In the new Support section of the Seller Interface, you will be able to manage tickets related to your own sales orders directly within the platform. This new section is designed to streamline ticket management, improve workflow organization, and provide you with all the necessary tools to efficiently handle customer inquiries.
The landing page of the Support section will display a structured list of tickets organized into different views. These views represent distinct work queues designed to help sellers efficiently manage their tickets. Each list groups tickets based on criteria such as urgency or status, making it easier to prioritize and process them. Next to each list, a counter will show the total number of tickets currently included in that view.
In addition to the predefined lists, you will also have access to advanced filtering options to further refine and narrow down the displayed tickets.
At a glance, each ticket in the list view will display its most essential information, including:
By opening a ticket, you can access a detailed view that includes the full conversation with the customer, comprehensive ticket information, and relevant order details. From this view, you can actively manage the ticket by performing actions such as creating help requests, adding new public replies, or inserting private internal notes.
Within this section, you will find the customer's personal and contact details, as well as key order information such as the order date, shipping details, and the current warranty status of the product.
You will also have access to complete purchase information, including the item price, any applied discounts, vouchers used at checkout, and a direct link to the original offer related to the ticket and the corresponding order.
Several actions are available to help you manage the ticket efficiently. You can: