SOP: Zendesk Ticket Handling

🔵 Contacting Revolut — Mandatory Steps

When reaching out to Revolut, always ensure the following:

1. Select the correct user

• Choose “Revolut Stays” as the user before sending any message.
   

2. Assign the ticket properly

• Assign the ticket to yourself as:
  Revolut – Your Name
   

3. Update the Nuitee Booking ID

• Add the Nuitee booking ID in the proper field.
• This ensures the Revolut team can view the full correspondence through the LiteApi.
  
   

🟢 Contacting a Supplier or Hotel — Mandatory Steps

When contacting a supplier or hotel, follow this procedure:

1. Assign the ticket to yourself

• Use the format:
  Support BCN – Your Name
   

2. ❗ Do NOT add the Nuitee booking ID

• For supplier/hotel communication, never add the Nuitee booking ID.
• The ID should only be used when liaising with Revolut.
  
   

Summary

Scenario	User to Select	Assign To	Add Nuitee ID?
Revolut	Revolut Stays	Revolut – Your Name	✅ Yes
Supplier/Hotel	—	Support BCN – Your Name	❌ No