Travel Connection Technology

Dear Client,

There are few months since, on our road of improving your experience and saving your time, we started to consider and test various software systems for our support team, which to allow us to better reply on the support requests and to faster find good resolutions for all the issues.

Now, we are very pleased to announce the launch of our brand-new support ticketing system, in cooperation with Freshworks (https://www.freshworks.com), which will replace our old HelpDesk Software under the “Need Assistance” button, placed in the header of all pages.

With the new software, the support requests can be made through 3 different channels:

1. Emails – the old fashion of sending emails with support requests will stay in place and will remain the most important form of generating tickets in our support software system. The clients can send support requests on [email protected] and all the emails will auto-magically be transformed in tickets. The tickets will pass through various statuses from new to closed, and on each interaction, the client will be notified and will have the opportunity to reply with own interactions, affecting the tickets.

2. Tickets on TCT support portal – using support.tct.travel, the clients can choose to open tickets directly from the ticketing system, using their own credentials for logging and using Freshservice’s system facilities. Upon starting to type the problem description, a list of potentially helpful knowledge base articles will be displayed to the user, which gets more and more refined the more information is provided. So, hopefully, a fitting answer can be presented right away if it happens to be in the knowledge base already. This might make raising an actual ticket unnecessary in some cases, which reduces the load for our support team. As a result, they will be able to react quicker and spend more time with the other cases that really require their attention.

3. Send support requests – a new button, placed on the right side of the Traviola’ s screens, allows you to generate a ticket, directly from the booking engine, with “attach files” and “screenshot” facility. All the ticket interactions can be continued using the email, as the new ticket generates also emails in your inbox and each reply updates the ticket.

We hope that you will benefit from the new helpdesk system in the future and find any information and advice they require a lot easier than before. In the upcoming weeks, we may still need to perform some last-minute tweaks and optimizations, and possibly even remove a bug or two before everything runs smoothly. Therefore, we hope for your understanding should something not work as intended from the start – our team also needs to learn and adapt as the new helpdesk system becomes integrated into their everyday work.

Any feedback our clients give us will be greatly appreciated!

Alexandru Elisei

Travel Connection Technology