How to Communicate with Customers on Their Support Tickets

How to Communicate with Customers on Their Support Tickets

Notes
Effective communication is essential for resolving customer support tickets quickly and professionally. Dyrect’s Back Office provides a built-in Communication panel that allows internal teams to send updates, respond to customer queries, and track all conversation history in one place.This guide explains how to view messages, send replies, and ensure customers receive timely updates about their claims or support requests.


Step-by-Step Guide on Responding to a Customer’s Claim

1.  Log in & Open the Ticket

  1. Locate the Support section on the left side of the page.
  2. Click on Tickets under the Support section.
  3. Click on the relevant Ticket Number.

2.  Using the Communication Option

  1. After clicking on the Ticket Number, a new page will appear on your screen.
  2. Inside the Ticket Details page, click on Communication (left side panel).
  3. This section shows the full message history between you and the customer.


3. Send a Reply

  1. Click on Reply.
  2. Enter the status or update you wish to convey to the customer.
  3. Click Send to transmit the message.


The customer will receive your message by email, and your reply will also appear in the ticket’s communication log.

Note

This method ensures that customers always receive clear, timely updates on their claims or support requests. It helps maintain transparency, professionalism, and smoother resolution.

Conclusion

Using the Communication section in Dyrect ensures that customers receive timely and accurate updates throughout their support journey. It keeps all conversations organized in one place, helps internal teams respond faster, and improves overall customer satisfaction. Consistent, clear communication builds trust and leads to smoother claim resolutions.

FAQs

Q1. Where can I find the Communication option?
You can find it inside the Ticket Details page on the left side panel under the Support module.

Q2. Will the customer receive my reply by email?
Yes, every message you send through the Communication section is automatically delivered to the customer via email.

Q3. Can I attach files when replying to a customer?
Yes, you can upload documents or images if your brand configuration allows file attachments in communication.

Q4. Can customers reply back to the ticket?
Yes, customers can reply to the email they receive. Their reply will appear in the same Communication thread inside the ticket.

Q5. Can I view previous communication history?
Absolutely. The entire message history between you and the customer is stored in the Communication section.

Q6. Who can communicate with the customer?
Any internal user with access to the ticket (HO, RO, Dealer, Distributor, Technician, Support Staff) can send communication updates.


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