If your rate plan is configured to allow it, your customers can create support tickets within the system. You'll be notified by email when they do, and you and they can communicate through the ticket to resolve whatever problem they may have.
To enable support tickets
If you are the system owner
- Log in to the Enswitch web interface.
- Go to your own rate plan.
- In the rate plan features, enable "Create support tickets".
- Save the rate plan features.
If you are not the system owner, ask the system owner to do this for your rate plan.
To use support tickets
Once support tickets are enabled, your customers will see a new Help » Support menu. In this menu, they can create support tickets, update tickets they've previously opened, and close tickets once they're satisfied that their problem is resolved. You'll be notified by email when they do.
You'll see a new Commerce » Support menu, in which you can reply to your customers' tickets, and close tickets that are resolved. The customer who created the ticket will be notified by email when you do.