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Tickets

Tickets are created when vendors face any problem or have any questions anywhere in the system. Admins can also add tickets on any issues and assign other sub-admins to solve the issue.

Vendor Tickets​

  • Go To DevMall Vendor Dashboard > Tickets from the sidebar. To add a new ticket, click on Add Ticket.
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  • A form will appear to create the ticket.
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  • Enter a Subject. It works as the title of the ticket.
  • Explain your issue or questions in the Message text box.
  • Select the Department for the ticket. Marketing, Sales, and Technical department are available.
  • Select Priority: high, low, or medium based on the importance of your ticket.
  • If needed, upload images in the Featured Image field.
  • Click on Open to save the ticket. Admin will receive an email that a ticket is created.

Vendor Reply to Ticket​

  • When a ticket is created, Vendor can reply to the ticket. To view the details of the ticket, click on the ticket Subject from the ticket list.
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  • Vendor can reply to the ticket and add images to the ticket. Click on Reply, and the reply will be sent.
✏️ Note

Once a vendor has created or replied to the ticket, they will not be able to edit or delete it.

Admin Tickets​

  • Go to DevMall Dashboard > Tickets > Add Tickets or DevMall Dashboard > Tickets > All Tickets > Add Ticket.
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  • A form will appear to create the ticket.
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  • Enter a Subject. It works as the title of the ticket.
  • Explain your issue or questions in the Message text box.
  • Select Assignee from dropdown options. Assignee should be Admins or Sub-admins.
  • Select Status for the ticket.
  • Select the Department for the ticket. Marketing, Sales, and Technical department are available.
  • Select Priority: high, low, or medium based on the importance of your ticket.
  • Add the Vendor who is related to the ticket. Email and To field will automatically be completed when Vendor is added.
  • If needed, upload images in the Featured Image field.
  • Click on Created to save the ticket. Assignee and Vendor will receive an Email regarding the ticket creation.

Admin Reply to Tickets​

  • When a ticket is created, Admin can reply to the ticket. To view the details of the ticket, click on the ticket Subject from the ticket list.
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  • Status and Priority can be changed from this reply page.
  • Admin can reply in the reply box and That reply can be Saved for later use. To save the reply, enter a title in the Canned Message Title and if you want to save a link from the reply, enter a title to Canned Link Title.
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  • Click on Save Canned Message to save the message and Save Canned Link to save the link.
  • Add images if you need.
  • Click on Reply. The reply will be sent.

Editing Tickets​

  • To edit the ticket information, Click on View icon from the ticket list.
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  • Admin can edit Subject, Priority, Status, Assignee, Department, and Vendor. Update the changes by clicking on Update.
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  • Admin can also change the Status from the Ticket List.
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✏️ Note

Admin can edit their reply and messages, and they can also delete the ticket.