Support Ticket System
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 inquiries in one place and manage them with the statuses through proper departments.
Stay in touch and control customer tickets in most effective way and save time !
Powerful solution for your store
- Manage departments
Create departments and assign specific team member 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.
- Attach files configuration
Allow and manage extensions of files, size or text which can be added in conversation. With option display information you can easily inform customer about requirements about file
- Frontend Design Configuration
Personalize your chat to fit your store with proper color 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
Solved tickets without reply will be closed automatically after ‘x’ 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 customer
Stay in touch with customers to answer 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 Back Office through Marketing Tab – Support Tickets
By gathering all the requests in one place you can control all inquiries with option to filter. Table contains:
- Date and time of creation
Know exactly when it was created
See what the case is about
- Customer Email
Easily identify customers
Manage reply process
Know the importance of the case
- Assigned user
Know which team member will handle it
Know which department this ticket is assigned to
- Last message date
Know the last respond
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
Setting proper departments will improve the support process as each inquiry will be redirected to right department.
Tickets can be created from different places with order required (optionally) which means receiving tickets only from customers who already bought product on your page. In BO you can manage it using below options:
- Allowed For Guests
Enable guests to create support tickets
- From Ticket List
Enable for logged users in dashboard to create tickets
- From Order View
Enable to create ticket on order preview
- From Product View
Enable to create ticket directly on product page
- Assigned Order Is Required
Enable to receive tickets only from customers who bought product
When there is new message in ticket customer will get an email. Using link in email customer will be redirected to conversation page with unique URL address where he can reply. That is way there is no need to login into account every time.
On the other sight assigned agent in department can be changed at any time so you will have full control of who handle the issues and where they should be forwarded. Moreover as admin you can also sent a direct email to customer if needed.
To manage the ticket process better each one can be set with proper status. They are available in the grid while creating and responding.
Waiting for the action to be taken
- Waiting For Customer
Support team answered to customer
The issue was solved With the auto close tickets option each ticket can be close after ‘x’ days when there is no new message. It will automatically clear the ticket list saving your time!
After solved status
Improve your support system and stay in touch with all your customers!
Why to choose Alekseon Support Ticket System Module for Magento 2 ?
- To increase you the efficiency of support system
- To easily manage all your customers requests
- To solve issues with right departments
- To personalize the module to your needs including design aspect
allow us to handle the installation process and get support up to 12 months !