The Backoffice Customer Support Cockpit in SAP Commerce Cloud provides a user-friendly interface for managing customer support operations. A key aspect of customer support is the ability to handle support tickets, which are crucial for tracking and resolving customer issues.
The Tickets view in the Backoffice Customer Support Cockpit lists support tickets, allowing support staff like Sarah to quickly identify and address urgent issues.
The ticket list shows essential information for each ticket, including the ticket ID, customer, creation date, last modification date, website, status, and priority. Sarah can click the column headers with a bidirectional arrow symbol to sort the shown tickets by the corresponding attribute (1).
Sarah can search for specific tickets using the Search Box or refine their search using the Advanced Search functionality (2). By default, the ticket list is sorted by the "Modified" attribute, ensuring that the most recently updated tickets are shown first.
Ticket information can also be exported for use in other systems or for reporting. A dedicated Export to CSV button is available to users with the required rights (3) (CustomerSupportManager and Administrator in an out-of-the-box SAP Commerce Cloud environment).
Ticket Details
As soon as Sarah opens a ticket, the Ticket Details window is opened, and a Support Session is started. The session duration is tracked in a widget in the bottom-left corner of the screen. This action also sets session context parameters, specifically:
- The Customer attribute is set to the customer who created the ticket.
- The Ticket attribute is set to the opened ticket.
- If the ticket is associated with an order or cart, the Order attribute is populated with the corresponding ID.
From here, Sarah can initiate a call, end the session, or start the Assisted Service Mode.
In the Ticket Details window, Sarah can see the most important information about the ticket in the Details section. It shows with whom and where the ticket originated, and what it's about. She can also view and edit information on the ticket status, ticket category, associated order, and priority.
And of course, this is also where she can see to whom this ticket is assigned.
The Correspondence section is where Sarah can read messages from and send messages to a customer. It's minimized in the following screenshot, but we’ll come back to this section later.
At the bottom of the Ticket Details page, a list of the five latest tickets created by the customer is shown. This list of tickets allows Sarah to gain valuable insight into the customer's history of support requests. From this page, she can also create a new ticket on the customer's behalf.
There’s a second tab in the Ticket Details window that shows the ticket's history. Here, Sarah can see a track of important events, such as the customer being contacted, the ticket priority changing, or the ticket status being edited.
Working with Tickets
Creating a new ticket is an important function within the Backoffice Customer Support Cockpit. Support staff like Sarah can create tickets for customers at the bottom of the Ticket Details window of an existing ticket. Or they can use the Create button in the Ticket view of the Customer Support Cockpit.
A new ticket requires:
- A subject, how the customer contacted customer support, ticket category, and ticket priority.
- A ticket message, an associated Web site, and a customer. Adding an associated order is optional.
- The assigned agent and the agent group are automatically filled in.
When Sarah opens an existing ticket, she can edit the ticket status by changing the:
- Priority: By default, she can choose between high, medium, and low.
- Associated To: Associates a cart or order associated with the ticket.
- Category: Helps categorize issues into categories such as "Problem" or "Inquiry".
- Status: Indicates the status that a ticket is in.
By default, tickets can have one of three statuses, each of which determines what the status can be changed to.
| Status | Status can be changed to |
|---|---|
| New | In Progress – This will happen as soon as the ticket is opened. |
| In Progress | Closed |
| Closed | In Progress – Tickets can be reopened by customer support staff or customers. |
The Ticket Status Change wizard is shown whenever Sarah closes or reopens a ticket. This wizard will require her to add a contact type (the channel used for correspondence), the recipient (customer or internal staff), and the message. When closing a ticket, she, as Customer Support Manager, also needs to specify if a ticket is really being closed or simply be marked as a redundant copy of another existing ticket.
Sending Messages
Under Correspondence in the Ticket Details window, support staff like Sarah can respond to customer messages or send messages to other staff members, and attach files to messages. The entire message history, including status changes and assignments, is displayed with timestamps.
SAP Commerce Cloud can send messages to a customer’s account on the storefront by default, but other channels, such as e-mail or messengers, can also be implemented.
The "Add Attachment" button allows agents to attach files (up to 10 MB) to the message.
Sarah can also use the "Internal / Private" option to exchange information with other support agents without notifying the customer. Messages marked as "Internal / Private" aren't visible to the customer on the storefront. To avoid mistakes, internal messages are highlighted in bright orange, as shown in the screenshot.
Summary
- Tickets in SAP Commerce Cloud Backoffice Customer Support Cockpit provide a structured way to manage customer support requests.
- The Tickets navigation node in the Customer Support Cockpit displays a list of tickets with key information, and the Ticket Details window provides comprehensive information and actions for each ticket.
- Support staff can create new tickets, reply to customers, add attachments, and manage ticket status changes.