Customer Support backoffice needs documentation

[former_member915156]

Hello,

I'm trying to understand how the feature to call customer is working in the customer support perspective of the backoffice. Is there any documentation? I don't find it there : https://help.hybris.com/6.7.0/hcd/9165075aeb274c2891433e10bf6d707f.html

Also there is a severe bug with latest hyris version (6.7) when I create a ticket and then go the order tab, in the session context there is no ticket referenced even if it exists. It's really annoying because an employee can't know that a ticket already exists on an order when using the backoffice...

[Former Member · Accepted solution]

Hello, Alain.

According docs you linked: The Start Call Button This is a placeholder button. No real call. Every customer should impl it for his own needs.

About the inexistent ticket reference - that functionality was not implemented. I can not find that info anywere in documentations. Ticket has the order link, but not vise versa.

Thanks!

[former_member915156 · Accepted solution]

Hello, thanks for the answer. I understand the "call button" is a placeholder. What I was looking for was an implementation sample. For the links I've attached a screenshot. You can see in the "session context" part that the ticket reference is missing when you look for an order from the order or customer menu. If the tickets menu is used all data are here.

[Former Member · Accepted solution]

Hey. Long story short, but that is not a bug also, ticket wasn't added because it has not 1-1 relation to order/cart, there can be many tickets created in system, which belongs to the order/cart, it was decided to show nothing.

[former_member915156 · Accepted solution]

Ok I understand, thanks for the reply.