Knowledgebase: How To Manage Support Tickets

Are your customers experiencing problems with their orders?

Support tickets are an easy and organized way for you to address your customer’s concerns and issues.

This is important in building customer relationships and figuring out better ways to improve your service.

Here are the steps in managing your support tickets.

Step 1 Go To Support, Reply

From the Seller Dashboard, click on the Support Tab in the left portion of the screen.

Then, click the arrow icon on the right side of the support ticket to view support ticket details.

Step 2 View Ticket, View Order

On the right side, you can see the name of the buyer and the buyer’s email address.

On the upper left, you can see the customer’s concern, the item involved and the order number.

In this case, the customer’s problem is that the item he/she bought is delayed and the item is a sample item created named “hi”

You can then further view the customer’s order details by selecting the order number. 

Upon viewing order details, you can see status of order and update status.

You can also view the customer’s address, email and number which you can use to contact the customer for more urgent matters.

To learn how to update your order status, click here.

Step 3 Write Message

Once you have figured out what the problem is, go back to the support ticket and start composing your message in the message box. 

Step 4 Add Attachments

You also have the option to send images or files as proof of delivery or when needed.

You may send any of these file types: jpg, jpeg, jpe, gif, png, pdf, doc, and docx.

Step 5 Change Priority

If you would like to get back to answering this support ticket, you can rank the priority of the ticket for you to know which ticket to prioritize. 

You can mark it as Normal, Low, Medium, High, Urgent, and Critical. 

Step 6 Change Status

Next, select the current status of the support.

If the problem is still unsolved, you can mark it as open. 

Once you have solved the issue, you can now mark the status of the support ticket as close.

Step 7 Send your Reply

After filling out all the necessary details, you can now click the send button at the bottom of the page.

And the case is close! Congratulations you have solved a customer’s problem! You can now go back to fulfilling orders.