Work with tickets

Turn anything that needs follow-up into a ticket with an owner, a priority and a status.

1. 1

   Raise a ticket

   Create one from a conversation, from an order, or with «New ticket». Returns filed from your returns page arrive as tickets on their own.

2. 2

   Set priority and an owner

   Priority runs Low → Medium → High → Urgent, and drives the order of the list. Assign it to a teammate or use «Assign to me» so it's never nobody's job.

3. 3

   Move it through the statuses

   Open → In progress → Waiting on customer or Waiting on supplier → Resolved → Closed. The waiting states are what keep a stalled ticket out of your active queue without losing it.

4. 4

   Resolve and measure

   Resolve when it's done. Resolution time and customer satisfaction feed the Reports page, so you can see where your service is slow.