Review tickets
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
Section titled “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
Section titled “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
Section titled “Export the list”Use Export CSV to download the tickets in the current filter.
Ticket status
Section titled “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
Section titled “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.