Knowledge

1.      Set up forms to collect support tickets from different people.

This way, you can get tickets without needing to keep track of users' information.

- Step 1: Go to Customer Service, then choose Web to Ticket, and finally click New Form. 

- Step 2: Enter the required values

Note: If the "Auto create Customer if not Exist" function is enabled, when a user successfully submits the form, the user's information will also be automatically stored in the Customers screen.

You can embed this form on different web pages to collect tickets from customers/users.

- Step 3: The system will redirect you to the Form builder screen where you can design your form

Note: To allow users to upload multiple files at once, select the "Allow users to upload multiple files" option.

-  Step 4: Immediately after a user successfully submits the form, their ticket will be created in the Tickets screen, and the submitter's information will also be saved.

You can send a response to these users through the "Send post reply email to customer contact" function. The system will send an email to the corresponding email address of the customer who created the ticket.

2. File attachments are supported when creating tickets

Both administrators and users can attach files to new tickets.

Tickets generated from scanned emails will automatically include any attached files.

3. Choose DateTime when creating a reply

You can select the reply date and time to record the response time for tickets.

However, this does not mean employees can avoid violating First Response Time, Average Resolution Time, or Average Handle Time. The system will still calculate and display violations and affected tickets in the SLA and KPI screens. 

4. Move the Issue Summary column after the Ticket ID column for quick reference to the customer's issue.

5. Send an email to the customer when an staff replies.

When submitting a reply, Staffs can choose whether or not to send an email notification. If they want to send an email, they should check the "Send Post reply email to customer contact" option.

To set up an email template for this function, go to Setup -> Email Templates -> Search for the email template "Ticket Reply (Send to Customer)".  

6. Update Select Staff Search using Ajax

This has been updated in the Create Ticket (Admin) and Create SLA screens.

 7. Hide / Show columns in Ticket list