Operational Update: Ticket Categorisation

Just a quick FYI for you - you should start seeing tickets pre populated with its relevant category based on the information provided in the initial contact. This model is designed to more accurately categorise our tickets which will improve agent efficiency (huge win) and overall reporting. 

This won't happen on every ticket so you should still be ready to categorise your tickets as you work on them. Additionally, if the ticket category evolves throughout the tickets life span, you should always be looking to update this to correctly reflect the state of play. 

Here's a list of categories that should automatically assign provided a high confidence match is made between the information in the ticket and the model. 

Account

• account deletion
• password reset
• unsubscribe from marketing
• update personal information
• update email address

Societe

• Merge accounts

Enquiry

• Credit transfer
• Promo-code
• Partnership request

Complaint 

• Negative feedback - hotel

Booking Support

• Transfer information

Change Booking 

• Changing number of nights - increasing

If you have any question please reach out to your TL.

📧 This was also communicated via email on 24th November 2025, titled "Ticket Categorisation" sent by Riley L (Customer Experience Operations Leader).