<\/i>Features<\/h3>\n<\/div>\n\n\n- Working with All the Templates ( Including Responsive Themes) and source code is Open so can be easily customized.<\/li>\n
- Allow admin to create ticket status, ticket priority, ticket types, ticket custom field.<\/li>\n
- Allow to Merge tickets.<\/li>\n
- Allow split thread as a new ticket.<\/li>\n
- Allow admin to create customers.<\/li>\n
- Allow admin to create organization and manage tickets based on Organization level.<\/li>\n
- Allow admin to create multiple Agents and agent level.<\/li>\n
- Admin can create unlimited agent group.<\/li>\n
- Allow admin to create roles.<\/li>\n
- Admin can define business hours and holidays based on SLA\u2019s.<\/li>\n
- Allow admin to prepare responses with action.<\/li>\n
- Allow admin to create support center category.<\/li>\n
- Email tickets fetch support.<\/li>\n
- Reply by email.<\/li>\n
- Admin can create Service level agreements (SLA).<\/li>\n
- Complete Agents management system.<\/li>\n
- Event Triggers support found.<\/li>\n
- Custom fields support for tickets.<\/li>\n
- Complete and flexible ACL system.<\/li>\n
- Ticket Lock feature support.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n\n\n
<\/i>Installation<\/h3>\n<\/div>\n\nInstallation of the Helpdesk For Magento module is very simple. You just need to move the app, skin and library folder into Magento root folder.![\"Magento-helpdesk-install\"](\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/10\/Magento-helpdesk-install.webp\")
<\/p>\n
After moving both the folder flush the cache from magento admin module. Under system > cache management![\"cache-management\"](\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/10\/cache-management.webp\")
<\/p>\n<\/div>\n<\/div>\n
\n\n<\/i>Module Configuration<\/h3>\n<\/div>\n\nAdmin can configure the Magento help desk by log into the Magento admin panel> System configuration> then under the menu click on Ticket system then the whole ticket system menu will open which includes- Ticket system setting, Ticket status, Default, Ticket view, activity. We will discuss them one by one.![\"configuration1\"](\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/10\/configuration1.webp\")
<\/p>\n
Ticket system setting<\/div>\nBy clicking on Ticket system setting Admin can configure the ticket system according to the need. The screen will display like this.![\"config2\"](\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/10\/config2.webp\")
<\/p>\n
\n- Ticket system name<\/u>\u2013 In this admin have to set the name for the ticket system.<\/li>\n
- Ticket system Email i.d<\/u>\u2013 In this admin have to set the email i.d for the ticket system so that the emails can be sent from that mail i.d.<\/li>\n
- Allowed file size<\/u>\u2013 Admin can limit the file size to be uploaded by the customers.<\/li>\n
- No. of files allowed<\/u>\u2013 Admin can limit allowed the number of files to be uploaded. This feature can give a facility to those admins who have a shortage of disc space.<\/li>\n
- Required login for tickets<\/u>\u2013 Admin can set login required for a ticket (yes\/no). If admin set login requires YES<\/b> then customer have to log in to their accounts and then can generate tickets. If NO<\/b> then any customer can generate ticket without logging into the helpdesk.<\/li>\n
- Allowed file extensions<\/u>\u2013 Admin can allow all or limited file extension for customers.<\/li>\n
- Allow editor<\/u>\u2013 Admin can set allow the editor option- YES\/NO. If admin sets YES then the customer can use editor or admin sets no then customers can\u2019t use the editor.<\/li>\n
- Date format<\/u>\u2013 Admin have to set the date format so that the Helpdesk will display dates in this particular format.<\/li>\n
- The customer can delete tickets<\/u>\u2013 Admin can allow or restrict the customer to delete tickets or not.<\/li>\n<\/ul>\n
\n- The customer can delete own ticket thread<\/u>\u2013 Admin can allow or restrict the customer to delete the ticket thread.<\/li>\n
- Can add cc<\/u>\u2013 Admin can allow or restrict the customer to add cc.<\/li>\n
- The customer can close ticket<\/u>\u2013 In this admin can allow the customer to close the ticket by selecting YES and if admin selects NO then the customer can not close the ticket.<\/li>\n
- Priority on ticket creation page<\/u>\u2013 If YES then admin can display the priority at the ticket creation page and also customer can update the priority while creating the ticket or admin can restrict the customer by selecting NO.<\/li>\n
- Status on ticket creation page<\/u>-By selecting YES admin can display the status update drop down at the ticket creation page so that customers can update the ticket\u2019s status or admin can restrict them by selecting NO.<\/li>\n
- Group on ticket creation page<\/u>\u2013 By selecting YES admin can give the option at the ticket creation page, so that can set the group for the ticket or admin can simply select NO to hide the group option from ticket creation page.<\/li>\n<\/ul>\nTicket status<\/div>\n
After doing configuration of ticket system now admin has to set the ticket status according to the need. The screen will display like this.![\"config3\"](\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/10\/config3.webp\")
<\/p>\n
\n- Ticket open<\/u>\u2013 Set status when a ticket is open.<\/li>\n
