How to identify those tickets

When a company opts in to only resell, the ticket will be shown in the FHDN Affiliate Sign-ups Zendesk View. The Zendesk ticket will include I ACCEPT (Join as an Affiliate). In red are the fields in the ticket you need to pay attention to.

If a company has only signed the Affiliate Participation Agreement (APA) then you don’t need to do anything in the FareHarbor Dashboard. Follow the steps below:

1. Copy the company shortname and paste it in Close.
2. Open their Close lead.
3. In their Close lead, add manually the Documents – Affiliate Participation Agreement Accepted custom field is present with the same date that it’s in the ticket. If this custom field is not in the lead, read more about what to do here. Keep in mind that the date in the ZD ticket shows US date format (MM/DD/YY), whereas Close is set to European date format (DD/MM/YY).
4. Open the dashboard. Go to settings, scroll down to FH Connections. Select from the below options for the program and the company type and save changes:
5. Go back to the Zendesk ticket and change to “Public Reply”and send the appropriate FHDN FHDN – Client Opt-In Macros Template.
6. Select ticket category as “FHDN” .
7. Submit ticket as “Solved”.

How to identify those tickets

When a client joins to be resold, the Zendesk ticket will include I ACCEPT (Join as a Provider). In red are the fields you need to pay attention to.

Setup Process Step-by-Step

1. Copy the company shortname from the ticket and paste it in Close
2. Open their Close lead.
3. In their Close lead, check if the Documents – Provider Participation Agreement Accepted custom field is present with the same date that it’s in the ticket. If the custom field is not in the lead, read what to do here. Keep in mind that the date in ZD ticket shows US date format (MM/DD/YY), whereas Close is set to European date format (DD/MM/YY).
   Take note of where the company is located to set it up correctly on the Dashboard. If the company has related leads that could be opted into the FHDN take a note of that. This can be found by checking whether they have in their Close lead the custom field **Related Company**
4. Click the link in the “FH URL” custom field to open the FH Dashboard.
5. Go to settings, scroll down to FH Connections. Select from the below options for the program and the company type and save changes:

6. Once you are in the Dashboard, check whether the following exist:

   • Dashboard does not have affiliates: Navigate to Settings > Network > Affiliates to see if they have any affiliates added already. If it’s empty (see screenshot below) you will not be able to create the FHDN Invoice sheet under Price Sheets. Follow the steps here.

   • Dashboard has Price Schedules: In Settings > Build section, click on Price Sheets and finally go to Price Schedules. If there are any price schedules as shown in the screenshot below then there are a few more steps to complete to connect the FHDN to this Dashboard. Check out what to do here
     

   • Affiliate – API External Permissions do not exist – Go to Settings > Users & Permissions > Permissions Group – Affiliate – API External. If they don’t have this permission group, follow the steps here.

   After you’ve checked the above outlined scenarios, follow the steps below:

7. Go to Price Sheets from the Dashboard Settings.
8. Create a new Invoice Price Sheet.

9. FHDN Invoice Sheet must always be named – Referral – 20% (FHDN)

   For US Dashboards: The commission should be set at 20% – owed to affiliate, not taxed, and under Extra Options add the name Referral – 20% (FHDN), uncheck This sheet inherits from the base sheet and check the box for Inherit price and tax from total booking sheet.

   

   For Europe and Canadian Dashboards: The commission should be set at 20% – owed to affiliate, commission affects tax, and under Extra options put Referral – 20% (FHDN), uncheck This sheet inherits from the base sheet and check the box for Inherit price and tax from total booking sheet.

   

10. Once you’ve created the new Invoice Sheet, go to Network > Affiliates.

11. Add the FHDN as an affiliate by clicking on Add affiliate.

    • Affiliate to add – type FHDN and select the option that appears.
    • Total Pricing – select Online.
    • Invoice pricing – select the one you’ve just created named Referral – 20% (FHDN).
    • Cancellation policy – leave black
    • Permissions – Affiliate – API External
    • Under Options
      • Payment default – Charging card.
        • Uncheck the ‘Require a voucher number box’.
        • Check the ‘Show prices in confirmations’,
        • Uncheck ‘Send Receipt emails’.
    • Invoices – leave blank.
    • Click Add affiliate.

    

12. Once the above is complete, go back to Settings > Communication > Locations.
13. Under Locations, go to Settings to check whether the client has a default item location set. This affects our FHDN partners that are pulling information from the External API.
    • If there is an Item primary location filled in, then you don’t need to do anything else, see screenshot below.
    • If there is NO Item primary location filled in, click the “Locations” tab and check to see if there is a company location.
      • If there is only one location in the Locations tab, go back to “Settings” and select that location as the Item Primary location.
      • If there are 2+ locations that are the same address in the Locations tab, select the Item Primary Location that matches the Company Location in the Settings tab.
      • If there are 2+ locations that are different in the Locations tab, then don’t do anything, see screenshot below.
14. Dashboard setup is complete!
15. Go back to the Zendesk ticket, change to “Public Reply”, and send the appropriate FHDN FHDN – Client Opt-In Macros Template.
16. Select ticket category as “FHDN”.
17. Submit ticket as “Solved”.

How to identity those tickets

When a client joins to resell and be resold, the Zendesk ticket will include I Accept Join as a Provider and I Accept Join as an Affiliate. See screenshot below.

