Support tickets and review moderation
Handle tickets and moderate customer reviews.
On this page
Review the support queue
Support → Support tickets shows subject, priority, status and creation time. Open a ticket for conversation and commerce context.
Use the customer-facing ticket number; Entity ID is a separate reference.
Resolve a customer issue
- Read the conversation and related operational records.
- Complete required actions in their owning workflow.
- Enter a reply and choose the available status.
- Submit once; verify the refreshed conversation.
- Inspect current state before repeating an uncertain reply.
Keep replies aligned with operational outcomes
A reply does not cancel an order, change an address or issue a refund. Confirm the saved operational result before reporting completion.
Investigate delivery through coverage, stock, calendars and capacity; compare price complaints with recorded order amounts.
Moderate product reviews
Open Marketing → Reviews → Review decision. Enter a customer-visible reason; approve to publish or reject to remove from public reviews.
After a concurrent change, refresh and review the latest version.
Prepare a useful escalation
- Include store, ticket and order/product references.
- Describe expected/observed behavior, time and request ID.
- Share only customer details needed for the investigation.