1.   Go online to  receive phone calls

2.   Answer the incoming phone call 

3.   Identify the customer by asking email address used for booking or booking number

4.   Open booking in Traxx

If question about luggage; then open E-Ticket

If question about check-in; then open My Account

5.   Create a new ticket to be stored in Freshdesk

6.   Check if the customer has send an email about his question as well, if yes, close the ticket.

7.   Add remark about call in Traxx

8.   Save and close the call