1. To add the FHDN to their Dashboard complete steps 1 to 13 from the previous section.
2. Once the Dashboard is set up, head back to the Zendesk ticket.
3. Change to “Public Reply” and send the appropriate FHDN FHDN – Client Opt-In Macros Template.
4. Select ticket category as “FHDN”.
5. Add the tag “fhdn-affiliate-followup”
6. Submit ticket as “Solved”.

If a company doesn’t have affiliates created (check in Settings > Network > Affiliates) to their Dashboard then you will not be able to create the FHDN Invoice sheet under Price Sheets. Follow the steps in this video here.

1. Navigate to Settings > Users & Permissions on the Dashboard.
2. Click Permissions Groups.
3. Click Edit next to the Affiliate – Cannot see prices.
4. Duplicate the Affiliate – Cannot See Prices permission group (see screenshot below). This will create a duplicate permission group.
5. Change the name of the duplicate Affiliate – API External.
6. Under Editing – Check the box for “Cancel or rebook bookings eligible by cancellation policy”.
7. Click Save changes.

Whenever a new client joins the FHDN, you should always check if their Dashboard has Price Schedules. If a Dashboard has price schedules then follow the steps below:

1. Price Schedules? Yes
2. Create an Invoice Price Schedule
3. Name it FHDN
4. Create New Invoice Price Sheets (Price Sheets tab)
5. These need to be copies of the Price Sheets used in the existing Price Schedule
6. Save as “Referral 20% – FHDN (name of rule)”
7. Go back to Price Schedules and Open your FHDN Invoice Price Schedule
8. Add Price Sheets you created
9. Add Rules from existing Price Schedule
10. Add Fall back —> Referral – 20% (FHDN)
11. Go to Overview tab to adjust any prices needed to match
12. Under Prices and visibility: select the Price Sheet you want to match
13. Under that same tab, then select ‘Affiliate invoice price sheets’
14. HOLD Option Key buttons on your keyboard and select the invoice price sheets that need to match (i.e Online – Christmas price sheet to Referral – 20% FHDN (Online Christmas price sheet).
15. Repeat until you have all FHDN Invoice Price Sheets matching their corresponding Online Price Schedule Sheet.
16. Add FHDN as an Affiliate under Affiliates
    • Current Total Pricing – Online (schedule) [USUALLY – But see what Total Pricing schedules are applied to other Affiliates]
    • Invoice Pricing – FHDN (schedule)
    • Cancellation policy – leave black
    • Permissions – Affiliate – API External
    • Under Options
      • Payment default – Charging card.
        • Uncheck the ‘Require a voucher number box’.
        • Check the ‘Show prices in confirmations’,
        • Uncheck ‘Send Receipt emails’.
    • Invoices – leave blank
    • Click Add affiliate.

How does the settings on the FHDN Compass page work to allow only companies from the allowed list of countries and currencies to opt in to the network?

• For both currency and country limit for FHDN the FH.me Product team has set the FHDN Compass settings to pull the company information from the FH Dashboard! So if at any time a company does signup and they should have not been allowed, check the Dashboard first.

Company joins FHDN what happens next?

• A Zendesk ticket will be created and assigned either to Channel Support or Strategic Partnerships.
• Add manually the relevant Document/s custom fields to the Close lead manually based on the date of FHDN ticket submission in Zendesk, and continue with the FHDN set up process as usual till you solve the ticket. For companies that joined as Providers – you need to add both FHDN and FH Connect Affiliate in the Dashboard and agreements in Close.

FHDN Signup ticket is blank after Document Agreements.

• This means that the company did not select any option and the submission is empty. You can reach out to the client to let them know that their submission was unsuccessful or have their Account Manager informing them. Additionally, leave a note in the Zendesk ticket about this and your next steps. Next, select a ticket category as FHDN and Close the ticket.

Company submitted two separate tickets to join once as a reseller and once as a provider.

• If there are two tickets for the same client that joined to resell (APA agreement) and in the other they joined to be resold (PPA agreement), then leave a note in both tickets with the other ticket URL, a one sentence explanation, select fhdn as ticket category and close one of the tickets.

Company opted into the FHDN with one shortname but a different company name. Submitter is the primary contact/owner of two or more live FH clients in Close.

• We need to clarify with them what company they want opted into the FHDN for reselling or being resold. Then opt in both of course but need to make sure they have done so accordingly for both of their leads.

Company is located in a country where FHDN is not operating (i.e. Mexico)

• Leave a note in the Zendesk ticket, then fill out the FH.me Bug Report. Under the question “Which site(s) is the bug affecting?” select FH Compass Site. Once the form is submitted, it will populate in the #fhme-bug-reports channel. In the bug report channel, an engineer will check it out, and if they have any questions they will reach out to you in that channel. While their team investigates, send them an email from the Macros – FHDN Not Currently Available In Your Region, assign FHDN as ticket category and submit it as solved.

• Do not remove the “Documents” custom fields for the FHDN sign-up (i.e. Documents Provider Participation Agreement and/or Affiliate Participation Agreement) from their Close lead.

Can the Processor Country ever be somewhere that is not supported, but operates with a supported currency? (i.e. MXN Country with USD Currency)

• No