Review tickets

Q: The ticket was created on its own. Where do I see it?

In Active, or from that label’s row in Incidents. Which types open on their own is set in Automation.

Tickets is the report history for your account: the ones you created and the ones Envia opened from an incident. It is at Tickets.

It is not chat in Contact. It is also not Incidents, which lists shipments with a problem.

Open Tickets

Go to shipping.envia.com.
In the menu, open Tickets.
On desktop, choose Active or Resolved.

Active — reports in progress: pending, incomplete, follow-up, or in review.
Resolved — closed history: accepted or declined.

You can search and filter by type or status. To file a new case, use Report incident. The steps are in Create a ticket.

Open a ticket

In the row, press View Ticket. There you see the status, the comments, and, if the case needs it, you add evidence or a reply.

Export the list

Use Export CSV to download the tickets in the current filter.

Ticket status

Status	What it means
Pending	It is in queue for review.
In review	Waiting for a response from the carrier.
Incomplete	Data or documents are missing. Complete what the ticket asks for.
Follow-up	There is a comment that needs your attention.
Accepted	Resolved in favor of your request.
Declined	The request did not proceed.

Frequently asked questions

The ticket was created on its own. Where do I see it? In Active, or from that label’s row in Incidents. Which types open on their own is set in Automation.

I use custom keys and the shipment has a problem. Contact the carrier’s support. Envia does not intervene on those labels.

Create a ticket

Review incidents

Request a refund