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Magento Help Desk Extension

Updated 13 May 2015

Magento support ticket module is the single best ticket System for Magento platform. With the help of this help desk module customer can generate ticket to admin and store owner can easily manage the customer support management.

Features

  • Admin can create Departments.
  • Admin can create Staffs.
  • Admin can create Staff-Groups.
  • Staff user communication.
  • Very easy to use.
  • Based on osTicket means all the features will be like osTicket.
  • Department Admin can assign the ticket to Staff.
  • The admin can become super admin and can view all the tickets irrelevant of departments.
  • Ticket status check using email and ticket id.
  • Ticket search and filter option.
  • Customer can view all previous tickets at one place.
  • Admin or Super Admin can transfer the department of staff.
  • Any type of file can be uploaded with defined file size in Admin.

Installation

Its pretty easy you just need to move app and skin folder in to magento root that’s it.

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After moving both the folder flush the cache from Magento admin module. Under system >  cache management.

cache

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Ticket System

After successful installation of the module you will see a menu in magento admin for Ticket System.

main menu

As you can see there are four menus under Ticket System, let’s explain each menu one by one.

This menu is responsible for Adding and Managing Staff Detail.

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Click “Add Staff” to add staff detail. Here you need to enter first name, last name, email id, password, confirm password, select the department in which you want to assign them and status of staff.

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You can also delete or change status of staff in bulk.

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For Editing the staff detail click on the row of the grid and edit the required detail.

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After creating staff you can create admin for particular department:

For this go to ticket system -> Manage Department -> “select the required department to assign admin”.

Here in department admin select the name of the staff whom you want to assign the admin role.

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If you assign any staff to admin then you can also assign the role of super admin. for this go to Ticket System -> Manage Staff -> “select the staff to assign as super admin who is already an admin”.

Here there is option of Is super Admin select it as “YES”.

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This menu is responsible for Adding and Managing department detail.

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Click “Add New Department” to add new department detail. Here you need to add Department Name and select Status for department.

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You can also delete or change status of departments in bulk.

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For Editing the department detail click on the row of the grid and edit the required detail.

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From this menu you can create staff-groups, so that you can assign a ticket to group of tickets, so that, that group can interact simultaneously.

Staff-Group-Grid

To create a staff group click on the buttom “add staff group” then a form will display from there you can fill required field to create staff.

staff-group-form

Here You need to enter the size of file and Admin Email ID.

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Now, I am going to explain how Customer generate a Ticket From Front End:

Click on “Support Ticket” on the Right Top of the page as per screen shot.

2-10-2014 2-53-55 PM

After Clicking on the Support Ticket, a page opens which contain two Buttons as per screen shot.

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1. Open A New Ticket: Here customer submit ticket. For submitting ticket you need to enter Full name, Email ID, Telephone Number, Help Topic, Subject of Ticket and Your Query. If you have any attachment regarding ticket then you need to upload the attachment as per screen shot.

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After creating ticket, ticket number generate which you need to note down for future communication.

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2. Check Ticket Status- If a customer already generate ticket then he can check the status of ticket by entering Ticket ID and email id.

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After entering the details a customer can view generated ticket.

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In the above screenshot you can see three tabs:

1) Home: On clicking home it will redirect you home page of ticket system.

2) Open New Ticket: On clicking open new ticket you can raise another ticket.

3) My Tickets: On clicking you can view all your previously added ticket.

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Now move to admin means that how admin assign ticket to staff:

Ticket can be assign by both admin or super admin to staff

 [stextbox id=”info”]the only difference between admin and super admin is that admin can view only its department ticket and super admin can view all the ticket irrelevant to its department.[/stextbox]

for login as admin in your url write

<your url>/ticketsystem/staff

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Here enter admin email id and password

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After login Admin can see the grid Which contain few tabs which i explain you one by one:

1) Open: In this admin can view all not replied tickets.

2) Answered: In this admin can view all answered ticket.

3) Closed: In this admin can view all closed ticket.

4) My Tickets: In this admin can view all ticket irrespective of open, closed or Answered ticket.

5) Create New Ticket: In this admin can create new ticket.

6) Reset Filter : By clicking this admin can reset search filter.

On clicking any row inside the grid admin can view the ticket details.

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The above screenshot contains few tabs which i explain you one by one:

1) Open: In this admin can view all not replied tickets.

2) Answered: In this admin can view all answered ticket.

3) Closed: In this admin can view all closed ticket.

4) My Tickets: In this admin can view all ticket irrespective of open, closed or Answered ticket.

5) Create New Ticket: In this admin can create new ticket.

6) Check Order: On clicking it admin can view order detail.

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7) Close: On clicking admin can close the ticket by giving comment.

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8) Print: On clicking admin can print the ticket.

9) Post Reply: In this admin can give reply to customer.

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10) Dept. Transfer: Admin can transfer the ticket department
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11) Assign/Re-Assign Ticket: Admin can assign or reassign the ticket to staff.

assign-staff or group

Now move to how a Staff View/Reply the Assigned Ticket:

For login as staff, in your url write

<your url>/ticketsystem/staff
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Enter staff login detail

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After successful login you can see the grid Which contain few tabs which i explain you one by one:

1) Open: In this you can view all your not replied tickets.

2) Answered: In this you can view all your answered ticket.

3) Closed: In this you can view all your closed ticket.

4) My Tickets: In this you can view all ticket irrespective of open, closed or Answered ticket.

5) Create New Ticket: In this you can create new ticket.

6) Reset Filter: By clicking this you can reset your search filter.

On clicking any row inside the grid your can view the ticket details.

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the above screenshot contain few tabs which i explain you one by one:

1) Open: In this you can view all your not replied tickets.

2) Answered: In this you can view all your answered ticket.

3) Closed: In this you can view all your closed ticket.

4) My Tickets: In this you can view all ticket irrespective of open, closed or Answered ticket.

5) Close: On clicking you can close the ticket by giving your comment.

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8) Print: On clicking you can print the ticket.

That’s all for the Ticket System, still have any issue feel free to add a ticket and let us know your views to make the module better http://webkul.com/ticket/index.php

Current Product Version - 1.0.0

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