Plugin: Ticket system

Indroduction

The plugin "ticketsystem" makes it possible for you to administrate the entire communication with your customers via your shopware backend. This way, all customer queries can be focussed in one ticket list. You are now able to keep the communication with your customers structured and efficient. In this documentation we would like to explain the installation and configuration of this plugin.

Installation

You can test and purchase the plugin directly via our Store. Before you can find the plugin's entry in the menu, you should refresh your backend directly after the installation process. To refresh the backend, clear your shop's cache and reload the website afterwards. Now you should be able to access the plugin via the menu bullet point "Customers".

Configuration

After the installation you can configure the plugin via the plugin manager or under Configuration > Basic settings > Additional settings > Ticket system.

Send ticket confirmation to the customer Please activate this setting if you wish to send a status email to the customer as soon as the inquiry has been received.
Notification about new / unanswered tickets If you wish to receive a status email every time a response or new ticket turns up, you should activate this setting.
Account - Ticket form ID Default value 22 (Corresponds with the ID of the form from Content -> Forms)
Allow file uploads Here you define whether customers are allowed to upload files with their inquiry.
File upload size (in KB) Default value 0 If you want to offer the possibility of an upload with your forms, you can define a maximum upload file size here, e.g. 1024 (1MB) or 2048 (2MB)

Please pay attention to the fact that you have to assign the available forms of your system to a so-called mapping.

Interface

Generally the plugin's window is divided into two tabs: "Overview" (1) and "Settings" (2).

Overview

In the "Overview" tab, all customers' queries are listed in chronological order

Create new ticket: Creates a new ticket for selected customers
Delete marked: Selected inquiries are deleted by clicking this button
Status (pulldown): Filters the overview by a certain status
Employee (pulldown): Filters the overview by employees
Suche: Entering a search query here, the relevant fields will be searched for these terms

In the area "Action(s)" you can make use of further functions while processing a ticket. These functions will be explained in more detail below:

Open customer: With a click on the customer-icon you can open the corresponding customer account
Print ticket: Via the document icon you can create a PDF document based on the selected ticket
Edit ticket: By clicking the pencil-icon you can edit the corresponding ticket: It will be opened in another window, providing a detailed view.
Delete ticket: If you want to delete the selected ticket, click this icon.

By double clicking a line, you can updated the ticket just from the overview page as well as assign it to an employee. In addition, the "Ticket information" box can be expanded. If expanded, it displays the inquiry directly in the overview.

Variables

From version 2.1.1 the plugin Ticketsystem enables you to access global variables and use them during communication with your customers. These global variables resemble those available in the module email templates. Variables available here are:

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: {$sTicket.status.responsible}
sTicket.reception.timestamp: {$sTicket.reception.timestamp} 
sTicket.reception.date: {$sTicket.reception.date} 
sTicket.reception.time: {$sTicket.reception.time}

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}

Email HTML

Note: The following variables are spelled differently from those above and don't require a "$".


Email header: {emailheader}
Email footer: {emailfooter}

Editing tickets

In the detailed view of the ticket, you can edit and work on the inquiry and a response. In the upper part of the window you can find the actual message sent with the inquiry.

In the mid section of the window you can define relevant settings and issue a response. You are alos able to revert to templates and to specify the way the response is being sent. In this case it's possible to send the response via the internal ticket system or to respond to the customer directly via an email sent to his personal postbox.

Employee

In this field you can assign the ticket to an employee.

Shop

If you want to employ shop-specific templates, you can choose a shop here. This setting also serves as a filter to display particular templates which are corresponding with the shop.

Email notification

If you activate this setting, no email notifications will be sent to the customer.

Type of support

Via the support management

Via this route customers get notified every time they receive a response on one of their tickets. Registered customers receive the template template "Kundenbenachrichtigung - registriert" indicating that a response is available in the support section of their customer account. If a user is not registered, the template template "Kundenbenachrichtigung - unregistriert" is applied. This template contains an URL, that leads the user to a review form, providing the ticket history and the chance to write a response.

Directly as an email to the customer

You can choose this way to send your response to the customer directly via email.

If you allow orders to be made without the need of creating a customer account in your shop, you have to expand the template Kundenbenachrichtigung - registriert by adding the following: Alternative Direct-Access: {sTicketDirectUrl}. This way the customer is provided a direkct link to his ticket, which he can access without a customer account.

Customer email address

This field is prepopulated with the customer's email address. The optional status email will be sent to the address previously filled in here.

Cc

If you wish to send the response to another postbox via CC, you can enter the corresponding email address(es) here.

Load template

All available templates will be listed in this dropdown menu. If you choose a template here, it will be loaded with the editor. If you have prepared a response in this editor before, it will be replaced and its contents lost.

Status after answering

In this dropdown menu you can decide what status will be assigned to the ticket if the response has been sent. This way, you are allowed to e.g. close tickets directly after the response was send so the customer is no longer able to answer it.

Your sender address / name

In this field the sender name and the corresponding email address can be defined.

Subject / Message

The subject and actual message can be filled in here.

Attachments

In this area you have access to the media manager in shopware and are able to add attachments to your response. The recipient can access these attachment in the support history and download them.

In the frontend it's possible to provide the customer the function to add attachments to an inquiry. Therefore you have to extend the desired form by adding an additional field which has the type "Upload". There you're able to exclude further file extentions for the upoload. Example: bmp;png

Ticket support attachments and ticket history

Here you can review the ticket history. If there have been uploads in the ticket history, you can access these files in this area.

Settings

In the tab "Settings" the settings refering to the ticket system can be edited.

Template

In this area you're able to adjust the templates according to your wishes and to create further templates, so that you're able to work with the ticket system optimally.

Form Mapping

The mapping is required, so that the fields of the forms can be written in the corresponding fields of the database correctly. If no mapping can be applied, the system is not able to match these fields.

Please choose the respective form in the left view and assign it to the available fields. Further fields of these forms, which cannot be assigned, will be shown as additional fields in the ticket details.

Ticket types

In this tab you can create various ticket types and assign different colour codes to them. Using these types it is possible to categorise received inquiries for an ideal overview of all inquiries. The respective ticket type can be assigned in the form mapping area.

Shop specific template(s)

If you wish to create separate templates for your shops, you can process these in this tab. In addition, it's possible to duplicate individual templates, adjust them to your respective shops and use them as templates as well.

While writing a response for a ticket you can select the desired shop and access the created templates in the following dropdown menu.

The ticket system comes with a widget, capable of giving an overview of the current tickets directly via your backend. Further information on widgets can be found in the wiki article widgets.