Support Automation: Issue Management

Purpose: Learn how to manage delivery issues in the Issue Management section; track tickets, resolve claims, and use automation to handle problems efficiently.

Related articles

→ What is Support Automation

→ Support Automation: Monitor view

Track and Solve Delivery Issues

The Issue Management section is where you take action, handling delivery problems, managing claims, and communicating with carriers.

Tabs in this section:

• Sendcloud contracts: tickets created under Sendcloud contracts
• My contracts: issues for shipments sent using your own carrier agreements
• Insurance: claims handled via XCover

You can also:

• Access to the Helpcenter
• Provide the agent login
• Create a new ticket via the + Ticket buttons in the top-right
• Sort and filter tickets
• Search by ticket ID or tracking number
• Export to CSV for reporting
• Set a bulk notification email for all tickets via the cogwheel icon

Understanding the Ticket Table

Each row in the table represents a single claim:

Ticket actions include:

Action	Description
Enable per-ticket notifications	Sends updates about the ticket only to the (sub)user who clicks the notification icon. Other users won’t receive updates unless they enable it themselves.
Mark the issue as solved	If a parcel has been found or the issue is resolved, simply mark the ticket as solved; no need to send a message to the carrier.
Click on the ticket for more details	Currently accessed via the speech bubble icon. Soon, clicking anywhere on the ticket row will open the full ticket view.

Icons explained:

•  Head icon = manual ticket

  They are created manually by you: either via the + Ticket button or by escalating an automated case.

  Note: Even if a ticket is created manually, it doesn't mean it will be handled manually. If the carrier and contract support it, the ticket can still follow an automated process.

  Manual tickets are used when:

  • Automation is not supported by the carrier or contract type

  • The issue is not covered by automated flows

  • You want to provide additional context or documents directly
    
    

• Sparkle icon = automated ticket
  These tickets are generated by Sendcloud’s system automatically when an issue is detected (like a delivery failure or return exception), and the carrier supports automated claim handling.
  → These follow a predefined process with minimal manual input unless escalation is needed.

  • Automation depends on the specific carrier and contract combination, not on how the ticket is created. Even manually created tickets can still be processed automatically if supported. While automated solving is widely supported, automated ticket creation currently occurs primarily in the French market.

What Gets Automated (And What Doesn’t)

Automation applies only to specific types of issues. These are detected by the system and handled with minimal manual input, as long as the carrier and contract support it.

Ticket Detail View: Manual vs. Automated

Manual Tickets

Clicking into a manual ticket opens the conversation thread with the carrier.

Here you can:

• Read and send replies
• Upload files
• Add internal notes
• Change the ticket status (like a mailbox)
• Assign ticket to any sub-users

Automated Tickets 

Automated tickets show claim progress and let you escalate the issue if needed.

• Track progress steps (e.g. Claim created, Waiting for carrier)
• When you click on "Send Message", the case is escalated to the carrier and converted from automated to manual ticket.
• Upload supporting documents
• Automated tickets include a "What is coming next" step, helping you understand where the ticket currently stands and what will happen next.
• You can also view carrier messages by expanding or collapsing the message thread: this gives you insight into how the case is progressing on the carrier's side.