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.
![a-1a.png 1733](https://files.readme.io/9052385-a-1a.png)
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.
![a-2a.png 1340](https://files.readme.io/dec0e8e-a-2a.png)
Select department
- Enter a message.
- Add an attachment. (optional)
- Click the Create ticket button.
![a-3.png 1347](https://files.readme.io/d98e7a2-a-3.png)
Create ticket button
- The ticket displays on the screen.
![a-4a.png 1377](https://files.readme.io/b55c4dd-a-4a.png)
Ticket displays
Editing a ticket subject
- Click the three-bar icon.
- Click Edit subject.
![a-5a.png 1363](https://files.readme.io/8ca924c-a-5a.png)
Edit Subject
- Change the subject.
- Click Save.
![a-6.png 1138](https://files.readme.io/7e26909-a-6.png)
Change subject
Editing a ticket message
- Scroll down to the ticket text.
- Click the three-dot icon.
- Click Edit.
- Change the message.
- Click Save.
![d-2a.png 1585](https://files.readme.io/40d81fe-d-2a.png)
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.
![b-1a.png 1183](https://files.readme.io/34cce8d-b-1a.png)
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.
![b-2.png 1063](https://files.readme.io/50ca3fe-b-2.png)
View all
- Click a menu tab to see Active or Closed tickets.
![b-4.png 1385](https://files.readme.io/6a77d95-b-4.png)
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.
![b-5.png 1193](https://files.readme.io/5297d11-b-5.png)
Active ticket
- Click the three-line icon.
- Select Delegate access on the drop-down menu.
![b-6a.png 1779](https://files.readme.io/c7380bd-b-6a.png)
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.
![b-7.png 969](https://files.readme.io/0a00cfe-b-7.png)
Enter email address
- Upmind sends the person an email message with an invite and displays their name with the Invited status.
![b-8.png 1684](https://files.readme.io/1d12d44-b-8.png)
Delegate name and Invited status
After the account holder clicks the Accept link, the delegate status changes from Invited to Accepted.
![c-1a.png 1649](https://files.readme.io/c8088f9-c-1a.png)
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.
![b-7 - Copy.png 1675](https://files.readme.io/33c0408-b-7_-_Copy.png)
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.
![c-2a.png 1310](https://files.readme.io/54b0bc6-c-2a.png)
Share icon
- To read a thread, click the active ticket tile.
- To add a message, enter text and click Post reply.
![c-3a.png 1202](https://files.readme.io/ecc372e-c-3a.png)
Click Post reply
A new delegate post changes the ticket status on the store's Support dashboard to Client replied.
![c-4.png 2220](https://files.readme.io/1da0f1b-c-4.png)
Revised ticket status
The Client replied status appears on the account holder's dashboard, too.
![d-1a.png 1153](https://files.readme.io/613f37a-d-1a.png)
Account holder's page
Updated 3 days ago