How to Handle Zendesk Tickets
Zendesk is the working platform where all communications land with both guests and travel partners.
Every e-mail, text message, reservation, etc. turns into a ticket and is filed in separate tabs per our settings.
The GR Department deals with the Reviews tab on a daily basis, especially on the morning shifts.
The notifications of reviews from Vrbo and Expedia guests, rate&request notifications, as well as review-related messages from the partner channels, are filed in the Reviews tab.
1. Expedia Reviews
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Click on the reply button to view the review on Expedia
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Click on the guest’s name to pull up the reservation details
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Compose your reply and post it
2. Rate and Request
These help us track the checkouts on Vrbo, rate the guests (we normally give all our guests 5* reviews), and request them to review their stay in return.
We copy the reservation ID, pull up the reservation in our system, check the status and comments to make sure it’s not a challenging one, and the guest reported no issues during the stay, then we rate the guest and send a review request.
3.Communication with Partner Channels
When guests apply to our partners with any complaints, they send us a request to provide our side of the story or offer some resolution.
Responding to our Surveys via e-mail
Guests may rarely respond to our automated survey via email instead of completing it as requested. We can reply to it either on Zendesk or from the reservation dialog.
To reply from Zendesk
a) type your message in the box
b) then submit as solved
To eend a Text message to guests please see E-mail & Text Message Communication.
4. Replying to Vrbo reviews
a) Pull up the reservation in our system by searching by the ID
b) Click on the Write a response button to jump on Vrbo
c) Type your response in the box and click on the Submit button
5. Scheduled Reminders
Click on the reservation ID to open the reservation and take the necessary action per the comment.
*Reminders are set to track the reviews or do any necessary follow-ups.
To set a reminder
How to set a reminder
a) Click on Set Reminder
b) Set the date, put a subject, and leave your comment in the body box
c) Click on the Send button and the ticket will be created and sent to the review tab
