Urgent ticket priority

Urgent priority lets you mark a support ticket as Urgent, so the FitManager team knows the gym cannot operate normally and puts it first. Without it, the highest priority you can pick is High.

Which plans have it#

Add it on Pro#

1. Open Settings > Billing and click Change Plan.
2. Keep Pro selected. Under Add-ons, tick Urgent ticket priority. Its price is shown next to it.
3. Check the total and confirm.

The add-on is billed once per gym, not per location. See Choose or change your plan.

Open an urgent ticket#

1. Open Support > New ticket.
2. Fill in the Subject and How can we help? as usual.
3. Set Priority to Urgent.
4. Click Submit ticket.

On a plan without the feature, Urgent is greyed out with Upgrade required, and the form says Urgent priority is not available on your current plan.

When to use it#

Urgent is for problems that stop the gym from running, for example:

• Members cannot get in: the doors do not open for anyone.
• You cannot sell: the POS, the card terminal or the fiscal printer is down for every sale.
• Members cannot sign in to the portal or the app at all.
• The dashboard does not load for any of your staff.

For everything else, use High or lower. A clear subject and a screenshot help more than the priority does; see Write a ticket that gets solved fast.

Support hours#

FitManager's published support hours are Monday to Friday, 09:00 to 18:00 CET, with answers in English and Macedonian. Urgent tickets are also watched outside those hours.