Support Tickets
The area where you read and reply, through a back-and-forth message thread, to the support tickets your customers open from your store.
Where to find: Customers → Support Tickets Who it's for: Store owners who want to answer questions and complaints from their customers in one place. In short: The area where you read and reply, through a back-and-forth message thread, to the support tickets your customers open from your store.
What is it for?
When one of your customers has a problem or wants to ask something, they open a support ticket for you from your store's account area. Each ticket works just like a messaging (chat) window: the customer writes, you reply, the customer writes again. This whole conversation is collected inside a single ticket.
The purpose of these pages is to gather all customer tickets in one place instead of scattered emails, and answer them one by one. Each ticket has a category (topic type), a status (open or closed), and when needed it can be linked to an order.
Tip: This page shows the tickets that come to you from your customers. If you want to reach the Treyza team about your own problem, use the Support Ticket link at the bottom of the left menu; that is a real support channel where you can have a back-and-forth conversation (see Treyza Support Tickets (Opening a Ticket with Treyza)). The Suggestions & Requests item in the left menu is only a one-way feedback box: your message reaches Treyza, but no conversation is opened.
Where does the customer open a ticket?
After logging into your store, the customer creates a new ticket from the Support section in their own account area. When opening the ticket they enter:
- A subject (short title),
- A category (from the list below),
- Optionally links it to one of their orders,
- And writes their first message.
The moment the ticket is created it appears in this list, and you can see and answer it from the panel.
Two screens
Support Tickets consists of two screens:
| Screen | What is it for? | Page |
|---|---|---|
| Ticket List | The screen where all incoming tickets appear in a table. Search, status/category filters, and clicking a ticket to open its detail are here. | Ticket List |
| Ticket Detail | The screen where you read a single ticket's conversation, write a reply, change its status, and see the customer/order info. | Ticket Detail |
Categories
When opening a ticket the customer picks a category. The category lets you understand at a glance what the ticket is about:
| Category | Usually related to |
|---|---|
| General | General questions that don't fit a specific topic. |
| Order | The status, contents, etc. of an order. |
| Product | A question or problem about a product. |
| Shipping | Delivery, tracking, delays. |
| Payment | Payment, invoicing, charges. |
| Return | Return and refund requests. |
| Other | Topics that don't fit the ones above. |
Statuses
Every ticket has a status. You change the status from the ticket detail page:
| Status | What does it mean? |
|---|---|
| Open | The ticket is open; waiting to be handled or answered. |
| Answered | The ticket has been answered / taken care of. |
| Closed | The ticket has been resolved and closed. |
Link with an order
When opening the ticket, the customer can also select one of their orders. If an order is linked, a separate Related Order card appears on the ticket detail page, and from there you can jump to that order's page with a single click. So you don't have to search for "which order are they talking about?".
Frequently asked
Why is the page empty? Because no customer ticket has reached your store yet. When the first ticket arrives it appears in this list automatically. Being empty is not an error.
Can I create a new ticket from here? No. This area is for answering the tickets that come from your customers; tickets are opened on the customer side, from your store's account area. If you want to open a ticket with Treyza on your own behalf, see Treyza Support Tickets (Opening a Ticket with Treyza).
I can't see "Support Tickets" in the menu? This feature may be turned off in your store settings. For customers to be able to open support tickets, the related setting must be on; if it is off, the menu item does not appear either.
How do I know a new ticket has arrived? In the list, a small colored dot appears next to the subject of a ticket that has unread messages. You can also be notified through the panel's notifications.
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Customer Group Detail
You see the group's summary statistics and member list; in manual groups you add/remove members, in automatic groups you re-evaluate the rules.
Ticket List
The screen where all support tickets from your customers appear in a table. From here you search, filter, and click a ticket to open its detail.