WHAT IT IS:
A service portal (ServiceNow / Jira Service Management style) where corporate can view all open support tickets across all locations in one view.

USE CASE:
A clinic manager in Texas submits a support case. Corporate IT wants to see it, track status, see who at Boulevard is working it, and know the resolution timeline, without relying solely on SAM/TAM follow-up. Today, their answer from Nextech is "call support and hope", where they can call four times and get four different answers with no case continuity. For a multi-brand, multi-location org, ticket visibility is how corporate holds vendors accountable to SLAs.

PROSPECT:
Alpha Aesthetics - 32 locations; on Nextech (also evaluating Zenoti). Requested by: Eric

PROSPECT BRIEF:
https://docs.google.com/document/d/1aV1ULXu2EBqid76a9FxPhPQj3gU_7rzHlGVzZjUH5jU/edit?tab=t.0 (prospect Slack channel: #prospect-alphaaestheticspartners)

PRODUCT AREA (suggested):
Support / Enterprise

VERBATIM QUOTES (call timestamps):
(44:18, Eric) Do you guys have a portal? Like where we can review our cases and can we assign access to it in the same way we're talking about with like for a multi location clinic, can we assign that same level and have that same like control and granularity on permissions and access?
(44:43, Eric) Like a service portal essentially. Service Now, forget the other ones, Salesforce... something where we can go to and say it's a source of truth of all of our open tickets across all of our locations on Boulevard.
(45:15, Eric) How would a multi location clinic like ourselves be able to track support cases that a clinic manager in like Ohio submits? How would we know that?

GONG CALL:
https://us-9385.app.gong.io/call?id=3961894578907927385

RELATED / POSSIBLE DUPLICATES:
Same ask as Chapter Aesthetics (internal ticket management / shared portal with TAG). Consider merging into one idea.

NOTES / INTERNAL CONTEXT:
Internal SAM/TAM discussion (7/24) raised concerns about customers having broad ticket visibility; today franchisor visibility only happens if the franchisee includes them on the ticket email.

SOURCE:
Posted by Tiffany Messenger in #voiceoftheprospect-strategic on 2026-07-24: https://blvd.slack.com/archives/C0BHUAATRC6/p1784916107248819