Ticket Associations
Before beginning work on any Help Desk ticket, review the ticket’s associations to ensure all information is correctly attached and aligned. This helps ensure we have the right customer information and that the customer’s records are accurately connected to the ticket.
1. Review Contacts
- Go to the Details section of the ticket on the right side.
- Review the Contacts associated with the ticket.
- Confirm that the correct customer/contact is attached.
- Remove or disassociate any vendor contacts that should not be associated with the customer’s ticket, such as Zoom, Princess, etc.
- Make sure only relevant customer contacts remain associated.
2. Verify the Booking/Reservation
- Confirm that the correct booking reservation is associated with the ticket.
- Verify that the reservation belongs to the customer and relates to the issue or request being handled.
- If the booking is missing or incorrect, correct the association before proceeding with the ticket.
Important: Do not begin working the ticket until the contact and booking/reservation associations have been reviewed and confirmed. This ensures our records are accurate and keeps the information aligned for both our team and the customer.