ownership process needs to be revisited

 

END MEETING

 

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Firefly Support Weekly Agenda – Week of 8/5

👥 1. Team Availability

• Jen PTO- Friday 8/7
• Jessica PTO- Friday 8/7
• Krystal PTO- Mon 8/10

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🛠️ 2. Product & Development Updates (via Krystal)

🌐 Spot2Nite Integration Is Live

The Firefly integration with Spot2Nite is now available!

🪙 Cancellation Fee Rounding Fix

Fixed an issue where canceling a multi-unit reservation could create unnecessary penny adjustments, leaving an unexpected $0.01 balance due on one or more units.

Cancellation fees should now apply correctly without creating these extra balance discrepancies.

Krystal - https://app.hubspot.com/contacts/21079145/record/0-5/46679294247

🚀 Upcoming Release

Another release is scheduled for tomorrow morning.

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📈 3. Ticket Volume & Trends

Average Time to First Response

Average Time to Close

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🌟 4. CSAT & Client Feedback

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📖 5. Most Viewed KB Articles

Most Viewed KB'S

 

Highest Avg Time Spent KB's

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🤖 6. Flint Chats

Chat Feedback Trend

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💬 7. Open Discussion

 

END MEETING

 

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Firefly Support Weekly Agenda – Week of 7/29

👥 1. Team Availability

• CA holiday- Mon 8/3
• Leeza PTO- Tue 8/4
• Krystal out at 11am CST-  Tue 8/4
• Jen M PTO- Fri 8/7

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🛠️ 2. Product & Development Updates (via Krystal)

• Release tonight
• As a reminder, take a few minutes to review your tickets in Waiting on Us and Fix Implemented to make sure they're up to date. If a customer is waiting on a response or a fix has been released, please follow up as appropriate.

 

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📈 3. Ticket Volume & Trends

Average Time to First Response

Average Time to Close

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🌟 4. CSAT & Client Feedback

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📖 5. Most Viewed KB Articles

Most Viewed KB'S

 

Highest Avg Time Spent KB's

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🤖 6. Flint Chats

Chat Feedback Trend

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💬 7. Open Discussion

 

END MEETING

 

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Firefly Support Weekly Agenda – Week of 7/22

👥 1. Team Availability

• Leeza PTO- Thurs 7/23 & Fri 7/24
• Adrienne PTO- Mon 7/27
• Ailea PTO- Tue 7/28

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🛠️ 2. Product & Development Updates (via Krystal)

🧾 POS Receipt Buttons
The Email Receipt option has been moved out of Other Options and now has its own button right below Print Receipt. Both buttons also got new icons.

💰 Balance Due Filter Update
The Balance Due filter for SMS/Email Guests is now more flexible. A new Overdue filter lets you include, exclude, or view both overdue and non-overdue reservations. We also added a tooltip to clarify that Balance Due is based on the reservation's overall unpaid balance.

📦 POS Inventory Fixes
Fixed a few issues that could cause inventory counts to get out of sync during POS returns and refunds. Inventory should now update correctly when:

• An item is returned without a refund
• Multiple items are refunded individually in the same transaction
• A refunded payment is collected again

🏕️ Property Name Validation
Added validation to the Property Name field to prevent unsupported special characters from being entered. This should help avoid formatting issues with integrations like ReserveAmerica while still allowing all supported characters.

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📈 3. Ticket Volume & Trends

Average Time to First Response

Average Time to Close

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🌟 4. CSAT & Client Feedback

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📖 5. Most Viewed KB Articles

Most Viewed KB'S

 

Highest Avg Time Spent KB's

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🤖 6. Flint Chats

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💬 7. Open Discussion

 

END MEETING

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Firefly Support Weekly Agenda – Week of 7/15

👥 1. Team Availability

• Adrienne PTO- Tue 7/21
• Leeza PTO- Thurs 7/23- Fri 7/24

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🛠️ 2. Product & Development Updates (via Krystal)

• 🚀 Deployment: Scheduled for tonight. No deployment last week since part of the team was out, so no release updates since our last meeting.
• 🚧 Dev Pipeline: Quick reminder to check-in on the pipeline. I added some notes yesterday, but there are still a few tickets in Waiting on Fix and Waiting on Us that need to be closed out or followed up with the reporting parks after tonight's deployment.
• ⛺ Spot2Nite: The Spot2Nite feature is getting close to being ready, so everyone should start seeing more information and updates on that soon!

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📈 3. Ticket Volume & Trends

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🌟 4. CSAT & Client Feedback

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🏕️ 5. Highest-Volume Parks

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🤖 6. Flint Chats

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💬 7. Open Discussion

 

END MEETING

 

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Firefly Support Weekly Agenda – Week of 7/1

👥 1. Team Availability

• Candian Holiday- Wed 7/1
• Krystal PTO- Thur 7/2
• US Holiday- Fri 7/3 (support closed)
• Loren OOO- 7/1-7/6
• Jen M PTO- 7/6-7/7

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🛠️ 2. Product & Development Updates (via Krystal)

• 🚀 This morning's PROD deployment included several POS Register enhancements:
  • New Credit/Debit and Cash quick-action payment buttons.
  • Suggested cash amounts to speed up cash transactions.
  • Customizable POS Favorites with drag-and-drop ordering (new permission controls who can edit).
  • New automation options to automatically start the next transaction and optionally prompt for printing/emailing receipts.
• 🔧 Known Issue: After this morning's deployment, parks may receive a 42601 syntax error when trying to create new POS items. Existing POS items can still be edited.
• 🌙 Hotfix: A hotfix is scheduled for tonight (10–11 PM EST) to resolve the POS item creation issue. If you receive any tickets before then, let parks know we're aware of the issue and that it should be resolved after tonight's deployment. Have the ticket placed in the Dev Pipeline as "Waiting on Fix" so it can be updated tomorrow after the release is live.

 📌 OOO: I'll be out of the office tomorrow. If you have anything that needs to be escalated to Development, please tag both Ian and me on the ticket instead of just me so it doesn't get missed while I'm out. Thanks! 

