Ticket


1. Submit Ticket
Staffs can create a ticket for customer and the reply in one page.
Simply fill the appropriate fields to create the ticket.
Notice the predefined replies in reply section. It make easier for you to reply the ticket. You can customize it in Ticket->Predefined Reply.

2. Browse Tickets
You can browse the tickets with the filters provided.
To take an action simply check the tickets and choose Action at below.
The action allows you to take more than one ticket affected.
To view the detail click Ticket Ref on the list of the tickets.

3. Ticket's Detail
In ticket's detail page you can view the detail and reply the ticket.
Action on the browse tickets can be taken in this page too including to change departments and ticket's priority of the ticket.
Depend on the staff's permission, you can delete or edit messages in the ticket's detail. Admin can have unlimited permission.
Click edit icon to edit messages in ticket's detail.

4. Predefined Reply
Create predefined reply to generate common replies when customers ask the same or familiar questions.

Note :
  • When tickets locked by staff, other staffs cannot modify the tickets except reply and flag. Admin is the exception, they can have unlimited access.
  • Customize your signature in your profile (Personal->Profile) to add signature in every messages you wrote.
  • When reply the tickets customers will receive the notification. Customize this on Admin->Email Templates.
  • When you banned users, the related emails will not able to get your helpdesk anymore. If you want to view all banned user go to User->Banned Emails.