Centralized Customer Support Infrastructure
The integrated Helpdesk module bridges the post-order support gap, providing direct threaded ticketing within the buyer account portal.
1. Buyer Ticket Submission Workflow
Registered buyers can initiate support threads from their account dashboard:
- Categorize by functional department (Logistics, Technical, Accounting).
- Assign urgency ratings and attach photographic damage documentation.
- Link tickets directly to specific order references.
2. Administrative Service Desk Queue
Store personnel manage incoming queues effectively:
- Status Lifecycle: Open, Pending Internal Review, Answered, and Resolved.
- Contextual Order Sidebar: View live order tracking numbers and payment ledgers alongside the conversation thread.
- Internal Private Notes: Leave internal annotations visible exclusively to coworkers.
SMS Response Triggers
Submitting an agent response automatically fires an alert SMS to the customer, minimizing inbound follow-up calls.