When a partner submits a request or when a partner responds to a request, sometimes it is necessary to change the status of the ticket to "Pending". This typically means that you are awaiting further information from the partner in order to proceed.
In some circumstances, a partner may not respond to you in a timely manner, or may not know that you are awaiting their response. This article provides scenarios for when you may close the ticket (i.e. mark it "Closed") or follow-up with the partner.
Scenarios:
1) Partner is inquiring about rate discrepancy on accommodations page > Follow-up required.
2) Partner's request has been responded to, but no actions have been followed through (i.e. changing an Event to an Offer, but partner hasn't begun to action; partner has been asked to switch an image, but has not done so) > Follow-up required.
3) Partner's response does not pose a risk to Travel Alberta's brand or reputation (i.e. when a partner has requested information, agent has responded with information, partner does not acknowledge response) > Ticket may be closed. This scenario should be approached on a case-by-case basis with appropriate sensitivity.