- Ticket new<\/u>\u2013 Set status when a ticket is new.<\/li>\n
- Ticket pending<\/u>\u2013 Set status when a ticket is pending.<\/li>\n
- Ticket solved<\/u>\u2013 Set status when a ticket is solved.<\/li>\n
- Ticket closed<\/u>\u2013 Set status when a ticket is closed.<\/li>\n
- Ticket spam<\/u>\u2013 Set status when a ticket is a spam.<\/li>\n<\/ul>\nDefault<\/div>\n
Admin can configure the Default values for the areas, which can be automatically filled if a customer left them blank.![\"config4\"](\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/10\/config4.webp\")
<\/p>\n
\n- Default status<\/u>\u2013 Show selected default status when status is not defined.<\/li>\n
- Default ticket type<\/u>\u2013 Show selected default ticket when the type is not selected.<\/li>\n
- Default group<\/u>\u2013 Set selected default group when a group is not selected.<\/li>\n
- Default priority<\/u>\u2013 Show selected default priority when priority is not defined.<\/li>\n<\/ul>\nTicket view<\/div>\n
Admin can configure the ticket view area so that it will make changes to the ticket view page of any particular ticket![\"config5\"](\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/10\/config5.webp\")
<\/p>\n
\n- Ticket thread limit<\/u>\u2013 Admin can set ticket thread limit. e.g-1,2,3. So that customers can see only that number of tickets and if they want to see all the tickets they can expand it.<\/li>\n
- Draft saving time<\/u>\u2013 Admin can set draft saving time. So that whenever any agent or admin will be typing a message it will automatically save after that specified interval of time.<\/li>\n
- Lock view time<\/u>\u2013 Admin can manage the lock view time.<\/li>\n
- Lock expire time<\/u>\u2013 Admin can manage lock expire time.<\/li>\n<\/ul>\nActivity<\/div>\n
Admin can configure the activities which will be shown in the Dashboard. here is the configuration screen.![\"config61\"](\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/10\/config61.webp\")
<\/p>\n
\n- Activity Limit Dashboard<\/u>\u2013 Admin can limit the number of activity to be shown in the dashboard. The number of activities can be referred as the activities performed by Agents or Admin on the tickets like- status change, priority change etc.<\/li>\n
- Generate Activity<\/u>\u2013 Admin can select the items from the list for which the activity to be generated.<\/li>\n
- Select Activity Priority on Delete<\/u>\u2013 Admin can set activity priority on deleting a particular ticket.<\/li>\n
- Select Activity Priority on Add<\/u>\u2013 Admin can set activity priority on adding a new ticket.<\/li>\n
- Select Activity Priority on Edit<\/u>\u2013 Admin can set activity priority on editing a particular ticket.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n\n\n
<\/i>Helpdesk Management<\/h3>\n<\/div>\n\nAfter the installation and configuration help desk will be displayed under the admin panel.![\"Admin-view\"](\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/10\/Admin-view.webp\")
<\/p>\n<\/div>\n<\/div>\n
\n\n<\/i>Dashboard<\/h3>\n<\/div>\n![\"Dashboard\"](\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/10\/Dashboard.webp\")
<\/div>\n<\/div>\nIn Helpdesk, dashboard agent can view the Tickets by ticket\u2019s status and Recent activity which have been performed.<\/p>\n
There will be only 10 activities displayed in the list because the admin has configured the activity limit and set 10 activities, so the older activities will delete automatically if the new activity occurs.<\/p>\n
\n\n<\/i>Tickets Management<\/h3>\n<\/div>\n\nThe ticket management menu will have some sub-menu like the screenshot as under, so we will discuss them one by one.![\"Ticket-management\"](\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/10\/Ticket-management.webp\")
<\/p>\n
Manage Tickets<\/div>\nAgents can easily manage tickets in this helpdesk. Ticket list will be displayed after clicking Manage tickets. The screen will be like this.![\"Ticket-list\"](\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/10\/Ticket-list.webp\")
<\/p>\n
In this agents can use many features of this page like- Select various tickets, search tickets through filters, merge various tickets into one ticket, bulk update tickets.<\/p>\n
Action<\/u>\u2013 By using this feature agent can easily update various ticket in one click. At first agent have to select various tickets and then select an action from the drop-down then another dropdown will open with sub-menus then agent have to select the option and lastly, they have to click the SUBMIT<\/b> button and the selected tickets will be updated.![\"Bulk-action\"](\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/10\/Bulk-action.webp\")
<\/p>\n
Create ticket<\/u>:<\/b> Agent can create a new ticket, they have to fill all the details for the new tickets. They can reset the entered data and the fields will be blank again else they can save the ticket by clicking the save button.![\"Create-ticket\"](\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/10\/Create-ticket.webp\")
<\/p>\n
View\/Reply Ticket<\/u>:<\/b> In this, the agents can view the ticket and can add a reply to the ticket. This page is having lot many features to use.![\"View-reply-ticket\"](\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/10\/View-reply-ticket.webp\")
<\/p>\n\n- Reply:<\/b> Agents can reply tickets from this screen.<\/li>\n