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📈 3. Ticket Volume & Trends

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🌟 4. CSAT & Client Feedback

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🏕️ 5. Highest-Volume Parks

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🤖 6. Flint Chats

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💬 7. Open Discussion

• Upcoming Success Webinar: How to use Canva
  • July- Date: July 9th

 

 

END MEETING

 

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Firefly Support Weekly Agenda – Week of 6/24

👥 1. Team Availability

• Ailea- PTO Thurs 6/25
• Candian Holiday- Wed 7/1
• Krystal PTO- Thur 7/2
• US Holiday- Fri 7/3 (support closed)

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🛠️ 2. Product & Development Updates (via Krystal)

🚀 Release 6/24/2026

Deployment Window: 7:30 AM – 8:30 AM EST

🔍 Recalculation Previews

• New feature added to provide visibility into recalculation changes before they are applied.

One Pager:

https://aspiraconnect.atlassian.net/wiki/spaces/FFG2M/pages/2474049537/Recalculation+Previews

 

📧 Imported Reservation Email Fix

• Fixed an issue where imported reservations with a $0.00 balance could display incorrect charge amounts in guest emails.
• Jen - https://app.hubspot.com/contacts/21079145/record/0-5/45551578481?eschref=%2Fcontacts%2F21079145%2Fobjects%2F0-5%2Fviews%2F52207049%2Flist

📅 Recalculation Improvements

• Fixed charge date issues that could occur when recalculating ongoing reservations after arrival date changes.
• Recurring charge descriptions will now update automatically when unit names/numbers change.

Jen: https://app.hubspot.com/contacts/21079145/record/0-5/45679814152

 

💰 Accounting Updates

• Added safeguards to help ensure AR reversal entries are created correctly when charges are deleted.

Ailea/Jen : https://app.hubspot.com/contacts/21079145/record/0-5/45644628793

👥 Bulk Actions

• Ongoing reservations with an end date will now appear correctly in Departure Bulk Action searches.

Jen: https://app.hubspot.com/contacts/21079145/record/0-5/45645865488

 

📝 Reservation History

• Date changes made through grid drag-and-drop or unit moves will now be recorded in Reservation History.

Jen: https://app.hubspot.com/contacts/21079145/record/0-5/45633195778

 

 

📄 Invoice Formatting

• Long charge descriptions now wrap correctly and no longer overlap totals or balances.
• Krystal: https://app.hubspot.com/contacts/21079145/record/0-5/45726113416

 

⚡ Utilities

• Fixed an issue preventing some users from viewing or deleting past utility meter readings. Authorized users can now access these without full Management Settings permissions.

🚨 Ongoing Issue – POS Transactions Page

• We have an active issue that can cause a "bummer" error on the POS Transactions page in specific scenarios.
• Reported cases have been manually corrected, and a permanent fix is scheduled for next week's release.
• If any new reports come in, please tag me so they can be tracked and addressed.

 

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📈 3. Ticket Volume & Trends

Please follow the link to the support dashboard > select the "no value" category and ensure all tickets under your name have both a category and FF support category assigned.

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🌟 4. CSAT & Client Feedback

33 Submissions:

• 4 detractors (+1 since last week)
• 29 Promoters (+11 since last week)

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🏕️ 5. Highest-Volume Parks

• Triple J +2 Tickets
• Dinosaur Valley +1
• White oak +2

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🤖 6. Flint Chats

 

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💬 7. Open Discussion

• Upcoming Success Webinar: How to use Canva
  • July- Date: July 9th

 

END MEETING

 

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Firefly Support Weekly Agenda – Week of 6/17

👥 1. Team Availability

• US Holiday- Friday 6/19
• Leeza- PTO Pending 6/22

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🛠️ 2. Product & Development Updates (via Krystal)

🚀 Release - June 11

🏕️ Unit Block Enhancements / Day Use Blocks

• Units can now be switched between Nightly and Day Use without deleting existing blocks.
• Added a Conflicts section to Blocked Unit Groups to identify duration type conflicts.
• Conflicts must be resolved before saving a blocked unit group.
• Unit Blocks page has been redesigned with improved search, filtering, pagination, and historical block visibility.

💰 Flat Rate Taxes for POS

• Tax Settings now support flat-rate ($) taxes in addition to percentage-based taxes.
• Flat-rate taxes apply to POS transactions only.
• Added Tax Type selection and clearer visibility into what each tax applies to.

✅ $0 POS Transactions Treated as Paid

• POS transactions totaling $0.00 now display as Paid instead of Overdue.
• Overdue notifications will no longer be sent for $0.00 balances.

📧 Payment Receipt Checkbox Consistency

• Fixed an issue where the "Email payment receipt to guest" checkbox did not always reflect the property's configured setting.
• Receipt preference is now applied consistently across all payment workflows.
• Standardized receipt checkbox wording throughout Firefly.

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🚀 Release - June 17

🔗 Split Reservation Terminology Update

• "Linked Unit" has been renamed to "Split Reservation" throughout the reservation grid.
• Hover text now explains why the reservation was split (Moved Units, Occupants Updated, etc.).

💵 Reservation Hover Information & Balance Due Updates

• Reservation hover cards now include:
  • 👥 Occupant details
  • 📅 Stay dates
  • 💰 Current balance due
• Balance due calculations now include eligible POS charges and pending ACH payments.
• Updates apply across multiple areas, including guest communications, reports, bulk actions, and grid views.

⚙️ Reservation Grid Settings Enhancement

• Added a new "Reservation (Hover View)" settings section.
• Hover card display options can now be managed separately from grid display settings.
  
  

🖥️ Kiosk Check-In Error Messages

• Improved kiosk check-in messaging.
• Guests now receive more specific errors:
  • ❌ Reservation not found
  • ⏰ Reservation is outside the check-in window
• Helps reduce confusion.

 

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📈 3. Ticket Volume & Trends

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🌟 4. CSAT & Client Feedback

21 Submissions:

• 18 Promoters
• 3 Detractors

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🏕️ 5. Highest-Volume Parks

• White Oak- No change from last week

• Dinosaur Valley- 7 tickets submitted in June
  • No trends, basic reservation management/reporting q's between Mark, Teena, and Hannah
• Triple J RV- 9 tickets submitted in June
  • Needed help with reservation management and success/training

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🤖 6. Flint Chats

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💬 7. Open Discussion

• Upcoming Success Webinar: How to use Canva
  • July- Date: TBD

 

 

END MEETING

 

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Firefly Support Weekly Agenda – Week of 6/10

👥 1. Team Availability

• Scott PTO- Wednesday 6/10
• Adrienne PTO- Friday 6/12 & Monday 6/15
• Jessica PTO- Friday 6/12 & Tue 6/16

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 🛠️ 2. Product & Development Updates (via Krystal)

Release Notes

Unable to Record Utilities & Email Policies

A fix was deployed to Production on June 9th for an issue introduced during recent security enhancements.

