Courier company · Customers
Customer tickets
Requests your customers write to you from the portal and the mobile app — permissions, list and filters, replying to the customer, internal notes, assigning to staff, statuses, the email notification preference, branch scope and the notifications customers receive.
Your customers can write to you from the Support / Contact us page of the customer portal or from the mobile app: an order issue, a payment / invoice question, a suggestion or anything else. These tickets are collected on the Customer tickets page of the panel; the conversation, attachments and internal notes stay in one place.
These tickets come to your company, not to Courino. To write to Courino support, use the Support tickets page.
Who can see it
The page is in the left menu and is available to staff allowed to manage customer tickets: the Company owner, Administrator and Operator roles. The Accounting role does not see this page (Users and permissions).
The number next to Customer tickets in the menu is the count of tickets waiting for your reply (not closed, last message from the customer). It refreshes every minute and immediately when a new message arrives.
List and filters
- The tabs at the top filter by status: Not closed (default), Awaiting our reply, Awaiting the customer's reply, Closed and All. The numbers on the tabs do not depend on the filters.
- The Unanswered, Assigned to me and Unassigned buttons narrow the list quickly.
- You can filter by Category, Assignee and the search box (subject, customer name or #number).
- To see all tickets of one customer, press Requests on the customer record.
- Tickets with an unread customer message are shown in bold with a New message label.
Branch scope
If you have several branches, the list, the badge and the email notifications only include customers of the branches in your scope. The branch selector in the top bar narrows the list to that branch, and the list shows a Branch column. Details: Branch scope.
Replying to the customer
- Open the ticket; the whole conversation is shown in date order. If the ticket is about an order, press the order number on the card on the right to open the order, or the customer name to open the customer record.
- On the Reply to customer tab, type your reply; attach up to 3 files if you like (images or PDF, at most 5 MB each; you can paste a screenshot or drag and drop).
- Choose the status after the reply: Awaiting the customer's reply (default), Close or Keep open.
- Press Send reply.
The customer is notified of your reply by email, and by an app notification if they use the mobile app. If you reply to a closed ticket, it is reopened according to the status you choose.
Internal notes
On the Internal note tab you can leave notes for your colleagues (e.g. "Talked to the courier, will call back tomorrow"). Internal notes are shown in yellow with a Not visible to the customer label; they are never shown or notified to the customer. Adding a note does not change the ticket's status.
Assigning
On the card on the right, assign the ticket to a colleague from the Assigned staff list or press Assign to me. The assignee (unless it is you) gets an email, and new customer messages on that ticket are always emailed to them. To remove the assignment, choose Unassigned.
Statuses
| Status | Meaning |
|---|---|
| Awaiting our reply | The customer wrote; the reply is up to you. |
| Awaiting the customer's reply | You replied; if the customer writes, the ticket waits for your reply again. |
| Closed | The ticket was solved or closed. The customer can reopen it. |
You can also change the status with the buttons on the card on the right: Close, Reopen and switching between the waiting statuses.
Email notification
The Email me about new customer tickets and replies switch at the top of the page applies only to you:
- When on, new unassigned tickets and customer replies on them are emailed to you (customers in your branch scope).
- When off (default), these emails are not sent; you follow tickets in the panel and through the menu badge.
- New messages on tickets assigned to you are always emailed, whatever this setting.
Having trouble?
- Customer tickets is not in the menu: Your role does not allow managing customer tickets (e.g. Accounting). Ask the company owner.
- I cannot find a ticket in the list: Switch the status tab to All, clear the filters and check the branch selector in the top bar.
- The customer says they did not see my reply: Check the customer's email address on the customer record; the reply is always visible in the customer's portal.