How to create a support & claims ticket in Dyrect?

How to create a support & claims ticket in Dyrect?



Notes
This guide is designed for internal team members only who have access to the Dyrect Back Office. Whether you're handling customer complaints, processing warranty claims, or providing after-sales support, this step-by-step tutorial will help you create and manage support tickets efficiently.
When to use this guide:
  • A customer reports a defective or damaged product
  • You need to initiate a warranty claim on behalf of a customer
  • Product returns or exchanges need to be processed
  • Technical assistance is required for troubleshooting
  • Any service-related issue needs documentation and tracking
Only authorized internal users with Back Office credentials can create tickets.

Step-by-Step Guide:

1. Log In to the Back Office

  1. Open your Dyrect Back Office link and login using your registered email and password.

1. Creating a New Support Ticket

  1. Click on Support 
  2. On the top-right corner of the Tickets page, click on the Create Support Ticket
     button.

2. Entering the Serial Number

  1. A page will open on right side of the page.
  2. Enter the product’s Serial Number or Warranty ID.
  3. Click the Search button.
  4. The system will display the customer’s details on the right-hand side for quick reference and click Next.



3. Providing Required Details
  1. Fill in the necessary fields to complete the warranty claim:
    1. Description of the Issue.
    2. Upload Image (Option)
    3. Priority: Select the urgency level of the request from the dropdown menu. The available options are
      1. Low
      2. Medium
      3. High
      4. Urgent
  2. After entering all the required information, click the Create button.

Conclusion:
Raising a support or claims ticket in Dyrect is simple and helps ensure fast customer service resolution. Always attach required documents and maintain clear communication from the ticket details page for smoother processing.

FAQs

Q1. Who can raise a support ticket?

Internal team members can raise tickets on behalf of customers through the Dyrect Back Office.

Q2. Can I edit a ticket after submitting?

Yes.
Go to Support → Ticket List → Click Ticket ID.
In the ticket details page, you can update fields, upload more files, or add notes.

Q3. Do I need a serial number to raise a claim?

No.
You can raise a ticket using either:

  • Warranty ID, OR

  • Serial Number

Q4. How do I change the status of a ticket?

  • Open the ticket details page

  • Use the Status Dropdown to select the new status

  • Click Save

An email notification will automatically go to the customer.

Q5. How do I communicate with the customer from Back Office?

  • Go to the ticket details page

  • On the left side, open the Communication section

  • Type and send your message

The customer receives it via email, and all their replies appear in the same communication thread.

Q6. How do I change the priority of a ticket?

Inside the ticket details page, you will find a Priority field.
Select the level (Low, Medium, High, Urgent) and save.



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    1. Create a support ticket by submitting a form here or email us at support@dyrect.co
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