Work a client ticket from first reply to escalation
Starts when: A client raises a ticket from their workspace or portal, or a desk colleague creates one with Create Client Ticket. The ticket appears in Client tickets with the status New.
- Open Support Tickets and switch to Client tickets. Use the search field and the Status column to find the tickets with the status New or Assigned.
- Click a ticket to open its detail panel and read the subject, the category, the priority, the linked order or shipment and the conversation with the client.
- Write your answer in Reply to client and click Send. The message is added to the conversation that the client sees.
- If another team has to act, click Escalate, enter the Escalation reason and confirm. The ticket status changes to Escalated.
- If the carrier is responsible for a loss or a damage, open Carrier claim, select the Carrier, enter the Claim amount and click Create claim.
- If the client is owed money, have the amount entered in Client compensation on the same ticket and decide on it as described in the next workflow.
Result: The client has received an answer in the ticket conversation, and any escalation, carrier claim or compensation is recorded on the ticket.
Next: The team you escalated to follows up the escalated ticket; a compensation entry continues in the approval workflow.
Approve or reject client compensation
Starts when: A Support agent enters a compensation amount in Client compensation on a client ticket. The entry has the status Entered and shows Awaiting approval — AfterSalesManager tier.
- In Support Tickets, switch to Client tickets and check the Awaiting compensation indicator to see how many entries are waiting.
- Open the ticket and go to the Client compensation section. Check the Compensation amount, the Compensation currency, the Reason code and the conversation that justifies the claim.
- If the amount is justified, click Approve. The status changes from Entered to Approved and the amount is counted in Owed to clients.
- If the amount is not justified, fill in Rejection reason (applies to Reject) and click Reject. The status changes to Rejected and the desk can enter a corrected amount.
- If you entered the amount yourself, you cannot approve it: the entry shows Awaiting a second approver until another approver signs it off.
- Once the credit note or invoice that settles the amount has been issued, select the Reversal document kind (Credit note or Invoice), enter the Reversal document number and click Mark reversed. The status changes to Reversed.
Result: Every compensation entry is either Approved and later Reversed with a document reference, or Rejected with a recorded reason.
Next: Support informs the client of the decision through the ticket conversation.
Open and follow an after-sales case
Starts when: A complaint, a return request, a damage claim or a pricing dispute has to be tracked as a case of its own, beyond a single ticket.
- In Support Tickets, click After-Sales Cases.
- Click Open Case. In the Open After-Sales Case window, select the client, choose the Case Type (Complaint, Feedback, Return request, Damage claim or Pricing dispute) and enter a Subject and a Description.
- Click Open Case to save. The case is listed with the status Open.
- Use the tabs All, Open, In Progress, Awaiting Customer, Resolved and Closed to follow your cases as their status changes.
- Click a case to open its details and check its current status and description before you answer the client.
Result: The case is recorded with its client, type and description, and moves through the statuses Open, In Progress, Awaiting Customer, Resolved and Closed.
Next: A Manager or a PartnerManager assigns the case and resolves, closes or reopens it.