Resolved Issues:

• Users are once again able to record utility readings.
• Users can successfully send guest policy emails from both Bulk Actions and Reservation Details.

The reports of this issue seem to be fully resolved following the release.

Issue Escalation & Communication Reminder

As a reminder, if you identify a potential bug or issue that appears to be affecting multiple parks, please ensure it is documented and brought to my attention as soon as possible.

Preferred Process:

• • Use a HubSpot ticket to document the issue.
  • Tag me on the ticket with any relevant findings.
  • If multiple parks are reporting the same issue, please use a single primary ticket and add notes referencing additional reports or further context when appropriate.
    • Additional Tickets can still be put into the dev pipeline but one ticket will be used for communication for the issue as a whole.
  • If you notice several reports coming in at once, feel free to send me a Slack message as well in case I miss the HubSpot notification.

When tagging me, please include:

• A brief summary of the issue.
• Any troubleshooting, context, or reproduction steps that have already been attempted.
• Screenshots, error messages, or examples when available.

Having as much information as possible upfront helps me begin investigating immediately rather than spending additional time gathering context from multiple places. It also allows me to communicate more quickly with the development team and provide updates to the rest of the support team.

The goal is to reduce the time between the first report and getting the issue in front of the appropriate people so we can resolve it as efficiently as possible.

 

---

📈 3. Ticket Volume & Trends

---

🌟 4. CSAT & Client Feedback

15 SUBMISSIONS:

• 14 Promoters
• 1 Detractor

---

🏕️ 5. Highest-Volume Parks

---

🤖 6. Flint Chats

11 Feedback Submissions:

• 7 Helpful
• 4 Unhelpful

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💬 7. Open Discussion

 

END MEETING

 

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Firefly Support Weekly Agenda – Week of 6/3

👥 1. Team Availability

• Leeza Dr. Apt- Mon 6/8 12pm-EOD

---

🛠️ 2. Product & Development Updates (via Krystal)

🚀 PROD Deployment

Map Availability Opacity

• New opacity slider added to Map Settings.
• Parks can adjust availability color transparency to make unit labels easier to read.

Stripe Terminal Reader Names

• Stripe terminals now display the configured Reader Name instead of the Reader Type.
• Makes it easier to select the correct terminal when multiple readers use the same model.

Scott- https://app.hubspot.com/contacts/21079145/record/0-5/45635068298

 

Add-On Type Configuration Cleanup

• When creating a new add-on, changing the add-on type before the initial save will now clear incompatible settings automatically.
• Prevents inventory/accounting settings from carrying over incorrectly between add-on types.

Jen- https://app.hubspot.com/contacts/21079145/record/0-5/45132694280

 

Guest Portal Policy Messaging

• Reservations without policies will now display a "No policies found" message instead of indicating policies were signed.
• Prevents confusion and removes non-functional document links.

Scott- https://app.hubspot.com/contacts/21079145/record/0-5/45187130999

 

Account Manager Cleanup Typo

• Removed the redundant "Your account has already live" message from Account Manager.

Authorization Validation Improvements

• Additional security checks added for background actions.
• Users may now see a message prompting them to refresh if permissions, users, or properties change during a session.

Logout Security Improvements

• Server-side session validation added.
• Logging out now fully invalidates the session and requires reauthentication.

Park Data Authorization Improvements

• Additional server-side validation added to ensure users can only update data they are authorized to access.

🔥 Hotfix Deployed This Morning (10:50 AM EST)

Payments & Charges Reports

• Resolved an issue that could cause Payments and Charges reports to return a database-related error.
• Reports should now generate successfully.

📋 Reminder

• Please review tickets in Check Fix Implemented and Waiting on Us statuses.
• There are several tickets awaiting customer follow-up or closure that may need attention.

 

 

 

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📈 3. Ticket Volume & Trends

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🌟 4. CSAT & Client Feedback

May Recap:

• 36 total submissions
  • 4 detractors
  • 1 passive
  • 31 promoters

Action items completed:

• Support voicemail has been updated from the AI generated voice to help reduce empty voicemail tickets.
• Automated ticket confirmation email has also been updated. See preview HERE
  
  

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🏕️ 5. Highest-Volume Parks

May Recap:

• WO- 10 tickets
• Sundown- 7
• Around pond- 5

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🤖 6. Flint Chats

May Recap:

• 350 chats initiated in May

For May 2026, the overall sentiment was strongly positive:

• Positive / Helpful: 86
• Negative / Unhelpful: 26
• Total feedback: 112

That means:

• 76.8% positive
• 23.2% negative
• About 3.3 positive ratings for every 1 negative

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💬 7. Open Discussion

END MEETING

 

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Firefly Support Weekly Agenda – Week of 5/27

👥 1. Team Availability

• Leeza OOO- Thurs 5/28 2pm-EOD
• Adrienne PTO- Mon 6/1

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🛠️ 2. Product & Development Updates (via Krystal)

 

 

 

 

---

📈 3. Ticket Volume & Trends

 

---

🌟 4. CSAT & Client Feedback

 

---

🏕️ 5. Highest-Volume Parks

 

---

🤖 6. Flint Chats

 

---

💬 7. Open Discussion

 

 

 

END MEETING

 

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Firefly Support Weekly Agenda – Week of 5/20

👥 1. Team Availability

• US Holiday Monday 5/25
• Leeza OOO- Thurs 5/28 2pm-EOD

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🛠️ 2. Product & Development Updates (via Krystal)

• Fixed an issue preventing guests from adding new credit/debit cards in the Guest Portal.
• Guests should now be able to successfully save new cards across supported payment processors after deployment.

---

📈 3. Ticket Volume & Trends

---

🌟 4. CSAT & Client Feedback

---

🏕️ 5. Highest-Volume Parks

---

🤖 6. Flint Chats

---

💬 7. Open Discussion

• Guest Portal outage for not being able to add payment methods caused park upset because they were not notified. 
  • Team decision to use Megaphone announcements to put out notices for outages that may affect multi-parks
  • Firefly banner will be reserved for major outages guarenteed to affect all or most parks.
  • Will set a base number of tickets recevied to set the need for a ticket triage creation.

