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.
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".
After the installation you can configure the plugin via the plugin manager or under Configuration > Basic settings > Additional settings > Ticket system.
Please pay attention to the fact that you have to assign the available forms of your system to a so-called mapping.
Generally the plugin's window is divided into two tabs: "Overview" (1) and "Settings" (2).
In the "Overview" tab, all customers' queries are listed in chronological order
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:
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.
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:
sShop: {$sShop|print_r}
sShopURL: {$sShopURL}
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}
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}
sAdditionalData: {$sAdditionalData|var_dump}
Note: The following variables are spelled differently from those above and don't require a "$".
Email header: {emailheader}
Email footer: {emailfooter}
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.
In this field you can assign the ticket to an employee.
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.
If you activate this setting, no email notifications will be sent to the customer.
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.
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.
This field is prepopulated with the customer's email address. The optional status email will be sent to the address previously filled in here.
If you wish to send the response to another postbox via CC, you can enter the corresponding email address(es) here.
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.
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.
In this field the sender name and the corresponding email address can be defined.
The subject and actual message can be filled in here.
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
Here you can review the ticket history. If there have been uploads in the ticket history, you can access these files in this area.
In the tab "Settings" the settings refering to the ticket system can be edited.
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.
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.
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.
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.