Customer Support

How to access

1. Fynd Platform
2. Sales Channel (select application)
3. Customer Support

Introduction

Every sales channel website has a Customer Support feature that allows you to manage and resolve your customers' queries. It has a ticketing system to create customized forms to fetch inputs from your customers.

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Creation of Customer Support Form

Do the following steps to create a customer support form:

1. Click Create/Edit Forms. If you have created a form, it will appear in the list of existing forms otherwise the list will be empty. Figure 1: Customer Support Page
   
2. Click Create Form. Figure 2: Custom Forms Page
   

The Create Form page will have two sections:

• Form Inputs
• Details

Figure 3: Create Form Page

3. In the Form Inputs pane, click Add Input to create the user interface of the form.
4. Select an input type from the list.

note

The Input Type fields will dynamically change depending on the selected input type.

Figure 4a: Creating A Custom Form

Item No.	Attribute	Description
1	Input Type	Choose the type of input you want to display. A total of eight input types are available: Single-line, Multi-line, Mobile No., Email ID, Numeric, Radio Button, Checkbox, and Drop-down. The mobile number input type includes all international country codes to accommodate customers from various countries around the world.
2	Display	Add a label
3	Placeholder	Enter a dummy example
4	Tooltip	Enter a help text that will help the user understand the input
5	Add Validation	Ensures that the data entered by users is in the correct format
6	Required toggle	Slide right if user input is mandatory
7	Delete icon	Delete the input
8	Copy icon	Duplicate the input
9	Add Input	Add more input in the form
10	Move icon	Change the order of the input

Figure 4b: Customer Suport Form from the Customer's Screen

5. In the Details section, enter the name and description of the form. The name and description will be shown to the customer as it is. Figure 5: Details Section on the Create Form Page
   
6. In the Priority dropdown list, choose a priority of the form. Set the priority depending on the business impact that the form will have.
7. Upload a header image to display on top of the form.
8. Write a success message which will be shown to the customer after the form has been successfully submitted. The success message will not be shown if polling is selected in the form (refer step-10).
9. In the Auto Assign to option, you can choose one or more staff to assign the task. In case of multiple staff, the tickets will be assigned in a round-robin fashion to the next available staff. The same is true if you don't choose any staff.
10. In the Advanced option, there are three checkboxes:
    • Customer Login required: Select it to enable customer login before filling this form
    • Notify on new response: Select this option to notify only those staff members chosen in the Auto Assign to option. Otherwise, it notifies all the staff on the Fynd Platform's mobile app.
    • Poll for Staff Assignment: Select it to search for available staff in real-time.
11. Click Create Form.
12. Click the URL to view the form once it is created. Figure 6: List Of Forms
    

Output

Video: Filling The Form

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Managing Tickets

Customer input is recorded as a ticket which will be visible on the Customer Support page.

• If Accept is clicked, the status of the ticket will change to In Progress.
• If Reject is clicked, the status of the ticket will change to Closed.

Figure 7: Customer Support Tickets

The assigned staff can change the following attributes in a ticket:

• Assigned To
• Status
• Priority

Figure 8: Edit Ticket Page