Table of contents
You can get a quick overview of the tickets in your company’s ticketing groups by clicking the “Tickets” tab. You can then click the following tabs to list the tickets differently:
- My requests: tickets issued by you - where you are the requester
- Followed: you can choose to follow and thereby receive notifications on any ticket in your company groups
- Unassigned: view tickets in your company’s ticketing groups that have not yet been assigned to anyone
- All Active: view all tickets that are not in Solved or Closed status
- All Solved: view all Solved or Closed tickets
- Search: you can search for tickets in your company ticketing groups here. See the detailed search syntax here (links to search syntax article/section/whatever)
When viewing the ticket lists, the different icons correspond to different statuses and priorities:
We encourage every Tradeshift user to create new support queries from within the Tradeshift platform. This allows the Tradeshift Support team to obtain more information about the ticket and thereby improve the quality of the support we can provide for you!
To create a new ticket, simply click the green “ new request” button when viewing the “Tickets” tab. You will then have to go through the following flow:
- 1. Requester: who is requesting the ticket? Is it you or are you creating a ticket on someone’s behalf? You can also choose here to follow the ticket if you’re requesting it on someone’s behalf - if you create it for yourself you will be notified as ticket Requester.
- 2. Type: choose your request type: Do you need Tradeshift to help you with something? Do you have comments or feedback for us? Are you interested in learning more about a specific feature?
- 3. Categorization: Which area of the Tradeshift product or platform does your request concern? Is it about Documents? Your Network? What action on said area does your request concern? For example, if you chose Documents as your area, your action could be Sending or Rejecting.
4. Properties: In this panel you can set the support properties for the ticket - which ticketing group does this ticket belong to?
Finally, select the ticket priority. You can read about when to use each priority here.
- a. 1L groups should be used by default for mundane queries - select the Supplier group if the query is on behalf of a supplier, or the Employee group if you or another one of your company’s employees is making the request.
- b. The 2L group is exclusively for integrated supplier cases. Select this group if the ticket you are creating is about launching a new integration on behalf of a supplier or regarding maintenance of an existing integration.
- c. The 3L group is for customer operations. These include: rollout assistance, integration extension/ failure investigation, forwarding, tagging, new accounts, validation setup, production / sandbox setup /testing, training, configuration creation/changes, etc.
- 5. Content: It’s now time to write your ticket! Follow the instructions on the form in terms of length and attachments. Try to be as detailed and descriptive as possible, so our Support agents can be as efficient as possible on resolving your case.
- 6. Review: On this last panel, you will be able to review all the information you’ve entered and make sure everything you’ve entered is correct. Once you’re sure everything looks good, you can click submit!
Each ticket that comes in from either suppliers or customer employees like you get picked up by the Tradeshift First Level Support team, and then get assigned to the appropriate person. It is possible that a ticket submitted by a supplier will be assigned to you by a Tradeshift Support agent, if they judge the matter should be resolved by a customer agent. For example, if a supplier is asking about the payment of one of their invoices, Tradeshift technical Support cannot answer their request and so a customer agent would need to be involved. You will be notified by email if a ticket is assigned to you, and it is your responsibility to answer the supplier’s query and mark the ticket as solved once you’ve resolved the matter.
- New: Tickets with this status have just been created by the Requester and have not been assigned yet. The Tradeshift Support advocates are in charge of assigning the tickets to the right agents and putting them in the right groups, if need be.
- Open: tickets in open status are waiting on an action from the Ticket Assignee
- Pending: tickets in pending status are waiting on an action from the Ticket Requester
- Solved: a ticket gets marked as Solved once the query has been resolved. A Solved ticket can be re-opened if anyone involved in the ticket posts a reply in it.
- Closed: after X amount of time, a Solved ticket becomes Closed and cannot be re-opened. An attempt to re-open it will instead create a new follow-up ticket.
The ticket property keywords and their values that you can use in your searches are described in the following table. Not all of the ticket data is searchable.
There isnt a property keyword for the ticket ID. Instead, you simply search for the ticket by its ID number in the following format:
The date, or date and time, the ticket was created. Enter date in yyy-mm-dd format.
Search within a date or time range. Enter times using ISO 8601 syntax. For example, to search for a ticket created between 10:30 a.m. and 12 p.m. (UTC) on August 1, 2014:
The date of the most recent ticket update.
The date the ticket was set to solved.
The due date of tickets.
The ticket submitter. This may be different than the requester if the ticket was submitted by an agent on behalf of the requester. You can specify "none", "me", user name (full name or partial), email address, user ID, or phone number.
Replying to tickets
There are two types of replies one can do on tickets:
- Public replies: public replies are visible by everyone. When the requester, or people in CC reply on a ticket, it is always a public reply.
- Private replies: private replies can only be made by customer agents or Tradeshift Support agents. In some contexts, it can be beneficial to discuss some details around a Support case privately between the customer and Support agent. Take care when a Tradeshift Support agent makes a private reply directed to you, they may be asking you to step in and reply publicly, or they may just need some information from you!
Agents & users
Adding a new agent is very simple. Simply go to the “Contacts & Agents” tab and click the green “Add contact” button! You will then have to fill in the following information:
- Name - the name of the new agent
- Direct email - the agent’s email so they can be reached by the Support team, if necessary - this address is also the agent’s Tradeshift account email address
- Business group email - does this agent belong to a certain group (AP, IT, etc) and if so, can the rest of the group be reached through a common email address? If so, enter that email address here. This is useful for the Support team so they can get in touch with another person within the appropriate group, should this agent be on leave for example.
- Phone - Support cases are sometimes best resolved over the phone. Let us know how we can contact you and your colleagues!
- Role - The agent’s role within your company. In order to be able to answer as wide an array of questions as possible, we recommend our customer agents to be spread out over the following company departments:
- Accounts Payable
- Project Management (involved in the Tradeshift project)
- Note - you can use this field to let Tradeshift Support know in which situations this particular agent should be contacted, or how to get in touch with their department if the agent is unavailable.
- City & Country - where is this agent located? It is helpful for Support to know they can contact someone in the appropriate timezone or that has knowledge about specific actions in a specific company branch
- Agent status - agent access means that the agent will be able to access the agent ticketing interface, just like you. If kept off, then they will not be able to access this view, but their contact information will be visible to Tradeshift Support agents. It is up to you who in your company requires agent status or not.
If you are adding one of your colleagues that is already set up on your Tradeshift account, it can take up to 2 hours before they are able to view the new ticketing agent interface.
If the person you are adding is not yet on Tradeshift, then they will be invited to join Tradeshift and will immediately be able to view the agent interface once they activate their account.
Please note that after you create a new agent, you can edit all of the above information except their name and email, which are taken from their Tradeshift account. If this information needs to be modified, the agent will have to do so from their
Tradeshift account’s settings.