Besides the option for customers to create tickets through the customer portal, Retino also offers the possibility of manually creating tickets directly from the administration. This method is particularly useful when you need to create a ticket based on a phone call, a customer visit to a branch, or for orders that were not returned through the customer portal.
Manual Ticket Creation Use Cases: Manual ticket creation is useful for phone claims, in-person visits at the branch, handling claims outside the customer portal, or creating test tickets.
Accessing the Ticket Creation Form
To create a new ticket, go to the Tickets List section in the Retino administration and click the "Create Ticket" button in the top right corner of the screen. Alternatively, use this link.
Searching for Orders
At the top of the form, there is a search field labeled "Search order by code, email, customer...". This "blue box" allows you to quickly find an existing order from your e-shop through the connected integration.
Search works in an infix way - just enter a part of the order code, email, or customer name
After entering at least 3 characters, a list of matching orders will appear
After selecting an order from the list, the form fields will automatically populate with the data from that order
Tip: Searching for orders significantly speeds up the ticket creation process and minimizes the chance of errors when manually entering data.
What to do if you can't find the order: If you cannot find the order using the search "blue box", it might be due to a delay in data synchronization. Orders are synchronized every 6 hours, so it's best to wait a while.
If the problem persists, contact Retino technical support at [email protected] and provide the following information:
Customer name
Email
Order code
Order creation date
Selecting Ticket Type
In the main part of the form, you need to select the ticket type. Retino offers two basic ticket types by default - "Return" and "Warranty Claim", but you can configure more types in the system to suit your e-shop's needs.
Each ticket type has its own processing workflow and may contain different custom fields. You can manage ticket types and their settings in Settings > Ticket Types.
Important: The ticket type determines the workflow process that follows and the states available during its lifecycle. For more information, see the Ticket States and Processes article.
Basic Ticket Details
The ticket creation form includes a set of fields to comprehensively describe the customer's situation:
Contact details - customer name, email, and phone number
Order information - order number and creation date
Localization - ticket language, country, and currency
If you used the order search function at the beginning, most of this data will be automatically pre-filled. If necessary, you can manually adjust the data.
Products
If you selected an existing order, a list of products included in that order will appear at the bottom of the form. For each product, you can:
Check if the product should be included in the ticket
Specify the quantity of the product related to the ticket
Fill in other specific fields according to the ticket type (e.g., return reason)
For quick selection, you can use the "Include all products" or "Exclude all products" buttons at the bottom of the product list.
Custom Fields
Depending on the ticket type, custom fields may be displayed in the form to allow for additional information. Custom fields are configurable and may include, for example:
Reason for claim or return (drop-down list)
Detailed problem description (text field)
Pickup location (selection from branches)
You can manage custom fields in Settings > Portal when editing the form for individual ticket types.
Attachments and Documents
You can add attachments, such as photos of the claimed goods or other documents, to the ticket. Added documents will be available in the documents section on the ticket detail page. For more information on working with documents, see the Documents in Retino article.
Completing Ticket Creation
At the bottom of the form, you will find two options that determine the next steps:
Notify the user that the ticket was created? - If checked, the customer will receive an email with information about the ticket creation
Assign this ticket to me - If checked, you will automatically be assigned as the agent responsible for this ticket
To complete the process, click the "Create Ticket" button. The newly created ticket will appear in the ticket list and will be set to the default state according to the selected ticket type.
Next Steps: After creating the ticket, you can change its status according to the workflow, communicate with the customer, or set up automation. For more information, see the Ticket List article.