{"id":8446,"date":"2025-08-01T11:38:32","date_gmt":"2025-08-01T09:38:32","guid":{"rendered":"https:\/\/help.qapla.it\/?p=8446"},"modified":"2025-09-23T15:43:47","modified_gmt":"2025-09-23T13:43:47","slug":"ticket","status":"publish","type":"post","link":"https:\/\/help.qapla.it\/en\/ticket\/","title":{"rendered":"Ticket Management for Support Requests"},"content":{"rendered":"<h2>Ticket<\/h2>\n<p>The <strong>Ticket<\/strong> feature in Qapla\u2019 allows end customers to request support directly from the <strong><a target=\"_blank\" href=\"https:\/\/help.qapla.it\/en\/tracking-page-qeditor\/\" rel=\"noopener\">tracking page<\/a><\/strong> or <a target=\"_blank\" href=\"https:\/\/help.qapla.it\/en\/transactionale-emails\/\" rel=\"noopener\"><strong>transactional emails<\/strong><\/a>.<br \/>\nFrom your <a target=\"_blank\" href=\"https:\/\/cp.qapla.it\/\" rel=\"noopener\">Qapla\u2019 panel<\/a>, you can receive, view, and reply to these requests, thus establishing <strong>two-way communication<\/strong> <strong>with your customers<\/strong>.<\/p>\n<p><strong>To use this feature<\/strong>, you must <strong>configure<\/strong> a <strong><a target=\"_blank\" href=\"https:\/\/help.qapla.it\/en\/smtp-email-server\/\" rel=\"noopener\">mail server<\/a><\/strong>.<\/p>\n<h3>How it works<\/h3>\n<p><strong>End customer<\/strong><br \/>\nFrom the tracking page, by clicking the \u201cTicket\u201d button, or from transactional emails using the following metavariables, the end customer can request support:<\/p>\n<ul>\n<li>[TICKET_LINK]<\/li>\n<li>[TICKET_URL]<\/li>\n<\/ul>\n<p>Here is the guide to all available metavariables: <strong><a target=\"_blank\" href=\"https:\/\/help.qapla.it\/en\/meta-variables-of-qapla\/\" rel=\"noopener\">Qapla\u2019 Metavariables<\/a><\/strong>.<\/p>\n<p><strong>Merchant<br \/>\n<\/strong>You can monitor and view Tickets in two sections:<\/p>\n<ul>\n<li>From the quick filter (top left of the Qapla\u2019 panel): if new Tickets are available, a button will appear showing the list of shipments that include a message from the end customer.<br \/>\n<a href=\"http:\/\/help.qapla.it\/wp-content\/uploads\/2025\/09\/EN-Filtri.png\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-8453 alignnone\" src=\"http:\/\/help.qapla.it\/wp-content\/uploads\/2025\/09\/EN-Filtri.png\" alt=\"\" width=\"244\" height=\"259\" srcset=\"https:\/\/help.qapla.it\/wp-content\/uploads\/2025\/09\/EN-Filtri.png 244w, https:\/\/help.qapla.it\/wp-content\/uploads\/2025\/09\/EN-Filtri-57x60.png 57w, https:\/\/help.qapla.it\/wp-content\/uploads\/2025\/09\/EN-Filtri-141x150.png 141w\" sizes=\"auto, (max-width: 244px) 100vw, 244px\" \/><\/a><\/li>\n<li>Inside the individual shipment, in the <strong>Ticket<\/strong> section, you can read and reply directly.<br \/>\n<a target=\"_blank\" href=\"http:\/\/help.qapla.it\/wp-content\/uploads\/2025\/09\/EN-Ticket-1.png\" rel=\"noopener\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-8462 size-medium\" src=\"http:\/\/help.qapla.it\/wp-content\/uploads\/2025\/09\/EN-Ticket-1-295x300.png\" alt=\"\" width=\"295\" height=\"300\" srcset=\"https:\/\/help.qapla.it\/wp-content\/uploads\/2025\/09\/EN-Ticket-1-295x300.png 295w, https:\/\/help.qapla.it\/wp-content\/uploads\/2025\/09\/EN-Ticket-1-768x781.png 768w, https:\/\/help.qapla.it\/wp-content\/uploads\/2025\/09\/EN-Ticket-1-60x60.png 60w, https:\/\/help.qapla.it\/wp-content\/uploads\/2025\/09\/EN-Ticket-1-147x150.png 147w, https:\/\/help.qapla.it\/wp-content\/uploads\/2025\/09\/EN-Ticket-1.png 798w\" sizes=\"auto, (max-width: 295px) 100vw, 295px\" \/><\/a><\/li>\n<\/ul>\n<p>Qapla\u2019 keeps a record of the conversation with the customer, provided that the exchange occurs exclusively through the Ticket feature (both for the customer and the merchant).