Managing Service Requests

TABLE OF CONTENTS

Navigate to: OMS > Service Requests

The Service Requests section is a centralized location for administrators to respond, manage, or create new service requests. The Service Request section displays service requests for all of the administrator’s Znode stores.

Customers may send two types of messages:

  • Contact Forms - Sent via a "Contact Us" form.

  • User Feedback - If a customer provides feedback from the checkout thank you page, the feedback appears as "User Feedback"

Add Service Request

Navigate to: OMS > Service Requests > "Add New" button

Steps to add a Service Request:

  1. On the Service Requests, the list page clicks the “Add New” button.

  2. Add Service Request details.

  3. Save progress using the “Save” button.

Edit Service Request

Navigate to: OMS > Service Requests > “Edit” Action

Steps to edit a Service Request:

  1. On the Service Requests, the list page clicks the “Edit” action.

  2. Edit Service Request details.

  3. Save progress using the "Save" button. 

Note: Administrators can update existing tickets with new information, including status and priority, using the "edit" action.

Manage Service Request

Navigate to: OMS > Service Requests > "Manage" action

The "Manage" action lets administrators respond to customer queries.

When managing a request, administrators can navigate between three tabs.

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