The Support Ticket System enables customers to raise issues or requests related to their orders and get assistance from the support team. This system also includes a searchable ticket history, detailed logs, and export options for efficient follow-up and record-keeping.

Ticket List 

All raised tickets are listed in the Tickets section.

Key Columns Explained:

• Thread Number: Unique identifier for each ticket.

• Order ID: Shows which order the ticket is related to.

• Subject: The title of the ticket submitted by the seller.

• Status: Indicates whether the ticket is Open or Closed.

• Num Messages: Total number of messages exchanged in that ticket thread.

• Created On: Date and time when the ticket was submitted.

• Category: The main classification (e.g., Order, Payment, Fulfillment).

• Sub Category: More specific grouping within the main category.

• Order Status: Status of the related order (e.g., refunded, closed, cancelled).

• Order Shipping Status: Current shipment status (e.g., Delivered, Cancelled).

• Last Responded Role: Identifies whether the last message came from an agent or seller.

Ticket Actions

Under the Action menu (three vertical dots) for each ticket, sellers can:

• View: Open the full ticket thread to see messages and updates.

• View Logs: Check the timeline and technical logs associated with the ticket.

Export Feature

At the top-right corner of the Threads page, clicking on the three-dot menu opens the Export Options. Sellers can:

• Select Specific Columns: Choose which columns to include in the exported file.

• Apply Filters:

  • Current Filter: Export data based on the filters already applied on the page.

  • Custom Filter: Set custom conditions (e.g., date range, category).

• Set Record Count: Define how many records to include in the export.

• Email Address: Enter an email where the download link for the export file will be sent.