<\/p>\n<p><a href=\"http:\/\/help.qapla.it\/wp-content\/uploads\/2025\/08\/Ticket-GIF.gif\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-7897\" src=\"http:\/\/help.qapla.it\/wp-content\/uploads\/2025\/08\/Ticket-GIF.gif\" alt=\"\" width=\"810\" height=\"810\" \/><\/a><\/p>\n<h3>Ticket Configuration<\/h3>\n<p>To enable the Ticket service:<\/p>\n<ol>\n<li>Enable the option \u201c<b>I would like<strong>\u00a0to enable the Tickets<\/strong> and allow the customers to send me requests for intervention<\/b>.\u201d<\/li>\n<li>Configure the following parameters:\n<ul>\n<li><strong>Sending from<\/strong>: the email address and name that will appear as the sender of the Tickets to users.<\/li>\n<li><strong>Sending To<\/strong>: the email address where user Ticket emails will be delivered.<\/li>\n<li><strong>Notification message<\/strong>: the text automatically sent to the end customer when you open a ticket from the \u201cTracking\u201d section of a shipment.<\/li>\n<li><strong>Courtesy message<\/strong>: the text automatically sent the first time the customer uses the Ticket system to contact you.<\/li>\n<li><strong>Message management<\/strong>: option to create predefined messages using metavariables, so you can quickly reply to customers. Click on \u201cNew message\u201d to add a new preset message.<\/li>\n<\/ul>\n<\/li>\n<li>Supported languages:\n<ul>\n<li>Italian<\/li>\n<li>English<\/li>\n<li>French<\/li>\n<li>German<\/li>\n<li>Spanish<\/li>\n<li>Portuguese<\/li>\n<li>Chinese<\/li>\n<li>Russian<\/li>\n<li>Japanese<\/li>\n<li>Czech<\/li>\n<li>Romanian<\/li>\n<li>Hungarian<\/li>\n<li>Arabic<\/li>\n<li>Slovak<\/li>\n<li>Polish<\/li>\n<li>Korean<\/li>\n<li>Dutch<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n<p>&nbsp;<\/p>\n<p><b data-stringify-type=\"bold\">Need help?<\/b><br aria-hidden=\"true\" \/>If you need assistance, contact\u00a0<b data-stringify-type=\"bold\">Qapla\u2019s Customer Care<\/b>\u00a0at\u00a0<b data-stringify-type=\"bold\"><a target=\"_blank\" href=\"mailto:support@qapla.it\" rel=\"noopener\" class=\"c-link\" data-stringify-link=\"mailto:support@qapla.it\" data-sk=\"tooltip_parent\" aria-haspopup=\"menu\">support@qapla.it<\/a><\/b><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Ticket The Ticket feature in Qapla\u2019 allows end customers to request support directly from the tracking page or transactional emails. From your Qapla\u2019 panel, you can receive, view, and reply to these requests, thus establishing two-way communication with your customers. To use this feature, you must configure a mail server. How it works End customer [&hellip;]<\/p>\n","protected":false},"author":6,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[81],"tags":[],"class_list":["post-8446","post","type-post","status-publish","format-standard","hentry","category-comunication"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Ticket Management for Support Requests - Qapla&#039; Help<\/title>\n<meta name=\"description\" content=\"Ticket The Ticket feature in Qapla\u2019 allows end customers to request support directly from the tracking page or transactional emails. 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