Before adding a Ticket, we must first add departments, priorities, and statuses. Most of them are already configured in our application, but you can also add new ones as per your requirements.
Support departments are the ticket categories. The first step in the process of adding a ticket is to choose a department.
Note: To add new staff, click the Create New User button or visit Settings->Users->New User, fill the information and select Staff as the Role.
New tickets will now be automatically assigned to staff based on your configuration.
When you have to deal with hundreds of tickets every day, it is almost impossible to decide which one to work first. And that is why tickets have assigned priorities. A ticket can be prioritized as Urgent, High, Medium or Low by its requester.
You can also add new ticket statuses through the Manage Status tab.
This new status will now be displayed to the Admin/Staff users in the Status dropdown field while adding or modifying a ticket.
Users can create tickets from their Member Area. They can create tickets only if they are a subscriber of a product having the ticket option enabled. As an Admin/Staff, you can create a ticket as follows:
Email templates are preformatted and/or prewritten emails that are sent to your users on performing a specific action.
You can easily convert tickets into forum topics and build a strong support system where your customers can easily find the answers to their questions which have already been replied by you.
Your ticket is now converted to a Forum topic, you can view it at Components->Forums->Threads.
Go to Components->Tickets->Manage Tickets and click on the PDF button in front of a ticket to download a PDF copy of your ticket.
Staff can also create a new ticket on behalf of a user and reply in the same manner.
Click the Home icon in the tabs block to view a brief summary of all recent actions.