Is Zendesk a good solution to manage bookings for a small travel agency?

7 Comentários

  • Jessie Schutz
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    Hi Chris!

    This is a really interesting question. My first thought is that trying to manage your booking through Zendesk might be tricky, because if that information comes from a noreply email address or something, those messages will get hung up in the suspended ticket queue. 

    All that said, I think you might be able to use Zendesk to streamline things a bit. Rather than receive your bookings via email, you could set up Zendesk Guide to give information on available services, and your customers could use the form included with Help Center to request their bookings.

    I don't think we have any integrations with software in use by travel agencies, but we do have quite a few task apps that integrate with Zendesk that might be helpful. You can check those out in our Apps Marketplace.

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  • Chris
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    Hi Jessie,

    thanks for your reply. No the bookings won't come from a noreply email. 

    Does Zendesk support forwarding a ticket to another email than the requester? I don't mean CC another person but forward without CCing the original requester? Is that possible?

     

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  • Jessie Schutz
    Ações de comentário Permalink

    Hi Chris!

    If I understand you question correctly, I think that setting up an email target will do what you're looking for!

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  • Christian Eiermann
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    Hi Jessie! Not really :) for email targets I would need to know in advance to who I would send an email before I get it (trigger). I am looking for a solution similar to email forwarding. Instead of replying to the client I forward the entire conversation to an external email address. Is this possible?

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  • Jessie Schutz
    Ações de comentário Permalink

    Hi Christian!

    Besides using the CC functionality, there isn't anything that will do what you're looking for. Can you tell more about why you need this as part of your workflow? Perhaps there's something else we can do.

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  • Christian Eiermann
    Ações de comentário Permalink

    Hi Jessie! We are a travel agency. My idea was to use Zendesk to better manage our activity bookings. We would receive an email with the booking details to Zendesk Support and follow up from there with the client. So everyone in the company can see the status of the booking. Since we also need to forward the booking details by email to the activity provider it would be great if we could forward and keep track of the confirmation progress in Zendesk as well :) Please let me know if you can think of a way to achieve that. Thanks for your help in advance.

    Kind Regards,
    Chris

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  • Heather Rommel
    Ações de comentário Permalink

    What an interesting use case! I think this can be done. From a high level here is a brainstorm of sorts, and I'm going to assume the Enterprise plan (maybe professional plan could work too):

    Set up the Options and Payment labels you have above as custom fields drop downs.

    Stick with me here...
    Consider setting up a separate group for each Activity Provider or group of providers. Add your providers as Light agents and assign them to their appropriate Group.

    When a customer emails their booking and you've done your up front vetting on payment terms and getting additional details, assign to an Activity Provider group and select Forwarded to Provider. Use a trigger to notify them that a booking was received. As light agents they can only respond back with private notes which won't go to the customer but will keep your agents up to date with status.

    I realize Light Agents are not free. I am hoping you can work the cost into their referral fees or something.

    You'd be able to report on quite a few things with the above setup. If you get sophisticated you can teach the providers to use hashtags and update tags on the tickets to move the booking to the correct Option Status.

    Hopefully this helps!

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