For existing buyers who have purchased one or more items from a vendor, easy vend offers a “Get Support” button on a vendor’s store for buyers to generate support tickets for the products/services they purchase. Buyers will see a screen similar to this:

When a buyer creates a support ticket from the vendor’s store page, the vendor gets notified via email that there is a buyer waiting for support. Similarly, the buyer gets notified via email when the seller has replied to his/her support topic.

To allow buyers/customers to send product-related queries and issues, the vendor needs to enable the support button display on his/her store page.

1. To do this, navigate to Vendor Dashboard → Settings → Store.

At the very bottom of the page, you will get two new fields:

• Enable Support: You need to check the box for using store support feature.
• Support Button Text: You can modify the store support button text from here.

2. After configuring, click on the “Update Settings” button, a Support menu will appear in the vendor’s dashboard.

To view this, go to Vendor Dashboard → Support.

3. After clicking on the Support menu, vendors will get to:

• View all their tickets under All Tickets.
• Filter them by Open Tickets and Closed Tickets.
• View Status and Title of each ticket, Customer’s name, Date when the ticket was created and also the Topic/order number.
• Close or Re-open a ticket directly from the Actions column with or without responding to the ticket. This action can be done from all 3 tabs – All Tickets, Open Tickets, and Close Tickets.

4. To respond to a buyer’s ticket, just click on  the Topic or Title. This will open up a new page.

From here you [the vendor] can write your reply to your client in the given box.

You can also change the status of the ticket using the drop-down.

5. Vendors can add as many replies as they want. And customers can also reply to vendor’s responses.

After adding a reply, vendors can view the entire conversation, add more replies, or choose to close the ticket if they want.

Store Support From Product Page

Buyers can get store support from the Product Page also. First you need to decide where you want to show the Store Support button. To do that, go to Dokan –> Settings –> Store Support. There in the Display on Single Product Page option, you need to select if you want to show the button,

• Above product tab
• Inside vendor info product tab
• Or don’t show at all.

Now, if you go to the product page you will see a screen similar to this:

Store Support on Order Details Page

You can now easily get store support from your order details page. To display the Store Support button on the order details page, navigate to Dokan –> Settings –> Store Support. There enable the Display on Order Details option.

Go to your Account page ( my account ) and select any order. Now, select View option. There you will find the Store Support button.

If you click the button, you will see that the order number is already added, the customer just has to add the subject and description.

Email Notification

now, every time a user submits a support ticket or inquiry, the vendors will get an email in their inbox with the subject line ” A New Support Ticket”.

To enable the email notifications, navigate to WooCommerce –> Settings –> Emails.

next, find the support emails. We have three types of support emails,

1. New Support Ticket, a support ticket will be created when a customer submits a ticket. The related vendor will get that email.
2. Reply To Store Support Ticket, the customer will receive an email when the vendor replies to their support ticket
3. Reply to User Support Ticket, New support ticket emails are sent to the chosen recipient(s) when a reply to a user ticket is received.

Now, you can set the subject line and email heading while you can also choose the email type (HTML, Plain Text, Multipart). Save changes to finish.

Here is a preview of the template of the email that the customers will receive,

Filtering Support Tickets

Store owners can easily filter the support tickets. They can filter the support tickets by,

• Customer name
• Date of creation
• Support ticket id

To filter by customer name, type the customer name in the customer name text box and hit the search button.

To filter by date of creation, select the date from the Date of Creation text box and hit the search button.

And lastly, type the ticket id number or keyword in the text box and hit the search button.