The Customer Support homepage provides an overview of your ticket queues and daily workload.
Each view displays the corresponding ticket count and provides visibility into the tickets assigned to that queue. The following views are available:
My Assigned Tickets
All tickets currently assigned to you, regardless of their status.
Waiting for first reply
Tickets containing a customer's first message that have not yet received a reply from you. These tickets should be prioritized to ensure a fast first response and a positive customer experience.
Waiting for reply
Tickets where the first reply was already provided by you and the customer subsequently replied. This view does not include tickets with an Urgent or Panic health status.
Close to Overdue
Tickets that are approaching the SLA deadline and are at risk of becoming overdue. Responding promptly helps prevent SLA breaches and avoids negative impacts on your Seller Performance Score. Tickets in this view do not include tickets with an Urgent or Panic health status. Please pay attention to the SLA timers in the individual views.
Overdue
Tickets that have exceeded the agreed Service Level Agreement (SLA). These tickets should be answered immediately. refurbed actively monitors overdue tickets and reminders will be issued when tickets become overdue. Tickets in this view do not include tickets with an Urgent or Panic health status. Please pay attention to the SLA timers in the individual views.
Panic
Tickets where the customer has selected "Ask refurbed for help." This view displays all such tickets regardless of their current status. Providing a timely and satisfactory resolution helps prevent escalation and reduces the likelihood of tickets becoming urgent cases. Tickets in this view are not included in the Waiting for reply view. Please pay attention to the SLA timer.
Urgent
Tickets that are being co-handled by the refurbed Special Support Team and have recently received an update. These tickets require close attention and timely follow-up. Tickets in this view are not included in the Waiting for reply view. Please pay attention to the SLA timer.
Flagged
Tickets where a refurbed agent has identified a potential violation of support guidelines. Please review the instructions provided by the agent and resolve the case in accordance with the applicable guidelines to avoid further escalation.
Help Requested
Tickets for which you have received an update from the refurbed Customer Service Team.
1YRS – No Action Needed
Tickets related to the 1YRS warranty service that are currently being handled by our external partner. No action is required from you here.
1YRS – Input Needed
Tickets related to the 1YRS warranty service where either our external partner or the refurbed Customer Service Team requires additional information or action from you. Please provide the requested input as soon as possible to avoid delays in the warranty handling process.
No Action Needed
Tickets in one of the following statuses: Closed, Solved, Pending. These tickets currently do not require any action from you.
For each ticket, you can see:
- Ticket ID
- Order ID
- Order Item ID
- Ticket Topic
- Ticket Status
- Remaining time before SLA deadlines are reached
- Market
- Additional ticket-related fields