New Helpdesk

10.12.2019 00:00

New Helpdesk

As of today, we released our new and improved helpdesk. The helpdesk is used to contact our support department. Most of the time, you'll use our shipment, account, or product pages to reach our support team, but the helpdesk page, accessed from the top menu at the top of the webpage, is another useful option for creating support tickets when you have encountered an issue on the website.

Changes Compared to the Current Helpdesk

We've simplified the way our helpdesk is structured. You are no longer required to enter multiple steps to identify your problem. The helpdesk is now separated into three categories:

  • I have a problem with a shipment.
  • I have a problem with my account.
  • I have another question.

We understand that every problem is different, but we've categorized the "I have another question" section with the following subjects:

  • I have a problem with a transaction.
  • I have a problem with a product on Cardmarket.
  • I have a problem with / question about the Cardmarket A.P.I.
  • I would like to report a bug.
  • I have a question about the Cardmarket Series.
  • I would like to provide feedback about the website.
  • Other

Whenever you use the contact form, you can provide a description and attachment. We also advise you to summarize your problem in one sentence in the "subject" line, as this really helps our support department process your tickets quickly.

Be aware that if you have a problem with a shipment, product, or transaction, you are required to enter the respective ID. You can always find this ID by checking the shipment, product, or transaction that you have a problem with.

Accessing the Helpdesk Through Specific Pages

While you could access the helpdesk by clicking on "helpdesk" in the top menu, you can also reach these pages directly from a shipment, transaction details, Cardmarket Series tickets, a product on Cardmarket, or your account. To access the help desk from these pages, click on link in the top right. Accessing the helpdesk through this link automatically sets the category of your problem and passes relevant information such as a shipping ID or product name.

Behavior of Support Tickets in Overview

We've also slightly changed the behavior of tickets in your own ticket overview. On this page, you can directly view the tickets you currently have open with support as well as past tickets. Tickets have two states, "open" and "archived." Whenever a ticket has no activity for more than 30 days, the status is now automatically changed to archived. Responding to an archived ticket will automatically open it again, so creating a new ticket for an existing issue is no longer required.