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.
Clients and leads must create a store account before they can create a support ticket.
Creating a support ticket
- Log in to the store account.
- Click the Support menu tab.
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Support tab
- Click the Open new ticket button.
- Add a subject.
- Click the field and select a department. (optional)
The client sees department options only if you create ticket departments for your store.
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Select department
- Enter a message.
- Add an attachment. (optional)
- 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
- Click the three-bar icon.
- Click Edit subject.
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Edit Subject
- Change the subject.
- Click Save.
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Change subject
Editing a ticket message
- Scroll down to the ticket text.
- Click the three-dot icon.
- Click Edit.
- Change the message.
- 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.
- Click the Close ticket button.
- 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.
- To see the discussion thread inside a ticket, click a name on the dashboard list.
- To see a list of all Active and Closed tickets, click View all.
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View all
- 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.
- On the account dashboard, click an active ticket.
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Active ticket
- Click the three-line icon.
- Select Delegate access on the drop-down menu.
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Select Delegate access
- On the Ticket delegate access panel, click Invite delegate.
- Enter the person's email address in the popup window.
- 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:
- Click the three-line icon.
- Select Delegate access on the drop-down menu.
- 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
- To read a thread, click the active ticket tile.
- 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
Updated 3 days ago