 

 

END MEETING

 

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Firefly Support Weekly Agenda – Week of 5/13

👥 1. Team Availability

• Loren OOO- Today 5/13
• CA Holiday Monday 5/18- Adrienne + Scott out

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🛠️ 2. Product & Development Updates (via Krystal)

💳 Stripe ACH Update

The Stripe ACH integration has been upgraded to Stripe’s newer ACHv2 framework ahead of Stripe’s May 15th deadline.

Highlights

• Faster ACH processing / next-day funding
• Improved bank verification workflows
• Better long-term Stripe compatibility

Workflow Changes

• Manual ACH entry forms have been removed
• Guests and staff will now use Stripe’s secure bank connection flow
• Bank accounts can appear before verification is complete
• Instant and email verification methods are supported

🚫 Blocked Date Conflict Validation

Blocked dates in Unit Settings will now automatically check for conflicts before saving.

Conflicts Include

• Reservations
• Existing blocks
• Group holds

Users will see a conflict list and won’t be able to save until conflicts are resolved.

🔎 POS Register UPC Search Improvement

If an exact UPC match is not found, the POS Register will now automatically run a search and display suggested matching items instead of showing a “UPC not found” error.

 

👏 Shoutout to Scott for adding the new in-app messaging for scheduled releases and maintenance windows!

Last Week Release (Thursday)

🔁 Recurring Charge Improvements

Several updates were made to improve recurring charge behavior and management.

Highlights

• Newest recurring charges now appear at the top of the list
• Added a new “Delete Last Charge” option in the recurring charge menu
• Improved error messaging when deleting restricted charges
• Fixed an issue where ended recurring charges could incorrectly create retroactive “catch-up” charges after reservation date changes
• This update also applies to rental add-on recurring charges

Krystal - https://app.hubspot.com/contacts/21079145/record/0-5/44432655662

 

🏕️ Custom Unit Type Names in Reports

Reports will now consistently use custom Unit Type names configured in:
Settings > Property > Display Preferences

This applies across multiple reports including:

• Arrivals
• Avg Daily Rev by Unit
• Blocked Units
• Billable Reservations
• Billable Long-Term Reservations
• Departures
• Group Hold
• Rates
• Reservation Duration Summary
• Reservation Guest + Visitors
• Reservation Guest + Visitors (Vehicles)
• Reserved Units
• Revenue by Unit
• Unit Occupancy
• Units

Scott- https://app.hubspot.com/contacts/21079145/record/0-5/43297041674

 

⏳ Waitlist Filters Now Save

The Waitlist page will now retain your filters throughout the day, even after navigating away from the page. Filters reset automatically the next day.

 

💳 Scheduled Payment Grouping Update

Payments are now grouped based on timing:

• Immediate payments group together
• Scheduled payments are grouped separately by scheduled date

This improves reporting and transaction tracking accuracy.

Krystal - https://app.hubspot.com/contacts/21079145/record/0-5/44514434087

 

🐞 Bug Fixes

• Fixed an issue where taxes were not properly saving during some recalculated charge scenarios, which could cause EOD errors

Krystal- https://app.hubspot.com/contacts/21079145/record/0-5/44514434087

• Fixed a system error that could occur when creating an extension from the grid with no available sites

🔒 Security Update

Added additional protections against clickjacking attacks by restricting unauthorized iFrame embedding on sensitive Firefly pages.

🚧 S2N Integration

S2N has been deployed to PROD in a hidden pre-release state for controlled testing before wider rollout.

• This is not available yet Demo and KB/ training information will happen prior to full release
• No Full Release date has been set

 

 

 

---

📈 3. Ticket Volume & Trends

---

🌟 4. CSAT & Client Feedback

---

🏕️ 5. Highest-Volume Parks

---

🤖 6. Flint Chats

---

 

 

 

 

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Firefly Support Weekly Agenda – Week of 5/6

👥 1. Team Availability

• Krystal PTO-  Wed 5/6, will return tomorrow
• Adrienne PTO- Mon 5/11

---

🛠️ 2. Product & Development Updates (via Krystal)

Krystal out this week

---

📈 3. Ticket Volume & Trends

---

🌟 4. CSAT & Client Feedback

👍 What went well

• CSAT is looking really strong – tons of positive feedback in April, especially around how helpful and responsive we are
• Fast responses – customers are consistently calling out how quickly we’re getting back to them
• Good support experience overall – people feel like we’re walking them through things and actually helping, not just replying
• Solid team effort – shoutouts across multiple team members, which is always nice to see

---

⚠️ What didn’t go so well

• Some response time gaps – still a few mentions of delays or slower follow-ups
• Tickets closing too soon – a couple customers felt like their issue wasn’t fully resolved
• Ownership transfers – still causing confusion/friction
• Requests for more live help – some people just want to talk to someone in real time

---

🔧 What we’re doing next

• Ownership transfers
  • We’ll plan a meeting to clean this process up after Krystal is back from PTO
• Team ramp-up
  • Turnaround time and outreach should improve as Jessica and Ailea get trained and into rotation

---

🏕️ 5. Highest-Volume Parks

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🤖 6. Flint Chats

 

 

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Firefly Support Weekly Agenda – Week of 4/29

👥 1. Team Availability

• Krystal PTO-  Wed 4/29 (half fay) - Wed 5/6
• Loren ooo- Mon 4/27 - Mon 5/4
• Leeza ooo- Mon 5/4 at 12pm CST

---

🛠️ 2. Product & Development Updates (via Krystal)

• Group Hold Reservations: “Select Guest” no longer defaults to organizer name
• Coupon Improvements:
• Group Hold coupons now auto-apply correctly at checkout
• Added messaging in portal for when discounts are applied
• Coupons now persist after page refresh
• Utility Charges: Utility field now clearly required when selected
• Accounting Fix: Resolved rare $0.01 rounding issue causing EOD errors

• Security Updates:
• Added redirect messaging for external links
• Enforced ACH verification before exiting trial

• Fixed duplicate scheduled payment processing
• Fixed waitlist max RV length field error
• Fixed coupon over-application on multi-day selections

• Review anything in “Fix Implemented” and confirm if it’s resolved

---

📈 3. Ticket Volume & Trends

---

🌟 4. CSAT & Client Feedback

---

🏕️ 5. Highest-Volume Parks

---

🤖 6. Flint Chats

---

💬 7. Open Discussion

 

