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Tickets

Menu Path: Communication > Tickets

The Tickets module functions as your internal Helpdesk. When a user experiences an issue (e.g., "Where is my refund?", "I cannot log in"), they open a Support Ticket. This system ensures no customer complaint is lost and tracks the resolution time.

Managing Support Tickets​

  1. Navigate to Communication > Tickets.
  2. You will see a list of tickets, usually sorted by Priority and Status.
  3. Click on a ticket to view the conversation thread.

Ticket Statuses​

  • OPEN: A new ticket from a user that needs your immediate attention.
  • IN PROGRESS: You have acknowledged the ticket and are actively working on a solution.
  • WAITING FOR USER: You have replied and are waiting for the customer to provide more info.
  • RESOLVED: The issue is fixed, and the ticket is closed.

Replying to a Ticket​

  • The ticket view provides a chat-like interface. You can type your response and attach files (e.g., a screenshot of a refund receipt).
  • The user will receive an email notification when you reply and can answer back either via email or directly on their "My Account" page.

Internal Delegation​

If you have a large team, you can assign tickets to specific admin users. For instance, you can assign all tickets related to "Payment Issues" to the Finance team, and "Shipping Delays" to the Logistics team.