Ticket Assignment & Acceptance
A Freshdesk ticket is assigned to the agent.
The agent must accept the ticket within 90 seconds.
Ticket Review & Trip ID Retrieval
Review the Freshdesk ticket thoroughly.
Identify and copy the Trip ID from the ticket.
Booking Verification
Search for the Trip ID on Gmail and the Dashboard.
Confirm the booking status under the car section on the Dashboard.
Verify that the booking confirmation email is sent to the customer and that the Billing Number is updated (if applicable).
MIS & Status Check
Confirm that the booking status shows as “booking completed” for package bookings or “Budget Pending” for stand-alone bookings on the IL Dashboard.
Navigate to IL Reports to check the MIS status.
Validate that the charges captured in MIS match the actual amount charged.
Membership & Payment Updates
Update Car Membership Details and cross-check that the Billing Number and Corporate Discount (if applicable) are correctly updated.
For bookings with vendors other than Enterprise/National for specific companies (e.g., Sodecia or Multimin), send an email to the traveller stating that payment is to be made at the time of pickup.
Closure & Tracking
Update case notes on Freshdesk, transfer the ticket to the US support queue if required, and close the ticket.
Update the US Production Tracker.
Charge the client the applicable service fee.
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article