To keep your workflow simple and organised, tickets (conversations with customers) will be displayed in one of the following views.
Open Tickets - This view will contain tickets that require your action. For example, new tickets or existing tickets where a buyer or MyDeal has responded.
Awaiting Buyer’s Response - This view will contain tickets that are waiting on a response from the buyer.
Awaiting MyDeal’s Response - This view will contain tickets that are waiting on a response from MyDeal when you have created a ticket to MyDeal through the Marketplace portal.
Recently solved tickets - This view will contain tickets that you have recently submitted as solved.
The ‘Open Tickets’ view is the main view from which you will work. We have arranged tickets in the ‘Open Tickets’ view by order of priority.
There are three levels of priority as described below.
Urgent - Tickets which have been escalated to MyDeal by either the customer or seller, or alternatively where the seller has asked MyDeal for assistance.
High - Tickets that are time sensitive such as cancellation requests and additional freight requests.
Normal - All remaining tickets