How Do My Clients Create Tickets

Your customers can open tickets and add delegates

This article shows store owners and staff how account holders can create a ticket or add delegates to a support ticket. Store owners and staff can use this information as part of their client onboarding process.

  • An account holder is a client or sales lead who creates an account on your store.

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Clients and leads must create a store account before they can create a support ticket.

Creating a support ticket

  1. Log in to the store account.
  2. Click the Support menu tab.
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Support tab

  1. Click the Open new ticket button.
  2. Add a subject.
  3. Click the field and select a department. (optional)

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The client sees department options only if you create ticket departments for your store.

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Select department

  1. Enter a message.
  2. Add an attachment. (optional)
  3. Click the Create ticket button.
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Create ticket button

  • The ticket displays on the screen.
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Ticket displays

Editing a ticket subject

  1. Click the three-bar icon.
  2. Click Edit subject.
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Edit Subject

  1. Change the subject.
  2. Click Save.
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Change subject

Editing a ticket message

  1. Scroll down to the ticket text.
  2. Click the three-dot icon.
  3. Click Edit.
  4. Change the message.
  5. Click Save.
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Click three-dot icon

Closing a ticket

The final status of a ticket is called Closed. That means no further communication can take place on this message. Account holders can close a ticket anytime.

There are two ways to close a ticket.

  1. Click the Close ticket button.
  2. Click the three-bar icon and then click Close ticket now.
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Close ticket button

Viewing tickets

The account holder's store dashboard shows a list of active tickets and their current status. The list does not display Closed tickets.

  1. To see the discussion thread inside a ticket, click a name on the dashboard list.
  2. To see a list of all Active and Closed tickets, click View all.
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View all

  1. Click a menu tab to see Active or Closed tickets.
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Active or Closed tickets

Adding delegates to a ticket

Clients and leads (who have a store account) can invite other account holders to join the ticket as a delegate. A delegate can read posted messages in a ticket thread and submit messages, too.

  1. On the account dashboard, click an active ticket.
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Active ticket

  1. Click the three-line icon.
  2. Select Delegate access on the drop-down menu.
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Select Delegate access

  1. On the Ticket delegate access panel, click Invite delegate.
  2. Enter the person's email address in the popup window.
  3. Click Send invite.
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Enter email address

  • Upmind sends the person an email message with an invite and displays their name with the Invited status.
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Delegate name and Invited status

After the account holder clicks the Accept link, the delegate status changes from Invited to Accepted.

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New status

Removing delegate access

To remove delegate access to a ticket:

  1. Click the three-line icon.
  2. Select Delegate access on the drop-down menu.
  3. Click the Revoke access icon.
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Revoke access icon

📘

Upmind immediately removes delegate access to a ticket after the account holder clicks the Revoke icon.

The delegate experience

The delegate's dashboard shows active tickets including tickets with delegate access.

  • Tickets with delegate access have a share icon.
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Share icon

  1. To read a thread, click the active ticket tile.
  2. To add a message, enter text and click Post reply.
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Click Post reply

A new delegate post changes the ticket status on the store's Support dashboard to Client replied.

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Revised ticket status

The Client replied status appears on the account holder's dashboard, too.

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Account holder's page