Support module settings

List of paragraphs:

Departments

Indicate department when creating new ticket:

1
To create departments, choose   Setup -> Support -> Departments and click  New department:

2
Insert details.

3
To enable automatic tickets, indicate Department email, IMAP username, IMAP host, Password, Encryption. It is enough to indicate email at least for one of the departments.
4
Save information. Automatic tickets will be created only from unread emails.
5
To edit or delete department value, use Actions:

Predefined replies

Ticket can be responded with predefined reply:

1
To create predefined replies, choose  Setup -> Support -> Predefined replies and click New predefined reply:

2
Describe reply:

3
Save. Predefined reply could be used for rapid response to customer.
4
To edit or delete predefined reply, use Actions:

Ticket priority

When creating a ticket, select priority:

1
To create new priority, choose Setup -> Support -> Ticket priority and click New priority.

2
Insert details and save.

3
To edit or delete priority value, use Actions:

Ticket statuses

When a new ticket is created, its status is Open. Later you can update status:

1
To create new status, select Setup -> Support -> Ticket statuses and press New ticket status.

2
Insert details and save.

3
To edit status, use Actions:

Services

Indicate service when creating new ticket:

1
To create services, use Setup -> Support -> Services -> New Service.

2
Insert information and save.

3
To edit or delete, use Actions menu:

Spam filters

Spam filters allow to indicate parameters in which cases automatic ticket should not be created. Go to Setup -> Support -> Spam filters.

1
Click New spam filter:

2
Insert type and content – separate words using comma.

3
Save.

Other settings

Setup -> Settings -> Tickets you will find more settings related to tickets. Indicate:

  •          Whether to use services;
  •          Who can access ticket;
  •          If all department members should receive notification about new ticket;
  •          If non staff members can access ticket and change status;
  •          Maximum ticket attachments.

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