Messages & tickets

Before you begin

• Permission to view the relevant message or support queue.
• The customer or order reference needed to identify the issue.

How to use it

1. 1

   Find the request

   Open the message queue or relevant chat conversation. Use available status and search filters to locate the item.

2. 2

   Review the context

   Read the conversation and check the customer and order before responding. Review attachments where present.

3. 3

   Respond or route the work

   Write the next useful response or assign the request using the available controls. Make the remaining action clear to the next person.

4. 4

   Update the status

   Move the request to the appropriate state only when the work has actually progressed. Reopen or follow up when an unresolved issue remains.

Screen walkthrough

Select a screenshot to zoom in. These are actual platform components using fictional example data.

Explore this screen

01A support conversation keeps the message history and current response together.