0:00 Hey team quick video on best practices in terms of handling tickets and best utilizing the Automations and features that are offered here in redo So let's go ahead and pull up one of our tickets from a customer The first thing you'll notice is that this is assigned to Parker and then we'll actually see

0:20 some information on the customer. So we grab the email from the customer and then pull up their information in Shopify.

0:28 You can see here that Harrison has spent a total of $14,000 on the store. He's a developer, this isn't a real store.

0:35 He's made 34 total orders and had 29 total returns You'll then see a line item by line item breakdown for each return.

0:44 So it looks like he returned order 3-1-6-5. And if we were to actually click on return, this will take us directly to that return that he made in shop in redo, excuse me. 0:56 We can scroll through each one of these returns, copy the order number, see the reasons why they're making the return and the item that they returned, as well as the status of that return.

1:08 So there's a chance that the customer messages in and they say, hey what's my return status? And pretty easy to just come over here and see looks like that return was rejected and then rejected.

1:20 You'll also see a line item by line item breakdown of each order. There's a hyperlink from that order directly in the Shopify that you're always free to use.

1:28 You can go ahead and copy over that order number as well, see the date that it was created and the total value of that order.

1:35 You also can and create a return, create a shipment. You can claim or refund or duplicate that order for each customer.

1:45 As well as see some fulfillment information and a shipping address. That's kind of the majority of what there is to cover here in the live customer view.

1:56 If we wanted to get a little bit more into the nitty gritty or another cool feature that I could show you would be that template feature.

2:02 So what this is doing is actually pulling a live variable from Shopify into the message. Right here you can see that we've got high customer full name and this is a live variable that will pull in Harrison's entire name and say here's your delivery status. 2:18 Thank you. Uh we can see the same thing here, same thing here and these are all different templates that you can make.

2:24 All right, you can go. Also add an image to a template if you wanted to do a template that had product sizing questions.

2:32 So where's my order question? Recent delivery status, recent delivery question. If we add that to a message then we'll see that this auto fills.

2:41 One thing that you should know is that if the value that we're looking for isn't actually true and this wouldn't be true because these orders are not delivered by default and aren't an actual valid order because it's a test store, then it'll just auto-populate with that information.

3:01 So you do wanna confirm that those are pulling in correctly. If you wanted to create a new template, then we could do so by hitting this plus sign and then pulling in any one of these variables from Shopify.

3:13 Um, and you could just go ahead and add a template name, uh, and start typing out a message. Hopefully that's helpful.

3:24 Don't hesitate to reach out with questions. Thanks.