Customer issues
The Customer issues inbox: the status chips, search, the issue list, the conversation panel, replying, closing and reopening, and where else issues appear.
On this page
Customer issues collects the problems customers report on orders and the help requests they send from the customer portal. Anyone with orders access can read them; replying, closing and reopening need orders:write (Dispatcher, Operations Manager, Admin). For the routine see Answer customer issues.
At a glance
| Area | What it shows or does |
|---|---|
| Status chips | All, Waiting for us, Waiting for customer, Closed, each with its count. |
| Search | Search number, customer, order or text..., left of the status chips. × or Esc clears it. |
| The list | One row per issue, newest activity first, 20 per page with Newer and Older. |
| Conversation panel | Opens when you click an issue. |
Where issues come from
A customer contact uses Report a problem on an order or the Help form in the portal. The issue lands here and in your inbox, and also on the order (Customer issues card on the order page) and on the customer (Issues and requests on the General tab).
Customers pick a topic, shown as the issue's title: It's late, Something is damaged, Wrong address or contact, Invoices and payments, My account or the portal or Something else.
Statuses
| Status | Meaning | What happens next |
|---|---|---|
| Waiting for us | New, or the customer replied. The chip turns amber while any wait. | Reply or close it. |
| Waiting for customer | Your team replied. | The customer's next message moves it back to Waiting for us. |
| Closed | Done. | Reopen if needed. |
In the portal the customer sees these as Sent, Answered and Closed.
The list
Each row shows the topic, the customer, the order number (when the issue is about an order), the status badge, the issue number and when the last message was sent. Empty: "No customer issues" (or "No issues match" with a filter: clear the filters to see every issue).
The conversation panel
The title is the topic and issue number. Under it: the customer (opens the customer), the contact, the order (opens the order) and the status. The Conversation lists every message with the sender, "Your team" or "Customer", and the time.
With orders:write:
- Type in Reply to … (up to 2,000 characters; at least 2).
- Click Send reply. It is emailed to the contact with the "Reply to a reported problem" template and shown in their portal. The issue becomes Waiting for customer.
- Close marks it done; on a closed issue the button is Reopen.
The open issue is kept in the page address, so you can share a link to it.
Good to know
- Replies use the editable "Reply to a reported problem" message template.
- Fixing the order itself (retry, adjust price, add a charge) is done on the order page; closing the issue doesn't change the order.
Related articles
- How-toAnswer customer issuesRead and reply to the problems and help requests customers send from their portal, and close them when they are sorted.
- Page guideOrder detailEvery part of an order's page: header badges and buttons, every action in the ⋯ menu with who can use it and what it changes, the status banner, and the General, Packages, Price breakdown, Attachments and History tabs.
- Page guideCustomer detailEvery part of a customer's page: the header buttons and ⋯ menu, the record navigation, and the Overview, Contacts, Places, Pricing, Billing and Invoices pages. The settings pages have their own guide.
- How-toCustomer emails and textsEdit the email and SMS templates customers and receivers get, insert variables, preview and send a test, check the log, and set up the sender, quiet hours and opt-outs.
Still stuck?
Tell us what you were trying to do. A person reads every message.