Service Requests

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OMS > Service Requests

Oms--service request.png

Service Requests is a centralized location for admins to respond, manage, or create new service requests. The Service Request section displays service requests for all of your Multifront stores.

Customers can send two types of messages:

  • Contact Forms - Sent via "Contact Us" form.
  • User Feedback - If a customer provides feedback, the feedback appears as "User Feedback"

Service Request Details

Detail Description
Email ID Customer e-mail address. All correspondence will be sent to customer via this email
First Name Customer First Name
Last Name Customer Last Name
Company Name Company name, if applicable
Phone Number Customer phone number
Created Date Date ticket is created in read-only mode.
Origin If customer is logged-in, profile information will be passed as "Origin"
Store Name Select the originating store name to track ticket
Status Closed, Duplicate, Deferred, Pending; Assign ticket a status
Priority Emergency, High, Medium, Low; Assign ticket a priority
Title Specify title for ticket
Description Rich text field to reply to customer via email.

Add Service Request

OMS > Service Requests > "Add New" button

Oms--add service request.png

  1. Add Service Request Details
  2. Save progress using the "Save" button

Edit Service Request

OMS > Service Requests > Edit Action

Note: Admins can update existing tickets with new information, including status and priority, using the "edit" action.

  1. Edit Service Request details
  2. Save progress using the "Save" button

Manage Service Request

OMS > Service Requests > "Manage" action

The "Manage" action lets Admins respond to customer queries.

When managing a request, Admins can navigate between three tabs:

Manage Notes

OMS > Service Requests > "Manage" action > Notes tab

Admins can use the "Add New" button to include notes on the ticket

Add Notes
OMS > Service Requests > "Manage" action > Notes tab > "Add New" button
  1. Add Note details
  2. Save progress using the "Save" button
Edit Notes
OMS > Service Requests > "Manage" action > Notes tab > "Edit" Action
  1. Edit Note details
  2. Save progress using the "Save" button
Delete Notes
OMS > Service Requests > "Manage" action > Notes tab > "Delete" Action

Manage Reply to Customer

OMS > Service Requests > "Manage" action > Reply to Customer tab 

In this tab, Admins can respond to Service Requests via emails.

  1. Add Reply to Customer details and/or Attachment
  2. Save progress using the "Save" button
  3. Page will reload with confirmation email has been sent

Manage History

 OMS > Service Requests > "Manage" action > History tab 

In this tab, Admins can manage the Email history with the customer.

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