Support

Access vendor support resources and handle submitted tickets to provide support to your customers

Ticket Filter

Using the ticket filter you can search customer tickets using filters

Filters available:

• Customer Name: Filter directly using a customer user name.
  
  
  
  

• Date Range: A dropdown menu to filter the tickets list by date range.
  
  
  
  

• Ticket ID or Keyword: Displays a unique identifier for each ticket and allows searching tickets by keyword within the body of the ticket.
  
  
  
  

Handling tickets

The table contains the following information:

Ticket categories

• All Tickets: Shows a vendor all of their received support tickets. 

• Open Tickets: Tickets that are still active and in the middle of receiving support.

• Closed Tickets: Tickets that have been successfully resolved or closed at the discretion of the vendor.

Ticket Table

Topic

• Description: Displays the unique ticket ID associated with each support request.

• Example: #28427

Title

• Description: Shows the subject or brief description of the support issue.

• Example: My product isn’t working

Customer

• Description: Displays the username of the customer who submitted the support ticket.

• Example: buyer1

Status

• Description: Indicates the current status of the support ticket.

• Status Types:
  
  

  • Open: The ticket is currently active and requires attention.

  • Closed: The ticket has been resolved and closed.
    
    

• Example: Open

Date

• Description: Shows the date and time when the support ticket was submitted.

• Example: 12 July 2024 6:44 AM

Action

• Description: Provides options to manage the support ticket.

• Available Action:

  • Close Ticket: Clicking the X button will close the ticket, marking it as resolved.

Replying to a ticket

To provide support just click on the ticket and you’ll be taken to the reply editor. From there you can choose to reply to the ticket under the “Add reply” section:

Or change the status of ticket to closed.