- Add cc\/bcc:<\/b> Agents can add cc bcc for the reply if enabled from backend option.<\/li>\n
- Forward:<\/b> There is a feature that agents can forward the ticket, by clicking on the forward button the ticket content will appear in the reply text field.<\/li>\n
- Ticket note:<\/b> This ticket note can be added by one who will be working on the ticket. Admin\/Agent can add a note for future references.<\/li>\n
- Ticket tags:<\/b> This ticket tag can be added by the one who is working on the ticket. Tags help the Agent\/Admin to search the tickets in future using filters.<\/li>\n
- Lock view:<\/b> This feature indicates one or more agent is viewing that particular ticket. If only one agent is viewing or doing some work in that ticket then the marker will be blue and if more than 1 agent is viewing that particular ticket then the marker will turn red and show a pop-up with the name of the other agent working on that particular ticket.
![\"lock-view\"](\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/10\/lock-view.webp\")
<\/li>\n- Add note:<\/b> Admin\/agent can add an internal note to the ticket which will be visible to the agents only.<\/li>\n
- Mark spam:<\/b> Admin\/agent can mark the ticket as spam by clicking mark spam button.<\/li>\n
- Delete:<\/b> Admin\/Agent can delete ticket by clicking on delete button.
![\"Add-note\"](\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/10\/Add-note.webp\")
<\/li>\n- Response:<\/b> In this agent will choose a response from the list of responses which have made earlier for the ticket, the response will include various actions like-Group update, Priority update, reply added, etc so that it will be easy for the agents to add a response to a ticket.
![\"responses\"](\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/10\/responses.webp\")
<\/li>\n<\/ul>\nManage Ticket Type<\/div>\nHere agent can manage the ticket type by editing or adding a new type of the tickets. The agent can also enable disable the ticket type.![\"ticket-type\"](\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/10\/ticket-type.webp\")
<\/p>\n
Add ticket type<\/u><\/strong>\u2013 Here agent can easily add ticket type by filling some information about the type such as – Name, description and then have to select enable\/disable from the dropdown and then save it.![\"add-ticket-type\"](\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/10\/add-ticket-type.webp\")
<\/p>\nManage Ticket status<\/div>\nIn this menu agent can manage ticket\u2019s status, the agent can create, delete or enable\/disable the status. The agent can update\/edit the existing tickets.![\"ticket-status\"](\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/10\/ticket-status.webp\")
<\/p>\n
Add status<\/u><\/strong>\u2013 In this agent can add status, the agent has to set NAME and DESCRIPTION of the status\u00a0after that agent has to enable or disable it from the drop-down menu.![\"add-status\"](\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/10\/add-status.webp\")
<\/p>\nManage Ticket Priority<\/div>\nIn this menu, the agent can manage the priority status list. The agent can create new priority status, delete, enable\/disable or can edit the existing priority status.<\/p>\n
Add Ticket priority<\/u><\/strong>\u2013 In this agent have to set the name and description of the Priority, after that agent has to enable or disable the priority from the drop-down menu provided under and save it.![\"add-priority\"](\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/10\/add-priority.webp\")
<\/p>\nTicket custom attribute<\/div>\nIn this menu, the agent can add new ticket custom attribute to get additional data & information about the ticket from the buyers\/customers. So the agent can add any number of custom attributes and agent can also edit the existing custom attributes.![\"ticket-custom-attribute.\"](\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/10\/ticket-custom-attribute-1.webp\")
<\/p>\n
Add Ticket custom attribute<\/u><\/strong>\u2013 To add ticket custom attribute the agent have to fill all the information like-<\/p>\nAttribute code:<\/strong> This code will be unique and can\u2019t be changed further. The agent can give a code to the custom attribute.<\/p>\nField dependency:<\/strong> Then agent have to set the field dependency on any ticket type then the custom field will display to that ticket type only. If the agent wants to show it to every ticket then just have to leave it blank.<\/p>\nInput type:<\/strong> In this agent have to select the input type so that they can get information from the customer.<\/p>\nValues required:<\/strong> In this agent can select some required fields which the customer must have to fill.<\/p>\nInput validation:<\/strong> By this option, the agent can make validation to the data entered for the custom attribute.![\"add-custom-attribute.\"](\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/10\/add-custom-attribute-1.webp\")
<\/p>\nManage label\/option<\/u><\/strong>\u2013 In this menu, the\u00a0agent can set the labels for the custom attribute to display in agent panel, default customer view, RWD. The\u00a0agent can also add the option for the custom attribute.![\"add-custom-attribute1\"](\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/10\/add-custom-attribute1.webp\")
