Helpdesk Support Tickets & Knowledgebase

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1 Helpdesk Supprt Tickets & Knwledgebase User Guide Versin 1.0 Website: Supprt: Please read this user guide carefully, it will help yu eliminate mst f ptential prblems with incrrect cnfiguratin f ur mdule and Magent.

2 Table f Cntents Intrductin f Helpdesk Supprt Tickets & Knwledgebase... 3 Ticket Creatin... 3 Knwledge base... 3 Ticket management... 3 Manage Department & Staff tickets ntificatins... 4 Predefined messages... 4 Aut-clse ticket... 4 Ticket Statistics... 4 Ticket lck fr staff members... 4 Help & Supprt... 5 License... 5 Theme cmpatibility... 5 Installatin... 6 Helpdesk Supprt Tickets & Knwledgebase Cnfiguratin... 7 Main supprt page... 7 Ticket Submissin... 8 Staff cnfiguratin... 9 Aut clse ticket Ticket lck fr staff members Setup yur supprt system Create a supprt department Create staff members Assign a ticket rle Create a new user Assign user t department Parser Setup f a crn jb fr mail parsing Setup yur knwledgebase Hw t create a knwledge base categry Hw t create a knwledgebase article... 19

3 Intrductin f Helpdesk Supprt Tickets & Knwledgebase Helpdesk Supprt Tickets & Knwledgebase is a Magent supprt ticket extensin with a build in knwledgebase. Handle sales r supprt questins thrugh tickets and prvide answers t frequently asked questins befre even submitting a ticket. Which functinality is included? Ticket Creatin Helpdesk Supprt Tickets & Knwledgebase allws yu t recrd custmer infrmatin and manage their questins r issues frm start t finish. This extensin facilities the creatin f tickets thrugh multiple ways Submit tickets thrugh the ticket submissin page Create tickets thrugh the default Magent cntact frm Create tickets thrugh s As an Admin create a ticket fr yur custmer The ticket submissin page prvides yu the best way t cllect infrmatin abut yur custmer s questins r issues Integrated recaptcha helps t avid spam messages Allw custmers t select the apprpriate department (sales, supprt etc) Uplad multiple attachments Allws custmers t select a pririty per ticket Knwledge base Helpdesk Supprt Tickets & Knwledgebase allws custmers t see frequently asked questins by categry trugh the extensin knwledgebase system. Users can g thrugh the different categries r d a search thrugh the search field. Different stre views are supprted s yu can assign yur categries r articles t different stres (very useful if yu have a multi-language Magent web shp) Ticket management Helpdesk Supprt Tickets & Knwledgebase allws yu t manage tickets per department. Tickets can be assigned between departments and staff which brings the functinality t re-assign a questin r issue t the crrect persn r department. Easy t track tickets by their ticket status Yu can create multiple statuses fr yur supprt system Use different clrs per status fr better visual filtering Autmatically change the ticket status when there are new activities frm yur staff r custmers Manage Department & Staff Helpdesk Supprt Tickets & Knwledgebase allws yu t create different departments which help yu t categrize yur tickets. Fr example a sales and supprt department. Yu can easily create staff members and assign them t relevant departments. Yu can als per department set if a user needs t have an accunt (s first needs t lgin) r nt. Staff members will be able t view, fllw and reslve tickets fr the department they are assigned t.

