Usage
How it works
Section titled “How it works”- A customer opens a ticket from My account → Support tickets → New ticket, from Get help with this order on an order page, or (as a guest) from the support page link. They choose a department and priority, write a message and can attach files.
- The customer receives a confirmation e-mail; staff (or the department, or the vendor) receive a notification and see the ticket in Orders → Support tickets.
- Staff reply, add internal notes, assign the ticket and set the status. Each reply e-mails the customer with a link to the ticket.
- The customer replies on the ticket page. New tickets and customer replies are listed first in the admin panel.
- When the issue is solved, staff or the customer mark the ticket as resolved. The customer can rate the support.
- Resolved and unanswered tickets are closed automatically after the configured number of days.
Statuses
Section titled “Statuses”| Status | Meaning |
|---|---|
| New | Opened by the customer, no reply yet. |
| In progress | Staff are working on it. |
| Awaiting customer reply | Staff replied; set automatically after a reply. |
| Customer replied | The customer answered; needs attention. |
| Resolved | Solved; a customer reply reopens it. |
| Closed | Finished; the customer can reopen it within the reopen window. |
Common tasks
Section titled “Common tasks”Reply to a ticket
Section titled “Reply to a ticket”- Open Orders → Support tickets and click the ticket.
- Optionally choose a canned response from Insert canned response.
- Write the reply, attach files if needed and choose the status after the reply.
- Click Send reply.
Add an internal note
Section titled “Add an internal note”Tick Internal note under the reply box before sending. The note is highlighted in yellow and never shown to the customer or included in e-mails.
Open a ticket for a customer
Section titled “Open a ticket for a customer”Click + on the ticket list (or Open a support ticket for this order in an order’s gear menu), enter the customer’s e-mail, the subject and your message. The customer gets your message by e-mail with a link to the ticket.
See access details shared by the customer
Section titled “See access details shared by the customer”In the ticket’s sidebar, click Show access details. Each view is written to the store log. Delete them when you no longer need them; by default they are deleted when the ticket is resolved.
Merge duplicate tickets
Section titled “Merge duplicate tickets”Open the ticket you want to keep. Under Other tickets from this customer, choose the duplicate and click Merge. Messages and files move into the open ticket and the duplicate is deleted.
Guest lost the link
Section titled “Guest lost the link”On the storefront support page, the guest enters their e-mail address under Find my ticket. If tickets exist, the links are e-mailed; the page shows the same message either way, so it cannot be used to check whether an address has tickets.