Support Tickets

Successful online businesses provide great support, and the Help Center is your all-in-one way to give existing community members plus potential customers the ability to contact and report issues to you. This full-featured module provides you with all of the tools you will need in order to maintain a successful customer support center. Feature-rich and user friendly, the Administrator can allow non-members to create tickets or just limit this functionality to site members only.

The Support Ticket system, is your one-stop solution for keeping in contact with your site-members. It can help you keep track of bugs, feature/product suggestions, customer inquiries or requests for information. Allow customers to submit support tickets with different types of priorities that are color-coded to distinguish the level of urgency. Submitted tickets are categorized in departments which allows segregation of the different types of tickets that are submitted to you. Also, keep track of the status of a ticket, so you can tell which ones have been answered/solved by marking them as either 'Open', 'On-Hold', or 'Closed'.


TICKET SUBMISSION

A ticket will consist of the following parts :

  Customer Name and Email.

  Subject and Body.

  Department it is intended for.

  Priority (How important the issue is).

  Optional Attachments (Photo and File).


Auto Assignment - When a Staff member is creating a Ticket, it is possible to immediately assign the Ticket to someone.


TICKET MANAGEMENT

After a Ticket is submitted, it can be managed in various ways by the Support Staff. Staff can change the following aspects :

  Status - Whether it is resolved etc.
  Resolution - Whether it is near completion and the reported issue is ready for testing etc.
  Severity - How serious the issue is ... eg. must be fixed in next release etc.
  Reproducability - Whether the problem can be reproduced or not etc.
  Priority - How important the Ticket is.

Additionally, Support Staff can :

  Change the department the Ticket is assigned to.
  Change the staff member the Ticket is assigned to.
  Add Notes to the ticket.
  Lock the ticket.


STAFF MEMBERS

It is possible to create Staff members who are responsible for managing the Ticket Support System.

When creating a Staff member, it is possible to input the following details :

  a) Their display Name and Staff Position.

  b) Their Contact details (visible to Administrators)

  c) The department they are attached to.

  d) Whether or not Tickets can be auto-assigned to that member.

  e) Their Signature which will be displayed in Ticket responses.

  f) Their Privileges, see options below :

    Reply to tickets
    Delete tickets
    Edit ticket replies
    Merge tickets
    Edit any ticket notes
    Delete any ticket notes
    Edit any ticket comments
    Delete any ticket comments
    Change ticket category
    Can assign tickets to self
    Can assign tickets to others
    Can view tickets assigned to others
    Can view unassigned tickets
    Can change attributes (status, priority etc)


DEPARTMENTS

It is possible to create and manage different departments. Departments can be public or private. Clients cannot directly submit a ticket to a private department.


CANNED MESSAGES

It is possible to create canned messages. These are predefined responses from which a Staff member can select to send a quick response to a Client Ticket. Canned messages facilitates the use of Tags which will be replaced with Client info when the actual message is sent. For eg. you can use a Name Tag which will then be automatically replaced with the name of the particular client when the response is sent.


SEARCH

Ability for Staff members to browse for Tickets using the following parameters

  Tracking Number
  Title
  Department
  Priority
  Status


PRIORIRY

When a ticket is being submitted, a priority can be assigned to it so as to alerts the parties responsible for handling it of the urgency of the issue. If the ticket is being submitted by a Client, its possible to disable their ability to set the Priority. Support Staff can change Ticket Priority.


NOTES

Support Staff can post Notes on a Ticket. These are bits of information for future reference and they are viewable by other Staff members who access the Ticket.

Photos and Files can be attached to Notes.


COMMENTS

Comments are similar to notes except that they are also viewable by the client.


TICKET LOCKING

Support Staff can lock a Ticket to prevent further client responses. Locked Tickets can be unlocked.


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