Ticket Detail
The screen where you read a single ticket's conversation, write a reply, change its status, and see the customer and the related order.
Where to find: Customers → Support Tickets → (click a ticket) Who it's for: Anyone who reads and answers customer tickets. In short: The screen where you read a single ticket's conversation, write a reply, change its status, and see the customer and the related order.
Page layout
When you click a ticket in the list, the detail page opens. The page has three parts:
- Top strip: The ticket number, the category badge, and the status selector on the right.
- Middle (wide) part: The conversation between you and the customer, with the reply box below it.
- Right part: The Customer info and, if any, the Related Order card.
Top strip — changing the status
At the very top, on the left, are the ticket number and the category (for example General) badge. On the top right there is a status selector.
To change the status, click the selector and choose one of:
| Status | When to use it |
|---|---|
| Open | The ticket is still waiting to be handled. |
| Answered | You have answered / taken care of the ticket. |
| Closed | The ticket is resolved; you can close it. |
The moment you make a selection the status is saved and a "Status updated" message appears on the screen.
Conversation (message thread)
In the middle part, all messages from the start of the ticket are listed one under another, like a chat:
- The customer's messages appear on the left, in light-colored bubbles (with Customer below).
- Your (store) replies appear on the right, in colored bubbles (with the name of the staff who replied, or Staff, below).
- In the middle there may be gray system notes; these are automatic informational texts.
Below each message is who wrote it and the date and time. This way you can easily follow the order of the conversation.
Writing a reply
Right below the conversation there is a reply box.
- Type your message in the box ("Write your reply to the customer...").
- Press the Send button.
Your reply is instantly added to the bottom of the conversation and a "Reply sent" message appears. The customer sees this reply from their own account area and can write back to you.
Tip: A reply can be at most 5000 characters, which is more than enough for long explanations. While the box is empty, Send is disabled, so you cannot send an empty message.
Warning: The reply you send is delivered to the customer; it cannot be taken back. It is worth reading what you wrote once before sending.
Customer info (right part)
The Customer card on the right holds the information of the person who opened the ticket:
- Name and surname (Guest if not a member),
- Email address,
- Phone number, if any.
This information makes it easier to reach the customer by email or phone when needed.
Related Order (if any)
If the customer linked one of their orders when opening the ticket, a Related Order card appears in the right part. The card shows the order's number and has a View Order button. Pressing this button takes you straight to that order's page, so you can easily look at the order's details while answering the ticket.
If the customer did not link the ticket to an order, this card does not appear at all. This is normal.
Returning to the list
After you close a ticket, you can return to the list using the browser's back button or the menu at the top. If the ticket cannot be found (for example, a bad link), the page shows "Support ticket not found." and a Back to Support Tickets button.
Frequently asked
I sent my reply but changed my mind, can I delete it? No. Sent messages cannot be deleted from the conversation. If a correction is needed, you can write a new reply explaining the situation.
Can the customer still write after I close the ticket? Setting the status to Closed effectively archives the conversation. If needed, you can set the ticket back to Open or Answered and continue the conversation.
The customer's phone/email is not showing? The customer may not have shared this information. Only the contact details recorded in the system are shown on the card.
How do I tell which order this ticket is about? Look at the Related Order card on the right. If there is no card, the customer did not link the ticket to any order; if needed, you can tell from the Subject and the message content.
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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.
Treyza Support Tickets (Opening a Ticket with Treyza)
These are the support tickets you open with the Treyza support team, and they move forward as a back-and-forth conversation.