📞Support Guide

Manage your brand's customer service with built-in support tools

29 Next features a suite of integrated customer support tools to streamline and automate common service scenarios, and provide comprehensive analytics related to support interactions.

Configure your store's Support Settings to leverage support features

Ticket Center

29 Next features a fully-integrated Support Ticket system to streamline your customer service operations and keep your customer communications organized.

Navigate to Support > Tickets to see a list of all tickets. Narrow down the list of tickets by searching by ticket ID, subject, or the requester's email. Click Advanced to filter the tickets list by additional metrics.

To edit multiple tickets at once, select one or more tickets from the Tickets List view, choose Update, and apply updates in bulk to all of the selected tickets.

View all the tickets currently assigned to you under the Support > Tickets > Inbox tab. Using the tickets menu, you can also view all tickets in various statuses: Unassigned, Unsolved, Solved.

Creating Support Tickets

Customers of your store can create support tickets in two ways:

  1. Via their storefront Customer Account, they can submit a Support request, which will create a support ticket linked to the customer.

  2. Via your store's inbound Support Email address, they can email a request. Inbound emails from a customer's email on record will automatically create a support ticket linked to that customer.

To create a new ticket from the Dashboard, go to Support > Tickets and choose New Ticket. To associate the Ticket to an existing customer, choose the customer's email address in the Requester field (required).

Alternatively, from the Order Details View, you can select from Actions menu and choose to Create Ticket. The Customer and Order details will automatically populate into the new ticket.

Managing Tickets

Choose any ticket from the Tickets list, or from the Inbox, to open the Ticket view.

You may optionally select to apply a Macro to automate your ticket response based on pre-set macro templates

From the Ticket view you can perform the following actions:

  • View Customer Info - this links to the customer associated to the support inquiry. This is also called the Requester.

  • Assign the ticket to a user Group, an Assignee, and associate the ticket to a specific Order.

  • Associate Product(s) to the Ticket

  • Select a Ticket Type to associate the ticket to your predefined list of dispositions.

  • Assign a Priority to the ticket.

  • Responding to the ticket with a Public Reply will automatically email to the customer your response. Create an Internal Note to comment on the ticket and keep the response visible only to internal staff and not the customer. You may attach files to ticket updates.

  • Submit your updates to the ticket and update the status:

    • Open

    • Pending

    • Solved

Support Ticket Macros

To set up Macros for use in automating your most common Ticket responses and tasks, navigate to the Settings > Support > Macros tab.

Select Add Macro to create a new support macro. Under Macro Settings assign a Name to the macro, which will appear in the Ticket view's Macro drop-down list. Defining a Display Order controls the order in which Macros are displayed in the drop-down list.

You can optionally restrict the Availability of Macros to a defined User Group, to allow for multi-tiered customer support strategies.

Add Actions to a Macro

Choose from the following automated actions

  • Comment Mode - preselect a ticket's comment mode, either Public or Internal, to be automatically selected upon the use of the macro.

  • Comment - add custom text to prefill in the ticket response upon the use of the macro. This content allows for the use of replacement variables (listed below) to be used to personalize the automated ticket response to the specific customer.

  • Priority - set a ticket's priority upon applying the macro.

  • Status - update the ticket's status automatically upon applying the macro.

  • Type - set or update the Ticket Type of the ticket when applying the macro.

  • Set / Add / Remove Tags - add, update, or remove Tags upon a ticket. Tags are custom metadata text that you can create and use to track dispositions, user actions, or other custom business scenarios. Tags applied to Support Tickets are aggregated for reporting in the Support Tickets by Tag report.

VariableDetail

{{ current_user.first_name }}

First name of current user

{{ current_user.full_name }}

Full name of current user

{{ requester.first_name }}

First name of ticket requester

{{ requester.full_name }}

Full name of ticket requester

{{ assignee.first_name }}

First name of ticket assignee

{{ assignee.full_name }}

Full name of ticket assignee

{{ order.number }}

Order number

{{ order.status_page }}

Order status page link

{{ order.tracking_link }}

Order shipment tracking link

{{ order.tracking_code }}

Order shipment tracking code

{{ order.carrier }}

Order shipment carrier

Note that Requester is equivalent to the Customer who is making the support inquiry. Most often, customer service macros will make use of the Requester replacement variables to personalize responses to customers.

Support APIs

The Support Ticket system can optionally be driven by external applications or custom integrations. See Support Ticket APIs for more information.

Support Reports

Once you're up and running with your store's Support features, you can explore reporting relating to all support interactions, user actions, and support types, via support reports:

pageSupport Ticket Reports

Last updated