Industry · Home and garden
Support for home brands, from delivery to damage.
Big parcels bring delivery questions and, now and then, a broken item. Get the photo, the order and the fix into one ticket.
PRPriya Raman
The lamp arrived with a cracked base. Photo attached.
A rule tagged it damaged and assigned Returns
ARAna RuizMacro: Damaged item
I'm sorry, Priya. A new lamp ships today, and you can keep or recycle the broken one.
Sent from your support address
Illustration of the helpdesk with a made-up store. Every name, order and number is invented.
Questions this covers
- “It arrived damaged”
- “When will it be delivered?”
- “Can I change the delivery address?”
- “Is it back in stock?”
How it works
From the customer's email to the answer
Three steps, each one a part of the helpdesk that works today.
- 1
Damage reports come with photos
Attachments up to 25 MB arrive with the ticket, and a rule routes damage reports to the returns team.
Tag shipping questionsWhenA ticket is createdIfChannelisemailandMessagecontains any ofwhere istrackinghasn't arrivedThenAdd tag: shippingAssign team: OrdersSet priority: highRecent runs
- #41829:41Tagged, assigned to Orders
- #4176Tue 16:02Tagged, assigned to Orders
- #4169Tue 11:18Tagged, assigned to Orders
- 2
Replace or refund from the ticket
Send a replacement or refund the order, after the helpdesk shows exactly what will change.
PRPriya Raman
priya.r@example.com
Orders
#1038Oct 26$20.00Stoneware mug × 1 · Delivered
#1042Oct 29$64.00In transit
RefundReplacementCancelRefund #1038
Nothing has changed yet
- Stoneware mug × 1
- $20.00
- Refund to card
- $20.00
Refund $20.00ConfirmAn internal note records what ran, and who ran it.
- 3
Urgent tickets first
Triage puts customers who have waited longest, or who are VIPs, at the top.
Open tickets, by triage scoreBusiness hoursUrgent86Wrong item sent, need it by FridayVIP customerReply overdueWaiting 3h 10mHigh64Charged twice for order #1040Mentions charged twiceWaiting 1h 05mNormal38Swap a medium for a largeExchangeWaiting 20m
The parts of the helpdesk doing the work
Order actions
Refund, cancel, replace or change the address from the ticket. Learn more
Rules
Tag and route new tickets before anyone opens them. Learn more
Customer sidebar
Orders, totals and delivery status beside the ticket. Learn more
Views and teams
A queue for each team, with a count beside it. Learn more