When a ticket comes in reporting an “unmapped event” (booking/modification/cancellation), that means the client may not have been notified of it. Most of the time this happens during a pending API connection.
There’s usually no need to go to external sites for locating the client. Simply search Zendesk/Freshdesk/ZohoDesk for the property ID to pull up their initial API request:
The email address is located in two places, either in the original email content, or at the top of the ticket under its subject line. You can copy it from there and go to the new ticket, click the Change button and add the client’s email address.
You can then let them know we received notice of the event, and copy/paste the details from the alert message:
We got an alert from Booking.com that there was a [NEW/MODIFIED/CANCELED] booking event that was not able to alert you for some reason. Here are the details we were given, you can look up the reservation on their website for more details if necessary.
If the initial API request does not display in FreshDesk search results, you can try a Lookup Entity search from SA. If that doesn't bring results, the client contact details will need to be pulled from the Booking.com Connectivity Portal (by Tier 2).