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 * Start
   
 * Types of Users and Roles
 * Support Ticket Settings Panel
 * Statistics
 * User Registration Module
 * User Login Module
 * Reset Password Module
 * Ticket Agent Groups
 * Brief about Ticket Status
 * Ticket Topic Management
 * New ticket Generation
 * Ticket Listing
 * Ticket Detail View
 * Ticket Commenting
 * Re-assign Agent on Ticket
 * Email & IMAP settings
 * Feedback Module
 * Auto close tickets
 * FAQ module
 * All Shortcodes Integrated
   

Copyright © Impressionel



HELPDESK PORTAL


TICKETING MANAGEMENT SYSTEM



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 * by: Impressionel
 * 
 * email: ronnel.tamaris@gmail.com

Thank you for purchasing the service. If you have any questions that are beyond
the scope of this help file, please feel free to email at
ronnel.tamaris@gmail.com. Thank you so much!


TYPES OF USERS AND ROLES

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There are different types of roles in this service

1. Client

A client user can generate a new ticket. A client user can register from the
registration front end form. The user registered is automatically assigned the
role client.

2. Agent

Agent is the user who is assigned to a ticket generated by client user. Agent
User account can be registered from backend admin panel by site administrator.
Agent role has to be assigned to this user account.

3. Admin Agent

Admin agent is the administrator of all agents. This user can be created from
back end admin panel by site administrator. The user with this role can see all
the tickets assigned to all the agent roles.


SUPPORT TICKET SETTINGS PANEL

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On activating the service, you will find support tickets menu in admin panel
left menu. This menu controls the services major configuration settings. They
are categorized into following tabs:

 1. Basic settings - All basic or general misc settings of the service go under
    this tab.
    
    
    
    

 2. Messages - All the message displayed to the user on interacting with the
    service can be configured from this tab.
    
    
    
    

 3. Page and redirects - All the pages generated by default by this service
    include necessary shortcodes for demo purpose. Just make all the pages with
    their respective shortcodes included. You can also manage the user gets
    redirected to a particular page after login and logout from this tab.
    
    
    
    

 4. User feedback - This tab helps enabling the user feedback module. Once the
    ticket is solved, user feedback module sends email to the ticket creator
    asking for feedback on the support received. User can rate the support
    received as good or bad based on the satisfaction or the user can even reply
    back on the ticket in case if the issue is not resolved yet.
    
    
    
    

 5. Assign agent - This service comes with a feature to auto assign agents when
    a new ticket is created. Site administrator can enable this feature under
    this tab. There are various methods to auto assign agents. Any particular
    agent, agent group, agent group admin or Admin agent can be assigned to a
    Ticket automatically at the time of creation. Also ticket can be assigned it
    to a agent group based on the ticket topic selected by the user at the time
    of new ticket creation.
    
    
    
    

 6. Notifications - This tab manages setting regarding all the notifications
    sent to the site admin or ticket creator at various points in this service.
    User can also manage site admin email address and reply to email address
    from this tab.
    
    
    
    

 7. Email and IMAP settings - All the emails sent from this service to various
    users at different points of interactions can be configured from this tab.
    This service also comes with a feature to receive email reply as ticket
    comments. Means a ticket creator can reply to a email and it will be stored
    as comment in the system. Site administrator must configure email account
    IMAP settings and properly configure cron jobs in this service to activate
    this feature of receiving comments from emails.
    
    
    
    


STATISTICS

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This service has number of graphical statistics. Statistics relating to all
tickets, ticket status, clients, agents, feedback etc. This statistics help you
in analysing your support services.

Go to Admin panel > Ticket Settings > Statistics tab to view this panel. All the
stats generated as dynamic and all the data represented is your actual site
data.

Below is the screenshot of the site statistics panel.






USER REGISTRATION MODULE

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There is a user registration form included in this service. With this form a
user can register as client from website.

[tps_register_form role="client"]

Inserting this shortcode on your page displays the user registration form. User
can fill this form and create an account.

There is an option to verify email of new user registered before activating the
account. Go to Admin Panel > Support Ticket > Email & IMAP settings tab and
select the option for new user Email Confirmation, if you want to make sure new
user must confirm his/her email address at the time of registration.

The new account verification mail - subject and message can be managed from
Email IMAP settings tab as well.

Once the user confirms his/her email by clicking on the verification link sent
on user’s email address, the account gets activated and a welcome email
notification is sent to user.

A notification can be sent to the site administrator on successful new account
creation. If you want to make sure admin receives email notification on new user
registration, go to Admin Panel > Support Ticket > Notifications tab and check
option to notify site admin on new user registration. This email notification
subject and message can be configured as well from Email & IMAP Settings Tab.