END MEETING

 

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Firefly Support Weekly Agenda – Week of 4/22

👥 1. Team Availability

• Adrienne PTO - Fri 4/24
• Krystal PTO-  Wed 4/29 (half fay) - Wed 5/6
• Loren ooo- Mon 4/27 - Mon 5/4

---

🛠️ 2. Product & Development Updates (via Krystal)

 

---

📈 3. Ticket Volume & Trends

---

🌟 4. CSAT & Client Feedback

3 New Detractors:

• 2 Empty Voicemails- Lets be sure to remind them that a message must be left for a return call
• Missed response- Park opened email and did not respond with further questions

10 New Promoters:

• "Quick", "Responsive", "Friendly"

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🏕️ 5. Highest-Volume Parks

• Brook n Wood- Recently sold

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🤖 6. Flint Chats

1 helpful Rating:

• "I have a guest who changed her reservation to september - but has jsut received a payment notification that her card is going to be charged soon - as if her reservation was still in may."

3 Unhelpful Ratings:

• 2 had incomplete questions: "Why can't I find my daily rates ", "gross rent report for lodging tax".
• 1 was a question regarding default payment methods and Flints response was spot on
  • Flint reiterated response after and no negative responses after

---

💬 7. Open Discussion

• New hires start date: May 4th!
• Need some warning verbiage over the new update on the cycle update for recurring charges.
• If anyone has any hot topics or tips from support tickets, send over to Adrienne to include in monthly news letter.

 

 

 

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Firefly Support Weekly Agenda – Week of 4/15

👥 1. Team Availability

• Krystal PTO-  Tue 4/21

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🛠️ 2. Product & Development Updates (via Krystal)

Deployment 4/14


Updates
• QuickBooks Online Export (JournalNo)
 JournalNo field has been shortened to avoid import errors
 Now uses a timestamp format instead of a long UUID
• Coupons – Nights + Days of Week Logic
  Coupons now apply more accurately when using:
  Number of nights
  Days of the week
  Blackout dates
 “Number of Nights” now acts as a max (“up to”)
  Updated wording to better reflect how discounts are applied
Jen- https://app.hubspot.com/contacts/21079145/record/0-5/42992182919
• Reservation Grid – Add-on Icon
  New puzzle piece icon shows when a reservation has add-ons
• RV Size Display Updates
 RV size limits no longer show for non-RV unit types



Fixes
• Arrivals Report – Policy Status
 Fixed incorrect policy signature statuses
Leeza - https://app.hubspot.com/contacts/21079145/record/0-5/43713634061
• Duplicate “Upcoming Reservation” SMS
 o Fixed issue causing duplicate SMS for same-day arrivals
 o SMS logic now aligns with email behavior
Scott - https://app.hubspot.com/contacts/21079145/record/0-5/44021920341?eschref=%2Fhelp-desk%2F21079145%2Fview%2Fsearch%2Fticket%2F44021920341%3FmessageId%3D107359606160%26shouldDisplayCTABanner%3DTRUE%26commentId%3D551141861

 

---

📈 3. Ticket Volume & Trends

---

🌟 4. CSAT & Client Feedback

6 Detractors:

• Feature Request (QB JE Number) – Currently being worked on with Dev
• 1 survey not for Support Team
• Missing Units on Grid – Park missed our responses + automated messages → great follow-up by Krystal 👍
• Transfer of Ownership (2 parks) – Frustration with form process → reminder: set expectation that form = step 1, we will connect them for support + training after
• Partnership Request – Ticket accidentally closed early → triggered survey prematurely

 

20 Promoters:

• • ⚡ Strong trend of fast response times – “Very quick response and resolution!”, “so quick to respond”
  • 🧠 Customers appreciate clear answers + multiple solutions – “She gave me several options to solve my problem”
  • 💛 Consistent praise for patience and kindness – “never seem to run short of patience”
  • 📞 Positive feedback on follow-ups and responsiveness – “always quick to respond and ready to help”

• • 🌟 High overall satisfaction – “Excellent customer service”, “never fail to come through quickly with precise answers”

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🏕️ 5. Highest-Volume Parks

• The Fitz- Park doesn't appear to be new. Debra having general reservation management questions.
• Tip Tam- Darren putting in multiple tickets for same issues (password reset, booking from grid, etc.)

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🤖 6. Flint Chats

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💬 7. Open Discussion

• Thank you all for doing the team interviews and sending over detailed scorecards! We will likely be sending out offer letters soon! I will keep you updated as I know more.

 

END MEETING

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Firefly Support Weekly Agenda – Week of 4/8

👥 1. Team Availability

• Adrienne - Thurs 4/9 out
• Leeza - Fri 4/10 out morning (9am-10:30am cst)

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🛠️ 2. Product & Development Updates (via Krystal)

• Buffer Days in Reservation Detail
• Now visible in the Units tab with an icon + hover tooltip
• Matches what you see on the Reservation Grid
• Hybrid Accounting Fix
• Handles date changes more cleanly
• Prevents future charges from posting too early

• Vehicle imports now correctly include license plate–only entries
• Email/SMS recipient list now loads properly in edge cases

• Group payments now correctly show as one payment (no more split display issues)

• iZCloud sync is faster and more reliable
• Email reports load much quicker

---

📈 3. Ticket Volume & Trends

---

🌟 4. CSAT & Client Feedback

• 1 detractor- Negative was not actually intended for Firefly

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🏕️ 5. Highest-Volume Parks

• Olde Stone- Higher number of ticket but no new submitted for April so far
• White Oak- Only 2 tickets submitted this month
• Sundown RV Park- Sister property "Windmill RV Park" was sold

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🤖 6. Flint Chats

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💬 7. Open Discussion

Team Interviews begin this week!

Jessica Anderson - Friday at 2:30pm CST
Ailea Samuelson - Friday at 12pm CST
Zack Taylor - Thursday at 3pm CST

 

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Firefly Support Weekly Agenda – Week of 4/1

👥 1. Team Availability

• Adrienne PTO- Thurs 4/2
• Leeza Dr- Thurs 4/2 from 12pm-5pm central
• CA Holiday Fri 4/3
  • Adrienne & Scott out

---

🛠️ 2. Product & Development Updates (via Krystal)

🚀 Upcoming Release (Tomorrow)
 A PROD deployment is scheduled for tomorrow morning.

🛠️ Dev Pipeline – Quick Check-In
• The new “Fix Implemented” status has been added to help track tickets that are ready for validation
 • Please take a moment to review both “Waiting on Us” and “Fix Implemented” and make sure it’s working well for your workflow

👉 If anything feels off or could be improved, let me know
👉 If you need help setting up your views or organizing your pipeline, I’m happy to hop on a quick 1:1 and get that set up with you

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📈 3. Ticket Volume & Trends

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🌟 4. CSAT & Client Feedback

• 33 positive / 5 detractor / 1 Passive
• 4 of 5 detractors this month had responses that they did not see, lets just make sure we are following up by forwarding our previous response or giving park a call.
• No feedback on passive

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🏕️ 5. Highest-Volume Parks

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🤖 6. Flint Chats

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💬 7. Open Discussion

• Initial interviews for 2 open support position are happening this week
  • Team interviews may begin next week

 

 

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Firefly Support Weekly Agenda – Week of 3/25

👥 1. Team Availability

• Scott PTO- Wed 3/18 - Fri 3/27
• Loren ooo- Thurs 3/26 - Fri 3/28
  • Traveling next week through Thurs, returning Friday

---

🛠️ 2. Product & Development Updates (via Krystal)

📈 3. Ticket Volume & Trends

---

🌟 4. CSAT & Client Feedback

Lower positive percentage this month but overall submissions are roughly half and submitted detractors are the same.

• 29 Total submissions
  • 24 promoters
  • 4 Detractors
    • Lets try to be careful with any messages we are marking as spam and not responding to
    • 2 of the 4 reported not getting a response when they were contacted. Just reach back out and/or resend any emails they might have missed.
  • 1 passive

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🏕️ 5. Highest-Volume Parks

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🤖 6. Flint Chats

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💬 7. Open Discussion

• If any users have issues logging in to Firefly and mention they are getting an incorrect email/password message, ensure they are using the correct login page. 
  • Some people may be finding the Hubspot login for park users to view their support tickets instead of the login page.

 

END MEETING

 

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Firefly Support Weekly Agenda – Week of 3/18

👥 1. Team Availability

• Scott PTO- Wed 3/18 - Fri 3/27

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🛠️ 2. Product & Development Updates (via Krystal)

Dev Pipeline Reminder
 Thank you to everyone who has been reviewing and clearing items in the “Waiting on Us” column.
There are still a few tickets remaining. If you have items in this status or the “Waiting on Fix” status, please take a moment to review and update them. If anything is blocked or needs clarification, feel free to reach out so we can move those forward.


Feature Updates
• Change Buffer Days from Expanded Grid
 Users can now update departure buffer days directly from the Expanded Reservation Grid using a right-click option. Updates immediately reflect on the Grid and Map and conflict checks prevent overlaps.
• Vehicle Updates Popup
 Updating vehicles from Reservation Detail → Units → Options → Update Vehicles now opens a popup instead of navigating to a new page, allowing users to quickly add or edit vehicles.
• Buffer Days on Reservation Map
 Departure buffer days now appear on the Reservation Map, displaying either a single date or date range depending on the number of buffer days.
• RV or Tent Selection from Grid
When creating reservations for RV/Tent Site unit types, users can now choose whether the booking is for an RV Site or Tent Site, ensuring RV length validation only applies when appropriate.
• Updated Buffer Day Messaging
 Units affected by buffer days will now display “Unavailable – Departure Buffer Day(s)” instead of “Occupied.”
• Rate Qualifier Recalculate Option
 A new “Recalculate Charges” checkbox has been added when applying rate qualifiers, allowing users to control whether reservation charges update.


Bug Fixes
• RV Slides Not Saving
 Fixed an issue where RV slide selections were not saving when reservations were created from the Grid or Map.
• Payment Transfer Error
 Resolved a “Bummer” error that could occur when transferring payments between charges from Reservation Detail.
• Offline Payments While Processor Suspended
 Fixed an issue where offline payments were blocked when the payment processor was temporarily suspended.
• Enhanced Grid Hover Error
 Resolved a minor internal error related to hover behavior for split reservations and extensions.


Release Updates
• No production deployment planned for this week due to team availability.

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📈 3. Ticket Volume & Trends

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🌟 4. CSAT & Client Feedback

---

🏕️ 5. Highest-Volume Parks

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🤖 6. Flint Update

3/9/26 Unhelpful

• User asked very vague questions "make suggestion"
• User asked Flint to review data on their account

3/16/26

• User was trying to learn EOD batches for first time and didn't understand what needed to be done, flint responses where accurate.
• Flint responded with some inaccurate data for someone unable to apply a payment to a charge.

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💬 7. Open Discussion

 

END MEETING

 

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Firefly Support Weekly Agenda – Week of 3/11

👥 1. Team Availability

• Krystal PTO thru Friday 3/13
• Scott PTO- Wed 3/18 - Fri 3/27

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🛠️ 2. Product & Development Updates (via Krystal)

• Continue tagging Krystal and Ian on any dev tickets

---

 

📈 3. Ticket Volume & Trends

---

🌟 4. CSAT & Client Feedback

---

🏕️ 5. Highest-Volume Parks

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🤖 6. Flint Update

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💬 7. Open Discussion

 

END MEETING

 

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Firefly Support Weekly Agenda – Week of 3/4

👥 1. Team Availability

• Adrienne PTO- Friday 3/6
• Krystal PTO- Mon thru Friday 3/9 - 3/13

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🛠️ 2. Product & Development Updates (via Krystal)

Dev Notes – 3/4/2026
Release Updates
• Production Release Expected Tomorrow
 A release is scheduled for tomorrow that will include the Reservation Grid Daypilot upgrade.
This update should resolve issues users have been experiencing with the Expanded Grid on mobile devices, particularly around usability and interaction when selecting dates.





Dev Pipeline Check-In
Just a quick reminder to check the Dev Pipeline for any tickets that may still be in a “Waiting on Us” or “Waiting on Fix”.
If you have tickets that need updates, clarification, or follow-up with the dev team, please take a look and tag me if needed so we can keep things moving.





Upcoming Availability
I will be out all of next week, so if anyone has dev tickets that:
• need clarification
 • are waiting on additional information
 • need to be moved forward
 • or you’d like help reviewing
please reach out this week so we can tidy up the pipeline as much as possible before I’m out.

