Modern Retail has made creating a ticket on behalf of a mutual client that much easier for our partners.
When logged into your Partner Dashboard, you will see your master list of Clients.
To create a Support Ticket, in the main menu, click on Support > Create Ticket
If you have one client, the window will default to the ticket creator. If you have multiple clients, click the Client menu dropdown and select the desired client. For our example, we will choose Serenity Spaceships.
You'll now see a Requester dropdown as well as the list of your client's admin panel users, as well as your colleagues who also have access to this client, and any other parties who are also support users.
Choose one Requester -- this is a required field as you must have at least one client user copied on all support tickets. For our example, we'll assign Malcolm Reynolds as the requester.
You can also CC any other users who should receive a copy of the support ticket. For our example, we'll CC Kaylee Frye and Rory Pond.
Next, you can assign a Priority to the ticket. We've included some examples for each priority level.
- Low - general admin panel, non-integration functionality questions, adding/deleting a partner user, adding/deleting a new lead, giving Modern Retail a heads up on scheduled maintenance to your integrated system
- Normal (default) - client integration questions, enhancement questions, general product or order questions, admin panel error notifications
- High - client integration questions that require a quick response, usually related to troubleshooting the product integration to the website, gift card balances, or order importing to the POS
- Urgent - client integration issues that require an immediate response. If you're submitting an urgent request, the integration is completely offline with no updates flowing to or from the website. Other examples could include the gift card integration being unavailable, B2B customer accounts reflecting incorrect information in checkout, or clients being unable to access their admin panel.
Next, fill in the Subject Line, as well as the Comment section. Provide as many details as possible:
- SKU numbers
- Order numbers
- Encountered errors
- Expected results
- Troubleshooting you've already done
You can also upload screenshots, files, spreadsheets, and photos that are relevant to your questions.
After hitting Save, you'll be able to view all open and solved tickets from the main menu Support > Tickets. Clicking on the subject will take you to the full ticket discussion.
The ticket discussion thread will show all replies from the requester, anyone CC'd to the ticket, as well as the Modern Retail team.
You can reply to any message as well as add additional information by using the Comment box, and hitting Save.
If you have any questions about submitting a support ticket, please let us know.