USER LOGIN MODULE

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This service comes with a user login form module.

[tps_login_form]

Inserting this shortcode will display the user login form on your website. Any
user can login from this form. Client, agent , admin agent or site administrator
can login from this form On frontend.






RESET PASSWORD MODULE

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There is also an option to reset password from frontend this option is included
by default in the login page.

To enable the link to reset password on login page you must make sure that
correct settings are configured in the service settings panel. Go to admin panel
> Support Ticket > basic settings tab and enable the option to display reset
password link on login form. This will make sure that the user can enter enter
email address and can reset password in case if password is lost or needs to be
changed.






TICKET AGENT GROUPS

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There is a feature to create a group of agents in this service. To create/edit a
new agent group go to admin panel > tickets > agent group menu.



Enter agent group name and select agents in the group from this module. There is
also an option to select group admin agent. You can create as many as agent
groups as you like. Once and agent group is created it can be treated as an just
like an agent entity. A ticket can be assigned to the whole group or to the
admin of the group. A group admin can also assign the ticket to any agent in
that group.








BRIEF ABOUT TICKET STATUS

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Any support request created by client user is termed as a ticket in this
service. Ticket is categorised in five different statuses. They are as follows:



 1. New: When ticket is generated, its status is new means ticket is generated
    and no agent is assigned to it yet.



 2. Open: Whenever a ticket is assigned to any agent or any other entity the
    status of the ticket is changed to Open. Whenever a reply is left by the
    client user (ticket creator) and it is waiting for a reply from agent the
    status of the ticket is marked as Open.



 3. Pending: When an agent replied back to ticket, the status of the ticket is
    changed to pending. Pending means it is waiting for reply from Client or
    ticket creator.



 4. Solved: The ticket issue is solved, ticket is marked as status Solved.
    Anyone from client user or agent can mark the ticket as solved from
    frontend.



 5. Closed: Ticket status is marked as closed when the ticket is solved and
    client feedback is received. If no feedback is received from client user
    when the ticket is solved, after a particular period ticket is automatically
    marked as closed.



Note: Ticket status can be changed from the backend as well. Open, pending and
solved tickets cannot be the changed back as to status New. Once the ticket is
closed it cannot be reopened. If needed, ticket follow up ticket can be created
for a closed ticket.


TICKET TOPIC MANAGEMENT

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All the tickets created in this service are categorized by ticket topic. Ticket
topic must be selected by the user at that time of Ticket creation. Ticket
topics can be created from admin panel > ticket > topics tab. Topics and
sub-topics in hierarchy can be created as well.



Ticket topic can be mapped with agent groups which can be used to auto assign
tickets. This mapping can be done under admin panel > Support Ticket > auto
assign agent tab.






NEW TICKET GENERATION

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New ticket form can be displayed on your site using the following shortcode:



[tps-new-ticket-form]



Any user (new or registered) can visit this page and generate new ticket. Logged
in user will have some fields like name and email the field pre filled. Captcha
is integrated in this form to avoid spams. User needs to select a topic, enter
email and name, enter ticket subject and description, while creating new ticket.
User can also include a relevant URL and any attachments with this ticket. All
the attached attachments will be added in the Media Library of this site.







Following actions take place after the ticket is generated successfully:



1. Auto Assign Agent:

There is a feature to assign agent automatically and the time ticket is
generated. This feature is configured from admin panel > Support Ticket > auto
assign agent tab.



There are basically two different methods to assign agent automatic.

Method 1: You can assign either of anyone selected agent, agent group, Agent
group admin or agent admin to the ticket automatically.



Method 2: Assign Ticket to anyone from the selected number of entities in
predefined order. Means you can select multiple entities (like agents, admin
agent, agent groups or agent group admin) and assign ticket in a particular
order to anyone from the selected entities. You can either assign ticket in loop
order or assign ticket to that entity with least number of open tickets.



You can also choose to map the topics with the agent groups and assign agent
group based on the topic of the ticket generated.





2. Ticket Status:



In case if auto assign agent to a ticket is enabled, then the selected entity is
assigned to ticket and ticket status is marked as OPEN. In case if no agent is
assigned automatically, ticket status is marked as NEW.



3. Email notification:



Whenever a ticket is generated, email notifications are sent in the background.

1. To the ticket creator on a specified email at the time of creating the
ticket.

2. To the site administrator.

These notifications must be configured and enabled from admin panel > Support
Tickets > Notifications tab.



