Customer Service Categories
Customer Service Ticket Categories
In the customer service tickets page you can see several different categories available such as Incorrect Address, Request for Change, Incorrect EDI Data etc.
There is however the ability to adjust these to be what your business specifically requires.
To add a New Category
1. If you want, 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 as shown below.
2. Click on New Category button, Create new customer service category popup will display as shown below.
3. Now, manually enter the Category Name and select the Issue Group with the help of drop-down button, then click on Create button as shown above, the Category will be added in the Category List as shown below.
4. Now, click on the newly added category, the detail of that category will be display 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 detail of the list will display on the right side of the screen as shown below.
2. Now 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 drop-down button select the applicable group.
c. Category Name (AKA):
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 external user.
3. Once you completed the step 2, click on 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, the category will be deleted from database as shown below.
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