<\/p>\n<\/div>\n<\/div>\n\n\n<\/i>Agent Management<\/h3>\n<\/div>\n\nThe system allows to add Agents and delete or edit the existing Agents. The system allows finding the Agents by using the filter.<\/p>\n
The agent can reply to tickets assigned to them.<\/p>\n
After defining the roles of the agent. They can do various task defined to them like – Can edit a ticket, Update the status, set priority, etc.![\"agent-management\"](\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/10\/agent-management.webp\")
<\/p>\n
Manage Agents<\/div>\nIn this agent can manage agents by editing the existing agents, creating new agents.![\"Agent-management1\"](\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/10\/Agent-management1.webp\")
<\/p>\n
In the above screenshot, the list of agents is displayed and agent can search agents by using filters, can view\/edit by clicking on the agent, or can add new agent by clicking on add new button.<\/p>\n
Add agent<\/u><\/b>\u2013 In this agent will add new agents and set the roles, ticket view scope, etc.<\/p>\n
Admin\/Agent can set their signature so that they can add it in the reply.<\/p>\n
Ticket access level:<\/strong> System allows to select the Ticket access level of agents like- Own ticket access, Group access, global access.<\/p>\nOwn ticket access:<\/strong> Helpdesk gives the feature to restrict the agent to reply and edit other than his tickets so that they can reply and edit their own tickets only which have been assigned to them.<\/p>\nGroup access:<\/strong> In this agent have the access to the tickets of every agent in a particular group. The agent can reply and edit any ticket of that particular group.<\/p>\nGlobal access:<\/strong> In this, the agent will be able to access all the tickets of the helpdesk and can reply or edit any ticket.![\"add-agent\"](\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/10\/add-agent.webp\")
<\/p>\nHelpdesk gives the feature to set the agent’s role by clicking on agent role. Helpdesk allows selecting any role for the agent so that agent will have those authorities which the role includes.![\"add-agent1\"](\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/10\/add-agent1.webp\")
<\/p>\n
These roles for the agent can be made in the helpdesk which we will discuss in next point.<\/p>\n
Manage Agent roles<\/div>\nHere helpdesk allows managing the agent role by creating a new role or by editing the existing roles of the agents. The screen will look like this.![\"agent-role\"](\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/10\/agent-role.webp\")
The above screenshot shows the roles list and a button to add role, by clicking on add new role the screen will display like this.<\/p>\n
Add new role<\/u><\/b>\u2013 In this helpdesk allows to add a new role for the agents.![\"add-role\"](\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/10\/add-role.webp\")
In the above screen, an agent has given a name to the new role.<\/p>\n
Now here system allows selecting the authorities\/resources for this particular role, so that when this role will be assigned to any agent then the agent can perform these tasks.![\"add-role1\"](\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/10\/add-role1.webp\")
<\/p>\n
Manage Agent level<\/div>\nIn this helpdesk allows managing the agents level. Agent level defines the level of expertise and knowledge the agent is having.![\"agent-level\"](\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/10\/agent-level.webp\")
<\/p>\n
Add level<\/u><\/b>\u2013 In this agent can add a new level and have to give a new name and write its description in the boxes and after that agent can enable or disable the new level from the drop-down menu.![\"add-level\"](\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/10\/add-level.webp\")
<\/p>\nManage group<\/div>\nHere helpdesk allows making various groups for the tickets and agents so that agents can see the tickets of their groups and can work on all those tickets.![\"agent-group\"](\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/10\/agent-group.webp\")
<\/p>\n
The above screenshot is showing the list of groups which have been made by the agent and their business hours.<\/p>\n
Add group<\/u><\/b>\u2013 Here agent can add a new group by filling the information on the boxes, adding an agent to the group and by enabling the group.![\"add-group\"](\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/10\/add-group.webp\")
<\/p>\n<\/div>\n<\/div>\n\n\n<\/i>Customer Management<\/h3>\n<\/div>\n\nHere agent can manage customer by editing the existing or by creating new customer the agent can easily MAP customers of the store with the helpdesk.<\/p>\n
Manage Customer<\/div>\nIn this agent can add customers and can delete or edit the existing customers. The agent can also find the customers by using the filter.<\/p>\n
Why make customers?![\"manage-customer\"](\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/10\/manage-customer.webp\")
<\/p>\n
Add customer<\/u><\/b>\u2013 In this agent can add customers by filling all the details like name, email, and by selecting the helpdesk customer from the dropdown.<\/p>\n
By making customers it will merge the data of store\u2019s customers with the same customer of helpdesk and by merging the data mapping will be easy.![\"add-customer\"](\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/10\/add-customer.webp\")
