FAQ
There is no need to call the hotel again once the supplier responded to your email and provided the hotel staff who confirmed the booking. You may relay the...
Wed, 4 Sep, 2024 at 11:37 AM
No. Assign the ticket immediately to your 2IC for them to resolve the case within 1.5 hour SLA.
Wed, 4 Sep, 2024 at 11:50 AM
Yes. Merge the new ticket to the existing one and reopen the ticket and inform the ticket owner. Example given: Gen CS A is still working on an u...
Wed, 4 Sep, 2024 at 12:06 PM
No. Ask the client to cancel the reservation first on our system and accept the cancellation policy regardless if the booking is past-dated or future boo...
Wed, 4 Sep, 2024 at 1:48 PM
The case is considered URGENT when the guest will be checking in within 24 to 48 hours from the time you received the ticket/concern. The case is ...
Wed, 4 Sep, 2024 at 1:59 PM
New Ticket Created via automation are NOT for merging. Work on it of it is a valid ticket Execute if invalid
Wed, 4 Sep, 2024 at 2:12 PM
Ticket automation DOES NOT work on outbound emails or the emails which you created. Example given: A forwarding ticket to client GEN CS has created ...
Wed, 4 Sep, 2024 at 2:18 PM