Tickets

What Eturns does with a message

• It keeps each conversation together as one ticket, with the order it is about.
• It reads what the customer is asking for and how they feel, so each ticket arrives already sorted.
• It answers from the order and your policies where it can, and drafts a reply in your voice where a person should look first.

Tickets that need you are in Decisions with the Tickets filter:

• Decisions (Tickets) · Policies → What customers see

Sending a reply needs a seat — see Team seats.

Reply targets for your customers

Every customer ticket gets two targets, counted in clock hours from when it arrived: one for the first reply and one for resolving it. Your plan sets them; on the plans marked Custom you set your own under Policies → What customers see → Ticket targets.

When a target slips

When a ticket gets close to its target, Eturns tells you on Today under Needs your eye. If it passes the target, the ticket moves to the top of Decisions.

Impact → Ticket targets shows how many first replies and resolutions landed within target over the last 30 days.

Your voice

Every reply goes out in your voice. Describe it once in Policies → What customers see → How Eturns sounds: your store tone on every plan, and on some plans a personality, a sign-off, emoji use, reply length and how much empathy to lead with.

Connecting your support inbox

To connect your support inbox, email contact@eturns.app.