TICKET HANDLING: Process

Purpose: Internal tickets are created within HubSpot CRM for tracking and managing tasks that involve multiple departments.

Depending on the process, a ticket may be created to a customer or to another IV department. 

Sample Tickets:

✔ Booking Amendments: Requests to modify customer bookings (e.g., date changes, itinerary updates).

✔ Payment Processing: Issues with refunds, transaction verification, or payment failures.

✔ Escalations: Complaints that require supervisor approval or inter-department coordination.

✔ System & Website Issues: Reporting technical problems with Perseus, the Inspiring Vacations website, or Traveler Hub.

✔ Agent Assistance Requests: Sales or customer support teams requesting help from another department.

Purpose: External tickets involve direct communication with customers to resolve inquiries or complaints.

Once a customer/supplier/travel agent sends an email or submits a form to IV,   a ticket is automatically created in HubSpot, and moved through a specific pipeline.  Any agent that is part of that pipeline may work on the ticket received. 

Sample Tickets:

✔ Customer Service Inquiries: General questions about bookings, payments, and policies.

✔ Refund & Cancellation Requests: Customers seeking refunds or changes to their trip.

✔ Pre-Tour & Post-Tour Support: Assistance with itinerary details, travel documents, or post-tour feedback.

✔ Technical Support: Traveler Hub login issues, website navigation problems, or payment errors.