📘 Support Ticket System Documentation
📌 Overview
The Cartzlink Support Ticket System allows users to create support tickets and track the status of their issues online.
This system helps provide organized, transparent, and efficient customer support.
🎯 Key Features
• Users can create support tickets easily
• Each ticket is assigned a unique Ticket ID
• Users can view their ticket status anytime
• Real-time status updates
• Two-way communication between users and the support team
• Secure and user-specific ticket access
📝 Creating a Support Ticket
Step 1: Open the Support Ticket Form
The user navigates to the Support / Help / Contact Support section on the Cartzlink platform.
Step 2: Fill in the Required Information
The support ticket form includes the following fields:
• Full Name
• Email Address
• Subject / Issue Category
• Issue Description
• Attachment (optional – screenshots or files)
Step 3: Submit the Ticket
After submitting the form:
• The system saves the ticket in the database
• A unique Ticket ID is generated
• The user receives a confirmation message or email
🎟️ Viewing Ticket Status
Users can view the status of their tickets using one of the following methods:
Method 1: Through User Account Login
• User logs in to their Cartzlink account
• Opens the My Tickets / Support Tickets section
• All created tickets and their current statuses are displayed
Method 2: Using Ticket ID
• User enters their Ticket ID and registered email address
• The system displays the current ticket status and details
🔄 Ticket Status Types
A ticket can have one of the following statuses:
• Open – Ticket has been created successfully
• In Progress – Support team is reviewing the issue
• Waiting for User – Additional information is required from the user
• Resolved – Issue has been resolved
• Closed – Ticket has been closed
💬 Support Team Communication
• Support agents can reply directly to tickets
• Users receive email notifications for updates
• Users can respond within the ticket thread
• Complete conversation history is saved for reference
🔐 Security and Privacy
• Only the ticket owner can view their ticket details
• User data is stored securely
• Uploaded files are handled securely
📞 Help & Support
If users face any issues:
• They can create a new support ticket
• Or contact the Cartzlink support team for assistance
