Support Ticket System

Support Ticket System

Extension for Magento 2
Improve your customer support process and let your customers get in touch via live chat. Easily gather all the requests. Reply through the back office, correspond with your customers, assign requests to different departments, add signatures and manage all the enquiries in one place.

This extension is compatible with Magento Open Source & Magento Commerce - 2.1, 2.2, 2.3

Ticket Support System for Magento 2

Provide the best customer support by gathering all the enquiries in one place and manage them with the statuses.

Stay in touch and control customer tickets in the most effective way and save time!

Powerful solution for your store

  • Manage departments
    Create departments and assign tickets to specific team members to handle requests.
  • Create ticket for customer
    Decide who and where can create ticket. Guest or customer with account from order or product view.
  • Only clients
    With option with required order you can receive ticket only from customer who already bought product on your page.
  • Attachment Configuration
    Manage file types, and text size which can be added into the conversation. With option display information you can easily inform customer about requirements about file
  • Frontend Design Configuration
    Personalise your chat to match your brand guidelines, easily change colours and signature.
  • Add new support ticket
    Create new support ticket as admin to customer email. Assign user and set priority due to needs.
  • Auto close tickets
    SSolved tickets without a reply will be closed automatically after a configurable amount of days.
  • Support ticket list
    Manage your support tickets list in one place. Edit and reply through BO. Receive unique URL address to reach the conversation on FO.
  • Correspond with customers
    Stay in touch with customers and answer their questions

Provide customers easy access and give support team useful information about created issue

  • Clear conversation window
  • Ticket Number
  • Product SKU
  • Different statuses
  • Date & Hour
  • Attach file option
  • Easy and fast reply
  • Editable signature

All in one place!

Access from admin panel through the Marketing Tab – Support Tickets

By gathering all the requests in one place you can control all inquiries with the option to filter as well. The table contains:

  • Date and time of creation
    Know exactly when it was created
  • Title
    See the subject matter of the case
  • Customer Email
    Easily identify customers
  • Status
    Manage reply process
  • Priority
    Know the importance of the case
  • Assigned user
    Know which team member will handle it
  • Departments
    Know which department this ticket is assigned to
  • Last message date
    Know the last respond date
  • Action
    View all details & answer to customer

Use option to manage departments and create new tickets

  • Manage Departments
    • Set title of the departments
    • Assign proper agent
    • Decide to enable or disable
    • Edit whenever you want
  • Create New Support Ticket
    • Sent direct email to customer
    • Edit title, status, priority
    • Input order SKU & message
    • Attach files

Creating clear departments will improve the support process as each inquiry will be redirected to right department.

Tickets can be created from a variety of locations, there is also the option to only allow tickets from customers. who have already bought your product. In the admin panel you can make the following customisations:

  • Allowed For Guests
    Allow guests to create support tickets
  • From Ticket List
    Enable logged users in dashboard to create tickets
  • From Order View
    Allow the option to create a ticket on order preview
  • From Product View
    Create tickets directly on the product page
  • Assigned Order Is Required
    Only receive tickets from customers who bought product

When there is a new message in a ticket, the customer will receive an email. The email will link to the conversation page with a unique URL where they can reply. This means that there is no need for the customer to log into their account every time.

You will have full control of who will handle the issues and where they should be forwarded. In addition, the admin can also send an email to the customer if needed.

To manage the ticket process more effectively each ticket can be given a status. They are available in the grid while creating and responding.

  • New
    Just created
  • Open
    Waiting for action to be taken
  • Waiting For Customer
    Support team have answered
  • Solved
    The issue was solved
  • Closed
    Ticked is closed

Improve your support system and stay in touch with all your customers!

Why to choose Alekseon Support Ticket System Module for Magento 2 ?

  • Increase the efficiency of support system
  • Easily manage all your customers requests
  • Assign the right department to solve particular issues
  • Personalise the module to your needs including design

...and optionally
allow us to handle the installation process and get support for 12 months !

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