If you need to proactively contact a customer, you can create a ticket directly from the relevant Order page.
- Locate the relevant order in the Order page.
- Navigate to the associated Order Item.
- Click Create Ticket.
- Select the appropriate Ticket Topic.
- Enter your first message to the customer.
- Submit the ticket.
Your message will be delivered to the customer and the ticket will be opened automatically.
If you are not able to see the “Create Ticket” button, make sure to select “Customer support” in the order item column list.