Merge Ticket Correspondences – Ticket System Freshdesk x Beds24

[SchrittplanserviceUG]

Hoping you might can help us with this?

We are a host of long and short time rent and are offering various services (cleaning, hosting customers, bricolages, etc.) for our own but also for other owners of apartments/houses all over our city. Respective ads are placed on portals such as Airbnb and Booking.Com <- most of the customer communications are also flowing via these.

Here now the following. To channel all respective customer request via one tool, we decided to use the Ticket Management Tool from “Freshdesk”, important to not is also that our channel manager for this is Beds24 Problem: At the moment Airbnb and booking.com are sending all guest requests via API to beds24 and also to our email. The ticket creation comes from those emails which we forward to freshdesk. In some cases we can’t combine separate coherent tickets together. Freshdesk is requesting to have the same email address applied to identify the contact and auto combine the tickets and respective correspondences.
 Airbnb for example creates new email addresses per each request from a customer, making it impossible to have one string of correspondences in Freshdesk. Solution Proposal: Creating the tickets and contacts via API connection between beds24 or AirBnB/booking.com and freshdesk. Where each booking with a request gets create a ticket. Please contact us back in case you do already have a solution for our problem.