📌Support Ticket

Enable customers to create support tickets, hold orders on ticket creation, and define support reasons for better issue resolution.

Create Support Tickets

Allow customers to send a support ticket directly from the app. This feature ensures that customer issues are logged and tracked for easy reference.

1. Navigate to the Support Ticket Settings Section:

   • In the Qtane OrderEdit App, go to the Support Ticket Settings section.

2. Enable Support Tickets:

   • Toggle the "Allow Customer to Create Support Ticket" option.

   • This allows customers to send support tickets directly from the app.

3. Save Your Settings:

   • Save your settings to apply the changes.

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Hold Orders on Support Tickets

Place the order on hold when a support ticket is created. This ensures that any issues raised by the customer are addressed before the order is processed further.

1. Navigate to the Support Ticket Settings Section:

   • In the app, go to the Support Ticket Settings section.

2. Enable Order Hold:

   • Toggle the "Hold the Order if a Support Ticket is Created" option.

   • This places the order on hold when a support ticket is submitted.

3. Save Your Settings:

   • Save your settings to apply the changes.

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Define Support Reasons

Define a list of reasons for support tickets that customers can select from. This helps categorize and address customer issues more efficiently.

1. Navigate to the Support Ticket Settings Section:

   • In the app, go to the Support Ticket Settings section.

2. Add Support Reasons:

   • Add reasons for support tickets, such as:

     • "Found a better price elsewhere"

     • "Item is no longer needed"

     • "Delivery costs are too expensive"

     • "The item was purchased by mistake"

     • "Changed mind about the product"

     • "Forgot to apply my discount code"

   • Customers will select from these predefined reasons when creating a support ticket.

3. Save Your Settings:

   • Save your settings to apply the changes.