Review incidents

Incidents lists shipments that already have a detected problem. It is not the history of every report: that is in Tickets. The screen is at Incidents.

The menu shows a counter of active incidents.

Open Incidents

Go to shipping.envia.com.
In the menu, open Incidents.

Review the list

The cards at the top filter the list:

Unattended — there is no ticket yet.
With open ticket — a report is already in progress.
Resolved / Closed — the case was already handled.

You can also search by tracking number and filter by problem type.

Each row shows the label, that label’s status, the problem type, the recipient or route, the value or insurance, and the Exception date (when the problem happened; if the ticket is already resolved, that date does not change).

If the row already has a ticket, open View Ticket.
If it has no ticket, start the report for that label. The type and label are ready when the system already has them.

Export the list

On desktop, use Export CSV to download the rows that match your filters.

Automatic tickets

In Automation you choose, by problem type, whether Envia creates the ticket on its own. The ticket lands in Tickets. Even if it is automatic, you can add comments or evidence from the ticket.

Create a ticket

Review tickets

Everything you can do in the “My Shipments” section