Request Initiated By | Request Format | Request Type | Action Required | Timeline |
ATIS User | E-mail (Freshdesk) | Error/Bug | Escalate to Travel Alberta: Document bug: Include conditions, ability to duplicate, browser, platform, screenshots. Not urgent: Share with TA staff (Specialist, Products) at next weekly meeting Urgent: Share immediately with TA staff (Specialist, Products) TA staff will resolve or direct error to appropriate IT resource. | 2 business days |
ATIS User | E-mail (Freshdesk) | “New” ticket (service request) | Assign to appropriate agent | 1 business day |
ATIS User | E-mail (Freshdesk) | “Open” ticket (service request) | Respond to partner’s request | 1 business day |
ATIS User | E-mail (Freshdesk) | “Waiting on Third Party” ticket (service request) | Follow-up e-mail | 5 business days |
ATIS User | E-mail (Freshdesk) | “Pending” ticket (service request) | Depends on request: | 5 business days |
Internal TA request | E-mail (Freshdesk) | “New” or “Open” ticket (service request) | Respond to request | As outlined in the request, based on urgency/deadline |
ATIS User | ATIS Listing submission | Pending Approval | Review and “publish” or review and “require information” | 2 business days |
ATIS User | ATIS Event submission | Pending Approval | Review and “publish” or review and “require information” | 2 business days |
ATIS User | ATIS Offer submission | Pending Approval | Review and “publish” or review and “require information” | 2 business days |
ATIS User | ATIS Pending Request | Unpublish/Republish/Delete Requests | Respond to request | 10 business days |
Contact Centre Agent | Phone | Stale Content – 1st attempt | Phone call (voicemail if necessary) | N/A |
Contact Centre Agent | Phone | Stale Content – 1st attempt follow-up | Freshdesk e-mail (Scenario 1: | Immediately after 1st phone call |
Contact Centre Agent | Phone | Stale Content – 2nd attempt | Phone call (voicemail if necessary) | 5-10 business days after 1st attempt |
Contact Centre Agent | Phone | Stale Content – 2nd attempt follow-up | Freshdesk e-mail (Scenario 2: | Immediately after 2nd phone call |
Contact Centre Agent | Phone | Stale Content – 3rd attempt | Phone call (voicemail if necessary) | 5-10 business days after 2nd attempt |
Contact Centre Agent | Phone | Stale Content – 3rd attempt follow-up | Freshdesk e-mail (Scenario 3: | Immediately after 3rd phone call |
Contact Centre Agent | Phone | Stale Content – Final attempt | Phone call (voicemail if necessary), then escalate to Travel Alberta internal team member | 5-10 business days after 3rd attempt |