4 tickets Helpdesk Supprt Tickets & Knwledgebase allws yu and yur staff members t create a ticket r reply t a ticket thrugh s. All incming s are autmatically cnverted t new tickets r existing tickets will be updated and assigned t the relevant department by the rules that are pre-defined. ntificatins ntificatins are an indispensable feature fr a gd ticket system. It keeps yur custmers and staff members up t date n their assigned r created tickets. All s can be changed by the transactinal sectin in Magent. The fllwing s are send autmatically - Ntify custmers that they created a ticket with a link and ticket number - Ntify staff members f a new ticket in their department - Ntify custmers and staff members when a new update is added t a ticket - Ntify custmers abut clsing a ticket Predefined messages Helpdesk Supprt Tickets & Knwledgebase allws yu t set predefined messages which yu need t use ver and ver again. Instead f typing it every time, yu can lad it frm a drpdwn menu. Aut-clse ticket Helpdesk Supprt Tickets & Knwledgebase allws yu t mark a ticket as reslved autmatically if there is n activity frm yur custmer. It will be dne in 2 steps: - Yu can set a predefined time (hurs). When there is n activity frm a custmer after that time, the ticket will be marked as inactive and it triggers a ntificatin t the custmer. - If a custmer still desn t update the ticket in yet anther predefined time, the ticket will be marked as reslved and triggers anther ntificatin t custmer saying that the ticket is clsed. Ticket Statistics Here yu can find ut number f tickets fr each department in yur custmer supprt system. It includes ttal tickets, number f pen and clsed tickets. Ticket lck fr staff members If enabled a lcking status message will shw if the ticket is pened by anther staff member.

5 Help & Supprt If yu have questins r need supprt fr yur mdule please create a ticket in ur supprt system. Yu will need t have an accunt t submit a ticket. Our supprt system is ur preferred methd fr cmmunicatin. This will ensure a timely respnse and the crrect priritizatin f yur issue. Our Supprt system can be fund here License When yu have bught Helpdesk Supprt Tickets & Knwledgebase yu have received a separate with a license cde. This license cde can be used fr 3 unique dmains. S if yu have a multi-stre with 3 different dmains yu can use the same license cde. The license cde is checked autmatically and we keep track f the amunt f dmains used fr every license cde. If yu have used 3 dmains the license will nt wrk fr any ther dmain. If yu want t switch dmains we can reset yur license. Please create a supprt ticket t d s. Theme cmpatibility Helpdesk Supprt Tickets & Knwledgebase have been tested n all Magent cmmunity versins abve and n multiple templates. Our extensin is built in a way that it will wrk with every template. It culd be that sme small CSS wrk is needed t change sme clrs but we can d that fr yu.

6 Installatin It is recmmended t install the mdule n a test server befre yu install it n a live stre. Befre yu install, make sure yur stre is disabled (n page can be refreshed during the installatin prcess). T d this yu can create a simple empty file named maintenance.flag in yur Magent's rt directry. Magent will be ffline after that. Yu can remve the file after yu finish. 1. Imprtant: Always create a backup f Magent files and the stre database. This is extremely imprtant, especially if yu are wrking n a live stre. 2. Disable cmpilatin mde in System > Tls > Cmpilatin. 3. When develping yur Magent stre, in rder t be able t see changes immediately, yu shuld cmpletely disable the cache. Yu can enable it after yu finish cnfiguring yur stre. 4. Clear all Magent Cache 5. Lg ut frm Magent admin panel. D nt just clse the brwser windw: yu need t click Lg Out link t refresh the access cntrl system. 6. Extract the mdule zip file n yur lcal cmputer and navigate t the extracted flder 7. Using yur FTP client prgram uplad all flders (app, lib, media, skin) t yur rt Magent flder. Please nte we d nt verwrite any cre Magent files 8. Lgin t yur Magent admin 9. Check in yur frntend Magent if the mdule has been installed crrectly. By default a new tp menu is created called Supprt 10. In yur Magent Admin backend yu shuld nw see a new menu called Supprt Ticket

7 Helpdesk Supprt Tickets & Knwledgebase Cnfiguratin In this sectin, yu can learn hw t setup the mdule and ready t use fr yur Magent stre Where can I find the cnfiguratin settings? In yur Magent admin navigate t Helpdesk Supprt Tickets Settings Main supprt page This tab includes the cnfiguratin fr yur main supprt page which yu can accessed by the Supprt link in the tp link r thrugh the fllwing link: License Cde License cde field. Please fill in the license cde yu received in a separate . Display tp link This field is used t turn n / ff Supprt link in the tp link f yur Magent stre. Turn ff this link in case yu want t display Supprt link in anther psitin. Main Page Title This is the title which yu want t use fr Supprt page. Default title used fr this page is Helpdesk Supprt. Intrductin Write smething t describe yur supprt plicy here. Display latest knwledgebase articles By default, this field is set t Yes. It will display the 5 latest articles f yur knwledgebase.

