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            Flash PARCS Call Center Guide: How to clear Orphaned Sessions via Flash Admin "Clean Up Tickets"

            Modified on Tue, 20 Oct at 8:34 AM

            How to clear Orphaned Sessions via Flash Admin "Clean Up Tickets"


            Description

            When an attendant manually opens a gate to vend a driver without scanning their credential, the associated Express Pay session and PARCS ticket remain in "Open" status. As long as this session remains unresolved, the system will block the driver from initiating any future Express Pay sessions.


            Agent Instructions & Details


            1. Invalidate an Open session in ParkWhiz
            Log in to the ParkWhiz Admin portal.
            Select the Users tab to pull up sessions under a specific user.
            1. Search by known user details or License Plate
            2. Select user > Tickets tab
            3. Filter by Open tickets
            4. Select Ticket ID
            5. Click the Invalidate Ticket button
            6. After clicking “Invalidate”, select “other” from the drop-down and leave a note to explain why we closed the ticket.
            7. If you’re having trouble with any of these steps, contact ParkWhiz Support (help@parkwhiz.com or 888-472-7594).

            Call Script for Client:

            “Thank you for contacting support! I would be glad to help you close the active ticket in our system and reconcile your billing to prevent any incorrect charges. I'll process that update for you right away. May I please have your license plate and/ or ticket number, if available?"
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            2. Soft close the PARCS ticket in Flash Admin:

            1. Log into the Flash Admin portal.
            2. Go to Locations > [Location]
            3. Select the Clean Up Tickets tab.
            4. Select Transient Ticket, enter a future date or a day after the known entry date.
            5. Find the ticket using the number from ParkWhiz or the PARCS transient ticket number.   
            6. Click the Soft Close Selected Tickets button.


            Call Script for Client:

            "I’ve closed your ticket in the dashboard and requested Support to cancel the Express Pay session so you aren’t overcharged. All set on our end! Please make sure to contact the towing company for you to retrieve your vehicle."




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