Can customers track the status of their support requests?

Yes, ShipNetwork provides clients with full visibility into the status of their support requests through a centralized ticketing system. Transparency, accountability, and timely communication are pillars of our customer experience strategy, which is why we’ve built tools to keep our clients informed every step of the way.

Once a support request is submitted—whether it's related to order fulfillment, API integrations, inventory discrepancies, or shipping claims—it is automatically logged into our system. Clients receive a confirmation along with a unique ticket ID, allowing them to track progress in real time. Each ticket is timestamped, categorized by issue type, and assigned a dedicated support agent or specialist depending on the complexity of the request.

Through the ShipNetwork client portal, users can view:

• Ticket status (e.g., Open, In Progress, Escalated, Resolved)
• Communication history with timestamps and agent responses
• Linked documentation or attachments relevant to the issue
• Expected resolution timelines based on SLA commitments

This transparent workflow reduces uncertainty and eliminates the need to follow up via phone or email for basic updates. Instead, your team can log in at any time to get a live look at your active and historical tickets, ensuring accountability on both sides.

The support portal is especially helpful for operations teams managing high-volume logistics, where rapid issue resolution is essential. It provides an efficient channel for multi-department collaboration, enabling customer service, warehouse managers, and developers to align on support priorities and updates.

In addition to real-time tracking, our system includes internal escalation rules to flag urgent issues that may impact your shipping operations. If an API error, fulfillment exception, or carrier delay is detected, tickets are automatically prioritized and routed to senior agents or technical teams to minimize downtime.

By offering support ticket tracking, ShipNetwork enhances the overall client experience and promotes trust. Our goal is to ensure that support interactions are not just resolved, but also transparent and easy to manage from start to finish.

Whether you're launching a new product or navigating peak season, ShipNetwork's ticketing and tracking system ensures you’re never left in the dark about your support status.