Travel Alberta

Start date: Ongoing 

Weekly Time Commitment: 3-6 hours 

Defaults and tips

• The automatic reply box is always on. Update when:
  1. There is a holiday resulting in office closure
  2. Increase in a certain question (ex. Alberta Wildfires)
  3. Auto-reply edited in Freshdesk > Admin > Automations
     • Travel Alberta corporate communications will handle any newly written content
• Send a response even if their question was answered in the auto-response.
• (Brian) B99575859@gmail.com sends the same email regularly.
  • Continue to respond to this individual - He’s a regular contributor. 
• The “Waiting on Third Party”/”Being Processed” FreshDesk status tags can be used when we are waiting on the response of a TA team member. 
• Emails about Alberta’s national parks go to the relevant Destination Development Manager
  • Currently Cameron Spence (as of Nov. 2023)

References

• Travel Alberta Consumer Inbox Standard Response Reference

Travel Alberta Contact Us Page - Email (Triage) Forwarding Destination Matrix

Inbox Management

1. Prepare
   1. Regularly update the “Standard Response Reference” and  "Consumer Inbox email destination documents
2. Response and filing
   1. Manage emails
      1. If you need a team member’s feedback, forward the email and await input. Then respond.
         • Change the ticket status from "Open" to "Waiting on third-party"
      2. Complaints:
         • Set the ticket type to "Complaints"
         • Forward to Serena Toews and she will manage the response.
      3. General consumer inquiries
         • The Type will automatically be set to Consumer Inbox
         • Consumer Inbox type will need to be set by the responding agent
         • Respond to all emails, using the Consumer Inbox Standard Response Reference document, website, or other resources as necessary.
         • Change the ticket status from "Open" to "In Progress" if the inquiry cannot be immediately resolved.
           • Set due date to 2 business days from current
         • Once a ticket is resolved, change the status from "In Progress" to "Resolved"
           • Using closed sends an unnecessary email
             
      4. Industry Hub inquiries
         • If you can answer the question accurately, do so
         • If you cannot, use the Email Forwarding Destinations Matrix (above) to find the appropriate contact
         • If you cannot determine the appropriate contact, assign the ticket to Serena Toews (Freshdesk agent)
      5. Resolving Tickets
         • Select Resolve rather than Closed when a ticket is complete
           • Resolve ends the interaction, while Closed responds with an automated email
3. Tracking and evaluation
   1. Extra information - Add Tags to Tickets
      1. Add a tag to specify an international location (e.g. Germany)
      2. Add a tag to indicate if a request was for 'printed material'
      3. Email format should include source (Industry vs. Consumer)
   2. Preparing report
      1. At the end of the month, summarize the requests we received in the Travel Alberta Consumer Inbox.
         1. Identify ticket trends – Higher or lower volumes
            1. Overall
            2. Inquiry Types
            3. Location
            4. Demographics
      2. Send the report to Serena Toews who will provide it to interested parties. 

Consumer Inbox Ticket Types