Use case · Address changes
Change the address before the parcel leaves.
When a customer has moved or typed the wrong street, time matters. Triage puts these tickets near the top, and the address changes from the ticket with a check of the order first.
SASofia Alvarez
I moved last week. Can order #1039 go to my new place?
Triage marked it high: it mentions a new address
ARAna RuizMacro: Address updated
Done, Sofia. #1039 will go to your new address, and you'll get a fresh confirmation email.
Sent from your support address
Illustration of the helpdesk with a made-up store. Every name, order and number is invented.
Questions this covers
- “I typed the wrong address”
- “Can you ship it to my office?”
- “I moved last week”
- “Can I add an apartment number?”
How it works
From the customer's email to the answer
Three steps, each one a part of the helpdesk that works today.
- 1
It rises to the top
Triage scores each open ticket from what the customer wrote and how long they have waited, so urgent ones are seen first.
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 - 2
Change it from the ticket
The change shipping address action reads the order again, shows the new address and runs only when you confirm.
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
Send the order email again
Resend the order confirmation from the ticket so the customer has the new details in writing.
MOMaya Okafor9:41Hi, order #1042 said 3 to 5 days and it has been a week. Tracking hasn't moved since Monday. Can you check where it is?
BCBen CarterInternal note9:44Carrier shows #1042 at the regional hub since Monday. I asked them to trace it.
ReplyNoteForwardHi Maya, thanks for waiting. Your order #1042 is at the carrier's regional hub and we have asked them to trace it.From help@demostore.exampleSendSend and close
The parts of the helpdesk doing the work
Order actions
Refund, cancel, replace or change the address from the ticket. Learn more
Customer sidebar
Orders, totals and delivery status beside the ticket. Learn more
Rules
Tag and route new tickets before anyone opens them. Learn more
Macros
Saved replies with the order number and tracking link filled in. Learn more