Plugin: Ticket system

The "Ticket System" plugin lets you manage all communication with your customers centrally in the Shopware backend. All customer enquiries can be listed in a single ticket overview. In this way, communication with your customers remains clear and efficient. In this documentation, we will explain to you how to successfully install and configure this plugin.

Installation

This extension can be found in our Shopware Store, the easiest way to find a specific plugin is the search-bar. Complete the order process and login to the backend of your store. Navigate to Configuration > Plugin manager > My purchases. You need to login and click the refresh button. Your new extension is now listed and can be installed. After installing the extension go to the menu entry installed and refresh. Activate the extension. Finally delete the cache under Settings > Cache/Performance > Clear Shop Cache and refresh the backend.

Configuration

After installing the plugin, you can configure it in the plugin configuration in the Plugin Manager or under Settings > Basic settings > Adittional settings > Ticket system.

• Send ticket confirmation to the customer Sends a confirmation of receipt to the customer.
• Notification of new / unanswered tickets If you as a shop operator want to receive a status e-mail as soon as there is an answer to a ticket or a new ticket, this check mark should be set.
• My Account - ticket form ID This setting defines which form should be called up when the customer clicks on "Support Request" in their account.
• Allow file uploads Determines whether the client may upload files
• File upload size (in KB) With this setting you define the maximum upload file size in KB, e.g. 1024 (1MB) or 2048 (2MB). Please note that 0 does not stand for "unlimited".

When using the ticket system, please make sure that you provide the existing forms in your system with a so-called mapping so that the forms are also displayed correctly.

Interface

The plugin window is basically divided into the two tabs Overview (1) and Settings (2).

Overview

In the "Overview" tab, the customer requests are listed in a structured way.

• Create new ticket: Gives you the option to create a new ticket for a customer in the ticket system.
• Delete selected: Selected requests can be deleted from the system using this button.
• Status (pulldown): Filters the view according to a desired status
• Staff (pulldown): Filters the view according to a staff member
• Search: In the case of a search query, all relevant fields are searched here.

In the "Action(s)" area you have the possibility to use some functions for a selected ticket. The four functions offered are explained below:

• Open customer account: With a click on the customer symbol you can open the customer account of the customer who has made the enquiry
• Print ticket: Using the document icon, a PDF can be created from the selected ticket.
• Edit ticket: You can edit the selected ticket by clicking on the pencil icon: The ticket is then opened in the corresponding detailed view.
• Delete ticket: The selected ticket can be deleted by clicking on the delete icon.

By double-clicking on a line, the respective status of a ticket can be updated from the overview and also assigned to a staff member. In addition, the lower view in the window can be folded out and you can directly view the respective ticket from the overview.

Variables

Since version 2.1.1 of the plug-in Ticket System, it is possible to access global variables here as well in order to use them in the communication with the customer. These global variables correspond to those that are already available in the e-mail templates module. Included and available are, among others:

Shop

sShop: {$sShop|print_r} sShopURL: {$sShopURL}

Ticket

sTicket.id: {$sTicket.id} 
sTicket.employee {$sTicket.employee} 
sTicket.originalDate: {$sTicket.originalDate} 
sTicket.originalSubject: {$sTicket.originalSubject} 
sTicket.originalMessage: {$sTicket.originalMessage} 
sTicket.lastAnswerDate: {$sTicket.lastAnswerDate} 
sTicket.lastAnswerSubject: {$sTicket.lastAnswerSubject} 
sTicket.lastAnswerMessage: {$sTicket.lastAnswerMessage} 
sTicket.historyCount: {$sTicket.historyCount}
sTicket.type.id: {$sTicket.type.id}
sTicket.type.gridColor: {$sTicket.type.gridColor}
sTicket.type.name: {$sTicket.type.name}
sTicket.status.id: {$sTicket.status.id} 
sTicket.status.closed: {$sTicket.status.closed} 
sTicket.status.color: {$sTicket.status.color} 
sTicket.status.description: {$sTicket.status.description} 
sTicket.status.responsible: {$sTicket.status.responsible}

Customer

sCustomer.salutation: {$sCustomer.salutation} 
sCustomer.firstName: {$sCustomer.firstName} 
sCustomer.lastName: {$sCustomer.lastName} 
sCustomer.mail: {$sCustomer.mail} 
sCustomer.street: {$sCustomer.street} 
sCustomer.zip: {$sCustomer.zip} 
sCustomer.city: {$sCustomer.city} 
sCustomer.customerNumber: {$sCustomer.customerNumber}

Additional

sAdditionalData: {$sAdditionalData|var_dump}

E-Mail-HTML

Please note: No "$" is needed in the syntax of the following two variables.

