Customer Service Categories
OVERVIEW
The Customer Service Tickets page is designed to provide flexible ticket categorisation, offering a set of default categories—such as Incorrect Address, Request for Change, and Incorrect EDI Data—while allowing businesses to customise these categories to suit their specific operational needs.
STEP-BY-STEP INSTRUCTIONS
1. You can add a new category in the Customer Service category. To do so, go to Configuration > Lists and Zones > Customer Service Ticket Category. The Customer Service category page will open.
2. Click on the New Category button. Create new customer service category pop-up that will display.
3. Manually enter the Category Name and select the Issue Group with the help of the drop-down button, then click on the Create button as shown above. The Category will be added to the Category List.
4. Click on the newly added category, and the details of that category will be displayed on the right side of the screen, and then update the field as applicable.
To Update/Edit the Customer Service Category
1. To update/edit the existing customer service category, click on the existing/newly added customer service category; the details of the list will display on the right side of the screen.
2. Enter the details as follows:
a. Force Group Assignment - Here, you can force the group of logins this category assigns to.
b. Issue Group: If you want to change the issue group, with the help of the drop-down button, select the applicable group.
c. Category Name (AKA): Alternative name if required.
b. Default Add to Freight Report: Add this category to the Freight Report by clicking on the toggle button in Yes position.
e. Internal Use Only: Only used for internal logins. If needed, you can click on the toggle button in Yes position to enable this category for an external user.
3. Once you have completed step 2, click on the Update button to save the changes.
To Delete the Customer Service Category
1. If you want to delete the rule, simply click on the delete icon, a confirm dialog will pop-up, click on Yes button, and the category will be deleted from the database.
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