How to Reply to a Ticket

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There are three ways to reply to customer inquiries.  

  1. Customer Reply  
  2. Internal Note  
  3. External Message  

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Customer Reply: The official way to reply to the customer’s inquiry 

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Internal Note: Providing that the customer’s inquiry hasn’t been resolved yet, the agent can make notes for future reference. (Each agent can only see the notes they made. )  

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External Message: This function is not meant for replying to the customer’s inquiry. By using external Message, agents can send emails to third parties for further assistance or approval. If the situation warranted, agents can send external messages to management for issues like customer complaints or Coupon approval.  
Agents need to input the External Message email receiver.  

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All these three reply methods include the functions outlined below:  

  1. When editing the content, the system will update and save changes every minute.  
  2. Add attachment upload capacity 

Users can find the attachment upload capacity under the variable sections. The number of files which you can store in the attachment is only limited by the maximum storage of 50 MB. The system will factor “saved themes,” "image upload from editor," and "attachment" into the attachment upload capacity. 

The system will notify the users with a pop-up warning when the total attachment upload is over 50 MB. 
The Add attachment upload capacity 

The total attachment upload Capacity is determined by the number of the marketplaces add-on under the BigCRM subscription. One marketplace offers the maximum storage of 50 MB. If users have two marketplaces subscribed under one BigCRM subscription, then the total attachment upload Capacity will be 100 MB. 
  

The maximum storage Capacity of attachment upload means the total storage of attachment upload to the BigCRM end, which is not calculated by the attachment storage capacity by each ticket.  

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Set Reminder:  
The ticket with a setup reminder will be assigned to the Reminder View. When the schedule reminder time is due, the ticket will be transferred to the Open View and the ticket status will be changed to Open. 
  

After clicking into one ticket, the Set Reminder can be found at the bottom right corner of the ticket, where the users can set the reminder alert to be on a certain date, Next week or Tomorrow.  

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Users can edit the content of the Customer Reply or use the pre-set template stored in the Favorite or Template Section marked in Red in the image attached below. 

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Multiple Quick Reply functions for Customer Reply  

The Ticket Manager provides 10 types of quick reply options and also provides functions to use the marketplace’s local language when users click on quick reply in a non-English speaking marketplace. Each ticket will randomly display 3 quick reply options out of the 10 pre-set quick replies. 

However, the system doesn’t let users determine which 3 quick replies to be shown on the ticket. 

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If users utilize the Customer Reply section to respond to customer’s inquiries, then, the remaining time of the Time Left section will be reset.  
 

If users utilize Internal Notes or external Messages to respond to the customer’s message, then the remaining time of the Time Left section will not be reset.  
 

Amazon Policy requires all the customers’ inquiries to be responded within 24 hours. Using internal Note or external note to reply to the customers won’t be considered as official reply. Because of this, the 24 hours countdown will continue.  

 
If the ticket status is closed, then, the functions of Customer Reply / Internal Note and External Message won’t be shown.  
 
To contact the buyer again, please click on Add Follow-up Ticket to create a new Ticket.  
The new ticket will synchronize the order information. The previous ticket workflow record will not be shown in the new ticket.  

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If the system issues Neutral or Negative Feedback notification, the Handle Feedback or Handle Review sign will be shown in the Workflow section and the Reply section.  

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Feedback:  

  1. Users can utilize Customer Replies to reply directly to customers.  
  2. Leave a Public response to the feedback on Amazon.  
  3. Request feedback to be removed if the order was FBA and feedback is product specific.  

The external links of point 2 and 3 have been included. Users can click on the links directly.  

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Review:  

  1. Users can leave a public response to the review on Amazon by clicking on “Click here.” 

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