Description: This tool allows customers to open support requests or reports directly from their Reserved Area, ensuring centralized and traceable communication management.
What is it for? (Practical examples)
Use the Ticket Module to:
- Centralize Support: Offer your customers an official and traceable channel to report problems or ask complex questions, avoiding the dispersion of requests via generic emails.
- Track Request Status: Allow the customer to monitor whether their request is "In progress" or "Completed" and view the complete conversation history.
- Manage Internal Communications: Staff can quickly view all tickets opened by a specific customer directly from the management panel.
Main Features
1. Creating a new ticket
The user can start a new request by providing the following details:
- Subject: A brief title summarizing the problem or request.
- Recipients (CC): It is possible to add secondary email addresses (in addition to their own) that will receive updates and responses related to the ticket. The system verifies that the entered addresses are valid.
- Initial message: An advanced text editor (rich text) allows formatting the message, using bold, lists, and inserting detailed content.
- Attachments: Ability to upload files or images to support the request.
2. Conversation management
Once created, the ticket becomes a tracked conversation:
- Reply: The user can reply to staff messages by adding text and new attachments until the ticket is closed.
- History: All interactions, both from the customer and staff, are displayed in chronological order.
- Ticket Closure: If the ticket is still "In progress," the user can manually close it, marking it as "Completed."
3. Status monitoring
In the general ticket list, the user can view the status of each request:
- In progress: The ticket is active and awaiting resolution or response.
- Completed: The ticket has been closed (by staff or the user).
How to configure
User profile configuration
If you want to use a name different from the default (first and last name) when interacting in tickets, you can change it in your user profile:
| Option | Description |
|---|---|
| Name to display in tickets | Allows setting a specific name (e.g., company name or nickname) that will be shown as the sender of the sent messages. |
Automatic integrations
The Ticket Module automatically integrates with the following system areas:
1. Client Area (Frontend)
- Menu item: A menu item titled "My tickets" is added in the customer's Reserved Area, allowing immediate access to the ticket list and creation function.
2. Client Management (Backend)
- Client tab: A tab named "Customer tickets" is added within the management panel of each individual customer. This tab shows the complete list of all tickets opened by that customer, with the possibility for staff to view the full conversation.
3. Messaging system
- Notifications and Replies: The module uses the integrated messaging and notification system to manage sending replies and notifications related to ticket opening and updates, ensuring communications occur through the Framework's standard channels.