<\/p>\n
Manage Organization<\/div>\nIn this agent will manage the organization. By creating organization agent can put customers in the different organization from which they belong.![\"manage-org\"](\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/10\/manage-org.webp\")
<\/p>\n
Add new organization<\/u><\/b>\u2013 The agent can easily add organization and while making an organization they can add customers in it.![\"add-organisation\"](\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/10\/add-organisation.webp\")
<\/p>\n<\/div>\n<\/div>\n
- \n
- Working with All the Templates ( Including Responsive Themes) and source code is Open so can be easily customized.<\/li>\n
- Allow admin to create ticket status, ticket priority, ticket types, ticket custom field.<\/li>\n
- Allow to Merge tickets.<\/li>\n
- Allow split thread as a new ticket.<\/li>\n
- Allow admin to create customers.<\/li>\n
- Allow admin to create organization and manage tickets based on Organization level.<\/li>\n
- Allow admin to create multiple Agents and agent level.<\/li>\n
- Admin can create unlimited agent group.<\/li>\n
- Allow admin to create roles.<\/li>\n
- Admin can define business hours and holidays based on SLA\u2019s.<\/li>\n
- Allow admin to prepare responses with action.<\/li>\n
- Allow admin to create support center category.<\/li>\n
- Email tickets fetch support.<\/li>\n
- Reply by email.<\/li>\n
- Admin can create Service level agreements (SLA).<\/li>\n
- Complete Agents management system.<\/li>\n
- Event Triggers support found.<\/li>\n
- Custom fields support for tickets.<\/li>\n
- Complete and flexible ACL system.<\/li>\n
- Ticket Lock feature support.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n\n\n
<\/i>Installation<\/h3>\n<\/div>\n
\nInstallation of the Helpdesk For Magento module is very simple. You just need to move the app, skin and library folder into Magento root folder.
<\/p>\nAfter moving both the folder flush the cache from magento admin module. Under system > cache management
<\/p>\n<\/div>\n<\/div>\n\n\n<\/i>Module Configuration<\/h3>\n<\/div>\n
\nAdmin can configure the Magento help desk by log into the Magento admin panel> System configuration> then under the menu click on Ticket system then the whole ticket system menu will open which includes- Ticket system setting, Ticket status, Default, Ticket view, activity. We will discuss them one by one.
<\/p>\nTicket system setting<\/div>\nBy clicking on Ticket system setting Admin can configure the ticket system according to the need. The screen will display like this.
<\/p>\n- \n
- Ticket system name<\/u>\u2013 In this admin have to set the name for the ticket system.<\/li>\n
- Ticket system Email i.d<\/u>\u2013 In this admin have to set the email i.d for the ticket system so that the emails can be sent from that mail i.d.<\/li>\n
- Allowed file size<\/u>\u2013 Admin can limit the file size to be uploaded by the customers.<\/li>\n
- No. of files allowed<\/u>\u2013 Admin can limit allowed the number of files to be uploaded. This feature can give a facility to those admins who have a shortage of disc space.<\/li>\n
- Required login for tickets<\/u>\u2013 Admin can set login required for a ticket (yes\/no). If admin set login requires YES<\/b> then customer have to log in to their accounts and then can generate tickets. If NO<\/b> then any customer can generate ticket without logging into the helpdesk.<\/li>\n
- Allowed file extensions<\/u>\u2013 Admin can allow all or limited file extension for customers.<\/li>\n
- Allow editor<\/u>\u2013 Admin can set allow the editor option- YES\/NO. If admin sets YES then the customer can use editor or admin sets no then customers can\u2019t use the editor.<\/li>\n
- Date format<\/u>\u2013 Admin have to set the date format so that the Helpdesk will display dates in this particular format.<\/li>\n
- The customer can delete tickets<\/u>\u2013 Admin can allow or restrict the customer to delete tickets or not.<\/li>\n<\/ul>\n
- \n
- The customer can delete own ticket thread<\/u>\u2013 Admin can allow or restrict the customer to delete the ticket thread.<\/li>\n
- Can add cc<\/u>\u2013 Admin can allow or restrict the customer to add cc.<\/li>\n
- The customer can close ticket<\/u>\u2013 In this admin can allow the customer to close the ticket by selecting YES and if admin selects NO then the customer can not close the ticket.<\/li>\n
- Priority on ticket creation page<\/u>\u2013 If YES then admin can display the priority at the ticket creation page and also customer can update the priority while creating the ticket or admin can restrict the customer by selecting NO.<\/li>\n
- Status on ticket creation page<\/u>-By selecting YES admin can display the status update drop down at the ticket creation page so that customers can update the ticket\u2019s status or admin can restrict them by selecting NO.<\/li>\n
- Group on ticket creation page<\/u>\u2013 By selecting YES admin can give the option at the ticket creation page, so that can set the group for the ticket or admin can simply select NO to hide the group option from ticket creation page.<\/li>\n<\/ul>\n
Ticket status<\/div>\nAfter doing configuration of ticket system now admin has to set the ticket status according to the need. The screen will display like this.
