Bug #11925
openSupport #11764: E-commerce pending tasks for nov 15 release
Trigger Fire base notification along with the email / sms for support ticket module like order placement flow
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Description
1.Trigger Firebase Cloud Messaging (FCM) notifications alongside automated emails/SMS whenever a message or ticket update is sent to a customer, the admin, or the support team.
2.UI Label Update:
Rename the display label from "Customer Support Manager" to "Customer Support Representative" globally across all admin panel views and components.
3.Support Team Performance & Status Dashboard:
Build a dedicated section in the admin panel listing all Customer Support Representatives, showing their current status (online/offline/busy) alongside their resolved ticket counts and feedback reports.
4.Post-Resolution Customer Feedback Loop:
Automatically email/message customers a quick rating prompt (e.g., a 1 to 5 scale or Good/Bad/Excellent buttons) once a support ticket is marked as solved.
5.Store this rating inside the ticket record to evaluate and analyze each support representative's performance over time.
Files
Subtasks
Related issues
Updated by Yalavarthi Thriveni about 7 hours ago
- File Ecommerce_Customer_Support_Representative_Gap_Analysis_and_Implementation_Guide.docx Ecommerce_Customer_Support_Representative_Gap_Analysis_and_Implementation_Guide.docx added
- File Ecommerce_Customer_Support_Representative_Gap_Analysis_and_Implementation_Guide.md Ecommerce_Customer_Support_Representative_Gap_Analysis_and_Implementation_Guide.md added