eStores
  • Getting started
    • eStores User docs
    • Register
    • Login
    • eStores Pricing Plans
    • Creating Your First Shop or Website
    • Logging into Your Shop
    • Managing your shop
      • Dashboard
      • Admin Role Management
      • Users Manage
      • Product Order Management
      • Sales Report Dashboard
      • Pages
      • Support Ticket
      • Refund Management
      • Blog Management
      • Badges
      • Country Manage
      • Tax Manage
      • Shipping Zone Management
      • Coupon Management
      • Product Categories Management
      • Product Management
      • Digital Products Management
      • Inventory Management
      • Campaign Management
      • Testimonial Management
      • Newsletter Management
      • Form Builder Management
    • Managing My Package Orders
    • Custom Domain Management
    • Integrations Overview
    • Appearance Settings
      • Theme Manage
      • Section Title Manage
      • Breadcrumb Settings
      • Topbar Settings
      • Menu Manage
      • Widget Builder
      • 404 Settings
      • Maintenance Settings
    • General Settings
      • Page Settings
      • Site Identity
      • Basic Settings
      • Color Settings
      • Typography Settings
      • SEO Settings
      • Third Party Script
      • Email Settings
      • GDPR Settings
      • Custom CSS/JS
      • Cache Settings
    • Payment Settings
    • Languages
Powered by GitBook
On this page
  1. Getting started
  2. Managing your shop

Support Ticket

Efficient Customer Service with Support Tickets

The 'Support Tickets' section is an integral part of customer service, allowing you to handle customer inquiries, complaints, and requests effectively.

Accessing Support Tickets

To manage your customer support tickets:

  1. Log into your dashboard.

  2. Click on the 'Support Tickets' menu.

  3. Select 'All Tickets' to view every ticket submitted by customers.

Overview of Ticket List

  • Bulk Action: Perform actions on multiple tickets at once, such as changing status or priority.

  • ID: A unique identifier for each ticket.

  • Title: The subject or main issue of the ticket.

  • Department: The segment of your team the ticket is assigned to, based on the nature of the issue.

  • User: The customer who submitted the ticket.

  • Priority: The urgency of the ticket.

  • Status: The current state of the ticket (e.g., open, closed, pending).

  • Action: Actions you can take on each ticket, such as edit, view, close, or delete.

Managing Individual Tickets

  • View Details: Click on a ticket to see the full conversation and details.

  • Update Status: Change the status as you progress with the ticket resolution.

  • Set Priority: Update the priority to reflect the urgency of the ticket response.

Adding New Tickets

  • Create Ticket: Click the ‘New Ticket’ button to manually open a new ticket on behalf of a customer.

Best Practices for Support Ticket Management

  • Respond to tickets in a timely manner according to their priority.

  • Keep the communication clear and professional, providing helpful solutions.

  • Monitor open tickets and follow up to ensure all issues are resolved satisfactorily.

By maintaining an organized and responsive support ticket system, you enhance customer satisfaction and loyalty, which are critical components of a successful online business.

PreviousPagesNextRefund Management

Last updated 1 year ago