Rakuten Travel Xchange

General Knowledge 14

• New created tickets via automation are NOT for merging.
• New ticket created automation DOES NOT WORK on outbound emails
• No need to acknowledge the last email of the client before changing the request type of the ticket
• Client replied asking for a different request on the same email thread
• Gen CS POV: New ticket with Gen CS concern that has existing ticket

View all 14

FAQ 9

• Do I still need to call the hotel for HCN if the supplier already provided the hotel staff name who confirmed the booking on the email?
• Can I merge an on the spot ticket to an existing ticket?
• Can I merge a ticket to a prematurely resolved ticket?
• How do you distinguish an "Urgent" from "On the spot" case?
• Can I merge a New Ticket Created via automation with an existing ticket?

View all 9

General CS 1

• General Customer Service

Customer Service Specialist 1

• Customer Service Specialist

Relocations and Mapping Specialist 1

• Relocations and Mapping Specialist