Customers can access their tickets from their customer account. Customer can see a list of tickets sended. In this list appears:
- Ticket reference
- Subject
- State
- Priority
- Date add
- Date update or last message
Customers must register or log in to send a ticket. It is possible to access ticket information, view conversations and give an answer.
When a client sends a new ticket or sends a new response, the corresponding department receives an email with news.
Whenever an employee responds to a ticket, the client receives an email to keep him informed.
In the order details, the customer can see a list of tickets associated with the order. In addition, from this place, you have the possibility to create a new ticket associated with the order.
From the Backoffice menu you can manage the tickets. Inside Sell Cetasko appears. Within Cetasko the following options are available:
Dashboard
The number of open tickets, the average response time in 30 days and the quality of the support can be seen in summary in this dashboard.
You can also see a list of the best employees with the degree of satisfaction rating by customers and the average response time of each of them.
On the dashboard you can see a graph of:
- Tickets by state
- Tickets by priority
- Tickets by department
Open or pending tickets can also be seen in this section.
Departaments
You can create countless departments that can be associated with an employee. Customers can send a ticket to a specific department from the add ticket page.
Tickets
On this page all tickets are managed where a list with all received tickets appears. An employee can see the ticket information, give an answer, edit or delete.
States
By default, 5 states are installed for the tickets:
- Open
- In process
- Waiting answer
- In tail
- Closed
In this section you can manage the tickets states. You can edit, add, delete and activate the states.
Priorities
By default, 2 priorities are installed for the tickets:
In this section you can manage the ticket priorities. You can edit, delete and add new priorities for tickets.
Predefined messages
You can create an infinity of predefined messages that you can then use in the responses of the tickets to speed up the communication.
In addition to all this, in the client file you can see a list of all the tickets that client has sent. As an administrator, you have the possibility to add a new ticket for that client.
In the order detail, you can also see all the tickets related to the order. You have the possibility to add a new ticket for the order.
Advanced search
It is true that the list of tickets that appears in the Backoffice already have a filter or search engine that allows you to find tickets according to the ticket reference, order reference, subject, name and surname of the client, department, status, priority, position, creation date and date of the last message.
This filter built into the ticket list does not search for keywords in ticket descriptions and messages.
For that, as of version 3.7.0 a new "Search" link was added to the Cetasko menu of the Backoffice side menu.
Other functions
In addition to all this, in the client file you can see a list of all the tickets that client has sent. As an administrator, you have the possibility to add a new ticket for that client.
In the order detail, you can also see all the tickets related to the order. You have the possibility to add a new ticket for the order.
Configuration
In the module configuration it is possible to:
- Set the department by default.
- Set the state by default.
- Set the priority by default.
- Enable the rich text editor for messages.
- Allow attachments.
- Indicate the extensions of allowed attachments.
- Fill in a welcome text that will be displayed on the welcome page to the technical support center.
- Writes and display an alert message to inform customers of any unforeseen or additional information.
TECHNICAL CHARACTERISTICS
- Web design adaptable to all devices with Bootstrap 3.0+ technology.
- Rich text editor (Tinymce)
- Multi shop
- Multi language
- Open source code to modify as needed
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