[BR] Support Ticket System

XF 2 Add-on [BR] Support Ticket System 3.2.1

Compatible With XenForo
2.0, 2.1
Visible Branding
No
This add-on provides you with an advanced ticket system that allows you to manage your clients’ issues, including in Featuring threaded discussions, Completing with staff groups, Ticket flagging, Varying priority levels, Predefined replies, Escalated rules and much more... Administrators are assigned on a departmental basis, so they have to access only the area they are meant to be dealing with.

FEATURES:
* Client Interface:

- Users can submit new tickets.
- Ability to add attachments on tickets or ticket replies.
- Ability to set priority on ticket creation.
- Ability to assign tickets to specific staff departments.
- Support the Redactor editor when submits a reply ticket.
- Email notifications of staff replies or ticket status changing.
- Users who create a ticket will be able to edit/close their ticket(s).
- Users who create many tickets will be able to manage their own tickets in an organized environment.
- The ability to allow guests to submit tickets (An email will send to guests that included a link to ticket and password to open ticket).
- Staff/members in a department can watch/ unwatch the department.

* Department Interface:
- Support staffs have access to the department panel which displays all tickets, active tickets, awaiting reply ticket.
- Alert & email notifications of new tickets and replies.
- Ability to re-assign tickets to another department.
- Ability to use predefined replies.
- Ability to edit/close/delete users' tickets.
- Ability to change ticket status.
- Ability to open a ticket for specific users.
- Support the Redactor editor when submits a reply ticket.
- Ability to set permission for staff/member in a department.

* Administrator Interface:
- Manage the option of a support ticket system.
- Manage permission to support ticket system for certain user groups.
- Manage staff departments and staff.
- Manage ticket statuses.
- Manage predefined reply categories and predefined replies.
- Manage automated escalations.
- View support ticket overview statistics.
- Inherit almost options from XenForo attachments, spam management.

* Options is where you change the vast majority of your support ticket system general setting.
- Include full message text support ticket in notification emails.
- Predefined reply snippet maximum length.
- A number of days to put a support ticket to be closed when no new reply or change.
- Number characters for ticket ID (random render).
- Number characters in the guest's ticket password (random render).

* Permissions are set of privileges that we provided to allow you grant permission for your customer and staff departments.
- It can use a support ticket system.
- Can open a support ticket.
- Can upload attachments to support the ticket.
- Can edit ticket message by the owner.
- Can edit support tickets by anyone.
- Can edit ticket message by anyone.
- Can view support tickets by anyone.
- Can delete support tickets.
- Can edit support ticket status.
- Can re-assign the support ticket department.
- Can open a support ticket for anyone.
- Can use a predefined reply.

* Ticket Statuses allow you to better organize your workflow & the setup area allows you to customize the default statuses as well as creating your own. The ticket system has 4 core statuses. These are Open, Answered, Customer-Reply, Awaiting Client Response & Closed. As the core system statuses, this means that tickets are set for them automatically by the system when various events occur. You can add additional statuses that you want and these will then appear in the admin ticket interface as options for you to assign tickets to when viewing or replying to them. The options you select allow you to determine how they are handled by the system.
- Status Color - A hexadecimal representation of the color to display that status in.
- Include in Active Tickets - Ticking this box includes the status in the tickets considered as open (or more precisely, not closed).
- Include in Awaiting Reply - Ticking this box includes the status in the tickets considered as awaiting a reply by staff.

* Departments are the categories of tickets and are user groups that inherit almost attributes & permission from XenForo's user group. Different staff can be assigned to different departments so you can have different areas handled by the different customers if required. Example Sales departments, Support departments, Billing departments, etc...

* Predefined Ticket Replies are useful if you get asked the same questions repeatedly via support tickets. With a predefined reply, this can be loaded into the reply form when replying to a user ticket and modified as required to answer the user's question.

* Automated Escalations are powerful if you want to change the status, department, and priority of a ticket or add a reply to the ticket automatically after a set time.

* Custom Fields allow you to collect additional information from your clients and allows you to set up an unlimited number of custom fields that apply to clients and/or support departments.

* Knowledgebase allows you to create a collection of frequently asked questions and answers. Knowledgebase can be grouped into categories, and categories can be either public or hidden.

NOTES:
- Predefined replies feature only supported on XenForo's default editor (Redactor)
- Please note when upgrading this addon from XF 1 to XF2:
+ You should grant permission for department and department's staff
+ Staff users should watch department to receiving email and notification on newly ticket creation and ticket reply

01_general_options.jpg
02_ticket_option.jpg
03_knowledge_base_option.jpg
03_statisics.jpg
04_list_department.jpg
05_add_department.jpg
06_edit_department.jpg
07_department_permission.jpg
08_member_department.jpg
09_predefined_replies.jpg
10_edit_predefined_replies.jpg
11_ticket_prefix.jpg
12_edit_ticket_prefix.jpg
13_ticket_field.jpg
14_ticket_status.jpg
15_escalations.jpg
16_cron_entries.jpg
17_rebuild_cache.jpg
18_user_permission.jpg
19_permission_department.jpg
20_user_permission_department.jpg
21_support_ticket_list.jpg
22_ticket_inline_mod.jpg
23_view_ticket.jpg
24_message_inline_mode.jpg
25_use_predefined_replies.jpg
26_assigned_tickets.jpg
27_list_watched_departments.jpg
28_watched_departments.jpg
29_watched_tickets.jpg
30_knowledge_bases.jpg
31_add_knowledge_bases.jpg
32_user_preferences.jpg
Author
XenFun
Downloads
0
Views
142
First release
Last update
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