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To ensure efficient resolution of on-tour issues during business hours for allotment tours, please adhere to the following procedure:
Updated on July 17, 2025
On-Tour Issues (Allotment)
First Instances: Escalate to MEL OPS in the first instance as there is the potential for us to resolve the concern without contacting the supplier.
If you are contacting a supplier on our behalf, please attempt to do so from the naming list ticket so all correspondence is streamlined for that group OR failing being able to locate that ticket, please create a new ticket rather than simply emailing from the deal, as there is then opportunity to track a response.
Check this how-to video on how to locate a naming list and manage correspondence with our allotment suppliers when needed.
Here is a written guide based on the video below.
Updated as of July 25, 2025
How to Find a Naming List Ticket in HubSpot
Go to the Tickets section in HubSpot.
If you already have a view called "Naming List", click into it to find the ticket.
If you do not see the Naming List View
Click Add View.
Type "Naming List" in the search bar.
Select it from the list. This will add it to your ticket views.
If you are looking for a specific group's ticket:
Use the search bar at the top of the Tickets page.
Search using the group name, departure date, booking reference, or "Naming List".
Most naming list tickets have a direct link to the list in the initial email or in the correspondence section.
How to Contact Supplier
Always send emails from within the ticket, not from the deal.
You can:
Reply to an existing email thread, or
Create a new email in the ticket.
The contact person will be linked to the ticket. You can also add emergency contacts if needed.
When writing the subject line of the email, include:
Whether it is URGENT (if a quick reply is needed)
The group name
The departure date
The booking reference (Booking ID and surname)
Example: URGENT – Smith Group – 12 Aug – Booking #123456 Smith
After sending the email, change the ticket status to "Waiting on Supplier" so the team can track the response.
If You Cannot Find the Naming List Ticket
If you cannot find the naming list ticket, you can create a new ticket from the Deal.
Do not just email from the deal. Instead:
Open the deal in HubSpot.
Click Create Ticket.
Name the ticket based on the incident.
Choose the Support Tickets pipeline.
Add a description (usually the same as the ticket name).
The ticket will be assigned to you automatically, but you can change the owner if needed.
Link the ticket to the correct supplier contact and company.
This helps the Melbourne Ops team link your new ticket to the main naming list ticket later. It also allows the team to monitor the supplier's response.
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