LTL Support Tickets

Overview

Delhivery One has an easy process to raise tickets, where you can get fast responses for your operational, tech, billing or any other issues.

In this article, you will learn about

• Creating Support Tickets
• Tracking Support Requests
• Tracking Support Tickets

Creating Support Tickets

• Navigate: Helpdesk > Ticket > Raise a Ticket
• Fill the form with the required details
• Email: This will be automatically filled
• CC email(s): You can add the IDs of the people you want to keep in CC as comma separated. They will receive all updates from our agents in their email.
• Select the required issue category and subcategory.
• Share a list of LRs for which you are facing the issue. You can either add them comma separated or upload a list in a .csv file. Ensure the LRs you enter are correct and belong to you.
• If required, you can enter a description of the issue you are facing along with any attachments.

Tracking Support Requests

Once you have submitted a support request, we check the status of each LR that you have entered and give one of the following results for every order

• Ticket Already Exists : If there is an existing ticket for LR, you can see the existing ticket ID and track its status.
• New Ticket Created : If your order (LR) needs support from our Operations or Customer Support teams and there is no existing ticket, we will create a new ticket and allocate it to a Customer Support agent. This ticket will also be shared automatically with the Operations team if they need to take action.
• Not Eligible for Ticket Creation : In some cases, instead of creating a ticket, we will share the required information with you on Delhivery One, for e.g., if the order is on track for delivery or if required action can be taken from Delhivery One like applying reattempt or ticket needs to be raised in a different category, etc.
• Invalid: These are all the LRs which were incorrect or did not belong to the logged in client.

Sometimes, when the number of orders is high, the system can take a little long to process your request. In such cases, you do not need to stay on the Support form, you can close it. We will process your request in the background and you can check the results in the Task Section after a few minutes. (Navigate: Helpdesk > Task).

If your request is processed immediately, we will show you the results and you do not need to visit the task section for that request

Tracking Support Tickets

Support tickets are placed in one of the 3 statuses

• Open
• Resolved
• Closed

Open

These tickets are being actively worked on by our Customer Support and Operations teams. You can check the CS Team’s responses and follow up on these tickets.
Navigate: Helpdesk > Ticket > Add comment

Resolved

These are the tickets which have been resolved by our CS team. You can reopen these tickets if you are not satisfied with the resolution by adding a comment.

Closed

Tickets which have been resolved for 48 hours and do not have an input from you are moved to closed state. These tickets cannot be reopened or replied to. If your issue is not resolved, you can raise a new ticket.