Resolving Customer Care Tickets

Resolving Customer Care Tickets

Learn how to navigate the internal ticket view, communicate securely with customers, leave internal notes for your team, and update ticket statuses to resolution.

Updated over 2 weeks agoMohammad Shebli Table of contents

How to Access:

1. Go to your Customer Care dashboard.

2. Click anywhere on a ticket row in the table to open the detailed ticket view.

Go to your Customer Care dashboard.

Click anywhere on a ticket row in the table to open the detailed ticket view.

The Ticket Interface

• What it shows: The screen splits into three main sections to help you work efficiently.

• Additional details:

  • Left Panel: Your ticket table shrinks to the left, allowing you to quickly switch between tickets or use filters without leaving the page.

  • Middle Panel: This is the main conversation thread where you will see the original review, forms sent, and chat history.

  • Right Panel: Contains the Ticket Preview (showing Priority, Status, and Assignee) and the Customer Info tab (showing the customer's email and phone number, if provided).

What it shows: The screen splits into three main sections to help you work efficiently.

Additional details:

• Left Panel: Your ticket table shrinks to the left, allowing you to quickly switch between tickets or use filters without leaving the page.

Left Panel: Your ticket table shrinks to the left, allowing you to quickly switch between tickets or use filters without leaving the page.

• Middle Panel: This is the main conversation thread where you will see the original review, forms sent, and chat history.

Middle Panel: This is the main conversation thread where you will see the original review, forms sent, and chat history.

• Right Panel: Contains the Ticket Preview (showing Priority, Status, and Assignee) and the Customer Info tab (showing the customer's email and phone number, if provided).

Right Panel: Contains the Ticket Preview (showing Priority, Status, and Assignee) and the Customer Info tab (showing the customer's email and phone number, if provided).

The Resolution Workflow

• What it shows: The step-by-step process of contacting a customer and logging updates.

• Additional details:

  • Send the Recovery Form: If a ticket was created from a review with no contact details, you cannot chat with the customer yet. You must first reply to the review and insert the Recovery Form so they can securely provide their email or phone number.

  • Chatting with the Customer: Once the customer fills out the recovery form, their details populate in the right panel, and you can freely send and receive direct messages in the middle panel.

  • Internal Notes: You can add notes (highlighted in yellow) in the middle panel. These are strictly for internal team communication and are not visible to the customer.

What it shows: The step-by-step process of contacting a customer and logging updates.

Additional details:

• Send the Recovery Form: If a ticket was created from a review with no contact details, you cannot chat with the customer yet. You must first reply to the review and insert the Recovery Form so they can securely provide their email or phone number.

Send the Recovery Form: If a ticket was created from a review with no contact details, you cannot chat with the customer yet. You must first reply to the review and insert the Recovery Form so they can securely provide their email or phone number.

• Chatting with the Customer: Once the customer fills out the recovery form, their details populate in the right panel, and you can freely send and receive direct messages in the middle panel.

Chatting with the Customer: Once the customer fills out the recovery form, their details populate in the right panel, and you can freely send and receive direct messages in the middle panel.

• Internal Notes: You can add notes (highlighted in yellow) in the middle panel. These are strictly for internal team communication and are not visible to the customer.

Internal Notes: You can add notes (highlighted in yellow) in the middle panel. These are strictly for internal team communication and are not visible to the customer.

Managing Ticket Details

• What it shows: How to change the status, priority, and assignees of a ticket.

• Additional details:

  • Take Ownership: To interact with a ticket or change its details, you must be the assigned agent. If a ticket is unassigned, click the Assignee dropdown in the right panel and assign it to yourself.

  • Update Attributes: Once assigned, you can change the Priority or move the Status from "Open" to "In Progress," "Resolved," or "Closed."

  • Ticket Activity: Scroll to the bottom of the right panel to see a time-stamped log of every action, status change, and note added to the ticket.

What it shows: How to change the status, priority, and assignees of a ticket.

Additional details:

• Take Ownership: To interact with a ticket or change its details, you must be the assigned agent. If a ticket is unassigned, click the Assignee dropdown in the right panel and assign it to yourself.

Take Ownership: To interact with a ticket or change its details, you must be the assigned agent. If a ticket is unassigned, click the Assignee dropdown in the right panel and assign it to yourself.

• Update Attributes: Once assigned, you can change the Priority or move the Status from "Open" to "In Progress," "Resolved," or "Closed."

Update Attributes: Once assigned, you can change the Priority or move the Status from "Open" to "In Progress," "Resolved," or "Closed."

• Ticket Activity: Scroll to the bottom of the right panel to see a time-stamped log of every action, status change, and note added to the ticket.

Ticket Activity: Scroll to the bottom of the right panel to see a time-stamped log of every action, status change, and note added to the ticket.

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