 

 

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📈 3. Ticket Volume & Trends

• Feb closed with 880 tickets subitted
  • 250 tickets - BP outage
  • 630 tickets - regular support

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🌟 4. CSAT & Client Feedback

---

🏕️ 5. Highest-Volume Parks

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🤖 6. Flint Update

---

💬 7. Open Discussion

• Initial interviews for support fill will likely begin next week
  • Next will be team interviews, will follow up to let everyone know when those will begin

 

END MEETING

 

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Firefly Support Weekly Agenda – Week of 2/25

👥 1. Team Availability

• Adrienne PTO- Thursday 2/26 and Friday 2/27
• Leeza- Out morning of 3/4
  
  

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🛠️ 2. Product & Development Updates (via Krystal)

📣  Dev Pipeline Reminder — Waiting on Us
 Thank you to everyone who has reviewed and cleared items recently — we’ve made good progress.
 There are still a few tickets remaining in the “Waiting on Us” column. If you have any items still pending, please review them and update accordingly.
If you need assistance, clarification, or help moving any of these forward, please reach out so we can get them cleared.

🛠️ Feature Updates
• Extensions with Buffer Days
 Reservations that include buffer days can now be extended on the same unit.
 The system automatically adjusts buffer days while preventing conflicts with future reservations.
• Rate Qualifier Identifier
 Reservations with a rate qualifier now show a % icon and qualifier name directly on the Reservation Detail page for quick visibility.

Scott - https://app.hubspot.com/contacts/21079145/record/0-5/40573321017



🐞Bug Fixes
• Reservation Access Error
 Fixed an issue where some reservations could not be opened due to an object reference error.
Leeza- https://app.hubspot.com/contacts/21079145/record/0-5/40301455203?eschref=%2Fhelp-desk%2F21079145%2Fview%2Fsearch%2Flist-view%2Fticket%2F40301455203%3FmessageId%3D102642492816%26query%3D40301455203



🛠️ Release Updates
 • No production release this week.

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📈 3. Ticket Volume & Trends

• 756 tickets created this month

  • 227 are Bridgepay outage related
  • 532 regular support tickets

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🌟 4. CSAT & Client Feedback

• 94% positive CSAT rating!

• 2 passive submissions

  • Talked to Bradly regarding the debit card processing fees. Possible solutions in the future could be an option to override processing fees. Bradly will also investigate the processor API to check for debit card data and possibly improve the integration to identify debit vs credit.
• 34 positive submissions

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🏕️ 5. Highest-Volume Parks

• New to top parks this week is Fox Run

  • Affected by the BP outage & switched processors

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🤖 6. Flint Update

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💬 7. Open Discussion

 

END MEETING

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Firefly Support Weekly Agenda – Week of 2/11

👥 1. Team Availability

• Leeza- out early 2/18 at 3pm cst

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🛠️ 2. Product & Development Updates (via Krystal)

Team Reminder — Dev Pipeline
 Please review the “Waiting on Us” column in the dev pipeline and update any tickets that need follow-up from Support.



Feature Updates
• Temporarily Disable Online Payments
 A new setting allows parks to temporarily stop online payments during processor outages while still allowing reservations to be created. For BP outage

• Reservation Grid Improvements (Splits & Extensions)
 New Linked Unit icon helps identify split reservations.
 Related reservation segments now highlight together when hovered.

• Buffer Day Fix for Split Reservations
 Buffer days now display correctly when reservations are split or rearranged.
• Ongoing Reservation Warning (Standard-Only Units)
 Users now see a warning when converting a reservation to ongoing on a standard-only unit.

Bug Fixes
• Add-Ons Sold Report — Missing data columns restored.
Leeza - Catalina Support Ticket

 • Fiserv Connection Error — Fixed connection error when selecting Connect.
Krystal - Spirit Mountain Support Ticket

 

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📈 3. Ticket Volume & Trends

• 175 tickets - BP Outage
• 377- Support Tickets

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🌟 4. CSAT & Client Feedback

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🏕️ 5. Highest-Volume Parks

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🤖 6. Flint Update

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💬 7. Open Discussion

 

END MEETING

 

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Firefly Support Weekly Agenda – Week of 2/4

👥 1. Team Availability

• Leeza 2/6 PTO 9am-12pm central
  
  

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🛠️ 2. Product & Development Updates (via Krystal)

• New Dropdown UI: The Override Restrictions dropdown on the New Reservation and Add Unit pages got a facelift. It’s now a cleaner multi-select style where your choices stay visible so you can double-check them.
• History Tracking: Any time a restriction is overridden, it now logs a note in the Reservation History tab. It includes a timestamp and the user who did it, so we have a solid audit trail for exceptions.

• Emails (Reservation): All the standard booking/payment stuff.
• Emails (Non-Res): Covers Group Holds, POS, and Waitlist emails.
• SMS Messages: All texts in one place. You can click any row to jump straight to the reservation or guest profile.

• Correct Timestamps:  When you edit a reservation or unit note, it now shows the actual update time instead of just sticking with the original "Created On" date. Leeza's Ticket: Hubspot
• Rate Preview: On the Units tab, the base rate is now blue and underlines when you hover over it. Much more obvious that you can click it to see the math.

• Faster Reports: Massive performance boost for reports dealing with charges and payments. Some are loading up to 10x faster now.
• Coupon Fix: Corrected the "Nullable object" error when adding coupons to ongoing stays without an end date.
• POS Zero Totals: Fixed the Revenue Summary so it doesn't pull old payment values for $0.00 POS transactions.
• Guest Portal SMS: Guests can now save their SMS preferences in the portal without it failing.

📈 3. Ticket Volume & Trends

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🌟 4. CSAT & Client Feedback

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🏕️ 5. Highest-Volume Parks

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🤖 7. Flint Update

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💬 7. Open Discussion

 

 

 

END MEETING

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Firefly Support Weekly Agenda – Week of 1/28

👥 1. Team Availability

• Adrienne PTO Friday 1/30

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🛠️ 2. Product & Development Updates (via Krystal)

Waitlist Enhancements

• General usability and workflow improvements to the Waitlist experience.
• One-pager from demo: https://aspiraconnect.atlassian.net/wiki/spaces/FFG2M/pages/1797652481/Waitlist+Enhancements

Group Holds – Add Reservation

• Reservations can now be created directly from Group Holds (from the list or the Expanded Grid).
• Group Hold details are prefilled when booking, and visual indicators help prevent duplicate reservations.

