TripBuilder comes with a powerful help widget which provides all the different types of tools you need to help yourself or to contact the Nezasa support team.
This article will guide you through all the options.
Widget Launcher
The widget launcher can be found in the lower right corner. Click on it to open the widget. A small red point will be shown if there are unread messages and certain type of updates show directly as small message bubble.
Widget Tabs
Home
The home tab offers a selection of quick views and entries such as:
Recent Messages shows ticket/message updates
Ask a question to the AI is aware of the full product knowledge base and the api docs.
Create a ticket if you don't get any further with the AI. Tickets go always to the support team.
status.nezasa.com integration removes the need to go to the separate page. Click on it to get the more detailed content of the status page directly in the widget.
... and there is more when you scroll down like the knowledge base search and news.
Messages
On the "Messages" tab you can start a new conversation with the support AI, continue existing conversations or look into past ones.
The AI Support Agent "Fin AI"
The new AI is better and more knowledgable to help you with your questions. It already knows:
the full knowledge base
all API documentation
our company website
The AI will also provide references to the knowledge base for further reading and if needed, you can escalate to the team via AI.
Here an example for an API question:
Help
The "Help" tab gives you direct search and access to the knowledge base with all its articles.
Tickets
The "Tickets" tab lists all tickets that you have created and shows the status of them. If you need to look into tickets of your colleagues, thus all tickets of the company, simply click on "Go to ticket portal".
Ticket Creation Remark
Ticket creation always starts on the home screen of the widget. There is no ticket creation option in the list of tickets nor in the ticket portal.
Alternatively, send an email to [email protected] which will automatically be converted into a ticket for you and show up in the widget's ticket list.
Ticket Portal
Open the ticket portal via the link on top of the "Tickets" tab in the help widget or by browsing to https://help.tripbuilder.app/en/tickets-portal. On the ticket portal, you have additional filter and search features. Also, you don't just see your own tickets, but also the tickets your work colleagues have opened.
To create a ticket, simply use the help widget again which is visible on the ticket portal as well.
News
In the news sections, we'll announce product-related news such as the introduction of this new support tooling or release notes.
FAQ
Who sees the help widget?
All tour operator and admin users. Thus, generally, everybody who can access your TripBuilder Cockpit. All other users (travel agents, B2C), are not able to access the widget.
Login
There is no separate login anymore with Intercom. Log in to your TripBuilder instance, and you automatically are authenticated in Intercom.
No own instance?
In the past, we handed out dedicated Zendesk accounts to app developers. This option is gone now. Your options are as follows:
A Nezasa customer gives you an account on their instance. Especially for agencies working for a specific customer, this might be the preferred approach.
Sign an NDA to get a free account on our partners instance.
Sign a partner contract and get your own TripBuilder instance.
What data was migrated?
All tickets with their relationship to companies and users have been migrated.
What's the URL to the ticket creation form?
There is no such URL anymore. It existed for our old tool, but doesn't for our new tool. To create a ticket, you have two options:
Option 1 - The Widget (Preferred): Log into your TripBuilder instance, open the help widget, and on the "Home" tab, you have the ticket creation option. This option is to be preferred because it links the ticket with your account and gives you specific fields to fill in.
Option 2 - Email: send an email to [email protected] as before. It will be converted into a ticket.
Can all users of my company see all tickets in the ticket portal?
Yes, by default, users belonging to the same company can see each others tickets in the ticket portal. If this behavior of the ticket portal isn't fitting for you, please raise a feature suggestion with our team.
Where did AskNez, the AI Bot go?
AskNez has been replaced by Fin AI powered by Intercom. Fin AI is a more refined bot with the same knowledge (resp. even more by now) as AskNez had. You can ask questions to Fin AI via the "Messages" tab in the help widget.
How was the Zendesk data mapped to Intercom?
(Zendesk: previous tool provider. It was replaced by Intercom on Nov 15, 2025)
User Mappings
Yes, if the email address were identical in Zendesk and TripBuilder, then we have created a direct mapping. Thus, when you log in to your TripBuilder instance and go to the tickets section in the new help widget, your tickets are listed.
Special User Mappings
Certain TripBuilder / Zendesk accounts didn't share the exact same email, but Nezasa manually mapped it to the correct user.
No mapping possible: if this was the case, the unmapped email address is still part of the ticket and gets notifications. Also, the names of the is retained on the ticket in any case.
Company Mappings
Also, if you open the ticket portal (link in the ticket section), you'll see the all tickets of your company. If you have multiple TripBuilder accounts on the same email address, you have multiple company mappings in Intercom. You'll see a dropdown in the ticket portal.
Ticket Mappings
All tickets were migrated and show in your company account. The status names of tickets is still similar to Zendesk.
Zendesk Ticket ID: The ID was migrated, but is not visible in the regular ticket view. Nezasa can provide a table with the mappings (Zendesk Ticket ID -> Intercom Ticket ID) if needed.
When does the BucketList come back?
We know the bucket list to suggest ideas is important and our current plans is to launch the new tool in Dec 2025.
When do NPS Surveys come back?
The current plans are as follows: the NPS survey for tour operator and admin users will be re-launched in Dec 2025 the latest. The one for travel agents in Dec 2025 or Jan 2026.
Why do I see so many unread tickets/messages?
Unfortunately, we couldn't mark imported tickets as read for you. So, you'll see the bubbles that you got a new message for all the old tickets directly assigned to you.
To solve this, click through the messages. It just needs a quick "touch" of the ticket to mark it as "read".
What file types are supported as attachments in tickets?
We support a wide range of common file types. For optimal performance, we recommend keeping individual file sizes below 10MB.
Images & Photos:
.gif,.png,.jpg,.jpeg,.heic,.dngDocuments & Data:
.pdf,.doc,.docx,.xls,.xlsx,.csv,.txt,.json,.xmlVideo & Audio:
.mp4,.mov,.oga,.ogg
How can I add participants to a ticket?
Adding participants depends on how you created the ticket:
Via Email:
Simply CC the required participants in the original email or in any reply. They will be added to the ticket automatically.
Via Ticket Portal or Messenger:
You cannot add other participants directly via the ticket form or messenger interface.
Self-Service Option for Colleagues: Your colleagues can join the conversation themselves by:
Go to the Ticket Portal (Help Widget -> Tickets -> Ticket Portal link is then located on top of the ticket list)
Finding the relevant ticket/conversation.
Clicking on "See conversation" (or similar prompt).
Hitting the "Join conversation" button.
Alternative (Support Request):
If your colleague cannot join, you can always mention it in a reply to the Nezasa support team and ask us to manually add a participant.
Why can't I see the ticket portal on my white-labelled TripBuilder domain?
The Problem: When you access the help center or ticket portal from your custom white-label domain (e.g.,
tickets.yourcompany.com), you may not see the ticket portal.The Reason (Authentication): Our support tool requires you to be authenticated (logged in) on the primary TripBuilder domain (
<your-company-ref-id>.tripbuilder.app) first and the authenticated session can only be shared on the same top-level domain (due to browser security policies).Workaround: To access the full Ticket Portal, you must navigate to and log in via your primary domain:
Go to:<your-company-ref-id>.tripbuilder.app
You will use the same login credentials as your white-labelled domain.Key Implication: While you can use the Help Widget perfectly fine on your white-labelled domain, only the Ticket Portal accessed via the primary domain gives you the crucial organization-wide view of all tickets, not just your personal ones.