If this option to notify ticket creator is enabled from this notification tab
then the email is sent to the ticket creator. After proper IMAP settings
configuration in this service, Ticket creator can reply on this email from their
email client which can be fetched in the site and stored as ticket comment.





4. Ticket History:



For every action on the ticket, a ticket history is maintained in the background
with time as a log. This ticket history is displayed in admin panel just for
reference purposes to know all the actions taken right from ticket creation to
ticket closed.


TICKET LISTING

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This module helps in displaying all the tickets associated with the logged in
user.

[tps-user-profile]



Insert this shortcode in your page to display the ticket listing module. Once
any user (client agent, admin agent or site administrator) is logged in he/she
can visit this page to view all the tickets associated with that account.



The ticket listing on this page is in tabular form and can be sorted based on
various columns in ascending and descending order. All the basic information of
the ticket can be found on this page.



After login following users will see the list of ticket based on there user
role.



Client role: Client user can see listing of all the tickets created by him/her.



Agent role: Agent user can see the list of tickets assigned to them. In case if
agent is also an admin of any agent group then he/she will also see the list of
tickets assigned to that agent group or assigned to the admin of that agent
group. Agent can also see the list of tickets in which he/she has done at least
one conversation or left at least one ticket comment.



Agent admin role or site administrator : This user can see the list of tickets
assigned to all the Agents.






TICKET DETAIL VIEW

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Ticket view module helps in displaying all the details associated with a
particular ticket.



[tps-ticket-view]


Insert this shortcode in your page to display the ticket details. Ticket ID will
be passed as a parameter in the page URL to fetch the respective ticket. This
module will check if the current user is logged in and is authorised to view the
details of selected ticket.



If the user is authorised to access this ticket the comment form will be
displayed at the bottom of this page. Any client or agent can reply to this
ticket from the comment form. If the status of ticket is closed, then follow up
ticket option will be displayed instead of the comment form.






TICKET COMMENTING

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Comment / reply on the ticket can be left from two different places. 1. from the
site ticket view page and 2. By allowing client to reply from email.



1. Commenting from ticket detail page:



Any authorised user can comment from the form on ticket view page. Status of the
ticket gets changed based on the type of user role commenting on the ticket.
when a client or ticket creator leaves a comment / reply, the ticket status is
changed to OPEN. When a site agent, admin agent or site administrator leave a
comment / reply the ticket status is changed to PENDING.



If the issue is resolved any user (Client or agent) can mark the ticket as
solved from this form.



There is a feature of mark as re-open or mark as re-pending a solved ticket. If
the ticket is marked as solved, the client user can re-open the ticket or agent
user can mark the ticket as pending again from this comment form.



If proper notifications settings are configured, then email notifications are
sent to the ticket creator as soon as a new comment / reply is left on the
ticket.



2. commenting from email client



If proper IMAP settings and cron jobs as per this documentation are configured
for the service, then email replies can be fetched and stored as ticket comment
in the system.

Even attachments sent from email as reply are fetched and stored in Media
Library using this feature.


RE-ASSIGN AGENT ON TICKET

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A ticket can be reassigned to a particular agent or agent group from front end
using this comment form. Only authorised agent group admins, agent admin and
site administrators have an option to reassign ticket to a particular agent. Eg:
A agent group admin can assign the ticket any agent in the group. Admin agent or
site administrator can assign the ticket to any agent, agent group, agent group
admin or agent admin.


EMAIL & IMAP SETTINGS

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To receive reply from email client, proper IMAP settings of the email account
should be configured in this service. Go to admin panel > Support Ticket > email
and IMAP settings tab to configure this settings. Configure IMAP hostname, email
account username and email account password on this tab properly. Password
stored is encrypted and stored in database for security reasons.
There is fetch email Frequency option in this tab. This field will allow to
fetch any mail from your Email account every mentioned number of seconds.
Example 300 second will allow you to fetch emails in every 5 minutes cycle. We
recommend using Gmail account as Email client. You can configure forwarders from
your other email clients to gmail account and configure gmail account details
for your IMAP settings.



Make sure that proper cronjob is setup on your site server which runs after
every mentioned number of seconds (eg: 300 seconds) ( time preferrably should be
less or same as mentioned as in frequency field).

Insert the following shortcode in a page



[tps-receive-mails]



Set up the cron job to run this page after every 300 seconds. Please contact
your server administrator to help you in setting up the cron job. 300 seconds is
just an example used here and can be modified as per your requirements from the
admin panel.



