A guest support helpdesk for hotels and travel.
Hotels and travel companies use Flaxxa Desk to handle guest requests from email, website chat and forms in one queue. Departments can represent each property, the AI Copilot drafts answers to routine questions for staff to send, your booking system can open tickets through the API, and a CSAT survey follows each resolved request.
Jane Mehta · Suite 402
Apr 15-19 · 4 nights
Booking confirmed
Pre-arrival email sent · Apr 12
Checked in · 14:00
Welcome message · room 402 keys
In stay · now
"Wi-Fi password?" — AI draft ready
Check-out · Apr 19
CSAT magic-link queued
- Departments and teams
- Per property
- Tickets from your booking system
- API
- For routine questions
- AI drafts
- After each resolved request
- CSAT
01 / 03
What makes guest support hard?
Requests come at all hours, from many places, about many properties.
- Booking questions, special requests and complaints arrive by email, chat and forms.
- Several properties share one inbox, and requests get lost between them.
- Small issues during a stay turn into bad reviews if nobody picks them up.
- Feedback is collected long after the guest has gone home.
02 / 03
How do hotels and travel teams use Flaxxa Desk?
One queue for the group, a department per property.
- Create a department per property and connect each one's mailbox or form.
- Let your booking system open tickets through the API for requests it captures.
- Publish answers to Wi-Fi, parking and check-in questions in the knowledge base.
- Turn on CSAT so guests rate each resolved request.
03 / 03
What changes for guest services?
Every request has an owner, every property its own queue.
- Requests reach the right property without forwarding.
- Staff answer routine questions faster with AI drafts and saved replies.
- CSAT shows which properties and teams guests are happiest with.
What you'll use most
Desk capabilities that matter to Hotels and Travel
Departments + Routing
Route tickets into departments and teams, auto-assign round-robin or to the least-busy agent, and sort email with triage rules instead of by hand.
CSAT Surveys
Send a CSAT survey automatically after each resolved ticket: a 1–5 star rating with an optional comment, reported per agent and per department.
AI Copilot
An AI copilot for support agents: reply drafts from your SOPs and knowledge base, in your tone, and thread summaries. An agent checks and sends each reply.
Other audiences
Flaxxa Desk for other industries
Desk for SaaS support
Helpdesk software for SaaS support: in-app chat widget, email ticketing, departments for product and billing, AI drafts from your docs, and a portal API.
Desk for ecommerce
Customer support software for online stores: order, return and refund questions by email, chat and forms in one queue, with saved replies and automations.
Desk for education
Helpdesk software for schools, colleges and course providers: departments for admissions, academics and fees, a student portal and a knowledge base.
Desk for Hotels and Travel: common questions
To answer booking questions, special requests and in-stay issues from email, website chat and forms in one queue, assign them to the right property or team, and ask guests how it went.
See Flaxxa Desk in your own workspace.
Spin up a workspace tailored to hotels and travel.
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