Support module settings

List of paragraphs:

• Departments
• Predefined replies
• Ticket priority
• Ticket statuses
• Services
• Spam filters
• Other settings

Departments

Indicate Responsible department when creating new ticket:

1

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

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 Options:

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 Options:

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 Options:

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 Options:

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 Options 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.