Back-office teams

Support agent

The Support role staffs the YSEND help desk for a logistics partner. You work two ticket books from one screen — the internal desk queue and the client tickets raised by depositors — answer clients, escalate parcel problems, open carrier claims and propose client compensation for a lead to approve. The knowledge articles and the Assistant help you answer faster and consistently.

Sign inAll role guides

Start-up guide

  1. Open the sign-in link in your invitation, then enter your work email and the password provided.
  2. If you forget your password, choose “Forgot password”, then “Send recovery instructions”.
  3. The Sign in button opens the app in this page’s language.
  4. After you sign in, YSEND opens «Support Tickets» directly; it is also the «Ticket queue» entry in the navigation. This is your daily workspace.
  5. At the top of the screen, switch between the two ticket books: «Desk queue» for internal tickets raised by colleagues and «Client tickets» for issues raised by depositors. Each book has its own table, search field and detail panel.
  6. Open «Client tickets» and read the «Service level» summary: «Avg first response», «Avg resolution» and «Awaiting response» show how much client work is waiting for an answer.
  7. Click any ticket row to open its detail panel; use «Assign to Me» on the tickets you take so your colleagues can see who owns them.
  8. In a client ticket, scroll to «Knowledge articles» and use «Search articles» to find the answers your team already uses. The «Assistant» entry in the navigation opens the assistant if you need help on a screen.

End-to-end workflows

Answer a client ticket

Starts when: A depositor raises a ticket from the client workspace and it appears in «Client tickets» with the status «New».

  1. In «Support Tickets», click «Client tickets» and use the search field to find the ticket by number, subject or client.
  2. Click the row to open the detail panel; check the client, category, «Priority», and the linked order or shipment if one is shown.
  3. Click «Assign to Me»; the status changes from «New» to «Assigned» and the ticket is yours.
  4. Read the conversation in the detail panel to see what the client has already written and what has been answered.
  5. Search «Knowledge articles» for an approved answer to the question before you write your own.
  6. Type your answer in «Reply to client» and click «Send»; the message is added to the thread and the client sees it in their workspace.
  7. Follow the ticket until the client's issue is settled; if it needs the carrier or a decision you cannot take, continue with the escalation or compensation process.

Result: The client has a written answer in the ticket thread, the ticket shows you as owner, and the «Service level» figures include your first response.

Next: The client replies in the same thread. Tickets that need a decision are escalated to the AfterSalesManager, who owns the after-sales desk.

Escalate a parcel problem and open a carrier claim

Starts when: A client ticket concerns a lost, damaged, delayed or misrouted parcel, or the client asks for something you cannot decide.

  1. Open the ticket in «Client tickets» and confirm the order or shipment shown in the detail panel.
  2. If the carrier is responsible, go to «Carrier claim», choose the «Carrier», enter the «Claim amount» and click «Create claim»; the claim appears on the ticket with its amount and status.
  3. If the ticket needs a lead's decision, enter an «Escalation reason» that explains what is needed.
  4. Click «Escalate»; the ticket status changes to «Escalated».
  5. Tell the client in «Reply to client» what has been done and what happens next, then click «Send».

Result: The carrier claim is recorded on the ticket and, if escalated, the ticket shows «Escalated» with your reason for the next person.

Next: The AfterSalesManager takes over escalated tickets; you keep answering the client in the thread.

Propose a client compensation

Starts when: A client is owed money for a parcel problem (for example a lost or broken package) and the ticket allows a compensation entry.

  1. Open the ticket in «Client tickets» and scroll to «Client compensation».
  2. Enter the «Compensation amount», choose the currency and add a «Reason code».
  3. Click «Enter»; the entry appears with the status «Entered».
  4. The entry now waits for approval by a second person; you cannot approve your own entry.
  5. If you entered a wrong amount, click «Withdraw» while the entry is still «Entered», then enter the corrected amount.
  6. Check the ticket later: once a lead has approved it, the entry shows «Approved» with the date, and you can inform the client in «Reply to client».

Result: A compensation proposal with amount, currency and reason is recorded on the ticket and waits for approval by a second person.

Next: The AfterSalesManager (or another role with approval authority) approves or rejects the entry; only approved amounts are shown to the client.

Handle an internal desk ticket

Starts when: A colleague needs help from the support desk, or you need to record an internal issue yourself.

  1. In «Support Tickets», click «Desk queue»; to record a new issue, click «+ New Ticket».
  2. In «Create Support Ticket», fill in «Subject», «Description», «Priority» and «Category», then click «Create Ticket»; the ticket appears in the queue as «Open».
  3. Use the status filters «Open», «In progress», «Resolved» and «After-sales» to find the tickets that need work.
  4. Click a ticket to open it and click «Assign to Me»; an open ticket moves to «In progress».
  5. When the issue is handled, click «Close Ticket»; the ticket moves to «Resolved» and leaves the open work.

Result: The internal ticket is owned, worked and shown as «Resolved» in the «Desk queue».

Next: The colleague who raised the ticket sees it resolved; anything that needs a manager's decision goes to the AfterSalesManager or the PartnerManager.

All features

Support

  • Support TicketsSupport ticket CRUD

Intelligence

  • AssistantView the current page context, available views and actions, and the assistant connection and memory status.

What you can open

The areas below describe the access assigned to this role.

  • Support requests
  • Assistant

Everyday tasks

Find a ticket quickly

  1. Open «Support Tickets» and choose «Desk queue» or «Client tickets».
  2. Type a number, subject or name in the table's search field.
  3. Click the row to open the detail panel.

Write a knowledge article

  1. Open any client ticket and scroll to «Knowledge articles».
  2. Click «New article».
  3. Fill in «Article title» and «Article content».
  4. Tick «Publish article» and click «Publish article», or leave it unticked and click «Save draft» to finish later.

Check the client service level

  1. Open «Support Tickets» and click «Client tickets».
  2. Read «Avg first response», «Avg resolution» and «Awaiting response» in «Service level».
  3. Start with the tickets that are still waiting for a first answer.

Ask the Assistant for help

  1. Click «Assistant» in the navigation.
  2. Ask your question in plain language, for example how to handle a ticket category.
  3. Check the answer against the ticket before you act on it.

Limits and help

The Support role works only the ticket desk and the Assistant. You cannot approve, reject or reverse a client compensation — that is done by the AfterSalesManager (or the PartnerAdmin, PartnerManager or Ceo). You have no access to warehouse operations, orders, billing or client account settings; ask the PartnerManager or Manager for operational questions and the Finance role for invoices. Your Admin or PartnerAdmin manages your user account and access rights.

contact@ysendgroup.com

Help centre

Common questions

Why are there two ticket tables?

«Desk queue» holds internal tickets from colleagues, and «Client tickets» holds issues raised by depositors. They are separate books with their own numbering, so always switch to the right one before you search.

Can the client see the compensation I entered?

No. The client only sees compensation amounts after they have been approved. An entry in the status «Entered» is visible to the desk team only.

Why can't I approve the compensation I entered?

Compensation follows a four-eyes rule: Support proposes, and a second person with approval authority, usually the AfterSalesManager, approves or rejects. Until then the entry stays «Entered», and you can still «Withdraw» it.

What does «Escalate» do?

It sets the ticket to «Escalated» and records your «Escalation reason», so the after-sales lead can see why the ticket needs a decision. You can still reply to the client afterwards.