Ticket Management System

Overview

The Ticket Management System handles guest inquiries, quick offers, and internal tasks within the Gustaffo Reservations platform. This module provides structured workflows for capturing, assigning, and resolving guest requests, while integrating with the offers system for seamless conversion of inquiries to bookings.

Ticket Workflow

Ticket Creation

Tickets can be created through multiple channels:

1. Website Form Submissions

   • Partially completed inquiries from website forms
   • Auto-capture of abandoned booking forms
   • Direct inquiry submissions

2. Quick Offer Form

   • Simple, automated form within the app
   • Travel detail collection
   • Rapid response capabilities

3. Manual Creation

   • Agent-created tickets
   • Phone inquiry documentation
   • Email request tracking

Quick Offer Process

The Quick Offer feature provides a streamlined path for creating offers:

1. Detail Collection

   • Basic travel information (dates, guests, preferences)
   • Contact information capture
   • Special request notation

2. Automated Options

   • System searches for 3 available options
   • Price and availability verification
   • Room type selection based on party size

3. Offer Generation

   • Automated email creation
   • Link to offer microsite
   • Agent assignment for follow-up

Ticket Fallback

When automated options cannot be found, the system creates a ticket:

1. Ticket Creation

   • Quick Offer data transferred to ticket
   • Priority assignment based on dates
   • Categorization as "No Availability"

2. Agent Assignment

   • Ticket routed to appropriate reservation manager
   • Notification of new ticket
   • SLA timer initiation

3. Manual Processing

   • Agent reviews request details
   • Searches for alternative options
   • Creates customized offer or response

Key Components

Ticket Entity

The core ticket data structure includes:

• Ticket metadata (ID, creation date, status)
• Guest information (contact details, preferences)
• Request details (dates, party size, special requests)
• Assignment information (agent, department)
• Resolution tracking (response time, resolution type)

Quick Offer Form

The Quick Offer interface provides:

• Simplified data entry with minimal required fields
• Real-time availability checking
• Template-based response generation
• Automated pricing calculation
• Direct submission to guest

Agent Dashboard

The ticket management interface includes:

• Ticket queue with sorting and filtering
• Priority indicators based on travel dates
• SLA tracking with response time monitoring
• Agent performance metrics
• Batch processing capabilities

Notification System

The notification components provide:

• Agent alerts for new tickets
• SLA breach warnings
• Guest communications tracking
• Internal note sharing
• Resolution notifications

Technical Implementation

The Ticket Management System is implemented using:

• TicketService - Core service for ticket operations
• QuickOfferService - Handles Quick Offer processing
• TicketController - API endpoints for ticket management
• TicketRepository - Data persistence for ticket information
• TicketGuestRepository - Associated guest information

Integration Points

The Ticket System integrates with several other modules:

1. Offers System

   • Conversion of tickets to formal offers
   • Shared guest information
   • Offer status tracking

2. Booking Engine

   • Availability checking
   • Rate retrieval
   • Reservation creation

3. CMS

   • Email template management
   • Response templates
   • Notification content

4. User Management

   • Agent assignment
   • Permission checking
   • Activity tracking

Business Rules

Ticket Prioritization

Tickets are prioritized based on several factors:

1. Travel Dates

   • Imminent arrival dates receive higher priority
   • Booking window influences urgency

2. Guest Status

   • Returning guests may receive priority
   • Membership status consideration

3. Request Type

   • Direct booking inquiries vs. general information
   • Special event or group bookings

4. Channel Origin

   • Website form vs. direct email
   • Partner referrals

SLA Management

Service Level Agreements define response expectations:

1. Response Time Targets

   • High priority: 1-2 hours
   • Medium priority: 4 hours
   • Low priority: 24 hours

2. Escalation Paths

   • Automatic escalation for SLA breaches
   • Manager notification thresholds
   • Reassignment rules

3. Monitoring and Reporting

   • SLA compliance tracking
   • Agent performance metrics
   • Resolution time analysis

User Interface

Ticket List View

The main ticket management interface displays:

• Sortable list of tickets by status, priority, date
• Visual indicators for priority and SLA status
• Quick action buttons for common operations
• Filtering options for queue management
• Batch processing capabilities

Ticket Detail View

The detailed ticket view provides:

• Complete guest information and request details
• Communication history timeline
• Internal notes section
• Quick Offer generation capabilities
• Response templates and actions
• Conversion tracking to offers/bookings

Quick Offer Form

The Quick Offer interface includes:

• Streamlined data entry fields
• Real-time availability display
• Rate and option selection
• Template customization
• Direct submission capabilities

Future Enhancements

Planned improvements to the Ticket System include:

1. AI-Assisted Responses

   • Smart response suggestions
   • Automated categorization
   • Sentiment analysis

2. Enhanced Integration

   • Direct chat integration
   • Social media inquiry capture
   • Messaging platform support

3. Advanced Analytics

   • Conversion funnel analysis
   • Pattern recognition for inquiries
   • Predictive modeling for busy periods

4. Mobile Experience

   • Dedicated mobile interface
   • Push notifications
   • On-the-go ticket management