The Dyrect Back Office allows internal team members to create claims and support tickets on behalf of customers. This is useful when a customer contacts the support team directly and a ticket needs to be created manually for further investigation, communication, and resolution.

When to Use This Guide

Create a ticket through the Back Office when:

• A customer reports a defective or damaged product.
• A warranty claim needs to be raised on behalf of a customer.
• A product return or replacement needs to be processed.
• A customer requires technical assistance or troubleshooting.
• A service-related issue needs to be documented and tracked.

Note: Only authorized internal users with valid Back Office credentials can create tickets.

Step-by-Step Guide to Create a Claim or Support Ticket

1. Log in to the Dyrect Back Office

• Open your Dyrect Back Office link.
• Log in using your registered email address and password.

2. Navigate to Claims and Support

• From the left-hand menu, click Claims and Support.
• You will be redirected to the Tickets page.
• Click Create Ticket in the top-right corner.

3. Search for the Customer

A panel will open on the right side of the screen.

• Enter the customer's Serial Number or Warranty ID.
• Click Search.
• The system will display the associated customer and product details.
• Verify the information and click Next.

4. Enter the Ticket Details

1. Enter the required information related to the customer's issu

2. Priority
3. Assignee
4. Status

5. Create the Ticket

• Review all the information entered.
• Make sure the customer, product, issue description, and priority are correct.
• Click Create.

The claim or support ticket will be created successfully and can then be managed from the Support/Ticket List.

[image]

Managing the Ticket After Creation

Once a ticket has been created, internal users can open the Ticket ID to manage and update the request.

Depending on the available permissions, you can:

• Update ticket details.
• Change the ticket status.
• Change the priority.
• Upload additional files or images.
• Add internal notes.
• Communicate with the customer through the ticket's Communication section.

Keeping all relevant information within the ticket helps maintain a complete record of the customer's request and its resolution.

Conclusion

Creating claims and support tickets through the Dyrect Back Office provides a structured way to document and manage customer issues. By entering the correct Serial Number or Warranty ID, providing a clear issue description, selecting the appropriate priority, and attaching relevant information, internal teams can ensure that each request is properly recorded and tracked through resolution.

FAQs

Q1. Who can create a support ticket?

Only authorized internal team members with access to the Dyrect Back Office can create tickets on behalf of customers.

Q2. Can I create a ticket without a Serial Number?

Yes. A ticket can be created using either:

• Warranty ID, or
• Serial Number

Q3. Can I edit a ticket after creating it?

Yes. Go to Support → Ticket List → Ticket ID to open the ticket details. From there, you can update the available fields, upload additional files, or add notes.

Q4. How can I change the ticket status?

1. Open the Ticket Details page.
2. Locate the Status dropdown.
3. Select the required status.
4. Click Save.

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

1. Open the Ticket Details page.
2. Go to the Communication section.
3. Enter your message.
4. Send the message.

The communication is sent to the customer through email, and customer replies are available within the same communication thread.

Q6. Can I change the priority after creating the ticket?

Yes. Open the Ticket Details page, select the required priority from the Priority field, and save the changes.

Q7. Can I attach additional documents after creating the ticket?

Yes. Open the relevant ticket and upload additional files from the Ticket Details page whenever required.