Managing support tickets

For customer issues that cannot be resolved automatically by the AI agent (e.g., payment discrepancies, complex technical bugs, or delivery delays), the Tickets system serves as a central hub. Merchants can manually track customer tickets from creation to final resolution.

1. Support Tickets Metrics

The Tickets page displays four KPI metrics at the top to track support team performance:

• Total Tickets: The aggregate count of all tickets generated in the current period.
• Open Tickets: Active tickets currently undergoing review or awaiting agent action.
• Resolved Tickets: Support tickets that have been successfully resolved and closed.
• Avg. Resolution Time: The average time taken by your team to resolve customer support issues (e.g., 17h 40m).

2. Support Tickets Directory

The main table lists all active and past tickets. You can search by ticket number or filter the table by Status, Priority, or Issue Type. For each ticket, the directory displays:

• Ticket Number: The unique system-generated numeric identifier for the ticket (e.g., 3243357378).
• Customer: The customer's avatar and profile name.
• Assigned To: The team member currently assigned to the ticket (or 'Unassigned').
• Status: The current state of the ticket (e.g., Open, In-Progress, Pending, Resolved, Closed, Escalated).
• Issue Type: The category of the support query (e.g., Order, Technical, Payment, Delivery).
• Priority: The severity level of the issue (e.g., Low, Medium, High, Urgent).
• Source: The messaging channel from which the ticket was created (e.g., WhatsApp).

3. Action Dropdown Commands

Clicking the three-dot vertical menu on any ticket row opens actions to update properties directly:

• View: Open the ticket details page to inspect conversation transcripts and investigation logs.
• Update Status: Open a modal to change the ticket lifecycle state.
• Update Priority: Open a modal to adjust the urgency of the ticket.
• Assign to Admin: Open a dropdown selection to assign the ticket to a specific team member.

4. Updating Ticket Properties

You can manage support workflows by updating these properties:

• Fulfillment Statuses: Set a ticket's status to 'open' (active), 'in progress' (currently being investigated), 'pending' (awaiting customer response), 'resolved' (solved but kept open for confirmation), 'closed' (fully finalized), or 'escalated' (transferred to senior administrators).
• Priority Levels: Categorize tickets by urgency to prioritize support response times ('low', 'medium', 'high', or 'urgent').

5. Detailed Ticket View

Clicking 'View' opens the dedicated Ticket Details page. The page contains the following key components:

• Header Details: Displays the ticket subject (e.g., 'Unable to add shipping address to order ORD-0432156390'), status badge (e.g., Open), priority badge (e.g., High), ticket reference number, and customer name.
• Ticket Details Card: Summarizes core metadata including Ticket Number, Assigned To agent, Category, Source, Created At, and Updated At timestamps.
• Description Section: Displays the detailed customer query or webhook error log explaining the issue.
• Notes Panel: Allows admins to compile internal notes or collaboration remarks using a rich text formatting editor. Click 'Add Note' to save remarks to the Note History log.
• Fulfillment Activity Log: A vertical timeline tracking support milestones, showing when the ticket was created, who initiated it (e.g., Opened via WhatsApp by Agent), and status/priority changes.
• Update Ticket Button: Click the 'Update Ticket' dropdown on the top-right to update the status, priority, or ownership assignment directly.