To allow for assistance to customers prior to the creation of a return request the 12Return ticket system can be enabled on the account level. This enables this option in the advanced portal as well as the agent portal.
This enables the options for customers using the advanced portal to send a request to the agent without needing to create a return request on the return types overview page by filling in the form with various pieces of information as defined by the agent.
Agents have a main menu button as well as a dashboard icon that displays all open tickets and lists them in a table. Agents can view, close or delete these tickets.
Within a ticket a customers information is added and viewable - if necessary the agent can create a return request for this customer directly from the ticket.
Each Ticket can be configured with a survey, like all surveys it can be configured on the portal settings panel.