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Bug #11925

open

Support #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

Added by Yalavarthi Thriveni about 8 hours ago. Updated about 7 hours ago.

Status:
New
Priority:
High
Assignee:
Ravi Shankar Palle
Target version:
sprint (10/12/2026 - 10/31/2026)
Start date:
11/02/2026
Due date:
11/02/2026 (Due in 0 days)
% Done:

0%

Estimated time:
6:00 h
Tested Date:
11/02/2026
Raised by Tester:
Page/ Module (POS):
E2E
Quote

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

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Ecommerce_Customer_Support_Representative_Gap_Analysis_and_Implementation_Guide.docx (16.7 KB) Ecommerce_Customer_Support_Representative_Gap_Analysis_and_Implementation_Guide.docx Yalavarthi Thriveni, 11/02/2026 04:14 AM Delete
Ecommerce_Customer_Support_Representative_Gap_Analysis_and_Implementation_Guide.md (26.1 KB) Ecommerce_Customer_Support_Representative_Gap_Analysis_and_Implementation_Guide.md Yalavarthi Thriveni, 11/02/2026 04:14 AM Delete
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