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.
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Step 1: Go to My Magestore > Service Desk, then click TICKETS to open your team ticket
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Step 2: CLick CREATE, fill content of the ticket with the Customer Email
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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
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Step 1: Open a ticket, come to ACtions > Share
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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
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Step 1: Find archived ticket by open ticket list, point Filter drop-down and choose "Archived" and un-check "Open Tickets"
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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
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Step 1: Open a ticket > Scroll down to Click Send message
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Step 2: Type the content then click SEND
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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
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Step 1: Open a ticket > Scroll down to Click Send message
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Step 2: Click the Full Composer button at the bottom right corner
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Step 3: Choose a template from the Use Template drop-down, edit content then click SEND
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Step 4: Ensure that, the replied email is sent to the customer by having a while email icon on the below message
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