Ticket

Purpose

Ticket is a channel for any Customer can request Magestore supporting. This is the last and public way for any Customer/Client/Partner can reach to Magestore. Ticket system help customer supporting to be organized, focused, efficient, and effective.

Type

  • Request Service: Customer want an extra service.
  • Request Feature: Customer want an extra feature.
  • Incident: Customer report an incident
  • Question: Customer have a question

Stage

  • New: This ticket is sent new from your customer.
  • Prepare Solution: You want to discuss more detail with the customer and also discuss solutions with your team.
  • In Progress: You are now processing the customer problems.
  • Workaround: You have temporarily resolved the incident but not to the root cause.
  • Solved: You finally solved the problems with the root cause.
  • Pending: This ticket is pending to process because you have to wait for dependent something, such as another problem is solved.
  • Cancelled: You and the customer agree with together that do not need to process this problem.

Relationship

Principles

Principles 1: If your customer has many requests on the same ticket, please create different tickets.

Principles 2: If your customer has another requirement after closing ticket (Solved/Cancelled), please create a new one for them. Do not re-open a ticket.

Activity

Create a new ticket for Customer

If a customer reaching you from another channel, you can create a ticket for them as a confirmation to remember what we have to do or answer.

  • Step 1: Go to My Magestore > Service Desk, then click TICKETS to open your team ticket

  • Step 2: CLick CREATE, fill content of the ticket with the Customer Email

  • Step 3: CLick SAVE. An email confirmation will be sent to the customer, you can check by scrolling down to see a white email icon.

Tips: You can share a ticket link by another channel to the customer. To do this action, following the below guide

Send ticket to a Customer

To help customer can tracking the ticket, you can share them a link by following this guide

  • Step 1: Open a ticket, come to ACtions > Share

  • Step 2: Click COPY TEXT to have the public link and send to the cusstomer by email or chat message. You can also pick Recipients from drop-down to send.

Customer create a new ticket by Email

Any customer can create ticket by send to the email support@magestore.com. A ticket will be created and automatic change to Support Team.

An confirmation email will be sent to the customer with ticket ID to find on the system.

Customer create a new ticket by Web Portal

Any customer can create ticket by access Magestore Support Portal on https://support.magestore.com

An confirmation email will be sent to the customer with ticket ID to find on the system.

Customer reply a Ticket

Find a ticket has been replied by the Customer

Find a new ticket has been created by the Customer

Check ticket happy/unhappy

Assign owner to a ticket

  • Step 1: Open a ticket, then click Edit button
  • Step 2: Choose Owner from Assigned to dropdown. You can click "ASSIGN TO ME" to assign yourselves as an owner.

Change group/team owner a ticket

Archive a ticket

  • Step 1: Find archived ticket by open ticket list, point Filter drop-down and choose "Archived" and un-check "Open Tickets"

  • Step 2: Open an archived ticket, point to "Archived" icon then Click the Restore button

Restore an archived ticket

  • Open a ticket, point to "Active" icon then Click the Archived button

Solve a ticket

Workaround a ticket

Pending a ticket

Cancel a ticket

Reply a ticket to the Customer

  • Step 1: Open a ticket > Scroll down to Click Send message

  • Step 2: Type the content then click SEND

  • Step 3: Ensure that, the replied email is sent to the customer by having a while email icon on the below message

Reply a ticket to the Customer with a template

  • Step 1: Open a ticket > Scroll down to Click Send message

  • Step 2: Click the Full Composer button at the bottom right corner

  • Step 3: Choose a template from the Use Template drop-down, edit content then click SEND

  • Step 4: Ensure that, the replied email is sent to the customer by having a while email icon on the below message

Create Issues from a Ticket

Update stage of ticket to the customer

Customer tracking Issue of a Ticket