With Borderless360, creating and managing tickets is simple and efficient. From shipment inquiries to claims, every issue is tracked centrally for swift resolution. Raise tickets for orders, manifests, or general inquiries and use tags to categorize and prioritize them effectively.
Accessing the Tickets Dashboard
Navigate to the Tickets section via the sidebar.
- View tickets categorized into tabs:
- Unreplied: Tickets awaiting your response.
- My Tickets: Tickets created by you.
- Open: All active tickets across your company.
- Closed: Resolved tickets.
- Starred: Your prioritized tickets.
Attach Files and Communicate
- Upload files, add images, and message directly within the ticketing dashboard.
- Reopen resolved tickets or create new ones for recurring issues.
Tip: Use the “Starred” tab to keep urgent tickets easily accessible.
Creating a Ticket for an Order
- Navigate to the Orders section in the app.
- Select the order in question.
- Click the Ticket icon in the top-right corner.
- Add a category tag (e.g., shipment, returns).
- Describe your issue and hit Send.
Creating a General Ticket
- Go to the Tickets page from the sidebar.
- Click Create New Ticket in the top-right corner.
- Enter your enquiry details and submit.
Filing a Claim via Tickets
- Use the ticket system to log claims for lost or damaged goods.
- For step-by-step guidance, visit How to file a claim for service credits.
Enquiry Types Explained
Enquiry | Description |
Shipment enquiry | Issues related to orders in transit (e.g., tracking problems, lost orders, delivery issues) |
Accounting enquiry | Billing and payment queries |
Inbound receiving | Queries related to ASNs and receiving goods into our facilities |
Claim | Claims for lost or damaged goods |
Pick pack error | Issues with order picking and packing |
Returns | Related to goods being returned to our facilities |
Other | Enquiries that do not fall under the above tags |
Using the AI Agent for Ticket Insights
Skip the guesswork with the Borderless360 AI Agent. This feature provides real-time ticket summaries and action steps, so you can focus on resolution instead of sifting through conversations.
- Find the sparkles icon next to any ticket in your dashboard.
- Hover over it for a concise summary of the ticket’s status and next steps.
- AI Agent refreshes every few seconds to provide real-time updates.
Tip: Use AI Agent to quickly review updates for tickets and prioritize them accordingly.
Tagging and Filtering Tickets
Add or edit tags to categorize enquiries, and use filters to pinpoint the tickets you need.
- Viewing Tags: Tags are visible in the list view and at the top of the opened ticket.
- Tagging Tickets: Add, edit, or remove tags by clicking the add tag icon, selecting an existing tag, or creating a custom tag.
- Filtering Tickets: Use the tags to include or exclude specific tags, allowing for precise filtering of messages.
- Starred Tickets: Star important tickets for quick access and filter by starred tickets.
My Closed Tickets
When shipping a large number of orders, it can be quite a task to keep track of all orders you have an enquiry about. To find your closed tickets:
- Simply select closed from the tabs
- Filter by Author
- Select “Your Name”
...and you will find all closed tickets that you had originally opened.
Find Related Tickets
There are two ways to search for an order's related tickets.
- Search the Order ID in the ticket's search box. Or
- Open the particular order, then click on the Order History dropdown, then you will be able to see links to the ticket to that order.
