Operations → Incidents
Use Incidents to keep a record of something that happened at your venue: what occurred, who was involved, what your team did, and what still needs attention. An incident can concern a client, a visitor without a client record, or an event with no identifiable person.
This is separate from the confidential HR log on a team member's profile. For attendance, performance, or employee conduct records, see Log an employee incident.
Who can use Incidents?
Access follows your role's Incidents permissions:
| Permission | What you can do |
|---|---|
| View | Read the incident list and individual records. |
| Manage | View records, file incidents, update the response, close or reopen a matter, and download reports. |
Client access and blocking have separate permissions. Being able to file an incident does not give you access to every client's profile or contact details. Ask an administrator to review Roles and permissions if an action is missing.
Incident records are internal. They are not displayed to the person named in the client portal.
File an incident
Open the form
Go to Operations → Incidents and choose File incident. On mobile, use the add button in the page header.
Record when and where it happened
Enter the date and time the event occurred. You can record a past event, but not a future one. Check the location, especially if your business has several venues. The form may select your active location or your only location automatically.
Identify the subject
Choose an existing client, a visitor, or no identifiable person. For a visitor, provide a name or a factual description. You do not need to create a client account just to document an event.
Describe the event
Choose a category and a severity of minor, serious, or critical. Add a short summary and a detailed description of what happened.
Categories cover solicitation of sexual services, harassment, threats or violence, theft, payment issues, intoxication, property damage, trespass, safety, privacy, and other events.
Record the response and people involved
Add any action already taken and any planned follow-up. If police were notified, record that and add the police reference if available. This records a notification you have already made; it does not contact the police.
You can add witnesses, affected people, and responders. Select a staff member or enter another person's name, with relevant contact information and notes. A record supports up to 20 people in this section.
Review and file
Check the subject, time, category, severity, description, and people before saving. The record receives an incident reference, identifies who filed it, and starts as Open.
Write observable facts and distinguish what you witnessed from what someone told you. For example, “At 14:10, the visitor knocked a display onto the floor; Alex witnessed it” is more useful than a judgement about the visitor's character. Include only information needed to document the event and the response.
Update the response
Open the incident and select Edit response. You can update:
- Action taken.
- Planned follow-up.
- Whether police were notified and the police reference.
Save your changes when finished. Follow-up is a written record; it does not automatically schedule a task or send a reminder.
The original narrative, subject, category, severity, date, location, and people involved cannot be edited after filing. If you need to correct or clarify the original account, explain the correction in the follow-up, with a date and context, so readers can understand what changed.
Close or reopen the matter
Choose Close incident when the required response is complete. Closing keeps the record available; it does not delete it. Choose Reopen incident if further attention is needed.
Use the incident list's status and category filters to find open matters or review similar events.
Block a client when appropriate
Filing an incident does not automatically block the client.
For a linked client, users with the required client-management permission can choose Block client. The block form suggests a reason and includes the incident reference. Review and confirm it separately. Some reasons, including the safety designation, require additional authority.
The incident shows the client's current blocked status. Closing the incident does not unblock the client. Manage that separately using Blocked and flagged clients.
Download a report
Users with Manage permission can choose Download report to save a PDF. The report includes the incident record and your business branding, where configured. Its timestamps use the incident location's time zone, falling back to the business time zone and then UTC.
The download is recorded in the audit log. Client contact and sensitive details follow the exporting user's permissions, so a report may omit information the user cannot access. Review the PDF before sharing it through your business's chosen process. Downloading does not send it to police, insurers, or the client.
Repeated exports are limited. If you see a message about too many reports, wait before trying again.
Why can I no longer open a record?
Your role may no longer have access, you may be in a different organization, or the linked client's record may have been restricted following an erasure request. A restricted record cannot be opened or exported through the ordinary incident screens. Ask your administrator to review the restriction rather than creating a duplicate record to bypass it.