Support Tickets and Notifications
Support tickets and notifications help dispatchers respond to customer issues and operational changes without leaving the dispatcher view.
Use notifications for alerts. Use support tickets for customer or storefront conversations that require follow-up.
Notifications
The notification panel opens from the bell icon.
It includes:
- All, unread, and read filters.
- Mark all as read.
- Notification title and message.
- Timestamp.
- Read/unread state.
- Action behavior when the notification links to a record.
Notifications can include delivery status updates, driver switches, assignment changes, and other operational alerts.
Use the unread filter during active dispatch periods. It is the fastest way to identify updates that still need attention.
Support Ticket List
The support page is used for customer portal and storefront tickets.
The ticket list includes:
- Source filters for Customer Portal and Storefront.
- Assignment tabs for Unassigned, Mine, and All.
- Search.
- Status filters for All, Open, and Closed.
- Ticket number.
- Subject/preview.
- Status.
- Last activity time.
Use Unassigned to find tickets nobody owns yet. Use Mine for tickets assigned to you. Use All when searching across the queue.
Ticket Detail
The ticket detail view includes:
- Ticket number and subject.
- Status.
- Priority.
- Assignment chip.
- Source chip.
- Related delivery link when the ticket is connected to a delivery.
- Message history.
- Message input when the ticket is open.
If the ticket is closed, the input is disabled and a closed-message notice appears.
Ticket Details Panel
The details panel shows:
| Section | Meaning |
|---|---|
| Ticket Info | Ticket number, subject, status, priority, created date, closed date, and delivery link. |
| Assignment | User responsible for the ticket. |
| Participants | Users and customers included in the ticket conversation. |
Use the delivery link to jump to the related delivery when a support issue is tied to an order.
Assigning Tickets
Open unassigned tickets can be assigned to the current dispatcher when the Assign to me action is available.
Use assignment when:
- You are responsible for responding.
- You need to keep the ticket in your queue.
- You want other users to know the ticket has an owner.
Adding Participants
Ticket conversations can include additional participants. Add participants when a customer, support user, driver, or internal user needs to see the ticket conversation.
Participants can see the conversation. Do not add users who should not have access to the ticket context.