Customer Support Ticket System (Support provided by the Artist etc.)

Customer Support Ticket System (Support provided by the Artist etc.)

General

A Support Ticket with a ticket number is issued to the Customer after they raise a question regarding a product they have purchased, in their MyAccount  > Orders tab. This then allows direct communication between the Customer and the Artist vendor on post-purchase queries.

Orders List

The customer needs to go to  MyAccount and select the "Orders" tab (yellow outline box):

Support Ticket

"Customer Clicks on the Support button" (Red outline box image above) for their order. This opens the "Support Ticket Form":

Customers complete the form by selecting a 'Category' and a 'Priority'. 

The Product box should carry over the product titles from the order and need to select the one actual product they are querying, as required.

Then they fill in the 'Issues they are having', in detail.

Finally, the customer clicks the SUBMIT button. A ticket is then generated.

Artist Vendor

The Artist vendor can see the Support Ticket in their Store Manager's dashboard Support button in the left panel (shown below with a yellow outline box). This opens the Support Ticket list page;

The Artist Vendor receives an email headed 'New Support Report' with details of the ticket raised by the Customer.

Notably, this customer's query also appears in the Support Ticket List. The example is shown above.

Confidentiality

The ticket can be seen only by the customer, you the concerned Artist vendor, and Admin.

Reply Form

You as Artist Vendor have to type the reply. Also:

• Add a File if it is necessary
• Set the priority
• Set the Status

Customer Support Ticket Tab

The Customer will be able to view the replies using the 'Support' tab in their ' My Account' (Yellow outline box) and will also receive an email notification.

The customer needs to Click on the appropriate Support ticket 'view' tab to see the Support Ticket.

A Support Ticket with a Reply form is in the example below:

Then, the customer can post a reply in the thread following the same procedure mentioned earlier.

The thread can continue back and forth, recording each, Artist and Customer input etc. until satisfactorily dealt with. Refer customer reply form below: