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| Manage Support Issues |
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| 1. |
Click List Issue. Add a series of support issues to enable your customer choose the type of issue they are requesting. |
| 2. |
Enter an issue in Support Issue text box. |
| 3. |
The new issue is added to list instantly. |
| 4. |
Click  ontop of Support Issue column to sort the list in alphabetical order. |
| 5. |
Click  to edit a support issue as well as delete an issue by clicking  icon. |
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| List Products |
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| 1. |
Proceed to List Product page. List down your product range, let customer choose which product the support ticket is related to. |
| 2. |
Insert your product name and click Add. |
| 3. |
As usual, sort the product list via icon. |
| 4. |
Click to perform one click product editing. |
| 5. |
Delete a product by clicking icon. |
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| List Support Tickets |
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| 1. |
All support tickets posted by customers are housed in List Tickets page. |
| 2. |
The well-organized list give you a clear report of the tickets status: New, Open, Close. |
| 3. |
To search a ticket, simply check the radio button next to a search method of your choice, then click Search button. |
| 4. |
Insert a phrase or keyword of support issue to fasten searching process. |
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By default, the list is sorted by 'Reply status = No'. |
| 6. |
You may re-order the list, via clickable icon of either Date, Name, Subject, Reply or Status. |
| 7. |
Click Previos and Next link to navigate the whole tickets. |
| 8. |
Click to view or reply a ticket. |
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| Reply Tickets |
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| 1. |
The page features your customer details as well as messages posted and messages replied. |
| 2. |
Use the preset subject or change to yours. |
| 3. |
Click on a canned message to insert repeated text, then enter your personalized message.
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| 4. |
Attach files to reply if any. Click Post. |
| 5. |
Now, the status of ticket is set to Open. |
| 6. |
If you wish to close the ticket, click Close, which is located ontop of the page. |
| 7. |
Click Flag Ticket to indicate importancy. |
| 8. |
Click Add To FAQ Support button to include this issue into your FAQ. |
| 9. |
Navigate to other tickets using Previous & Next. |
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| Preference Settings |
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| 1. |
Set the number of records to show per List Ticket page on the admin area. |
| 2. |
Support Email Address - Ticket will be sent to this email address. |
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Choose Yes to integrate Customer Helpdesk module with FAQ Support module. |
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Enter URL of the FAQ webpage relative to help desk webpage.
Say that Helpdesk URL is 'http://yourdomain/helpdesk.php',
while FAQ URL is 'http://yourdomain/faq.php', insert only 'faq.php'. |
| 5. |
Insert canned messages accordingly. Canned message is repeated text / message that may be used in each reply. |
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Customer New Request Copy - Email sent to customer upon submitting of new ticket. |
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Customer Reply Request Copy - Email sent to customer when customer post reply to support team. |
| 8. |
Support Reply - Email sent to customer when support team post a reply. |
| 9. |
You may edit the content of above emails, except [[varible]] which must be maintained. |
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| Customer Testimonials |
"Wonderful simply wonderful I would recommend this software to anyone and the support was the greatest. I can say nothing better then this."
- David Vande Burgt
"Got it all worked out. Thanks for your patience and all your help, I will recommend you to my friends."
- Maarten, Queensland Campers |
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