How to submit and track support tickets?

Modified on Tue, 17 Sep at 12:07 PM

What is a support ticketing system?

A support ticketing system helps streamline and organize support requests. Instead of using WhatsApp or email, partners can submit a "ticket" when they need assistance. The system tracks its progress, assigns it to the right team, and ensures quick, efficient resolution.

Why is it better than WhatsApp chat?

Faster resolution: Tickets are promptly assigned and handled, minimizing delays and confusion.
Everything in one place: All communications are centralized, so nothing gets missed or lost.
Transparency: Both you and the support team can monitor progress and revisit previous tickets whenever needed.
Accountability: Each ticket is assigned to a specific person or team, ensuring it gets the attention it deserves.

Ticketing system

Here’s how to easily submit a support ticket using Quiqdash

Log in: Access your Quiqdash account.
Open Support: Click the yellow "Support" button at the bottom right corner

This opens the ticketing widget:
Select a service: Choose the service related to your request:
- Delivery support: For last-mile delivery issues in the UAE.
- Fulfilment support: Questions on storage, picking, or packing orders.
- Cross-border support: For international delivery concerns.
- Account support: Help with account settings or preferences.
Provide details: Fill out the form with the details of your request.
Submit: Once you’re done, click ‘Submit.’
Stay updated: You’ll receive email notifications as your ticket progresses.

Submitting a Ticket via the Support Portal

Alternatively, you can submit a ticket through our Support Portal:

Visit the portal: Go to support.quiqup.com.
Activate your account: Check your email for the activation link with the subject "Quiqup User Activation"
Set your password: Follow the link in the email to set your password.
Submit a ticket: Once signed in, click "SUBMIT A TICKET" from the top navigation.
Choose a service from the "How Can We Help You?" dropdown:
- Delivery support: For last-mile delivery issues in the UAE.
- Fulfilment support: Questions on storage, picking, or packing orders.
- Cross-border support: For international delivery concerns.
- Account support: Help with account settings or preferences.
Fill out the form: Provide the details of your issue.
Submit: Click ‘Submit’ to send your ticket.
Track your ticket: View updates under the "TICKETS" section of the portal.

Advantages of using the support portal:

Better visibility: Keep track of all your tickets in one place, so you always know the status of your requests.
Enhanced efficiency: Enable your team to work more effectively as everyone can access and manage tickets easily.

Ticketing case issues
Service	Case	Resolution time (SLA)
Delivery	Order cancellation	15 min
Delivery	Address update	15 min
Delivery	Payment update	15 min
Delivery	Collection follow up	30 min
Delivery	Order follow up	30 min
Delivery	RTO request	30 min
Delivery	Return request	60 min
Delivery	POD request	24 hours
Delivery	Damaged order	24 hours
Delivery	Order investigation	24 hours
Delivery	Lost order	24 hours
Delivery	Courier complaint	24 hours
Delivery	Other	24 hours
Fulfilment	Address update	15 min
Fulfilment	Contact information update	15 min
Fulfilment	Payment update	15 min
Fulfilment	Update order details	15 min
Fulfilment	Order cancellation	15 min
Fulfilment	Order follow up	30 min
Fulfilment	Order replacement/exchange	60 min
Fulfilment	Schedule order	60 min
Fulfilment	Order not reflecting in Quiqdash	60 min
Fulfilment	Order Investigation (lost order, order miss packed, missing item, damaged order)	24 hours
Fulfilment	Integrations issues	24 hours
Fulfilment	Other	24 hours
Cross-border	Label request	15 min
Cross-border	Order follow up	30 min
Cross-border	Update order details	30 min
Cross-border	Order cancellation	30 min
Cross-border	Integrations issues	60 min
Cross-border	Order investigation	24 hours
Cross-border	Other	24 hours
Account	Update account details	24 hours
Account	Update pickup address	24 hours
Account	Other	24 hours