Managing Support Tickets via FLECS Vendor Dashboard

As a vendor on the FLECS Marketplace, you can easily manage your customer support requests through the Vendor Dashboard. This guide provides step-by-step instructions on enabling support features, accessing tickets, and responding to your customers effectively.

For information on how users can create a support request, please visit: How to Submit a Support Request for Marketplace Products

Step 1: Enable Store Support Feature

To allow customers to send product-related queries, you first need to enable the support feature for your store.

1. Navigate to the Vendor Dashboard:

   • Go to Vendor Dashboard → Settings → Store.

2. Enable the Support Button:

   • Scroll to the bottom of the Store Settings page. You will find two fields:

     • Enable Support: Check this box to activate the store support feature.

     • Support Button Text: Customize the text that will be displayed on the support button.

3. Save Settings:

   • Click on the Update Settings button to apply your changes.

Step 2: Accessing the Support Menu

Once the Store Support is enabled, you will see a Support menu in your Vendor Dashboard.

• Accessing Support: Go to Vendor Dashboard → Support. This will open the support section where you can manage all customer support requests.

Step 3: Viewing and Managing Tickets

In the Support section, you can view all your support tickets. Here's how to navigate and manage them:

• All Tickets: View every ticket, including both open and closed tickets.

• Filter by Status:

  • Open Tickets: View tickets that are still active and require action.

  • Closed Tickets: View tickets that have been resolved or closed.

• Ticket Information: You can see details like the Status, Title of each ticket, Customer's Name, Date Created, and the Topic/Order Number.

• Actions Column:

  • Close or Re-open Tickets: Use the Actions column to close or re-open tickets as needed. This can be done from any of the three tabs – All Tickets, Open Tickets, or Closed Tickets.

Step 4: Responding to Tickets

To respond to a customer's support request:

1. Open the Ticket:

   • Click on the Topic or Title of the ticket. This will open the detailed view.

2. Write Your Reply:

   • Use the provided text box to write your response to the customer.

3. Update Ticket Status:

   • You can also change the status of the ticket using the drop-down menu if required (e.g., mark it as "Resolved" after replying).

Step 5: Managing Conversations

• Adding Replies:

  • You can add as many replies as needed to keep the conversation going.

  • Customers can also respond to your replies, ensuring clear and continuous communication.

• View the Entire Conversation:

  • After adding a reply, you can view the complete conversation history.

  • You can add additional responses or choose to close the ticket if the issue is resolved.

Summary

Managing support tickets in the FLECS Marketplace is straightforward. By enabling the support feature in your store settings and using the Vendor Dashboard, you can effectively address all customer inquiries. From viewing all tickets to closing or reopening them and maintaining seamless communication, the Vendor Dashboard provides all the necessary tools to ensure smooth and responsive support for your customers.