How to Open a Support Ticket
Step 1: Accessing Support
- Go to Support from the sidebar
- Or navigate to /store/[key]/support
- You'll see the Support Dashboard
Step 2: Opening Support Inbox
- Click "Support Inbox" or "Inbox"
- Or navigate to /store/[key]/support/inbox
- You'll see your tickets list
Step 3: Creating New Ticket
- Click "Create Ticket" button
- Top right of the inbox page
- Or use the create ticket option
- Ticket creation form opens
Step 4: Filling Ticket Information
- Subject:
- Enter a clear subject
- Example: "Payment not processing"
- Be specific
- Message:
- Describe your issue or question
- Include relevant details
- Add steps to reproduce (if applicable)
- Topic (Optional):
- Select a category
- Helps route the ticket
- Priority (Optional):
- Select priority level:
- Low: General questions
- Medium: Standard issues
- High: Urgent problems
- Related Order (Optional):
- Link to an order if relevant
- Select from your orders
- Related Contact (Optional):
- Link to a customer if relevant
- Select from your contacts
Step 5: Submitting Ticket
- Review all information
- Ensure details are complete
- Click "Submit" or "Create Ticket"
- Ticket is created
- You'll receive confirmation
Step 6: Viewing Your Tickets
- Tickets appear in the inbox
- View ticket details:
- Click a ticket to open it
- See full conversation
- View ticket status
- Check priority level
Step 7: Ticket Status
- Open: New ticket, awaiting response
- In Progress: Being worked on
- Resolved: Issue resolved
- Closed: Ticket closed
Step 8: Responding to Tickets
- Open the ticket
- View support team messages
- Type your response in the message box
- Click "Send" to reply
- Continue conversation as needed
Step 9: Managing Tickets
- Filter tickets:
- By status (Open, Closed, etc.)
- By priority
- By date
- Search tickets:
- Use search box
- Find specific tickets
- Sort tickets:
- By date
- By priority
- By status
Step 10: Ticket Dashboard
- View support statistics:
- Total tickets
- Open tickets
- Resolved tickets
- Response rate
- Monitor ticket activity
- Track support performance
Opening Support Ticket Tips
- Provide clear, detailed information
- Include relevant order/contact details
- Set appropriate priority
- Respond promptly to support
- Follow up if needed
- Be patient for responses