Ticket created
System
2023-06-15 09:23
Customer sent a message
Hello, I'm having trouble with my payment. It keeps failing at checkout.
John Smith
2023-06-15 09:23
Ticket assigned
Ticket assigned to Sarah Johnson
System
2023-06-15 09:24
Agent sent a message
I'm sorry to hear that, Mr. Smith. Can you tell me what error message you're seeing?
Sarah Johnson
2023-06-15 09:25
Customer sent a message
It says "Transaction declined: Error E-4032"
John Smith
2023-06-15 09:26
Agent sent a message
Thank you for that information. That error typically indicates an issue with the payment processor. Let me check the system status and get back to you shortly.
Sarah Johnson
2023-06-15 09:28
Status changed
Sarah Johnson
2023-06-15 09:30
Internal note added
Checking with the payment gateway team about the E-4032 error code.
Sarah Johnson
2023-06-15 09:45
Call with customer
Discussed the payment issue and potential solutions.
Sarah Johnson
2023-06-15 10:15
Ticket escalated
Escalated to Technical Support for further investigation.
Sarah Johnson
2023-06-15 10:30