Tickets
Ticket statuses and priority
Work through tickets, change their status, and understand priority.
Statuses
| Status | Meaning |
|---|---|
| Waiting for merchant | New. Your team needs to look at it |
| Waiting for customer | You've replied and are waiting for the shopper |
| Action pending | Something needs doing, such as a replacement or a carrier claim |
| Resolved | The issue is fixed |
| Closed | Finished. Closed tickets can't be reopened |
New tickets start as Waiting for merchant. Delivery exception incidents start as Action pending.
A service request that was escalated shows Escalated to IN00012 and is closed.
Change a status
- Open the ticket.
- Under Ticket details, choose a new status in Update status.
Every plan can change ticket statuses. When no ticket on a conversation is open anymore, the conversation's outcome changes to Handled by your team.
Priority
Lumen sets priority when it opens the ticket:
| Priority | When |
|---|---|
| Urgent | The shopper is angry or very upset |
| High | All incidents, frustrated shoppers, and Get help from the store after a thumbs-down |
| Normal | Other service requests |
The Tickets page
The top cards show Total, Waiting (needs your reply), Action pending and Completed (resolved or closed).
Filter the list by:
- Search: ticket number or order number
- Status
- Type: Incidents (IN) or Service requests (SR)
- Sentiment: positive, neutral, negative, angry
Sort by date with the arrow button.
Export tickets (Pro and above)
Click the export button next to the filters to download the filtered tickets as a CSV file.
Suggested routine
- Check Waiting every day. Start with Urgent and High.
- Follow up with the shopper from your inbox or help desk.
- Set Waiting for customer or Action pending while you wait.
- Set Resolved when it's fixed, then Closed.