8 Ticket Submissin This tab includes the cnfiguratin n hw tickets will be submitted. Enable recaptcha fr ticket submissin Select Yes will display a recaptcha field in ticket creatin page. Custmers will have t enter the crrect text befre submitting the frm. If yu select Yes fr this field, yu will need t enter a public and private key fr recaptcha. Recaptcha public key & Recaptcha private key These fields are the public and private key fr Recaptcha. Yu will need t create these values thrugh this URL: https://www.ggle.cm/recaptcha/admin/create New ticket status Select which status shuld be used fr a new ticket. By default, it will be Open. Yu can create multiple statuses, yu can find the explanatin in this dcument. Clsed ticket status When a ticket is marked as reslved, it will be changed t this status. Ticket status after custmer reply Ticket status is changed t this autmatically after receiving a reply frm custmer Ticket status after staff reply Ticket status is changed t this autmatically after receiving a reply frm the admin r supprt staff. Default ticket pririty When custmers submit a ticket via a web frm, they can select a pririty. But if they create ticket via , yu will need t set a default pririty fr the ticket. Integrate with cntact frm This feature allws custmers t create a ticket via the default Magent Cntact frm. Once custmers send yu a request, it will autmatically pull the cntact infrmatin and create a new ticket. Department fr creating ticket thrugh cntact frm Yu need t select a default department t assign tickets that are created via the cntact frm.

9 Staff This tab includes the cnfiguratin n which Magent rles are used fr yur staff members. In additin yu can setup the avatars which will shw in yur tickets. cnfiguratin This tab includes the cnfiguratin n which s are sent. templates can be changed trugh the default Magent transactinal ptins.

10 Aut clse ticket This tab includes the cnfiguratin n when and hw a ticket shuld be aut clsed. Enable If yu select Yes, the aut clse ticket feature will be enabled. This feature allws the system t clse a ticket autmatically after a predefined time withut custmer activity. Inactivity time (hurs) Number f hurs in which yu dn t receive any respnse frm a custmer fr a ticket. After this time, the ticket is marked as inactivity and an might be sent t custmer t ntify abut the situatin. Send inactivity ntificatin If yu select Yes, the system will send an t custmers t ntify them that their ticket has n activity fr a certain time. The will als warn custmers abut clsing the ticket after a predefined time. template fr inactivity ntificatin Select the template which is sent t custmer when a ticket is marked as inactivity. Clsure time (hurs) Number f hurs in which yu dn t receive any respnse frm a custmer fr a ticket. After this time, the ticket is changed t clsed status and an might be sent t custmer t ntify abut the situatin. Send clsure ntificatin If yu select Yes, the system will send an t custmers t ntify them that their ticket is clsed due t inactivity fr a certain time. Clsure template Select the template which is sent t custmer when a ticket is clsed and marked as reslved.

11 Ticket lck fr staff members This tab includes the cnfiguratin f Ticket lcking flag is a helpful feature fr staff t wrk tgether in the backend. It will display if a ticket is being viewed by anther staff at the same time. Therefre, it will help staff t avid duplicate reply fr ne ticket. Setup yur supprt system Create a supprt department. This mdule is designed t allw custmers t submit tickets t a specific department. After installing the mdule, the first and required step is t create supprt departments. If yu d nt finish this step, custmers will nt be able t submit a ticket. G t Helpdesk Supprt Tickets > Manage Department. Click n Add Department buttn. Title: title f yur department. Fr example Supprt r Sales f the department. This will receive all ntificatins fr the tickets fr this department. Descriptin: Write smething abut the department. It is nt used anywhere in current versin. Stre view: Select the available stre view fr the department. If yu have a multi-language site yu can use this t create departments per language Visible in Frntend: If yu select N, this department will nly be used fr creating tickets in the backend.

