Tickets overview
How Lumen opens incidents and service requests for your team.
Routine questions are handled by Lumen and stay in Conversations. A ticket opens only when a shopper needs your team. Go to Apps → Lumen → Tickets.
Tickets are available on every plan.
Two kinds of ticket
Lumen follows the ITIL standard used by most help desks.
| Type | Number | Meaning | Opens when |
|---|---|---|---|
| Incident (IN) | IN00001 | Something went wrong | The shopper asks for a person, the shopper is frustrated, the carrier reports a delivery exception, the order shows delivered but wasn't received, or the item is wrong or damaged |
| Service request (SR) | SR00001 | The shopper asks the store for something | The shopper asks to change the shipping speed or address, or to cancel or edit the order. Also for Still need help? on the tracking page or form (when you turn it on), and Get help from the store after a thumbs-down |
Numbers count up separately for each store and each type.
Every ticket has a verified order
Lumen only opens a ticket for an order the shopper has verified with the checkout email. If the shopper isn't verified yet, Lumen asks for the order number and checkout email first. The ticket opens right after.
So every ticket tells you which order it's about, and that the person asking used the checkout email.
What the shopper sees
The shopper gets the ticket number, for example: "I've passed this to the store team as IN00012 for order #1042. They'll reply to the email on your order."
If human handoff is off, the shopper is given your support contact instead, and the ticket is still logged for you.
If the shopper asks again while a ticket is open, Lumen doesn't open a duplicate. It reminds them of the open ticket number.
When an SR becomes an incident
If a conversation already has an open service request and something goes wrong, Lumen:
- closes the SR with the status Escalated to IN00012, and
- opens a new incident linked to it.
The ticket details show Escalated from and Escalated to, so you can follow the chain.
What's in a ticket
Open a ticket to see:
- Summary of what the shopper needs, and the shopper's note if they wrote one (masked like the transcript).
- Recommended next action, such as "Review order #1042 in Shopify and follow up with the customer."
- Delivery evidence on "delivered but not received" incidents: carrier, tracking number, delivery time, the carrier's last update and a tracking link for each delivered package, plus Open order in Shopify, where FedEx and some other carriers add proof-of-delivery photos.
- Ticket details: number, type, reason, order number, priority, category, human handoff, channel, shipment state.
- Conversation: the transcript, with emails, card numbers and phone numbers masked.
- Customer sentiment and any thumbs-up or thumbs-down.
Click View conversation to open the full session in Conversations.
Following up
Lumen never changes orders and doesn't email shoppers. Your team follows up from your own inbox or help desk, then updates the ticket status. See Ticket statuses and priority.
On Pro and above, add an escalation email to get an alert for every new ticket. See Email alerts.