Working a ticket
A ticket is a conversation between two teams. You open it from Commerce > Customer care > Tickets, or straight from the link in a notification email.
The page has the thread on the left — the opening message, every reply and every change as an event line — with the Reply card under it. On the right, the Details card sums up the ticket and the Handling card holds its fields. Closing and reopening are buttons at the top of the page.
Reply to a ticket
Steps
- Open the ticket.
- In the Reply card, write your message. Type
@to mention a colleague. - Optional: add attachments: drag them in, paste them, or click choose from your computer.
- Optional: check Propose as solution if you believe this reply solves the case. See Propose a solution.
- Click Send reply.
The other side is notified: its assigned person, or its whole team if nobody is assigned yet. Waiting on passes to them.
- Replying makes you the assignee for your side of the ticket, but only if nobody is assigned yet. A colleague who adds a detail doesn't end up owning the case.
- The first reply from someone other than the opener records the first response and moves the ticket to In progress.
View attachments
- Attachments sit inside the message they belong to: photos as thumbnails, other files as a compact row.
- Click an attachment to open it. Images, PDFs and text files preview in place. Office files, such as
.docxand.xlsx, can't be displayed by a browser, so you're offered the download instead. - An open photo is part of a gallery with every photo of the ticket, in thread order. Move with the arrows, the ← → keys or a swipe on the phone, or jump from the thumbnail strip. The caption shows where you are and which message the photo comes from.
Edit or delete your message
Your own messages show Edit · Delete for a few minutes after sending: 5 minutes by default, or whatever your company set.
- To correct a message, click Edit, change the text and click Save, or Cancel to leave it as it was. The message is marked edited. Colleagues you mention while editing are notified; the ones already mentioned aren't notified twice.
- To withdraw a message, click Delete, then click Delete again in Delete this message?. The text is removed for everyone and the thread keeps a line saying who deleted it. Its attachments stay on the ticket.
Check who has read your message
Under the opening message and under every reply you see whether the other side has read it, the way a chat app shows it:
| Mark | What it means |
|---|---|
| ✓ Delivered, or Delivered to 3 recipients | The message reached its recipients: the notification went out, but nobody has opened the ticket since. |
| ✓ Seen by 1 of 2 recipients | Some of the recipients have opened the ticket. Hover over the mark to see who has and who hasn't. |
| ✓✓ Seen, or Seen by all 2 recipients | All the recipients have opened the ticket, with the time of the last read. |
- The recipients are the people who were notified: the assigned person, or the whole assigned team, plus anyone mentioned.
- Opening the ticket is what counts as reading it.
- The marks are visible to the author of the message and to their team. A Customer Service colleague sees whether Logistics has read a ticket opened by someone else, without having to ask. People outside the author's team don't see them.
Mention a colleague
Steps
- In a description or a reply, type
@. - Keep typing the name to narrow the list. Up to 8 people are shown.
- Choose the person with ↑ ↓ and press Enter or Tab, or click the name. Press Esc to close the list.
- Send the message. The person is notified.
Typing the tag by hand works too: @name, @Name Surname, the part of the email address before the @, or the full email address. Case and punctuation don't matter.
- When a name is ambiguous, for example two colleagues called Alex, nobody is notified. Write the full name.
- You can mention the people of your company who are in a Customer care team or already involved in one of its tickets, and the Nucleo support team.
- If a new colleague can't be found, ask for them to be added to a team. See Customer care configuration.
Manage the ticket's fields
Customer Service and admins manage the ticket's fields in the Handling card. Status, priority and assignment are saved as soon as you choose them; order reference and tags wait for you to save. Every change is written in the thread.
| Field | What you can do | When it's saved |
|---|---|---|
| Status | Move the ticket between Open, In progress and Waiting. See Ticket statuses. | At once. |
| Priority | Change the priority. The first-response target is recalculated from the time the ticket was opened. | At once. |
| Assigned team | Give the ticket to another team, or to Nobody. | At once. |
| Assigned person | Choose someone from the assigned team. If the team has nobody yet, you see Nobody in this team yet. | At once. |
| Order ref | Enter or correct the order number, up to 64 characters. | When you click Save in the Unsaved changes bar. |
| Tags | Check or uncheck tags. | When you click Save in the Unsaved changes bar. |
After changing Order ref or Tags, the Unsaved changes bar appears at the bottom of the page: click Save (or press Cmd+S, Ctrl+S on Windows) to keep the changes, or Discard to go back. If you try to leave the page first, the bar shakes and you stay.
Read the customer conversation
A ticket created from a customer request shows a Customer conversation card above the thread, with the helpdesk reference underneath, such as Gorgias #88805863. It starts closed: click Show to open it and Hide to close it. Customer Service reads the whole conversation there and can answer the customer without leaving the ticket; see Reply to the customer.
Other teams see The conversation with the customer is handled by the Customer Service team. inside the card instead: the customer relationship stays with Customer Service.