E-Mail-Header: {emailheader}
E-Mail-Footer: {emailfooter}

Edit ticket

In the detailed view, the actual processing of the request is carried out and the answer is sent. In the upper part you will find the actual message.

In the middle part, you can define the relevant settings and the response. You can use templates there and also specify how this answer is to be sent. Here, the answer can be sent through the ticket system or, alternatively, the customer can receive the answer directly as an email to their mailbox.

Staff

In this field you can assign the ticket to a staff member.

Shop

You can select a shop here if you want to work with shop-specific templates. This setting serves as a filter so that under "Load template" you can only select the templates for the shop.

Email notification

If you tick this box, the ticket creator will not be sent any notifications regarding their request.

Support method

• support managment

With this support method, the ticket creator only receives a notification that an answer to their ticket is available. Registered customers receive the content of the email template "Customer notification - registered" with the indication that a reply is available in their "My account" area in the support administration. For unregistered users, the e-mail template is "Customer notification - unregistered". This template sends a URL where the complete ticket history can be viewed and the customer can reply.

If you use "Order without customer account" in the shop, you should always send the correct template to your customer, otherwise quick orderers (customers without customer account) will not be able to see the answer, as it is only available in the account. Here you should either always use the correct template, or add a direct link to your template, which your customer can also view without logging in. The variable for this is: {sTicketDirectUrl}

• Directly as an email to the customer

You can choose this support method to send your answer directly to the customer by email. This is especially helpful if you have customers without a customer account in the shop who cannot access the account.

Customer email address

This field is pre-filled with the customer email address. The optional status email also goes to this address.

Cc

If you want to send the answer to a mailbox in CC, you can enter the corresponding email address here.

Load template

All available templates or, if filtered, templates available for the shop are listed here. If a template is selected in the pulldown, it is loaded directly into the editor. If you have already prepared an answer in the editor, this content will be lost.

Status after answer

Here you can decide what status the enquiry has after it has been sent. For example, enquiries can be closed directly after processing so that the customer can no longer respond to the enquiry.

Your sender address / name

At this point, the displayed sender name and the email address used can be specified.

Subject / Message

Here you can enter both a subject for the answer and the answer itself.

Attachments

In this section, you have access to the media management in Shopware and can add attachments to your answer there. The recipient can access these attachments in the support history and download them.

In the frontend you can also offer the customer the option of attaching uploads to a request. To do this, the desired form must be equipped with an additional field under "Contents > Forms", which has the type "Upload". There, in the column "Options", further file extensions can optionally be excluded for an upload. Example specification: bmp;png

Support ticket attachments and ticket history

Here you can view the previous ticket history. If uploads have also been made in the ticket history, you can also access each file at this point.

Settings

In the tab "Settings", the settings regarding the ticket system can be adjusted.

Email templates

In this area you can adapt the existing templates according to your wishes and also create further templates so that you can work optimally with the ticket system.

Form mapping

Mapping is mandatory so that the fields of the forms can be written into the corresponding database fields. Without mapping, the system will not be able to assign the individual fields.

Select the respective form from the left view and assign it to the respective available fields on the right side. Further fields from the forms that cannot be assigned are displayed as further additional fields in the ticket details.

Ticket type

In this item, you can create different ticket types and also assign them by colour. This allows you to categorise the tickets and thus obtain an optimal overview of all tickets in the ticket overview. The respective ticket type can be assigned under the form "Mapping".

Shop specific template(s)

Under this item, separate email templates can be defined for additional shops. In addition, it is possible to duplicate an existing email templates so that they can be adapted for another shop and thus serve as a template.

When writing a reply to a ticket, you can select the shop and then access the email templates filtered by shop in the following pull-down menu.

Widget

The ticket system also provides a widget that makes it easy to get an overview of the current tickets. More information about the widgets.