The Ticket detail page consists of the following sections.
Customer Conversation
The Customer Conversation section displays the complete communication history associated with the ticket.
Messages can originate from:
- Customer
- You (seller)
- refurbed Customer Service Team
- System-generated messages
Messages can have two visibility levels:
- Public: visible to all parties involved in the ticket.
- Internal: visible only to members of your organization for internal communication purposes.
For initiating a conversation with refurbed customer service, please use Help Requests (see below).
Sending Messages
At the bottom of the conversation timeline, you can submit a new message.
When posting a message, you can also update the ticket status:
- Open: used when further communication from you is expected.
- Pending: used when you have responded and are waiting for customer feedback.
- Solved: used when the customer's issue has been fully resolved.