How do customers request support?

Baphomart has created a shop support ability for existing customers who have purchased one or more items from a seller. This enables sellers to put a Get Support button on their shop page for customers to generate support tickets for the product/service they purchased.

Instruction For Sellers

To allow customers to send product-related queries and issues, you will need to enable the support button display on your shop page.

1. To do this, navigate to Dashboard, Settings, then Shop.

At the very bottom of the page, you will see two fields:

• Enable Support: You need to check the box for using the shop support feature.
• Support Button Text: You can modify the shop support button text from here.

After configuring, click on the Update Settings button.

2. A support menu will appear in the seller’s dashboard.

To view this, go to Dashboard then Support.

Customer Support

3. After clicking on the Support menu, sellers will get to:

• View all their tickets under All Tickets.
• Filter them by Open Tickets and Closed Tickets.
• View Status and Title of each ticket, Customer’s name, Date when the ticket was created and also the Topic/order number.
• Close or Re-open a ticket directly from the Actions column with or without responding to the ticket. This action can be done from all 3 tabs – All Tickets, Open Tickets, and Close Tickets.

4. To respond to a customer’s ticket, just click on the Topic or Title. This will open up a new page.

From here you can write your reply to your client in the given box.

You can also change the status of the ticket using the drop-down.

5. Sellers can add as many replies as they want. And customers can also reply to seller’s responses.

After adding a reply, sellers can view the entire conversation, add more replies, or choose to close the ticket if they want.