<\/p>\n- \n
- Ticket open<\/u>\u2013 Set status when a ticket is open.<\/li>\n
- Ticket new<\/u>\u2013 Set status when a ticket is new.<\/li>\n
- Ticket pending<\/u>\u2013 Set status when a ticket is pending.<\/li>\n
- Ticket solved<\/u>\u2013 Set status when a ticket is solved.<\/li>\n
- Ticket closed<\/u>\u2013 Set status when a ticket is closed.<\/li>\n
- Ticket spam<\/u>\u2013 Set status when a ticket is a spam.<\/li>\n<\/ul>\n
Default<\/div>\nAdmin can configure the Default values for the areas, which can be automatically filled if a customer left them blank.
<\/p>\n- \n
- Default status<\/u>\u2013 Show selected default status when status is not defined.<\/li>\n
- Default ticket type<\/u>\u2013 Show selected default ticket when the type is not selected.<\/li>\n
- Default group<\/u>\u2013 Set selected default group when a group is not selected.<\/li>\n
- Default priority<\/u>\u2013 Show selected default priority when priority is not defined.<\/li>\n<\/ul>\n
Ticket view<\/div>\nAdmin can configure the ticket view area so that it will make changes to the ticket view page of any particular ticket
<\/p>\n- \n
- Ticket thread limit<\/u>\u2013 Admin can set ticket thread limit. e.g-1,2,3. So that customers can see only that number of tickets and if they want to see all the tickets they can expand it.<\/li>\n
- Draft saving time<\/u>\u2013 Admin can set draft saving time. So that whenever any agent or admin will be typing a message it will automatically save after that specified interval of time.<\/li>\n
- Lock view time<\/u>\u2013 Admin can manage the lock view time.<\/li>\n
- Lock expire time<\/u>\u2013 Admin can manage lock expire time.<\/li>\n<\/ul>\n
Activity<\/div>\nAdmin can configure the activities which will be shown in the Dashboard. here is the configuration screen.
<\/p>\n- \n
- Activity Limit Dashboard<\/u>\u2013 Admin can limit the number of activity to be shown in the dashboard. The number of activities can be referred as the activities performed by Agents or Admin on the tickets like- status change, priority change etc.<\/li>\n
- Generate Activity<\/u>\u2013 Admin can select the items from the list for which the activity to be generated.<\/li>\n
- Select Activity Priority on Delete<\/u>\u2013 Admin can set activity priority on deleting a particular ticket.<\/li>\n
- Select Activity Priority on Add<\/u>\u2013 Admin can set activity priority on adding a new ticket.<\/li>\n
- Select Activity Priority on Edit<\/u>\u2013 Admin can set activity priority on editing a particular ticket.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n
\n\n<\/i>Helpdesk Management<\/h3>\n<\/div>\n
\nAfter the installation and configuration help desk will be displayed under the admin panel.
<\/p>\n<\/div>\n<\/div>\n\n\n<\/i>Dashboard<\/h3>\n<\/div>\n
<\/div>\n<\/div>\nIn Helpdesk, dashboard agent can view the Tickets by ticket\u2019s status and Recent activity which have been performed.<\/p>\n
There will be only 10 activities displayed in the list because the admin has configured the activity limit and set 10 activities, so the older activities will delete automatically if the new activity occurs.<\/p>\n
\n\n<\/i>Tickets Management<\/h3>\n<\/div>\n
\nThe ticket management menu will have some sub-menu like the screenshot as under, so we will discuss them one by one.
<\/p>\nManage Tickets<\/div>\nAgents can easily manage tickets in this helpdesk. Ticket list will be displayed after clicking Manage tickets. The screen will be like this.
<\/p>\nIn this agents can use many features of this page like- Select various tickets, search tickets through filters, merge various tickets into one ticket, bulk update tickets.<\/p>\n
Action<\/u>\u2013 By using this feature agent can easily update various ticket in one click. At first agent have to select various tickets and then select an action from the drop-down then another dropdown will open with sub-menus then agent have to select the option and lastly, they have to click the SUBMIT<\/b> button and the selected tickets will be updated.
