Tickets
Tickets keep support issues from getting lost in chats and phone calls. Each problem gets a number, a priority, a status and a conversation thread, until it's resolved.
In the dashboard:Sales & Marketing › TicketsPlan:All plans
Open a ticket
Click New Ticket
It opens New Support Ticket.Subject
A short summary, such as “Wrong size delivered, order #1042”.Priority
Low, Medium, High or Urgent.Message
Describe the issue in detail. Each ticket gets a number likeT-1001.
Statuses
| Status | Meaning |
|---|---|
| Open | New and waiting for someone to pick it up. |
| In Progress | Someone is working on it. |
| Action Required | Waiting on more information, for example from the customer. |
| Resolved | Done. |
The page totals Total Tickets, Awaiting Action, In Progress and Resolved. In the board view, drag a ticket card between columns to change its status.
Work a ticket
Open a ticket to read its conversation and write a reply, change its status or priority, and add notes. Search by subject or ticket ID to find one quickly. Tickets linked to a customer also appear in the Tickets tab of that customer's profile.
Tickets or bug reports?
Use Tickets for support issues with your store and its customers. If Joomni itself isn't working (a button fails, a page errors), file a bug report so it goes straight to the engineers.
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