Support staff
- My Tickets queue
- Customer and module on each ticket
- Clear priority and SLA
- List or inbox view
Business modules
Help desk software for travel agencies
Handle complaints, change requests and questions as support tickets linked to the customer and the module they concern. Each ticket has a category, priority, assigned staff member and SLA, so your team always knows what is urgent, who owns it and what is overdue.
- 6 statuses
- From open to closed
- 4 priorities
- Low, medium, high, urgent
- SLA
- Policies and overdue tracking
- Any module
- Tickets linked to the service
Overview
Help desk and ticketing for travel agencies
TravelSuite ERP includes help desk software for travel agencies. Every complaint, change request or question becomes a support ticket with a ticket number, the customer, the related module, a category, a priority, the assigned staff member, an SLA and a status. Because tickets sit inside the ERP, support works with the same customers as sales and operations.
The support dashboard shows total tickets, urgent open tickets, tickets assigned to you and tickets still waiting for assignment. A ticket pipeline counts open, in progress, pending and resolved tickets, and open tickets are grouped by module so you can see whether visa, pilgrimage, hotel or other services are generating the most work.
Tickets move through open, in progress, pending, awaiting customer, resolved and closed. Staff can work from a list or an inbox view, filter by status and keep their own tickets in My Tickets. Ticket categories such as visa issues or booking changes are created by your team and used for routing and reporting.
Settings control the ticket number prefix, default priority, auto-close period, maximum attachment size, SLA policies, automation and notifications. Support reports for any date range show total and resolved tickets, average first response time, average resolution time, resolution rate, overdue tickets, tickets by status and category, and staff performance, with CSV export.
Inside a ticket
The whole case on one screen
Each ticket carries the customer, the module it relates to, a category, a priority, the assigned staff member and an SLA, with the team's replies and the status history in one place.
Conversation
C1
Our embassy appointment clashes with a flight. Can it move to next week?
Customer 01 · 09:12We can request a new slot. Please confirm two dates that work for you.
Support agent 02 · 09:40C1
Tuesday or Thursday morning, both fine.
Customer 01 · 10:05Write a reply…
- Open
- In progress
- Pending
- Awaiting customer
- Resolved
- Closed
Example data.
Routing
From any module to the right queue
Tickets can relate to any part of the business. Categories you define sort them, priority sets the urgency, and the dashboard shows what is urgent, what is yours and what nobody has picked up yet.
1 Module
- Visa
- Hajj & Umrah
- Hotel
- Tour
- Finance
2 Category
- Visa issue
- Booking change
- Refund question
- Document query
3 Priority
- Low
- Medium
- High
- Urgent
4 Queue
- Urgent openNeeds immediate action
- My assignedAssigned to you
- UnassignedWaiting for assignment
Ticket pipeline
50 tickets across all stages- Open14
- In progress9
- Pending5
- Resolved22
Example data.
Key capabilities
Turn traveller issues into tickets with a category, priority, owner and SLA, then measure how fast they are resolved.
12 features included in Help Desk & Support
See it in a demo- 01Support dashboard with urgent, assigned and unassigned counts
- 02Ticket pipeline by status
- 03Open tickets grouped by module
- 04Ticket list and inbox view
- 05My Tickets for each staff member
- 06Customer, module, category, priority and SLA on every ticket
- 07Six ticket statuses from open to closed
- 08Custom ticket categories
- 09Ticket number prefix, default priority and auto-close
- 10SLA policies, automation and notification settings
- 11Attachments with a size limit
- 12Reports on response time, resolution rate and staff performance
Support workflow
From first message to closed ticket in six steps
- 01
Open a ticket
Record the customer, the module and a category for the issue.
- 02
Set priority
Choose low, medium, high or urgent. The default comes from settings.
- 03
Assign an owner
Give it to a staff member so it leaves the unassigned queue.
- 04
Reply and follow up
Work the case and wait on the customer when needed.
- 05
Resolve within SLA
Close the issue before the SLA runs out.
- 06
Review the numbers
Check response time, resolution rate and staff performance.
Settings and reports
Set the rules once, then measure the service
Ticket defaults, SLA policies, automation and notifications are configured in one settings screen. Reports cover workload, SLA health, response timing and staff performance for any date range.
- General
- Customer portal
- Automation
- SLA policies
- Notifications
Ticket defaults
Default priorityLowMediumHighUrgent
Allow customer to close ticketsFor the customer portal workflow
86%Resolution rate
- Avg. first response1.4 hrs
- Avg. resolution11 hrs
- Currently overdue2
Tickets by category
From / to Export CSV
Example data.
Built for every team
One help desk for the whole agency
Team leads
- Unassigned tickets at a glance
- Urgent open tickets
- Workload by status
- Overdue tickets
Operations
- Tickets by module
- Visa and booking issues tracked
- Categories for common problems
- Nothing lost between shifts
Management
- Resolution rate
- Average first response
- Staff performance
- CSV export
Why agencies switch
Before and after TravelSuite ERP
| Task | Without TravelSuite | With TravelSuite ERP |
|---|---|---|
| Customer issues | Scattered across calls and chats | One ticket per issue with a number |
| Ownership | Unclear who is handling it | Assigned staff and an unassigned queue |
| Urgency | Whoever shouts loudest | Priority and SLA on every ticket |
| Context | Asking the customer again | Customer and related module on the ticket |
| Service quality | Unknown | Response time, resolution rate and staff reports |
FAQ
Frequently asked questions
What is a support ticket in TravelSuite ERP?
A record of one customer issue, with a ticket number, customer, related module, category, priority, assigned staff member, SLA and status, plus the team's replies.
Which statuses can a ticket have?
Open, in progress, pending, awaiting customer, resolved and closed. The ticket list shows a count for each status.
How are tickets assigned?
Each ticket has an assigned staff member. The dashboard shows tickets assigned to you and tickets still waiting for assignment, and My Tickets lists your own work.
Does the help desk track SLAs?
Yes. Every ticket shows its SLA, SLA policies are set in settings, and reports show how many tickets are currently overdue.
Can tickets relate to different services?
Yes. Each ticket records the module it concerns, such as visa or hotel, and the dashboard groups open tickets by module.
Can I organise tickets by type of issue?
Yes. Create ticket categories with a description, such as visa issues or refund questions, and use them for routing and reporting.
Which support reports are included?
Total and resolved tickets, average first response, average resolution, resolution rate, overdue tickets, tickets by status and by category, and staff performance for any date range, with CSV export.
What can I configure?
The ticket number prefix, default priority, auto-close period, maximum attachment size, SLA policies, automation, notifications and customer portal options.
Works with every TravelSuite module
Bookings, customers, payments and accounts stay in one database, so this module shares data with everything else automatically.