Customers can submit support requests without being logged in - they just need to fill in their name and email address. After successfully submitting the information, an account is automatically created for them and the credentials are sent to the email address supplied. Along with each ticket additional information is stored about the customer - IP, Browser used, referer and whether he was logged in or not.
Tickets can be managed from the backend as well as the frontend. You can flag important tickets for follow-up without having to refresh the page, using AJAX-driven requests, just like you would flag your emails in Google or Yahoo! Mail. Internal notes can be set for each ticket - customers will not see them, only staff members will. You can create custom searches and save them for later use - by using predefined searches you can display tickets the way you want (for example, by using a combination of filters you can quickly list all high priority tickets from specific departments).
Each department can have its own set of custom fields - this way you can receive valid and relevant information for the selected department. Custom field types include custom HTML (so you can add inline HTML code without having to modify any files) and a popup calendar; the popup calendar allows you to specify the time as well. Tooltips can be applied to each field, as well as custom validation messages and default values.
After a ticket has been marked as closed, customers can rate the staff member's responses by using an AJAX-powered rating system. Customers can close or re-open their own tickets. There's also a history log available assigned to each ticket - this way you can efficiently track who opened the ticket and when.
You can now offer your customers a landing page where they can quickly access all areas of your customer support - add new tickets, search them, view their own tickets or search the knowledgebase. The knowledgebase search is AJAX-driven and presents results on-the-fly enhancing the user's experience. The dashboard can also be used for staff members as well.
The Knowledgebase is a storage place for articles - for example, frequently asked questions. The advantage of using the Knowledgebase is that it's easy to reach and search when using the Dashboard. There's also a search box available when you reply to a ticket, so that you can quickly select a message that's already in the Knowledgebase. Categories provide an unlimited number of nesting levels, meta tags and an icon which is shown in the frontend. Categories and articles can be set to private so that they will only appear to staff members.
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