Customer ticket and order issue management for online stores
A customer problem in Rabehni is not a message in a group chat. It is a ticket tied to the order, with a category, an owner, a due time and a status. Your team opens tickets, and some open automatically from carrier and store events.
What is a customer ticket system for online stores?
A customer ticket system turns each problem into a record with an owner and a due time until it closes. In Rabehni, each ticket is tied to an order and has a category, severity, owner and status, and tickets gather in queues by team and priority. It is built for your team: customers do not open tickets themselves, and your contact with them is logged on the ticket.
Centralized customer tickets
A ticket tied to the order
An employee enters the order number, category and a description. Without a valid order the ticket does not open, so no complaint is left without context.
Categories and team lanes
Customer complaint, wrong product, missing items, wrong address, shipping delay, payment issue and more. The category sets the lane: shipping, customer service, operations or finance, and each employee opens on the lane for their role.
Automatic tickets from shipping
A problem reported by the carrier opens a ticket on its own, as does a Bosta parcel reported damaged or one whose Bosta status differs from yours. A carrier ticket left open for more than 7 days is resolved in a daily sweep.
Automatic tickets from store and returns
If a store order arrives with an unrecognized product code, a ticket opens with that code. If an order sits waiting for its return with nobody touching it, a ticket opens on day 7.
Priority and status tracking
The ticket lifecycle
New, triage, assigned, in progress, blocked, resolved, closed or reopened. The system refuses a move that is not allowed, such as taking a new ticket straight to resolved.
Severity and due time
Four severity levels and priorities from P1 to P3. A ticket opened by an employee gets a default due time: 4 hours for critical, 12 for high and 24 for the rest, and you can change it.
Work queues
Needs triage, unassigned, my issues, in progress, blocked, due soon, overdue and resolved today. The page opens on the most important queue that has work in it.
Bulk work and alerts
A supervisor can assign or resolve many tickets at once, and the list exports to Excel. Each morning supervisors get an in-app notification summarizing unassigned tickets.
Customer contact and solutions
Contact log
Each attempt is logged on the ticket: call, WhatsApp, text, email or visit, outbound or inbound, with an outcome such as reached, no answer, promised or refused. The log records contact and sends nothing to the customer.
Follow-ups, comments and attachments
Set the next follow-up date, and the system reminds the employee each morning of what is due. The ticket also holds comments, attachments and a record of every change.
Solutions library
A solution that worked is recorded on the ticket and joins a library for your account. When a similar ticket opens, its page suggests that solution so the employee does not start from scratch.
Recurring problems
A daily check groups similar tickets: by default, 3 in 30 days raises a recurring problem with one root cause. A manager confirms it, sets a plan, records the action and closes it. Customer-caused issues stay out of the automatic check.
Exchange and return requests
The request as a ticket
Exchange requests and return requests are ticket categories that go to the customer service lane and are tracked like any ticket. The ticket follows the request, and the work itself happens on the order and shipment.
Receiving the old item
In a Bosta exchange, the warehouse receives the old item by scan and picks the product and size. A good item returns to the shelf, a damaged one is written off, and a missing one becomes a claim on the carrier.
Customer tickets versus internal issues
These are two separate tracks: order tickets for customer problems, and internal issues for your team.
An internal channel for staff
An employee raises a suggestion or internal problem with a title, priority and attachments, and a manager responds. It need not relate to an order, and it stays out of the customer ticket queues.
Escalating to Rabehni support
If an internal problem needs Rabehni support, it is escalated and becomes a linked support ticket. That is contact between you and Rabehni, not between you and your customer.
Limits you should know
Customers do not open tickets themselves: there is no customer portal and no ticket form on your store. Tickets are opened by your team or by shipping and store events.
The customer gets no notification when a ticket changes status. Notifications go to your team only.
WhatsApp and email messages do not enter the ticket on their own: the contact log is filled in by the employee.
A ticket opened by an employee must relate to an order, so there is no ticket for a general pre-sale question.
Automatic tickets do not get a due time on their own, so they will not show as overdue until someone sets one.
A ticket does not pay the customer. It has no refund button, and amounts are recorded in accounting with a credit note.
Receiving the old item by scan applies to Bosta exchanges.
Questions about customer ticket management
Can customers open a ticket themselves?
No. Rabehni has no customer portal and no ticket form on your store. A customer service employee opens the ticket on the order, and some tickets open automatically from shipping and store events. The customer gets no notification when the status changes.
What is the difference between customer tickets and internal issues?
In Rabehni, a customer ticket is tied to an order and has a category, owner and due time. An internal issue is a channel for your staff to raise a suggestion or problem unrelated to any order. A manager responds, and it can be escalated to Rabehni support.
How does ticket priority and status tracking work?
Each Rabehni ticket has one of four severity levels, a priority from P1 to P3 and one of eight statuses. An employee's ticket gets a default due time: 4 hours for critical, 12 for high and 24 for the rest. The due soon and overdue queues show what needs action.
Can tickets open automatically from carrier problems?
Yes. Rabehni opens a ticket for a problem reported by the carrier, and for a Bosta parcel reported damaged or showing a different status from yours. An automatic ticket gets no due time on its own, and a carrier ticket open for more than 7 days is resolved in a daily sweep.
How are exchange and refund requests handled?
In Rabehni, exchange and return requests are categories tracked as tickets. In a Bosta exchange, the warehouse receives the old item by scan. A refund is not carried out from the ticket: it has no payment button, and the amount is recorded in accounting with a credit note.
Can I log customer calls on a ticket?
Yes. The contact log in Rabehni takes the channel, direction, outcome, a summary and the next follow-up date, and the system reminds the employee each morning of what is due. The employee fills it in by hand, and it neither sends messages nor pulls in WhatsApp conversations.
Which plan includes customer tickets?
The ticket screens in Rabehni are not tied to a plan feature, and staff access follows role permissions. Credit notes in accounting need a plan with accounting, which starts on Growth.
Page last updated