Rakuten Travel Xchange

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 existin...

Work on it if it is a valid ticket/request Execute the new ticket if it is not a valid ticket Do not merge the new ticket to the existing one.

New ticket created automation DOES NOT WORK on outbound emails or emails that we are the one who sent it out initially (i.e. supplemental supplier tickets o...

There is no need to acknowledge the last email of the client for it to appear on the newly created ticket via automation unlike the photo shown below. ...

If the ticket is still OPEN (eg., initial req is HCN then the client sent a special request) original ticket owner will still work on the case/request. ...

Existing ticket is currently being handled by GEN CS Same concern? ticket owner is online? > Assign the ticket to the ticket owner ticket owner is no...

Gen CS Concerns with Existing Ticket Handled by CSS on a Different shift Existing ticket open and case is urgent? > MERGE the ticket, work on the ca...

Gen CS and CSS Concerns with Existing Ticket Handled by RMS on a Different Shift Existing ticket open and case is URGENT? > MERGE the ticket, work o...

Do not use the exact same template to the client when you want to tell them that we are still working on the case.  The same goes to the supplier ticket wh...

General CS Available -  BOTH Tickets and Calls once the shift starts Lunch - one hour lunch break Break - (30 minutes per shift) Maximum of 15 minute...