Step 1: Check Freshdesk


  • Booking ID has an existing ticket with the same concern > Skip Step 2 and proceed to Step 3.
  • There is already an existing ticket being handled by a another specialization higher than yours > Skip Step 2 and proceed to Step 3.
  • Booking ID has an existing resolved ticket with your same specialization > Proceed to Step 2
  • No Existing ticket (New concern) > Proceed to Step 2


Step 2: Check Admin Portal: Travel dates, Booking status, Client and Supplier name, Rate type, and Activities


Step 3: Acknowledge / assign / merge / work on the ticket depending on what action is needed to be done after checking step 1 and 2



Take note of the additional info to check on Admin Portal when doing step 2: Activities. 

This is  to know the updates that has happened on the booking.



e.g., Original booking dzjzq52k

Supplier: Youtravel


Rebooked to dov2o5v4

New Supplier: Travelbullz


If the client sent a request for booking dzjzq52k and you noticed on activities that this booking has been rebooked to dov2o5v4, you must now refer to booking dov2o5v4 and send the request to supplier Travelbullz.