<\/p>\nCreate ticket<\/u>:<\/b> Agent can create a new ticket, they have to fill all the details for the new tickets. They can reset the entered data and the fields will be blank again else they can save the ticket by clicking the save button.
<\/p>\nView\/Reply Ticket<\/u>:<\/b> In this, the agents can view the ticket and can add a reply to the ticket. This page is having lot many features to use.
<\/p>\n- \n
- Reply:<\/b> Agents can reply tickets from this screen.<\/li>\n
- Add cc\/bcc:<\/b> Agents can add cc bcc for the reply if enabled from backend option.<\/li>\n
- Forward:<\/b> There is a feature that agents can forward the ticket, by clicking on the forward button the ticket content will appear in the reply text field.<\/li>\n
- Ticket note:<\/b> This ticket note can be added by one who will be working on the ticket. Admin\/Agent can add a note for future references.<\/li>\n
- Ticket tags:<\/b> This ticket tag can be added by the one who is working on the ticket. Tags help the Agent\/Admin to search the tickets in future using filters.<\/li>\n
- Lock view:<\/b> This feature indicates one or more agent is viewing that particular ticket. If only one agent is viewing or doing some work in that ticket then the marker will be blue and if more than 1 agent is viewing that particular ticket then the marker will turn red and show a pop-up with the name of the other agent working on that particular ticket.
<\/li>\n- Add note:<\/b> Admin\/agent can add an internal note to the ticket which will be visible to the agents only.<\/li>\n
- Mark spam:<\/b> Admin\/agent can mark the ticket as spam by clicking mark spam button.<\/li>\n
- Delete:<\/b> Admin\/Agent can delete ticket by clicking on delete button.
<\/li>\n- Response:<\/b> In this agent will choose a response from the list of responses which have made earlier for the ticket, the response will include various actions like-Group update, Priority update, reply added, etc so that it will be easy for the agents to add a response to a ticket.
<\/li>\n<\/ul>\nManage Ticket Type<\/div>\nHere agent can manage the ticket type by editing or adding a new type of the tickets. The agent can also enable disable the ticket type.
<\/p>\nAdd ticket type<\/u><\/strong>\u2013 Here agent can easily add ticket type by filling some information about the type such as – Name, description and then have to select enable\/disable from the dropdown and then save it.
<\/p>\nManage Ticket status<\/div>\nIn this menu agent can manage ticket\u2019s status, the agent can create, delete or enable\/disable the status. The agent can update\/edit the existing tickets.
<\/p>\nAdd status<\/u><\/strong>\u2013 In this agent can add status, the agent has to set NAME and DESCRIPTION of the status\u00a0after that agent has to enable or disable it from the drop-down menu.
<\/p>\nManage Ticket Priority<\/div>\nIn this menu, the agent can manage the priority status list. The agent can create new priority status, delete, enable\/disable or can edit the existing priority status.<\/p>\n
Add Ticket priority<\/u><\/strong>\u2013 In this agent have to set the name and description of the Priority, after that agent has to enable or disable the priority from the drop-down menu provided under and save it.
<\/p>\nTicket custom attribute<\/div>\nIn this menu, the agent can add new ticket custom attribute to get additional data & information about the ticket from the buyers\/customers. So the agent can add any number of custom attributes and agent can also edit the existing custom attributes.
<\/p>\nAdd Ticket custom attribute<\/u><\/strong>\u2013 To add ticket custom attribute the agent have to fill all the information like-<\/p>\n
Attribute code:<\/strong> This code will be unique and can\u2019t be changed further. The agent can give a code to the custom attribute.<\/p>\n
Field dependency:<\/strong> Then agent have to set the field dependency on any ticket type then the custom field will display to that ticket type only. If the agent wants to show it to every ticket then just have to leave it blank.<\/p>\n
Input type:<\/strong> In this agent have to select the input type so that they can get information from the customer.<\/p>\n
Values required:<\/strong> In this agent can select some required fields which the customer must have to fill.<\/p>\n
Input validation:<\/strong> By this option, the agent can make validation to the data entered for the custom attribute.
<\/p>\nManage label\/option<\/u><\/strong>\u2013 In this menu, the\u00a0agent can set the labels for the custom attribute to display in agent panel, default customer view, RWD. The\u00a0agent can also add the option for the custom attribute.
<\/p>\n<\/div>\n<\/div>\n\n\n<\/i>Agent Management<\/h3>\n<\/div>\n
\nThe system allows to add Agents and delete or edit the existing Agents. The system allows finding the Agents by using the filter.<\/p>\n
The agent can reply to tickets assigned to them.<\/p>\n
After defining the roles of the agent. They can do various task defined to them like – Can edit a ticket, Update the status, set priority, etc.
