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All requests must be submitted through these forms to ensure the respective teams get the information they need and to reduce back and forth between FareHarbor and the client. These are the main requests Account Managers receive. Please visit the link in the “Other” section below for anything you do not see here.

Support Requests

• Internal Support Request

• New Promo Code Request (Client-Facing)

  Please note: Contact information should always be for the client, not the AM

• Gift Card Setup Request (Client-Facing)

  Please note: Contact information should always be for the client, not the AM

• Forwarding Client Emails to Support

• Translation Escalation Form

• Add Dynamic Pricing Request Form

Onboarding Team Requests

• Step-by-step guide to booking a Live Retrain for a client
• For US Trainings (internal)
• For US Trainings (client-facing link)
• For EU Trainings (internal)
• For EU Trainings (client-facing link)
• For AUS Trainings (internal)
• For AUS Trainings (client-facing link)

Re-onboarding Former Clients:

• Re-onboarding a former client and New Client Live Dashboards form: Use this for any client who has been fully off-boarded and needs to be re-onboarded to FareHarbor.

Re-onboarding/Win-Back of At-Risk Clients

• Win Back Form – Internal: Use this for any client who was at-risk and wants to come back to FareHarbor, and has NOT been fully off-boarded yet.
• Client Winbacks and Revenue Recovery: Winback instructions

Build Team Requests

• New Item Request (Client-Facing)

  Please note: Contact information should always be for the client, not the AM.

• New Availability/Calendar Build Request (Client-Facing)

  Please note: Contact information should always be for the client, not the AM.

• Memberships Request Form

• New Dashboard Request for LIVE clients – Internal

  This form is for live clients who would like a new Dashboard for either a new company, a new location, or they require a new Dashboard because of a different bank account. Please be as specific as possible in your request.

• For build requests that do not fall under the forms listed above, continue to use Close:

  • Steps for Creating a Build Request

    Examples include: Transportation addition, Resource fix/additions, new Custom Fields/Customer Types, and Location set ups (i.e. Start, Primary and End Location)

• Dashboard Merge & Consolidation Protocol

• Seating Request Form (Client-Facing)

• FareHarbor Dock Request Form (Client Facing)

• Private Events Request Form (Template)
• T0-1 Cross-Sell Combos Request Form
• T2+ Cross-Sell Combos Request Form

Integration Requests

• Integration Request – Internal
• Integration Consultation Request – Internal
• FareHarbor Embed Generator
• Custom Code Request – Internal

FareHarbor Sites

• Internal Support Request for Site Tickets
• SBMM Website Submission (AMER/APAC/EMEA Client-Facing)
• Enterprise Website Submission (Internal)
• Site Update Request Template Updates and Other Large Scale Updates. Select ‘Other’ on the form and describe your request.
• SEO Audit Request
• Client-Facing FHS Info and Example Site Send to all clients interested in a FareHarbor Site
• Internal FHS Example Resource
• Client Website Training Videos

Channel Support Team

• For all Non-Channel Affiliate inquiries (NOT Viator, Expedia, GYG, Google, Website Travel, Musement and Booking.com) please forward client emails to channelsupport@fareharbor.com (change the FROM email to am-zendesk@fareharbor.com) or choose the “Affiliates” option in the Internal Support Request Form.

• To add new affiliates use the New Affiliate Request Form (Client-Facing).

Connectivity Team

• Internal API Mapping Request form

  • For API Affiliate inquiries
  • Includes Google Reserve Opt-In
  • Guide to Connectivity Airtable Statuses

• Forwarding Emails to the Connectivity Team: Follow the Support forwarding process (change the “From” email to am-zendesk@fareharbor.com and forward to support@fareharbor.com). In the BODY of the email, above your signature add ATTN: Connectivity Team.

  • More info on Channel vs External APIs

• Client-facing Connectivity Support form

Strategic Partnerships

• Strategic Partnerships Inquiry Form: internal form only

  • Use this internal form to suggest to the Strategic Partnerships Team to reach out and form a partnership with a partner/affiliate that distributes tours/activities/attractions to end customers. The distribution partnership types that are handled by the Strategic Partnerships are – API, FH Connect, and FHDN.
    • Potential API Partners: Before suggesting a new API Connections, check if this company is not live on the FareHarbor API. If not then fill out this form. The SP team uses these submissions to prioritize which partners to reach out to and to keep track of clients requests.
    • Fill out the form individually for each company you are suggesting.

• FareHarbor Distribution Network (FHDN) Referral Links & API Bookings

  • FareHarbor Connect and FHDN are now merged under the FareHarbor Distribution Network (FHDN). While the program names are merged into one, the program’s Dashboard setup, commission, contracts will remain separate. The FareHarbor Distribution Network is currently available in the US, Canada, Europe (UK included), Australia, and New Zealand.
  • If a question about the FHDN comes to you directly from the client, forward an inbound client email to strategicpartnerships@fareharbor.com FROM am-zendesk@fareharbor.com
  • If the question comes from a Support escalation: Reassign the ticket to “Strategic Partnerships” in Zendesk.
  • If a client wants to learn and join the FHDN, direct them to the FHDN Compass.
  • You can also use the Internal Support Request and select FareHarbor Distribution Network.

Quality Control

• AM Requested Check Form

Software Partnerships

• Software Partnership Integration Request Form – Internal: This form is for new integration requests.

• Partner Referral Tracking Form

Product Team

• Product Idea Box
• Product Schedule
• EMV Chip Card Reader Purchase Link

Sales Team

• AM to Sales Request

PLEASE NOTE: All forms below are Internal unless otherwise stated

Business Intelligence Team

• New Client Report and Client Report Update Requests
• New Internal Report and Internal Report Update Requests
• Automation Request
• Data Ops Integration Request

Account Ops

• Notice of Sale – Change of Ownership (Client-Facing) Send to Former/Current Owner, NOT the new owner.
• New Owner Information Form – Change of Ownership (Internal)
• AM Offboard Form
• Incorrect Tier Form: To report an account that has booking fees that prove it should be a different tier.

Lead Generation Team

• Link/Merge Form

  • Merge: Combine existing leads that are duplicates or have the same owner/decision maker.
  • Link: Link new or existing leads that share a parent/holding company, association or franchise
    • Option 1: Link two existing leads already in Close
    • Option 2: Request to create a new lead and link it to an existing lead in Close
  • Unmerge: Separate an existing lead (move objects and/or opportunities into a new lead or existing one)
  • Unlink: Unlink existing leads that no longer have the same parent company
• New Lead NOT in Close: This form is for brand new clients who are not yet on FH.
• New Object on existing lead in Close: This form is for existing clients who are expanding their businesses on FH.
• New Company: Create a new lead for a potential client to use FareHarbor.

Other

• AM Growth Actions Help Page
• New Growth Action Request
• AM Travel Proposal Form
• GM Travel Request Form
• IT Ticket for Hardware or Software Support
• Case Study Submission Form
• Case Study and FH Site Example Airtable View
• Request Forms Page
• Help Page Request Form
• Legal Request Form
• Dispute Response Form