You can use our Knowledge Capture app to leverage your team’s collective knowledge.
Using the app, agents can:
- Search the Help Center without leaving the ticket
- Insert links to relevant Help Center articles in ticket comments
- Add inline feedback to existing articles that need updates
- Create new articles while answering tickets using a pre-defined template
Agents never have to leave the ticket interface to share, flag, or create knowledge, so they can help the customer, while also improving your self-service offerings for other customers.
To get started, see our Knowledge Capture documentation.
And before your agents can start creating new knowledge directly from tickets, you’ll need to create a template for them to use. To help you along, we’ve provided some template ideas below. You can copy and paste any sample template below into a new article, add the KCTemplate label to the article, and you’ll be all set.
Q&A template:
[Title]
Question
write the question here.
Answer
write the answer here.
Solution template:
[Title]
Symptoms
write the symptoms here.
Resolution
write the resolution here.
Cause
write the cause here.
How-to template:
[Title]
Objective
write the purpose or task here.
Procedure
write the steps here.
Comments
9 comments
Booked my ticket with incorrect arrival date
Realized this before I even got the confirmation email. Called right away
I canceled my reservation in January, need to reimburse me
I have no idea how to navigate this system. I want to change my arrival. The new arrival date is 2/28/26. Can someone please help me.
Why have I not received an email confirming my cancellation? I also have not received my refund. I want answers so I won't need to contact the BBB.
I booked a motel in Utah. You charged $153.66 cancellation insurance without my knowledge. Please reimburse me.
I see everyone else’s comments. I’m also having trouble getting a reimbursement request addressed.
Just wondering how everyone else’s experiences have been getting issues resolved.
Need email copy of my receipt for my stay in Edmonton on Dec5-7/2025 .Would really like the ability to talk to the front desk.Very frustrating
I had cancelled a hotel booking within the time period outlined in the hotel hotel booking policy. I have never received confirmation of refund or have I received any refund. This booking site is unreliable and does not provide critical information at time of booking. This is not a credible source to book through. I will be persuing this further.
Hello Scott,
My name is Barbara Thornton and I am from Jackson, Miss. This is how far I have gotten with this 3rd party company. Now, they are trying to force me to make reservations using their company again. Believe me when I say it is not the hotel making these decisions it is the 3rd party. They won't give me my money or allow me to use it for a flight or ticket reservations . I am being held hostage.
So, I canceled and all the agent had to say was ..we are not giving you your money back possibly, only a voucher to stay with them. I just do not know what to do.
I see I am not the only one ad I didn't ask for the amount of the insurance. I buy insurance on everything including Amazon fire sticks.
VOUCHER #497384 :: $660.55 USD
Your reservation itinerary H19624799 has been cancelled. Please see below for your Hotel Room Voucher details to be used when you are ready to travel again. Thank you!
BARBARA THORNTON: Your voucher may be applied toward a hotel, flight, or ticket reservation booked on redeem.bookonline.com with a total value of up to $660.55 USD.
The total booking amount, including all tax recovery charges and service fees, but excluding any fees charged directly by the property (as outlined in the the Misc. Fees/Policies section) -- must be equal to or less than the voucher value, If you chose to book a reservation exceeding the voucher amount, you may pay the remaining balance using a credit card.
If the total purchase amount is less than the available voucher balance, the remaining balance will continue to be available for future use using the same voucher number and PIN until fully redeemed or expires.
You may select any eligible hotel, flight, or ticket worldwide, for any available dates listed on redeem.bookonline.com. Reservations and purchases may be completed directly through redeem.bookonline.com during checkout by selecting the Voucher payment option.
Full Name:
BARBARA THORNTON
Voucher Number:
8ECH-4NP7-ZN8X-CNQZ
PIN Number:
Previously Sent
Status:
active
Voucher Terms & Conditions:
- Complimentary bookings must be completed through redeem.bookonline.com
- The total booking amount—including all tax recovery charges and service fees but excluding any fees paid directly to the property (as outlined in the Misc. Fees/Policies section)—must be equal to or less than the voucher value. If the booking exceeds the voucher amount, the remaining balance may be paid using a credit card.
- Vouchers cannot be applied to existing bookings as a credit or refund.
- Reservations must be made using a “Pay Now” rate type.
- All bookings must be completed on or before Aug 23, 2031
- All bookings are final. No changes or cancellations are permitted after confirmation.
Please email us at vouchers@hotelplanner.com or call us at 1-888-760-8759 for any questions regarding this voucher or your reservation.
Click here to start your hotel search
Terms and Conditions
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