Understanding Customer Care

Understanding Customer Care

The Customer Care dashboard gives you a bird's-eye view of all customer feedback tickets, helping your team track, assign, and resolve issues efficiently.

Updated over 2 weeks agoMohammad Shebli Table of contents

How to Access:

1. Navigate to the left-hand menu in your Localyser account.

2. Click on Customer Care.

Navigate to the left-hand menu in your Localyser account.

Click on Customer Care.

Ticket Status Overview (Top Row)

• What it shows: A quick count of tickets categorized by their current status.

• Additional details: * Closed vs. Auto-closed: "Closed" tickets are those manually resolved by your team. "Auto-closed" tickets are automatically closed by the system after a set period of customer inactivity.

  • Clicking any of these stats acts as a quick filter for your ticket table below.

What it shows: A quick count of tickets categorized by their current status.

Additional details: * Closed vs. Auto-closed: "Closed" tickets are those manually resolved by your team. "Auto-closed" tickets are automatically closed by the system after a set period of customer inactivity.

• Clicking any of these stats acts as a quick filter for your ticket table below.

Clicking any of these stats acts as a quick filter for your ticket table below.

The Ticket Table

• What it shows: A detailed list of all your customer care tickets.

• Additional details:

  • Ticket ID & Description: The unique identifier and the original customer complaint or review text.

  • Reporter: The team member who flagged the issue or interacted with the customer.

  • Assignee: The team member responsible for resolving the ticket.

What it shows: A detailed list of all your customer care tickets.

Additional details:

• Ticket ID & Description: The unique identifier and the original customer complaint or review text.

Ticket ID & Description: The unique identifier and the original customer complaint or review text.

• Reporter: The team member who flagged the issue or interacted with the customer.

Reporter: The team member who flagged the issue or interacted with the customer.

• Assignee: The team member responsible for resolving the ticket.

Assignee: The team member responsible for resolving the ticket.

Creating Tickets Manually

• What it shows: The Create ticket button in the top right corner.

• Additional details: While many tickets are auto-generated from reviews, you can manually create a ticket here if a customer complains in-store or over the phone and it needs to be logged for the support team.

What it shows: The Create ticket button in the top right corner.

Additional details: While many tickets are auto-generated from reviews, you can manually create a ticket here if a customer complains in-store or over the phone and it needs to be logged for the support team.

Related Articles Understanding the Overview Report Configuring Customer Care Settings Managing Tickets from the Reviews Page Resolving Customer Care Tickets Table of contents