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Firefly Support Weekly Agenda – Week of 7/22
👥 1. Team Availability
- CA holiday- Mon 8/3
- Leeza PTO- Tue 8/4
- Krystal out at 11am CST- Tue 8/4
- Jen M PTO Pending- Fri 8/7
🛠️ 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.
📈 3. Ticket Volume & Trends
Average Time to First Response
Average Time to Close
🌟 4. CSAT & Client Feedback
📖 5. Most Viewed KB Articles
Most Viewed KB'S
Highest Avg Time Spent KB's
🤖 6. Flint Chats
Chat Feedback Trend
💬 7. Open Discussion
END MEETING
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
🛠️ 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.
📈 3. Ticket Volume & Trends
Average Time to First Response
Average Time to Close
🌟 4. CSAT & Client Feedback
📖 5. Most Viewed KB Articles
Most Viewed KB'S
Highest Avg Time Spent KB's
🤖 6. Flint Chats
💬 7. Open Discussion
END MEETING
Firefly Support Weekly Agenda – Week of 7/15
👥 1. Team Availability
- Adrienne PTO- Tue 7/21
- Leeza PTO- Thurs 7/23- Fri 7/24
🛠️ 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!
📈 3. Ticket Volume & Trends
🌟 4. CSAT & Client Feedback
🏕️ 5. Highest-Volume Parks
🤖 6. Flint Chats
💬 7. Open Discussion
END MEETING
Firefly Support Weekly Agenda – Week of 6/24
👥 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
🛠️ 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!
📈 3. Ticket Volume & Trends
🌟 4. CSAT & Client Feedback
🏕️ 5. Highest-Volume Parks
🤖 6. Flint Chats
💬 7. Open Discussion
- Upcoming Success Webinar: How to use Canva
- July- Date: July 9th
END MEETING
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)
🛠️ 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.
📈 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.
🌟 4. CSAT & Client Feedback
33 Submissions:
- 4 detractors (+1 since last week)
- 29 Promoters (+11 since last week)
🏕️ 5. Highest-Volume Parks
- Triple J +2 Tickets
- Dinosaur Valley +1
- White oak +2
🤖 6. Flint Chats
💬 7. Open Discussion
- Upcoming Success Webinar: How to use Canva
- July- Date: July 9th
END MEETING
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