Magento Ticket Support System

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Magento Ticket Support System

By Magebuzz (30+ days ago)

Proposed that you’re running a Magento website that offers support for your customers, but got no ticketing system, you might encounter any of the likely issues such as disorganized communication & mismanaged support tickets.
Our Mageticket module is the right solution to wind all your problems away by adding a support ticket system for your store and improve quality of your customer service. Integrated with customer data in your Magento store, the module helps the backend ticket management be easier than ever.
Features
Tickets
• Allow to create ticket easily and keep tracking everything
Tickets are created by us rs in the frontend via a Magento contact form while the admin can make a ticket in the backend. Through tickets, you can communicate with your customers using live chat and telephone calls.
• Support is now available 24/7
You can reply to a ticket using your email without logging into Magento backend & update all tickets at anywhere.
• Say No to spam tickets with Captcha
Forget about spam tickets if you use Mageticket as the module allows you to use recaptcha for ticket submission form. It's so simple for turning on / off the feature in the backend.
• The best customer service with organizational structure
Tickets are assigned across your customer support teams and transferred to relevant departments after users choose which department they’d like to direct to.
• Multiple attachments enable users to make better description for their tickets
• The level of ticket urgency can be identified thanks to ticket priority function.
• Ticket Color
You can select color for ticket status. It helps you easily find out tickets that are completed or waiting for your response.
• Create ticket for a specific order
From order page, you can create a new ticket for that customer. It will automatically pull customer information for the ticket.
Knowledge base
• Keep customers comfortable by organizing knowledgebase
Knowledgebase can be created in multiple categories. Group similar questions into one category will help customers easily to find out their question.
• SEO friendly URL can help you more
The module uses Magento Rewrite technique to rewrite all knowledgebase category and article URL. And Google like it. It will be a big helpful for boosting your web store.
Email tickets
o Email messages are automatically converted into tickets by Email Parser
Once email parser is setup, customers can update their ticket by replying to this email. The system will automatically fetch message from email and update to ticket system. You can add as many emails as you want. More than one email can be assigned to one department.
o Easy to turn on email ticket with cron job
For email ticket to work, you will need to setup a cron job in your hosting. But this is really an easy task which takes you less than 2 minutes. The module uses Magento cron job feature, so that is all you need to to make this work.
o Never miss ticket update with email notification
Email notification will keep you and customers updated about ticket proces. Email notification is sent when ticket is created, updated or assigned to a staff. You can customize content for each email easily from Magento backend.
Ticket Staff
o Allow to Manage ticket staff by Magento Permission
You can define a Magento permission role for ticket staff, allowing them to access only ticket or certain sections in backend. Users added to assigned ticket role will be added to support system automatically. You can assign users to specific support departments.
o Enable to assign ticket between departments and staff
There is always a chance that customers submit ticket to inappropriate departments. Staff in that department cannot answer the question but they can re-assign it to a relevant department. Ticket can be assigned to a staff which is the best for following and solving the problem.
Auto-close
You can turn on / off this feature in backend. There are 2 steps for auto-closing a ticket. The first step is to sending an inactivity notification email. After the ticket is closed, another notification will be sent to customers. You can easily configure all of parameters in the Magento backend


Related Categories

magento support extension - magento support module - magento support ticket extension - magento helpdesk software - magento ticket software - better customer service - customer service - how to improve customer service - magento module - magento extension - magento support ticket

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