22Your customers · 6 min read
Support tickets
In the appCustomers → Support
A customer writes to you from their page and you answer from your dashboard. The thread stays tied to the customer and, if they pick one, to the purchase.
How a customer opens a ticket
On their page at your shop (see The customer hub), they click Report a problem, pick the order under About an order (optional) if they want, write, and click Send. Report on a purchase opens the same form with that order chosen. If they ask you in-world, give them the path: touch your Plurion Terminal → Access my page → Report a problem, or sign in at app.plurion.io/me/login.
- Customer: Report a problem on their page at your shop
- You: a message in your local chat, a push on your phone if you turned it on, the ticket in
Support - You: reply, or fix it in one click
- Customer: one message in their local chat, “Aurora replied to your support ticket”
- Customer: reads your answer on their page
Both messages go out through one of your live DropBoxes.
Opening a case yourself
A customer asked you something in local chat or by IM? Click Open a case at the top of Support, then type their exact avatar name and a one-line reason (only your team sees it). Plurion opens their ticket, or reuses the one they have, adds your reason as an internal note, and takes you there. The customer sees it on their page right away, titled “Opened by” and your shop’s name. They get a message in their local chat only when you first write to them. It works for anyone who bought from you, received a gift from you or wrote to you before.
How you hear about it
In your local chat, a new ticket says “New support ticket from …”, and a new message on a thread you’ve read says “New reply from …”. If you turned on notifications on your phone, it buzzes too. When you reply, the customer gets one message in their local chat saying you answered. No other message follows until they’ve read it, since each one pauses your DropBox for about two seconds.
Your inbox
- Four counters on top: Waiting on you (with the oldest one’s age), Median first reply for tickets opened in the last 30 days, Resolved (7d), and Refunded (7d), the L$ your personal codes gave back. A CSR sees Codes used (7d) instead, a count without the L$.
- Then the tickets, newest activity first: customer, subject, a short reference like
#A3F2, status, and how long it has waited on you. The left edge turns amber after 4 hours and red after 24. - Filter with Active, Unread, Resolved or All, search by name, subject or reference, or switch on Assigned to me.
Inside a ticket
(1) The top bar: how long the ticket has waited on you, plus Personal code, Redeliver and Mark resolved. (2) Ticket about: the purchase the customer picked, if any. (3) The thread and the reply box. (4) The one-click fixes. (5) The customer: their Lifetime value (before discounts), orders, tickets and recent requests (flagged Frequent claimer when they add up). Below come their recent purchases, each with the price paid, Redeliver, and Mark refunded when its delivery failed, and their past conversations. A CSR sees this panel only while the customer has an open ticket, without the Lifetime value. The menu at the top right assigns the ticket to a teammate.
Replies, notes and saved replies
The reply box has two tabs. Reply goes to the customer. Internal note shows in amber in the same thread, for your team only. Use it for “third time for this buyer” or “already refunded in-world”. A note doesn’t change the ticket’s status or notify anyone.
Click Save a reply above the reply box (Manage replies once you have some). Give it a name and a message, and it becomes a button that inserts it in one click. Your whole team shares the same saved replies.
One-click fixes
Under the reply box, three buttons do it all at once: the action, a message to the customer, and resolving the ticket. Each one lists what will happen and asks you to confirm.
| Fix | What it does |
|---|---|
| Redeliver + resolve | Sends the purchase the ticket is about again from your DropBox (a failed delivery is retried), posts a short apology, resolves the ticket. |
| Send code + resolve | Creates a one-time personal code for that avatar only, valid 30 days. They pay full price at a vendor and get 5, 10, 15, 20, 25 or 50% back right after (you choose). It posts the code with instructions (right-click one of your vendors → Promo) and resolves. The code also shows in Promo codes. |
| Mark refunded + apologize | Marks the purchase refunded, posts an apology naming it, resolves. Only offered when that delivery failed. Plurion moves no L$, so you pay them back in-world yourself. |
Redeliver and refund act on the purchase the ticket is about. On a ticket without one, they’re grayed out and only the code fix works, so use Redeliver next to a purchase in the customer panel instead. Personal code in the top bar sends a code without resolving. If a step fails, the next ones don’t run, and the message says what was done.
What the status means
| Status | How a ticket gets there |
|---|---|
| Open | A new ticket, or the customer wrote again after you replied or resolved it. |
| Assigned | You assigned an open ticket to someone on your team. |
| Waiting on customer | You sent a reply (a note doesn’t count). The customer sees “Your turn”. |
| Resolved | You clicked Mark resolved or ran a one-click fix. It reopens if they write again. |
| Closed | The customer closed the conversation. There’s no reply box until you click Reopen. |
You set Resolved by hand, and Reopen brings a closed ticket back. The others follow what you and the customer do.
Who on your team can do what
The owner, admins, managers and CSRs read and answer tickets: replies, notes, assigning, personal codes and resolving. Redelivering, retrying a failed delivery and marking it refunded are for the owner and admins, and for a CSR while the customer’s ticket is open. Banning is owner and admin only, from the customer’s profile (the ban button in the customer panel opens it). See Banning a customer and Team, roles & permissions.