Support Tickets

For: customer support agents managing support requests in the admin dashboard
What you'll learn: how to open and filter support tickets, read customer conversations, reply to messages, change ticket status, link orders, and understand platform integrations.

Support tickets can be synced from external platforms (such as email or chat systems) into OmniCart. Platform connections and sync settings are configured by your administrator in Support Settings and Support Platforms — see Platform Integration for details.

Before you start#

You'll need an admin login for your store and the Support section visible in the left navigation. If you don't see it, ask your administrator to grant support access.

Throughout this guide, screenshots use a demo store — the names, customer information, and tickets shown are fake.

1. Open the Support queue#

Log in to the admin dashboard, then click Support in the left navigation. You'll see the support ticket list — all active and recent tickets for your store.

Each row shows:

• Ticket ID — the unique identifier for this support ticket
• Customer name — who submitted the request
• Subject — the issue title or brief description
• Status — current state (open, pending, or resolved)
• Date — when the ticket was created
• Platform — which channel the ticket came from (email, chat, etc.)

2. Filter tickets by status#

Click the status chips at the top of the list to show only tickets in a specific state. Use these filters to prioritize your work.

Tip: Start with Open tickets to address new requests first, then move to Pending as you work through the queue.

3. Search for a specific ticket#

Use the search box at the top to find tickets quickly:

• Search by customer name — type the customer's name or email
• Search by subject — type keywords from the ticket title or issue description
• Search by ticket ID — enter the ticket number directly

4. Open a ticket and read the conversation#

Click any ticket row to open the detail page. You'll see the full conversation history between the customer and your support team.

At the top you'll see:

• Ticket ID and subject — the identifier and issue title
• Customer name and email — contact information
• Status — current ticket state (open, pending, resolved)

Below that is the Message thread — a chronological list of all messages in this conversation:

• Customer messages — show in one style, with the customer's name and timestamp
• Agent replies — show in a different style, with your name and when you replied
• System messages — appear in gray and show automated actions (e.g., "Ticket status changed to Pending")

On the right side is a Details panel showing:

• Customer information — linked customer record, email, phone
• Order links — any orders associated with this ticket (click to view)
• Conversation topics — tags or categories assigned to this ticket
• Platform details — which channel the ticket came from

5. Reply to a customer#

At the bottom of the ticket page, you'll see the reply composer. Type your response in the text box and click Send Reply.

When you reply:

• Your message is sent to the customer immediately (if the platform supports real-time delivery)
• The ticket status automatically changes to Pending (waiting for customer response)
• Your name and timestamp are recorded with the message
• The customer receives a notification of your reply (via the original platform — email, chat, etc.)

Tip: Keep replies clear and actionable. Include order numbers, tracking links, or next steps when relevant.

6. Change ticket status#

To update a ticket's status, click the Status dropdown in the detail panel (or at the top of the page) and select:

• Open — ticket needs immediate attention; customer hasn't responded or issue is new
• Pending — you're waiting for the customer to provide more information or respond
• Resolved — issue has been addressed and the conversation is closed

When you resolve a ticket, a final message can be added to confirm closure with the customer. Once resolved, agents cannot add new replies unless the customer re-opens the conversation.

7. Link and look up a customer's order#

If a customer asks about an order, you can find it from the support ticket.

In the Order Links section of the detail panel, click Link Order to search for and attach the customer's order to the ticket. This links the ticket to the order for easy reference.

Once linked, you can:

• Click the order link to open the full order record in a side panel — see items, payment status, fulfillment status, and shipping address
• View order details without leaving the support ticket — understand what the customer ordered, whether it shipped, and track any refunds
• Reference order information in your reply — use the order details to answer customer questions accurately

For detailed instructions on order processing (refunds, cancellations, shipment tracking), see the Order Processing guide.

8. Understand platform integration#

Support tickets can come from multiple channels — email, chat systems, or other platforms. Your administrator manages which platforms are connected and how tickets are synced into OmniCart.

Support Settings (/app/support/settings) — where an admin configures:

• General ticket preferences (e.g., auto-response templates, default assignment)
• Notification settings for your team

Support Platforms (/app/support/platforms) — where an admin:

• Connects email, chat, or other external support tools
• Enables ticket sync from those platforms into OmniCart
• Maps external ticket IDs to OmniCart tickets
• Manages API credentials for integrations

If a ticket appears in OmniCart but replies aren't reaching the customer, or if you need to connect a new platform, contact your administrator.

Quick reference#