Once this cron job is properly set up, all the emails with subject format “ Your
ticket ID [xxxx] ”

will be fetched. xxxx is the ticket id and is generated in the service. This
format “your ticket ID” can be changed to any desired format from admin panel >
Support Ticket > Email and IMAP settings tab.


FEEDBACK MODULE

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Once the ticket is solved there is an option to notify client user and ask for
the feedback after support received by them. An email notification is sent to
the client user asking for feedback once the ticket is marked as solved.

To enable and configure this feature, go to admin panel > Support Ticket > user
feedback tab. Under this time you can configure the time after which email
asking for feedback should be sent to the ticket creator, after the ticket is
marked as solved.







To send the feedback emails, proper cronjob must be set on your hosting server.
Include the following shortcode in a page



[tps-auto-close-tickets]



Call this page from cron job after every particular cycle of time. Example: Call
the script after every 3 hours to check for the solved tickets and send the
feedback email to the user.

The feedback email subject and message can also be configured from the admin
panel > Support Ticket > email and IMAP settings tab.



The user can choose to rate the feedback as good or bad by clicking on the links
in email and can also leave additional feedback comment on the ticket details
page. The URL of the ticket details page must have the rate="good" or rate="bad"
parameter (along with ticketid parameter), to display the feedback form.



In case if there is no reply or feedback received from user for a certain time
period, then the ticket can be auto closed and feedback status can be set as “no
feedback received”.

The time to auto close the ticket in case of no feedback is received can also be
configured from the Admin panel > Support Ticket > user feedback tab in admin
panel.


AUTO CLOSE TICKETS

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If user feedback module is disabled from admin panel > Support Ticket > user
feedback tab, then the solved tickets will be marked as closed automatically
after a certain period of time. This period of time can be set from admin panel
> Support Ticket > basic settings tab. By default it is set to 3 days. Means if
the ticket is sold it will be closed after 3 days of any further inactivity.



Proper cronjob must be set on your hosting server to auto close the tickets.
Include the following shortcode in a page:



[tps-auto-close-tickets]



Call this page from cron job after every particular cycle of time. For example:
call the script after every 3 hours to check for the solved tickets and auto
close the tickets.


FAQ MODULE

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There is an inbuilt FAQ (frequently asked questions) module integrated in this
service. With this service you can create question and answers related to your
product or site and display them to any visitor on your site. In case if the
user is not able to find proper answer he/she is looking for from this FAQ
section, then he/she can create a new ticket asking for support on your site.



Questions in FAQ module can be configured in various categories. Create few
categories under admin panel > FAQ > FAQ categories first. Then create some
questions and answers and assign them to these categories.



To display this FAQ listing on your side include this shortcode in your page



[tps-faq-module]







This will display the FAQs in category form. User can click on the links on FAQ
listing page and visit the detailed answer associated with the linked question.
Include the following shortcode in a page for FAQ detailed answer:



[tps-faq-detail-view]






ALL SHORTCODES INTEGRATED

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Various shortcodes are used in the service. A brief description of all the
shortcodes used in this service is as below:



 1. [tps_login_form]

Short code is used to display login form on your side front end.



 2. [tps_register_form role="client"]

This shortcode is used to display user registration form on your site frontend.
A client user can register from this form and create support tickets.



 3. [tps-user-profile]

This shortcode displays the list of all tickets associated to any user. User
must be logged in to you then list of tickets. User can only view the list of
tickets to which he/she is authorised to view.



 4. [tps-new-ticket-form]

This shortcode displays the form to create new ticket on the front end. Any
logged in user or site visitor can create ticket using this form.



 5. [tps-ticket-view]

This shortcode helps in displaying the ticket details page. The ticket ID is
passed to use shortcode from the page URL as a ticketid parameter. Only logged
in and authorised users will be able to view any ticket detail.



 6. [tps-receive-mails]

This shortcode will help in fetching the email replies as ticket comments from
the configured IMAP email account in this service. All the emails with
particular email subject title will be fetched and stored in the service as
ticket comments. Any attachments in the email are fetched and stored in Media
Library as well.



 7. [tps-auto-close-tickets]

This shortcode can do multiple jobs. If the user feedback module is enabled then
this shortcode will send email notifications asking for feedback to ticket
creators once the ticket is solved. This shortcode can auto close the already
solved tickets after a particular interval of time is passed.



 8. [tps-faq-module]

FAQ module is integrated in this service. All the FAQ questions listing will be
displayed on your site using this shortcode.



 9. [tps-faq-detail-view]

This shortcode helps in displaying the answer of question in FAQ module. Any
question's detailed answer can be viewed using this shortcode.