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Kyloth

Open a support case for an order

Start a customer-care case from an order and see how many cases are open for it.

User guide
These guides describe implemented workflows. You still need an account and access to the product; individual features can have separate requirements.

Where: Dashboard, Orders, an order, Customer support

Before you continue
This appears only when your business also has Desk and you have access to it. Without Desk the order page shows nothing about support.
  1. Open an order and find Customer support below the delivery messages. It lists the cases about this order with their state and who owns them, and since when. It never shows what the customer wrote.
  2. Select Open a support case for this order. If the order’s customer has no Desk record yet, one is created from their name and contact details and linked to the Commerce customer. If a case for this order is already open, the button takes you to that case instead of starting another.
  3. Continue in Desk. The case shows the order as a labelled copy, with a refresh, and Desk keeps it up to date as the order is confirmed, shipped, delivered, cancelled or returned.