Retino offers the ability to create and manage various ticket types to suit your e-shop's needs. By default, the system includes two basic ticket types: returns and warranty claims. However, you can add more specific types based on your requirements and business processes using ticket type settings.
Default Ticket Types
When initially setting up Retino, two basic ticket types are available:
Return - intended for cases where a customer returns goods without specifying a reason or if they are unsatisfied with the product, but the product is not defective
Warranty Claim - intended for cases where a customer claims a defective product
These basic types cannot be deleted as they are crucial for the system's fundamental functionality. However, you can modify or expand them with additional types.
Managing Ticket Types
To manage ticket types, navigate to the Settings section and select the Tickets option. Here, you'll see an overview of all existing ticket types in your system.
Editing Existing Types
For each ticket type, you can modify the following attributes:
Name - the name of the ticket type in various language versions
Color - a color designation for easier identification of the ticket type in lists and summaries
Click the "Edit" button next to the relevant ticket type to save your changes. Basic types (return and warranty claim) cannot be deleted, but their names and colors can be adjusted as needed.
Important Note. After changing the names of basic ticket types, ensure that all related tags, automations, and customer guides are also updated to avoid any ambiguity.
Creating a New Ticket Type
To create a new ticket type, click the "Create Ticket Type" button in the top right corner of the ticket settings page. This will open a form where you can enter the name of the new ticket type in the desired language versions. Click "Create" to add the new ticket type to your system.
Examples of Custom Ticket Types
Besides the basic types (return and warranty claim), you can create other specific ticket types, such as:
Product Exchange - for cases where a customer requests an exchange for a different product, size, or color
Warranty Service - for handling warranty repairs without requiring a full warranty claim
Post-Warranty Service - for managing paid repairs outside the warranty period
Unreceived Goods - for handling cases where a customer hasn't received their order
Damaged Shipment - for cases where goods were damaged during transit
Configuring Processes for Different Ticket Types
After creating new ticket types, it's essential to configure related processes and settings. For each ticket type, you can modify:
Form for the Customer Portal
In the Portal Settings section, you can adjust the appearance of the form customers fill out when creating a specific ticket type. You can add custom fields specific to that ticket type.
Processes
In the Processes section, you can define different status diagrams for individual ticket types. This allows you to customize the processing procedure according to the specifics of each type.
Automations
In the Automations section, you can create automation rules specific to individual ticket types. This enables you to automate tasks related exclusively to a particular ticket type.
Implementation in the Customer Portal
After creating and configuring new ticket types, they need to be made available to customers in the customer portal. In the Portal Settings section, you can specify which ticket types will be displayed to customers and in what order.
You can also adjust the descriptions and explanations for each ticket type to help customers understand when to select which type.