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Tickets are how you track and resolve customer issues, most often a key that does not work. A ticket keeps the conversation, the keys involved, and the outcome together in one place. You can raise a ticket yourself, or work one that comes in, replace the faulty keys, and resolve it.

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Create a ticket

1

Open Tickets

Go to Tickets and select Create ticket.
2

Describe the issue

Give it a title and a description, choose an Issue Type, and set a Priority (Low, Medium, High, or Critical). You can also pick an SLA Target of 24, 48, or 72 hours.
3

Link the order and keys

Enter the Order ID the issue is about, then choose the Product and use Add Key to link the specific keys being reported. Both the order and at least one reported key are required. Linking the keys is what lets you replace them later.
4

Save

Select Create Ticket. TokenSupply assigns it a short reference code.
Raising a ticket from an order fills in the order for you and adds that order’s keys as reported keys, so you do not have to find them again.
A key can only be tied to one open ticket at a time. If a key is already on an open ticket, TokenSupply points you to that ticket instead of letting you file a second one. Once the earlier ticket is Resolved or Closed, the key can be ticketed again.

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Statuses

A ticket moves through four states:

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Work the ticket

Open a ticket to see its conversation. Add notes to keep a record or to talk to an assigned vendor, and attach files where they help. You can edit or delete your own messages. You can also assign a ticket to a vendor to work in the Vendor Portal. When the vendor marks their side as resolved, a Vendor resolved entry appears in the ticket’s activity. The Order details panel shows the linked order. If that order can no longer be found, the panel says This order might have been deleted.
You cannot add a note once a ticket is Resolved or Closed. Finish any back and forth before you resolve it. A closed ticket is read-only.

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Replace a faulty key

The ticket’s Reported keys table lists every key on the ticket. To swap one out:
  1. Select Replace on the key’s row.
  2. Paste the new key value.
  3. Select Replace key.
The old value is recorded in that key’s replacement history, so you keep a trail of what was swapped. A replaced key shows a count badge next to its reference. Select the badge to open its replacement history. Replacing a key does not resolve the ticket. Replace each key that needs it, then resolve the ticket yourself. Once a ticket is Resolved or Closed, Replace no longer appears.

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Resolve a ticket

A ticket moves one step at a time. Use the button at the top of the ticket to move it forward, such as Mark as In Progress or Mark as Resolved. To step back, use Back to followed by the previous status, for example Back to In Progress on a Resolved ticket. An In Progress ticket cannot go back to Open, and a Closed ticket cannot be reopened. If the order linked to a ticket is refunded, TokenSupply closes the ticket automatically.

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Next

How fulfilment works

Refunding and cancelling an order from the order page.

The delivery portal

Where buyers collect their keys and reach your store’s support.