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Private - Weekly Support Team Meeting Updates 2026

Topics of concern, Open dialogue, Team updates and changes

Firefly Support Weekly Agenda – Week of 6/17

👥 1. Team Availability

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

🛠️ 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.

🚀 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.

 

📈 3. Ticket Volume & Trends

🌟 4. CSAT & Client Feedback

21 Submissions:

  • 18 Promoters
  • 3 Detractors

🏕️ 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

🤖 6. Flint Chats

💬 7. Open Discussion

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

 

 

 

END MEETING

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

 🛠️ 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

💬 7. Open Discussion

 

 

 

END MEETING

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.

 

 

 

📈 3. Ticket Volume & Trends

🌟 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

🏕️ 5. Highest-Volume Parks

May Recap:

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

🤖 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

💬 7. Open Discussion


 

 

END MEETING