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Support Panel

Support Panel helps you manage support requests raised by your buyers regarding their orders. Buyers can raise their queries from the buyer application, and it will be created as Tickets in Vikra Seller. You will be able to view, assign, update, and resolve tickets.

Scenario: John ordered a 500 ml shampoo bottle from a store. However, he received a 250 ml bottle by mistake. John raises a complaint from the buyer application. The seller receives an instant notification, and a new ticket is created in Vikra Seller. The store then looks into the issue and sends a reply to John from Vikra Seller and sends the replacement product as a resolution.

With the support panel, you can:

Get notified about ticket updates from buyers or logistic partners.
Assign tickets to specific agents and oversee them handling the tickets.
Know the exact number of tickets and their statuses.
Communicate with your buyers instantly.

Assigning Tickets

When a buyer raises a complaint from the buyer application, a new unassigned ticket gets created. All the users who have access to the support panel will receive an in-app notification. When the user clicks the notification:

The ticket, along with its ID and messages sent from the buyer, will be displayed.
Click Assign and the list of users and the number of tickets assigned to them will be displayed.
Hover over the user’s name and click Assign.

Accessing Tickets

The user who have access to the support panel can access the ticket. Here’s how:

Go to Support Panel from the left sidebar
Click Open Tickets on the top of the page
Click the ticket that is assigned to you.

The ticket will contain the following details:

Field	Description
Query	This is the complaint raised by the buyer from his buyer application.
Ticket#	A number which is unique to every ticket in your organization.
Status	The status of a ticket. This will be Open by default for a new ticket.
Created On	The date and time on which the ticket has been created.
Priority	The priority in which the ticket should be handled.
Source	This tells you who raised the ticket.
Delivery Type	1) Off Network orders for which the delivery partner is decided by the seller. 2) On Network orders which are delivered by logistics partners on the network.
Issue Item	The items for which the buyer has raised the complaint along with the order value and quantity.

Responding to Tickets

With all these information available to the agent, they can:

Click Acknowledge.
Type an acknowledgement message under Remarks
Click Submit.

(OR)

They can directly reply in the Enter your message here text box and click the send icon. Once the message is sent, the buyer will receive it on their buyer application.

Note: It is mandatory to send an acknowledgement within 2 hours of receiving a ticket. Failing to do so will change the ticket status from Open to Overdue.

Resolving a Ticket

After doing the necessary investigation, you can reply to the buyer and resolve the ticket. To do this,

Click Resolve on the ticket you want to close.
Enter the Action Type in the Resolve Ticket pop up that follows.

Action Type	Result
No Action	The ticket can be marked as resolved and needs no further action from your side.
Cancel	The order related to the ticket will be marked as cancelled.
Refund	The refund has been processed for the order related to the ticket.
Replace	A replacement has been initiated for the order related to the ticket.

After choosing the Action Type, enter the Resolution and Remarks regarding the ticket. Then click Submit.

Once done, the status of the ticket will be changed to Resolved.

Note: The status updated here will not affect the order. The order information has to be updated manually from the Orders section.

View Tickets

The Tickets Dashboard makes it easier for Admin users to keep track of tickets. It is split into two different views. They are:

Open Tickets Dashboard

This view displays only the tickets which are in Open status. There are multiple filters that can be applied to create customized views. They are:

Field	Description
Store	Choosing a store will display open tickets related to that store.
Assigned to	Choosing an agent will display open tickets assigned to the agent. Choosing Unassigned will display open tickets that are not assigned to anyone.
Category	Choosing Fulfilment as the category will display tickets that are related to shipment like delays, and where is my order, etc. Choosing Item as the category will display tickets that are the product related like product mismatch, product quantity mismatch, etc.
Overdue Tickets	The tickets which are not acknowledged within two hours after its creation time.
Unassigned Tickets	The tickets which are not assigned to any agent.
Unacknowledged Tickets	The tickets which are not acknowledged, but not overdue.
Network Logistics Partner Pending	The tickets, which needs an update from the delivery partner.
Network Logistics Partner Processing	The tickets, which already have an update from the delivery partner with an ETA. The ticket will be in processing status until it is resolved by the delivery partner.

Tickets Dashboard

This view displays all the tickets which the user has access to. This dashboard has additional filters to the ones which are seen above. They can be accessed by clicking the View By: filter. The different options are:

Field	Description
Open	The tickets which are in Open status.
Closed	The tickets that are closed by the customer from the buyer application. These tickets need no further action.
Processing	The tickets which are acknowledged and have a concrete ETA of a resolution.
Resolved	The tickets which are marked as Resolved by the agent. These tickets need no further action.
Network Logistics Partner Pending	The tickets which need an update from the delivery partner.
Network Logistics Partner Processing	The tickets which already have an update from the delivery partner with an ETA.
Network Logistics Partner Resolved	The tickets which are resolved by the delivery partner. These tickets need no further action.