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.
Support tabSupport tab

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.

Select departmentSelect department

Select department

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

Create ticket button

  • The ticket displays on the screen.
Ticket displaysTicket displays

Ticket displays

Editing a ticket subject

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

Edit Subject

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

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.
Click three-dot iconClick three-dot icon

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.
Close ticket buttonClose ticket button

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.
View allView all

View all

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

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.
Active ticketActive ticket

Active ticket

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

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.
Enter email addressEnter email address

Enter email address

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

Delegate name and Invited status

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

New statusNew status

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.
Revoke access iconRevoke access icon

Revoke access icon

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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.
Share iconShare icon

Share icon

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

Click Post reply

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

Revised ticket statusRevised ticket status

Revised ticket status

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

Account holder's pageAccount holder's page

Account holder's page


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