Ticket System Update_Case Tracker on Live

资料正文

§1 Ticket System Update_Case Tracker on Live

Dear Developers,

Context

To help you better manage your tickets, Shopee Open Platform provides the My Tickets function.

With this function, you can view the tickets list, track ticket status, check question details and conversation history, reply to us, and rate the quality of service.

How to Use

To access the My Tickets, visit the Open Platform Console > select My Tickets under the Ticket System section, you can view all tickets you have raised and track the status.

Note: Only tickets raised after the release date will be displayed on the My Tickets page, previously raised tickets won’t be displayed.

The actions you can take differ for different ticket statuses, as shown in the table below:

Ticket Status	Status Definition	Actions
In Progress	We are working to resolve your ticket	Reply: If you need to add more information, can reply to us by clicking the "Reply" button.
Your Action Required	We need more information from you	Reply: You can reply to us by clicking on the "Reply" button to provide us with the information we need to help us better locate the question.
Resolved	We have resolved your ticket	Reply: If the solutions we have provided do not solve your question, can follow up by clicking on the "Reply" button. Rate: If the solution we have provided has solved your question, you can rate the quality of our service by clicking on the "Rate" button.
Closed	There are no further actions required for your ticket	Reopen: If you need more help with this question, can contact us by clicking on the "Reopen" button.

尊敬的开发者

背景

为了帮助您更好地管理工单，虾皮开放平台提供了“My Tickets”功能。

您可以通过该功能，查看您提交的工单列表，跟踪工单处理进度，查看回复内容，进行问题追问与服务质量评价。

如何使用

访问Open Platform Console > 选择“Ticket System”模块下的“My Tickets”，您可以查看所有“正在处理”和“已解决”的工单及其状态。

Note: My Tickets页面只会展示该功能上线后提交的工单，历史提交的工单不再展示。

不同工单状态下，您可以采取的行为不同，如下表所示：

工单状态	状态解释	您可以采取的行为
In Progress	我们已经收到您的问题，正在努力解决。	Reply: 如果您需要补充更多信息，可以点击“Reply”按钮进行回复。
Your Action Required	我们需要您提供更多信息。	Reply: 您可以点击“Reply”按钮进行回复，提供我们所需的信息，帮助我们更好地定位问题。
Resolved	我们为您提供了解决方案。	Reply: 如果我们提供的解决方案没有解决您的问题，可以点击“Reply”按钮进行追问； Rate: 如果我们提供的解决方案已经解决您的问题，可以点击“Rate”按钮对我们的服务质量进行评价。
Closed	我们已经解决了您的问题。	Reopen: 如果您对这个问题需要更多帮助，可以点击“Reopen”按钮联系我们。