Customer care overview

Customer care gives your customer service and operational teams one shared list of cases, with a clear owner and a clear next step for each. You find it under Commerce > Customer care.

Everyone with access to Commerce can read tickets. Opening and answering them needs the Agent or Admin role; see Roles and access.

How Customer care works

A customer writes to your helpdesk. The conversation appears in Customer requests, where Customer Service reads it and answers.
When the case needs another team, Customer Service converts the request into an internal ticket, optionally prepared by Atomo. See Customer requests.
Anyone can also open a ticket from scratch with New ticket. See Opening a ticket.
The two sides talk in the ticket thread. Waiting on always says which team has to move now. See Working a ticket.
When someone believes the case is solved, they propose a solution; the person who opened the ticket accepts it and the ticket closes. See Solving and closing tickets.

The Customer care pages

Page	What it shows
Dashboard	The desk right now: clickable figures (open now, SLA breached, average first response and resolution), the most critical cases and tickets by status and priority. See Dashboard and analytics.
Tickets	The full list of internal tickets, with a Search and filter bar, sortable columns and CSV export.
Open, Opened by me, Assigned to me, Closed	The sub-pages of Tickets in the sidebar: the ticket list already filtered, with counters that update every minute. See Find a ticket.
Customer requests	Your customers' open helpdesk conversations. Only the Customer Service team and admins see them.
Analytics	Response times, SLA compliance and volumes over the period you choose.
Settings > Customer care	At the bottom of the sidebar: the settings of your company's desk. See Customer care configuration.

Find a ticket

Steps

In Nucleo, go to Commerce > Customer care > Tickets. The list opens on the open tickets: Open, In progress or Waiting.
2Optional: in the sidebar, under Tickets, click a quick view:
1. Open: every ticket that is Open, In progress or Waiting.
2. Opened by me: the tickets you opened, in any status.
3. Assigned to me: the open tickets where the next move is yours. See What Assigned to me shows.
4. Closed: closed tickets.
Optional: click in the Search and filter bar and type a word. The list updates as you type; the search looks in the title, the description, the ticket code, the order reference and the replies.
4Optional: in the same bar, add a filter and pick its value:
1. Show — Open, Opened by me, Assigned to me or Closed, the same as the quick views. Remove this filter to see every ticket, in any status.
2. Status — Open, In progress, Waiting or Closed.
3. Priority — Urgent, High, Medium or Low.
4. SLA — SLA breached: only open tickets past their first-response target with no answer yet.
5. Opened — Last 7 days, Last 30 days, Last 90 days or This year.
6. Market, Tag or Client — one of your company's values.
Optional: click a column header (Ticket, Opened, Status, Priority or SLA) to sort. Click it again to reverse the order.
Click a row to open the ticket.

Note

Each filter takes one value: picking a second value of the same filter replaces the first. The bar shows the filters the list is really applying, and the number of matching tickets.

Tip

Inside a ticket, the up and down arrows at the top right, or the [ and ] keys, move to the previous or next ticket of the page of the list you came from, with the same filters. Use them to work a queue without going back to the list.

What Assigned to me shows

Assigned to me is the list of what is waiting for you. It shows only open tickets, and among them:

The tickets you opened where the other side has replied and Waiting on is back to your team: they wait for your feedback, including a proposed solution to accept.
The tickets assigned to you personally, when it's your side's turn.
The tickets of your team with nobody assigned yet, when it's your team's turn — for example a new ticket for Logistics.

The number next to Assigned to me in the sidebar follows the same rule.

Read the ticket list

Column	What it shows
Ticket	The problem at a glance, with the ticket's unique code underneath. The code is also at the start of every notification email about the ticket.
Opened	The day the ticket was opened.
Status	Open, In progress, Waiting or Closed. See Ticket statuses.
Priority	Urgent, High, Medium or Low. It sets the first-response target.
Market	The market code, when set.
Assigned	The assigned person, with the team underneath, or the assigned team when nobody has taken the ticket yet.
SLA	How long the ticket has been open (for a closed ticket, how long it took). A red SLA breached badge means the first-response target has passed with no answer. Underneath: the due time, the closing day or No SLA.

The list shows 25 tickets per page by default; change it to 50 or 100 and move between pages with the controls under the table, where you also see the total. To hide or show a column, use the columns button at the right end of the bar.

Export tickets to CSV