12 Required Lgin: D custmers have t lg in befre submitting tickets? Create staff members Fllwing these steps will help yu t add yur staff members t yur ticket system. Create a new ticket rle. G t System > Permissins > Rles Click n Add New Rle buttn. Enter yur Rle Name:

13 Open the Rle Resurces tab and select the permissins which yu want t grant fr yur staff members. If a staff member is nly allwed t reply and update a ticket, yu shuld nly select > Ticket permissins. Assign a ticket rle G t Helpdesk Supprt Tickets > Settings and pen the Staff tab. Chse yur newly created in the field Select Permissin Rles fr imprting staff

14 And click n the Save Cnfig buttn. Create a new user G t System > Permissins > Users. Click n Add New User buttn. Enter all required infrmatin fr a new user. Select the rle fr this user

15 Assign user t department If yu nw g t Helpdesk Supprt Tickets > Manage Users, yu will see all users which yu just created. Click n the Edit link which is displayed next t a staff and select a department fr that user. A user is nly able t view and reply t tickets assigned t his department. Parser This feature is used t autmatically get and update tickets frm an assigned mailbx. T enable this feature, yur server must supprt IMAP. G t Helpdesk Supprt Tickets > Mail Parser and click n Add New .

16 Enter all details, in this example yu can see a mail parser setup with Gmail. Yu can test the cnnectin befre saving. Make sure that the test cnnectin is successful s that the system can read messages frm this . Assign t Department Each can be assigned t ne department. The system will pull message frm this and create new ticket fr the assigned department. cnnectin settings Fr the system t cnnect t yur , yu need t prvide the fllwing infrmatin: hst, prt, cnnectin type, and passwrd. Yu can find this infrmatin frm yur hsting. Leave Cpy n Server? If yu select Yes, the system will nt delete s after creating / updating tickets. This is set t N as recmmended. Status Here yu can enable r disable the mail parser setup.

17 Setup f a crn jb fr mail parsing After setting up parser, yu will need t setup a crn jb fr yur Magent stre. This task must be dne via yur hsting cpanel r yur SSH cnnectin. The cmmand culd be different fr each type f hsting accunt. We suggest yu t cntact yur hsting prvider t make sure yu are setting it up crrectly. Fllwing is an example abut setting crn jb in cpanel. After lgging int yur cpanel, find Crn jbs. Click n Crn jbs. On the next page, yu can find Add New Crn Jb. Yu can select cmmn settings r enter yur custm settings. It is suggested that yu setup crn jb t run every 10 minutes. Enter the cmmand int Cmmand fields. A crrect setup shuld lk like belw picture. Nw, yu are ready fr the mail parser feature.

18 Setup yur knwledgebase Knwledgebase is a useful feature fr yur supprt page. On yur frntend yu can view all yur frequently asked questins and let yur custmers search n it. Yu can use it with multiple stres s per language. In additin it s very easy t setup. Hw t create a knwledge base categry G t Supprt Ticket > Knwledgebase > Manage Categries Click n Add Categry buttn. Enter a title fr yur categry Leave the URL key blank s that the system will autmatically generate the url key based n the categry title. Select the crrect stre views fr yur categry Select the status fr yur categry Add the srt rder Click n the Save buttn.

19 Hw t create a knwledgebase article G t Helpdesk Supprt Ticket > Knwledgebase > Manage Articles and click n the Add Article buttn.+ Enter a title fr yur article Leave the URL key blank s that the system will autmatically generate the url key based n the article title. Select the crrect stre views fr yur article Add all related text, images, links etc in the wysiwyg editr Select the status fr yur article Add a Srt Order Select a categry fr yur knwledgebase article. Yu can select mre than ne categry fr each article.

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