Ongoing Reservations – Recurring Charges Update

• Recurring charges now recalculate correctly when an end date is added or updated.
• Removes confusing $0.00 future charges and keeps rates/billing methods in sync.

 🏷️Unit Class Booking

• When “Book by unit class only” is enabled, unit names and numbers are no longer displayed on the vehicle information step of the Reservation Portal and External Portal.
• References now show only the unit class, ensuring guests aren’t shown specific unit details before assignment.

Random Errors in Reports & Other Areas

• Fixed an issue where switching browser tabs could cause expired sessions and random errors.
• The system now refreshes the session automatically, reducing unexpected errors—especially when running reports.

Disputed Account Payments

• Stripe disputes are now tracked automatically in Firefly user invoice.

Reservation Portal Availability Calendar Fix

• Fixed an issue where blocked units didn’t always appear correctly on the Reservation Portal due to time zone handling.
• HubSpot- Krystal: https://app.hubspot.com/contacts/21079145/record/0-5/38602722616/view/1?engagement=100579351980

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📈 3. Ticket Volume & Trends

• Jan 2025 Ticket Total- 717

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🌟 4. CSAT & Client Feedback

• Up 4% this week in positive submissions with no new negatives, great job team!

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🏕️ 5. Highest-Volume Parks

• Same top 3 parks this week

  • White Oak +3 tickets

  • Kings Mountain +1 ticket
  • Rivers Crossing +3

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🤖 7. Flint Update

• Last week concluded with 12 chats and 1 additional positive feedback for a total of 2.

• 9 new chats started this week
  • Testing Flint for 24-hour intervals as credits allow
• No new positive feedback this week so far

Knowledge Gaps:

• Inquiry on a pending ACH payment for a cancelled reservation

• Inquiry on how to email an inventory report
• Inquiry on how to resolve an EOD error

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💬 7. Open Discussion

• Success Webinar next week - 2/4 12EST

• Derived rate logic can be used in the channel settings to alter standard rates.

 

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Firefly Support Weekly Agenda – Week of 1/21

👥 1. Team Availability

• Full team for the next week!

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🛠️ 2. Product & Development Updates (via Krystal)

🚀 Release Update
 • The release originally scheduled for last night was pushed to tonight.
 • This release includes the Waitlist enhancements and Group Hold enhancements that were demoed on 1/7.

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📈 3. Ticket Volume & Trends

• Jan 2025 Ticket Total- 717
• Let's be sure we are merging any duplicate tickets for same issue (within same day only)

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🌟 4. CSAT & Client Feedback

• 2 additional detractors this week

  • Park that was responded to but for some reason was not seeing the responses, followed up with park and was able to get them the info they needed.
  • Park submitted negative feedback when given detailed information to connect to a credit card processor, they did not appear to have any additional questions. Great job following up with them Krystal!

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🏕️ 5. Highest-Volume Parks

• Same top 3 parks with Rivers crossing and Kings Mountain switching places this week

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🤖 7. Flint Update

• Last week ended with:

  • 16 new conversations started
  • 5 new positive visitor feedback
  • No escalated tickets to support
• New Knowledge gaps and/or response corrections needed:
  • Park asked about pricing to purchase a clover device. Need to ensure our articles include details about contacting Fiserv for purchasing devices. Conversation link
  • Park asked how to search by license plate. Flint was unable to locate details on how to do that. Conversation link

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Firefly Support Weekly Agenda – Week of 1/14

👥 1. Team Availability

• US Holiday Monday 1/19

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🛠️ 2. Product & Development Updates (via Krystal)

• No release this week due to the Cameron County rush event.
• Waitlist + Group Hold + other one-off enhancements are now scheduled to deploy next week on the 21st.

• Expanded Grid: Drag & Swap
• Drag-and-drop swapping between units (1:1 only)
• Supports nightly, day use, extensions, and split reservations
• Visual validation (green/red highlights) + confirmation
• Optional charge recalculation or override
• Hide Nightly / Day Use Icons
• Icons only show if the park has Day Use and Nightly units
• Dashboard and Reservation Grid
• Recurring Charges – End Date Fix
• Recurring charges now calculate correctly when an end date is added
• Syncing with rates no longer causes incorrect rate periods
• Expanded Grid reCAPTCHA Hidden
• Prevents scroll blocking and improves usability
• Apple Touch Icon Added
• Fixes repeated error logs and improves Apple device icon handling

• Processing Fee Calculation
• Skips calculation when no items exist (prevents errors)

• Coupons remain applied when rental addon dates change

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📈 3. Ticket Volume & Trends

• Jan 2025 Ticket Total- 717

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🌟 4. CSAT & Client Feedback

• January CSAT is trending positive so far - 88%

• Low detractor volume- Only 2 detractors this month

• Strong rep shoutouts in feedback!

• Full trends coming at month end

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🏕️ 5. Highest-Volume Parks

Rivers Crossing (Brandi Everett)- Mostly how-to & setup questions in Dec with a few Accounting EOD questions this month.

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🤖 7. Flint Update

- Flint has grabbed 6 new conversations for us last week with 3 this week so far

- Only 4 negative feedback on the week of 12/29 made by a single chat.

- Knowledge gaps consisted of inquiries on how to remove the pop-up. I've made changes to the chat widget to minimize it a bit more and switched it over to the lower left corner of the screen.

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💬 7. Quick Updates & Open Discussion

• New notes functionality available in Help Desk! 

• Change of hours for Leeza starting next week- 8am - 4pm CST

 

END MEETING

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Firefly Support Weekly Agenda – Week of 1/7

👥 1. Team Availability

• Adrienne out on 1/12

 

🛠️ 2. Product & Development Updates (via Krystal)

 Quick Heads Up
If any tickets come in related to password recovery or login issues, please route them to me after confirming:

• The user is using the correct email on their Firefly account, and
• They have not blocked or filtered Firefly emails
• Once those are confirmed, feel free to assign or tag me and I’ll investigate.

 

 Release Update
Due to the holiday update freeze (Dec 19 – Jan 2), there were no releases during that period.
Now that the freeze has ended, a new release is expected this week

 

 

📈 3. 2025 vs 2024 Support Overview

 

📈 4. Ticket Volume & Trends

 

🌟 5. CSAT & Client Feedback

 

🤖 6. Flint Update 

 

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