<\/p>\nManage Agents<\/div>\nIn this agent can manage agents by editing the existing agents, creating new agents.
<\/p>\nIn the above screenshot, the list of agents is displayed and agent can search agents by using filters, can view\/edit by clicking on the agent, or can add new agent by clicking on add new button.<\/p>\n
Add agent<\/u><\/b>\u2013 In this agent will add new agents and set the roles, ticket view scope, etc.<\/p>\n
Admin\/Agent can set their signature so that they can add it in the reply.<\/p>\n
Ticket access level:<\/strong> System allows to select the Ticket access level of agents like- Own ticket access, Group access, global access.<\/p>\n
Own ticket access:<\/strong> Helpdesk gives the feature to restrict the agent to reply and edit other than his tickets so that they can reply and edit their own tickets only which have been assigned to them.<\/p>\n
Group access:<\/strong> In this agent have the access to the tickets of every agent in a particular group. The agent can reply and edit any ticket of that particular group.<\/p>\n
Global access:<\/strong> In this, the agent will be able to access all the tickets of the helpdesk and can reply or edit any ticket.
<\/p>\nHelpdesk gives the feature to set the agent’s role by clicking on agent role. Helpdesk allows selecting any role for the agent so that agent will have those authorities which the role includes.
<\/p>\nThese roles for the agent can be made in the helpdesk which we will discuss in next point.<\/p>\n
Manage Agent roles<\/div>\nHere helpdesk allows managing the agent role by creating a new role or by editing the existing roles of the agents. The screen will look like this.
The above screenshot shows the roles list and a button to add role, by clicking on add new role the screen will display like this.<\/p>\nAdd new role<\/u><\/b>\u2013 In this helpdesk allows to add a new role for the agents.
In the above screen, an agent has given a name to the new role.<\/p>\nNow here system allows selecting the authorities\/resources for this particular role, so that when this role will be assigned to any agent then the agent can perform these tasks.
<\/p>\nManage Agent level<\/div>\nIn this helpdesk allows managing the agents level. Agent level defines the level of expertise and knowledge the agent is having.
<\/p>\nAdd level<\/u><\/b>\u2013 In this agent can add a new level and have to give a new name and write its description in the boxes and after that agent can enable or disable the new level from the drop-down menu.
<\/p>\nManage group<\/div>\nHere helpdesk allows making various groups for the tickets and agents so that agents can see the tickets of their groups and can work on all those tickets.
<\/p>\nThe above screenshot is showing the list of groups which have been made by the agent and their business hours.<\/p>\n
Add group<\/u><\/b>\u2013 Here agent can add a new group by filling the information on the boxes, adding an agent to the group and by enabling the group.
<\/p>\n<\/div>\n<\/div>\n\n\n<\/i>Customer Management<\/h3>\n<\/div>\n
\nHere agent can manage customer by editing the existing or by creating new customer the agent can easily MAP customers of the store with the helpdesk.<\/p>\n
Manage Customer<\/div>\nIn this agent can add customers and can delete or edit the existing customers. The agent can also find the customers by using the filter.<\/p>\n
Why make customers?
<\/p>\nAdd customer<\/u><\/b>\u2013 In this agent can add customers by filling all the details like name, email, and by selecting the helpdesk customer from the dropdown.<\/p>\n
By making customers it will merge the data of store\u2019s customers with the same customer of helpdesk and by merging the data mapping will be easy.
<\/p>\nManage Organization<\/div>\nIn this agent will manage the organization. By creating organization agent can put customers in the different organization from which they belong.
<\/p>\nAdd new organization<\/u><\/b>\u2013 The agent can easily add organization and while making an organization they can add customers in it.
<\/p>\n<\/div>\n<\/div>\n - Add cc\/bcc:<\/b> Agents can add cc bcc for the reply if enabled from backend option.<\/li>\n
- Generate Activity<\/u>\u2013 Admin can select the items from the list for which the activity to be generated.<\/li>\n
- Draft saving time<\/u>\u2013 Admin can set draft saving time. So that whenever any agent or admin will be typing a message it will automatically save after that specified interval of time.<\/li>\n
- Default ticket type<\/u>\u2013 Show selected default ticket when the type is not selected.<\/li>\n
- Ticket new<\/u>\u2013 Set status when a ticket is new.<\/li>\n
- Can add cc<\/u>\u2013 Admin can allow or restrict the customer to add cc.<\/li>\n
- Ticket system Email i.d<\/u>\u2013 In this admin have to set the email i.d for the ticket system so that the emails can be sent from that mail i.d.<\/li>\n
- Ticket system name<\/u>\u2013 In this admin have to set the name for the ticket system.<\/li>\n
![\"manage-business-hour\"](\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/09\/business-hour.png\")
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