> ## Documentation Index
> Fetch the complete documentation index at: https://docs.onecommerce.tech/llms.txt
> Use this file to discover all available pages before exploring further.

# Support tickets

> Follow each problem with an order from the complaint until it is sorted out, with a person's name and a time limit on every step.

> [!NOTE]
>
> Support tickets is an **add-on**. It works with or without Shopify. [Contact us](https://docs.onecommerce.tech/help/contact.md) to add it.

A ticket follows **one problem on one order**: a damaged item, a missing part, something that doesn't work. It stays open, with someone's name on it, until it is sorted out, so nothing is forgotten in a long chat.

## Set it up (admins)

Open **Settings** → **Tickets** and fill in:

* **Problems customers report**: your own list, such as "Damaged" or "Part missing". The list starts empty; add the ones you hear most.
* **Late after**: how many hours a ticket may stay in each stage before it shows as late. Use 0 for no limit.
* **Who looks after what**: your support person, your workshop person and your manager.

To stop offering a problem, tap **Take off the list**. Old tickets keep it.

## Open a ticket

**1. Open the customer's chat**

Open **Orders** next to the chat.

**2. Tap 🎫 Ticket on the order**

Or open the **Tickets** tab and tap **🎫 New ticket**, for a problem that isn't about an order.

**3. Say what the problem is**

Pick the problem, the item, what the customer wants, and how it came in. Tap **Open ticket**.

The ticket gets a number, such as **T-12**, and a line appears in the chat so everyone there knows.

The same item on the same order can't have two open tickets. If one is already open, you are shown that one.

## Let the customer open the ticket

Instead of filling it in yourself, send the customer their own form.

**1. Open the Tickets tab in the chat**

Tap **send the ticket form**. A message with the customer's own link appears in your reply box.

**2. Check it and press Send**

The customer opens the link, picks their order and the problem, describes it and adds photos or a short video.

**3. The ticket opens by itself**

It arrives with your support person, with a line in the chat. The customer's photos are on the ticket under **From the customer**.

The same link then shows the customer where their ticket stands, in plain words. They don't see names, your notes or what the workshop found.

A link stops working a week after it was sent if it wasn't used, and a month after its ticket is closed.

### Send the form automatically (admins)

In **Settings** → **Tickets**, tick **Send the form by itself when a customer reports a problem with a product**. This needs [AI help](https://docs.onecommerce.tech/ai/ai-help.md) with automatic checks switched on.

When a customer writes about a faulty, damaged, wrong or incomplete product they received, the inbox sends your message with their link, once. It shows in the chat as **🤖 Automatic**, with a line for the team.

It is not sent:

* for an order that is late or hasn't arrived,
* in a WhatsApp group,
* while a ticket is already open in that chat,
* more than once a day to the same customer.

You can change the message in the same place. Keep the link marker that is already in it (the word link inside curly brackets): that becomes the customer's own link.

> [!TIP]
>
> For the first week, read the 🤖 lines in your chats to see that the form goes to the right customers. If it doesn't suit you, untick the box and send the form by hand.

## The stages

| Stage | What is happening | Who has it |
| - | - | - |
| **New** | Just reported | Support |
| **Waiting for customer** | You asked for photos or details | Support |
| **Coming back** | The item is on its way back to you | Support |
| **At workshop** | The item is being checked | Workshop |
| **Fix in progress** | The replacement, refund or repair is being done | Support |
| **Closed** | Sorted out | |

A ticket doesn't have to visit every stage. Move it to the one that fits.

Each stage has a time limit. A ticket past its limit shows **Late** in red.

## Work on a ticket

Open the **Tickets** tab next to the chat and tap the ticket.

* **Stage**: move it on. It goes to the person who looks after that stage, and the time limit starts again.
* **With**: hand it to someone by name. They can then see the chat too.
* **Fault found**: the workshop writes what was wrong.
* **Add a note** for the team. Notes stay on the ticket.
* **History** shows everything that happened, with who and when.

Changes are saved as you make them.

## Close a ticket

At the bottom of the ticket, pick **how it was sorted out** (replacement sent, refunded, repaired, part sent, no fault found and so on), add a note if you like, and tap **Close ticket**.

Closed by mistake, or the problem came back? Open the ticket and tap **Reopen**.

## Who can see tickets

A ticket belongs to the customer's chat. Whoever can see the chat can see and work on its tickets.


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