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).
Customer view vs. Seller Interface view
The customer’s view differs from what you see in the Seller Interface.
In the Seller Interface, you can see the full name of the agent who replied to the ticket. However, the customer does not see the agent’s name. Instead, they see your company name as the sender.
In the example below, the company name displayed to the customer is Usrepeat.
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.