A task must be added to the ticket. This is mandatory and the main purpose is to closely monitor the ticket. The tasks must follow standard times:
Type of ticket reply | Follow-up task date in | Ticket lifetime |
General Inquiry | 3 business days | Close after due date if no answer |
Refund request | 1 week | Close after due date if no answer |
Booking requests | 2 business days | Close after booking confirmed or denied |
Confirmed Bookings | a. Before check-in, set follow-up task on check-in date (to check if the guest arrived) b. After check in, set up follow-up task 14 days after arrival to call the guest and ask how the stay is going. c. Set task on check-out date, to close the ticket. | Close the ticket once: - checked-out - booking cancelled |
Denied Bookings | Set follow-up 2 regular days after guest informed that the booking is not confirmed | Close the ticket once the client has been properly noticed and continue as follows: - if this derives to a refund, start ticket for booking request process. - if this derives to relocation, start ticket for relocation. |