Navigate to: Admin panel header → Support → Order issues in the administration area of your website.
Customer submits ticket to Technical supportif he/she has any questions about order payment and delivery or needs assistance with choosing items. Ticket will be brought to “Order issues” section in case order number is selected. Notification about new issueslooks like the following:
“Working with issues” section consists of three blocks: filters, a list of tickets and comments for tickets.
A table of tickets lists the following data:
There are severalways to find necessary ticket.
Enter ticket number into the corresponding field.
Click “Apply filter” button.
Your search returns the following results.
Another filter or another value should be used for search if ticket number is not found.
Enter order number into corresponding field.
Click “Apply filter” button.
Your search returns the following results.
Enter user’s login into corresponding field.
Click “Apply filter” button.
Your search returns the following results.
Check or uncheck the box next to necessary setting.
Click “Apply filter” button.
Your search returns the following results.
Select time interval to view ticket you need. Click calendar icon.
Select date and click it to make it appear in the corresponding field.
Do the same with both fields.
Click “Apply filter” button.
Your search returns the following results.
Click appropriate issuesubject if you want to read an issue.
Selected issue will open in the window displayed in yellow on the right-hand side.
Click dashed blue underlined text “Add comment” if you want to reply.
Type a reply in the window that opens.
Click “Add” button.
Once you do that, a reply will appear both in admin area and in Customer’s personal account.
Click gear button.
Select “Close issue” option from dropdown list.
After that, comments are no longer allowed and text message “Issue closed” will show up.
Once you do that, theissue will be moved to the bottom of the list.