Tickets

Ticket List

All raised tickets are listed in the Tickets section.

Key Columns Explained:

• Thread Number: Unique identifier for each ticket.
• Order ID: Shows which order the ticket is related to.
• Subject: The title of the ticket submitted by the seller.
• Status: Indicates whether the ticket is Open or Closed.
• Num Messages: Total number of messages exchanged in that ticket thread.
• Created On: Date and time when the ticket was submitted.
• Category: The main classification (e.g., Order, Payment, Fulfillment).
• Sub Category: More specific grouping within the main category.
• Order Status: Status of the related order (e.g., refunded, closed, cancelled).
• Order Shipping Status: Current shipment status (e.g., Delivered, Cancelled).
• Last Responded Role: Identifies whether the last message came from an agent or seller.

Ticket Actions

Under the Action menu (three vertical dots) for each ticket, sellers can:

• View: Open the full ticket thread to see messages and updates.
• View Logs: Check the timeline and technical logs associated with the ticket.

Export Feature

At the top-right corner of the Threads page, clicking on the three-dot menu opens the Export Options. Sellers can:

• Select Specific Columns: Choose which columns to include in the exported file.
• Apply Filters:
  • Current Filter: Export data based on the filters already applied on the page.
  • Custom Filter: Set custom conditions (e.g., date range, category).
• Set Record Count: Define how many records to include in the export.
• Email Address: Enter an email where the download link for the export file will be sent.