Create & Manage Tickets

This guide walks you through everything you need to know about working with support tickets, from creating your first ticket to attaching references that help the warehouse team resolve your request faster.

Creating a Ticket

Starting a new ticket takes just a few steps. When you need to reach the warehouse team, follow this process to make sure your request gets to the right people with the right context.

1. Click the New or Create Ticket button at the top of the tickets page.
2. Enter a subject line that summarizes your question or issue.
3. Write a description with any relevant details the warehouse team will need.
4. Submit the ticket to create it.

Once the ticket has been created, open it from the ticket list to continue the conversation. From there you can send follow-up messages, attach files, and add references to specific orders or shipments.

A helpful tip is to use specific subject lines that include context like an order number or shipment identifier. For example, a subject like "Missing item in shipment SHP-4821" is much easier for the warehouse team to triage than a generic "Question about my order." The more context you provide up front, the faster you will get a response.

Conversation and Attachments

Once a ticket is open, the conversation view lets you communicate back and forth with the warehouse team in a threaded format. Every message from both sides appears in the ticket so you always have a complete history of the discussion.

To send a message, type your reply in the text box at the bottom of the ticket frame and click send. If you need to share a file along with your message, use the attachment option to upload images, videos, or documents before sending. Images and videos will display inline previews directly in the conversation, so the warehouse team can see them without downloading anything. Other file types like PDFs or spreadsheets appear as links that can be opened or downloaded.

The message list automatically refreshes while the ticket is active, so you do not need to reload the page to see new replies. Once a ticket is marked as resolved, the active polling stops, but you can still read through the full conversation history at any time.

Ticket References

References are one of the most useful features of the ticketing system. They let you attach a direct link to a specific order or shipment so the warehouse team can jump straight to the relevant record without having to search for it.

To add a reference to a ticket, follow these steps:

1. Open the ticket where you want to add a reference.
2. Click the reference or add-reference control in the ticket frame.
3. Choose the type of reference you want to attach, such as an order or a shipment.
4. Select the target order or shipment from the list.
5. Confirm and send the reference.

Adding references cuts down on back-and-forth because the warehouse team does not need to ask you for order numbers or go looking for the record themselves. If your ticket is about a specific shipment discrepancy, for example, attaching that shipment as a reference means the team can pull up the details immediately and start investigating right away. This is especially valuable when you are dealing with time-sensitive issues where every hour counts.