Evergreen farms (pos)

Private

Tracker *Bug Feature Support Testing

Subject *

Description Edit 1. In the Support Ticket form, under “Which order?”, orders should be displayed based on the selected issue category and delivery status. For example, if the customer selects “Product arrived damaged”, only delivered orders should be listed. Undelivered orders should not be displayed. 2. The date range filter should consider both the date and time, based on the store's local timezone. The date range should start after 9:00 AM (store time) and should also consider the current time. 3. It would be better to have a separate section where all Resolved issues are displayed in one place for easy tracking and reference. 4. When a customer raises a support ticket, it is assigned to only one Service Representative instead of being visible or accessible to the remaining Service Representatives. 5. Instead of requiring the Customer Service Representative to click Accept and manually assign a date, it would be better to automatically send an acknowledgement email to the customer(without requiring manual acceptance) whenever they raise a support ticket. The email should inform the customer that our store operates Monday to Friday, from 9:00 AM to 6:00 PM (Store Time), and that our team will review the reported issue and work towards resolving it within 2–3 business days. 6. If a Service Representative is on leave but their status is still marked as Available, they continue receiving customer support tickets. If the assigned Service Representative does not accept or resolve a ticket within 1–2 days, it would be better to automatically reassign that ticket to another available Service Representative to ensure timely customer support and avoid delays.(Suggestion) 7. How can the Admin identify whether a Customer Service Representative is currently Available, Busy, or on Leave? It would be better to provide a clear availability status for each Service Representative in the Admin panel. 8. The card data displays differently when a card is clicked compared to when it is not clicked. 9. Some support tickets are not being assigned to either of the two available Customer Service Representatives, even though tickets are being raised by customers.