Service Requests
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OMS > Service Requests
Contents
Service Requests is a centralized location for admins to respond, manage, or create new service requests. The Service Request section displays service requests for all of your Znode stores.
Customers can send two types of messages:
- Contact Forms - Sent via "Contact Us" form.
- User Feedback - If a customer provides feedback, the feedback appears as "User Feedback"
Service Request Details
| Detail | Description |
|---|---|
| Email ID | Customer e-mail address. All correspondence will be sent to customer via this email |
| First Name | Customer First Name |
| Last Name | Customer Last Name |
| Company Name | Company name, if applicable |
| Phone Number | Customer phone number |
| Created Date | Date ticket is created in read-only mode. |
| Origin | If customer is logged-in, profile information will be passed as "Origin" |
| Store Name | Select the originating store name to track ticket |
| Status | Closed, Duplicate, Deferred, Pending; Assign ticket a status |
| Priority | Emergency, High, Medium, Low; Assign ticket a priority |
| Title | Specify title for ticket |
| Description | Rich text field to reply to customer via email. |
Add Service Request
OMS > Service Requests > "Add New" button
- Add Service Request Details
- Save progress using the "Save" button
Edit Service Request
OMS > Service Requests > Edit Action
Note: Admins can update existing tickets with new information, including status and priority, using the "edit" action.
- Edit Service Request details
- Save progress using the "Save" button
Manage Service Request (Other Tabs)
OMS > Service Requests > "Manage" action
The "Manage" action lets Admins respond to customer queries.
When managing a request, Admins can navigate between three tabs:
Manage Notes
OMS > Service Requests > "Manage" action > Notes tab
Admins can use the "Add New" button to include notes on the ticket
Add Notes
OMS > Service Requests > "Manage" action > Notes tab > "Add New" button
- Add Note details
- Save progress using the "Save" button
Edit Notes
OMS > Service Requests > "Manage" action > Notes tab > "Edit" Action
- Edit Note details
- Save progress using the "Save" button
Delete Notes
OMS > Service Requests > "Manage" action > Notes tab > "Delete" Action
Manage Reply to Customer
OMS > Service Requests > "Manage" action > Reply to Customer tab
In this tab, Admins can respond to Service Requests via emails.
- Add Reply to Customer details and/or Attachment
- Save progress using the "Save" button
- Page will reload with confirmation email has been sent
Manage History
OMS > Service Requests > "Manage" action > History tab
In this tab, Admins can manage Email history with the customer.