Here are five advanced views tailored for e-commerce store owners, combining multiple fields for more precise ticket tracking and management.

Create View

Go to the Views section in Richpanel, click Create View, apply filters, set visibility, and save the view.

1. Unreplied Tickets by Specific Teams

Purpose: Identify tickets assigned to specific teams that haven’t been addressed yet.

Filters:

• Team = Support Team A
• Status = Unread
• Last Reply = Customer
• Last Reply Time > 24 Hours

Use: Ensure no tickets are left unattended by specific teams, maintaining response efficiency.

2. Unread Tickets for Returns and Refunds

Purpose: Monitor and address unread tickets related to return and refund requests.

Filters:

• Status = Unread
• Self-Service Topic = Returns & Refunds
• Tag = Returns & Refund
• Created Date = Last 7 Days

Use: Ensure all refund and return requests are reviewed promptly to avoid delays.

3. Pending Responses for High-Value Orders

Purpose: Track tickets involving high-value orders where the agent needs to reply.

Filters:

• Last Reply By = Customer
• Tags = High-AOV

Use: Focus on important orders to provide quick and attentive support.

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To use this rule, first, create an automation rule that adds a tag “High-AOV” using Condition “Average Order Value” where AOV is >$500

4. Pending Product Inquiries from New Visitors

Purpose: Track tickets raised by specific user types on particular self-service topics that haven’t been responded to recently.

Filters:

• User Type = Visitor
• Self-Service Topic = Product Inquiry
• Last Reply By = Customer
• Last Reply Time > 24 Hours

Use: Follow up on product-related inquiries from new visitors that have been awaiting action for over a day.

5. Tickets by Self-Service Topics

Purpose: Track tickets generated from specific self-service topics for trend analysis and better resource allocation.

Filters:

• Self-Service Topic = Shipping Issues
• Status = Open

Use: Focus on unresolved tickets related to shipping queries to ensure timely resolutions and reduce escalations.

On this page

• 5 Advanced Helpdesk Views for E-Commerce Store Owners
• Create View
• 1. Unreplied Tickets by Specific Teams
• 2. Unread Tickets for Returns and Refunds
• 3. Pending Responses for High-Value Orders
• 4. Pending Product Inquiries from New Visitors
• 5. Tickets by Self-Service Topics