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Opening a ticket

Open a ticket when a case needs another team to do something. A good ticket lets the other team start without asking: what happened, what you need, the order, the photos.

You need the Agent or Admin role. From a customer request you don't start from a blank form: see Convert a request into a ticket.

Open a ticket

Steps

  1. In Nucleo, go to Commerce > Customer care > Tickets, and click New ticket. You can also click New ticket on the Dashboard.
  2. In the What happened card, in Title, write the problem at a glance, for example Parcel stuck in transit since Monday. Required, up to 255 characters.
  3. In Description, write what happened and what the other team needs to do. Required. Type @ to mention a colleague; see Mention a colleague.
  4. Optional: add photos and documents under Attachments: drag them in, paste them, or click choose from your computer.
  5. In the Routing card, in Priority, choose how fast the first reply is due:
    1. Low (72h)
    2. Medium (24h) — the default
    3. High (8h)
    4. Urgent (4h)
  6. Optional: in Market, select the market the case belongs to. It's No market by default.
  7. Check Assign to team. See Who receives the ticket.
  8. Optional: in Order ref, enter the order number, for example UK50865. Up to 64 characters.
  9. Optional: under Tags, check the tags that apply.
  10. In the Unsaved changes bar at the bottom of the page, click Open ticket, or press Cmd+S (Ctrl+S on Windows). The bar appears as soon as Title and Description are filled in.

The ticket opens in status Open, the first-response clock starts, and the people who receive it are notified.

Note
If you try to leave the page with something written, Nucleo stops you: when the Unsaved changes bar is showing it shakes and you stay on the page; otherwise Nucleo asks Leave without saving? before leaving.

Who receives the ticket

  • If you're in Customer Service, or an admin, you choose the team in Assign to team. Logistics is preselected; Nobody leaves the ticket without a team.
  • If you're in any other team, the field is locked on Customer Service, with the message Your tickets go to the Customer Service team, who will take it from there. A ticket a team opened to itself would be a private note that nobody else knows exists; Customer Service knows the workload and routes it.
  • Everyone in the assigned team is notified, or only the assigned person once there is one, plus anyone you mention.

Add attachments

You can attach files when you open a ticket and in every reply. Each file leaves a reference such as [attachment: photo.jpg] in the text at the point where you're typing: in the thread, that reference becomes the thumbnail, right where it belongs.

LimitValue
File typesjpg, jpeg, png, gif, webp, heic, heif, pdf, csv, xls, xlsx, doc, docx, txt, zip, eml
Size of one file15 MB
Total for one message28 MB. Send larger sets of files in another reply.
Files per ticket10, counting the opening and all the replies
Tip
To attach a screenshot, copy it and paste it anywhere in the form. It gets a name with the date and time, so several screenshots don't all end up called image.png.
Note
If some files can't be added, the ticket is still opened and a message tells you how many attachments are missing. Add them from the Reply card.

Considerations for opening a ticket

  • The hours next to each priority are the default targets. Your company's targets may differ; see SLA and notifications.
  • You can't choose a person when you open a ticket: the assignee is whoever on the receiving team replies first, or whoever Customer Service assigns.
  • Tags are chosen from your company's list; you can't type new ones here. See Customer care configuration.

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