Managing Tickets

This section contains all you need to manage tickets from backend (i. e. acting as an Agent). You will find there the following topics covered:

Working with Tickets Grid

The main part of Help Desk MX extension is the Ticket Grid. It is located at Customers > Help Desk MX, and contains list of all tickets, that was submitted by customers. It is also divided into three separate folders (by default all tickets are shown):

  • Inbox - contains all active tickets (e. q. which are not sent to archive).
  • Archive - contains all archived tickets.
  • SPAM - containg all tickets, marked as SPAM.

Normally tickets are sent to proper folder automatically by two checks:

  • If ticket's properties match one of Spam Patterns, then ticket is sent to SPAM folder;
  • If ticket's status has one, defined in Help Desk MX -> Settings -> General Settings -> Move Ticket to Archive if it has one of following statuses, it will be sent to Archive.

The same action also can be done manually, or using Workflow Rule.

Note

To force Ticket Grid display only needed folder, make field Folder visible in Columns section of the grid, and with Filters section filter tickets by Folder.

On the top ribbon, near drop-down account menu (see screenshot below) ticket counter is shown.

Ticket Counter

It consists of two values:

  • Quantity of New tickets, that are located in Inbox folder, but not linked to assignee yet.
  • Quantity of tickets, that are located in Inbox, and assigned to current staff agent.

Note

Both of values, displayed in ticket counter, do not rely on active filters. E. q. if grid is filtered by the customer, values still will be calculated from entire folder content.

Ticket Grid also provides you with useful actions.

  • Standard Magento Grid actions such as filtering (using Filter section), altering columns display (using Columns section) and sorting tickets by any column;
  • Search box allows to search for tickets by it's properties (mainly, Ticket ID, Subject, Messages or Tags);
  • Mass actions, that can be performed on selected tickets:
    • Change Status. Statuses, which can be assigned there, can be defined at Statuses section.
    • Change Owner. Allows to assign tickets to staff.
    • Mark as Spam. Moves tickets to Spam Folder;
    • Mark as Archive. Moves tickets to Archive Folder;
    • Mark as Inbox. Moves tickets to Inbox Folder (e. q. restores ticket);
    • Delete. Removes tickets.

Note

Administrator can restrict access to tickets and some actions using permissions.

How to Create New Ticket

  1. To create a new ticket from backend, go to the Customers > Help Desk MX. Press the button Create New Ticket. Ticket creation page contains three sections: General, Additional, Follow Up. Their fields will be covered below;
  2. For ticket creation purpose you are required to fill only the fields below - all others are non-mandatory:
    • To - contains email of customer, for which ticket is created. If that customer is registered, you can simply type his name in this field - and his email will be automatically picked;
    • Subject - subject of this ticket;
    • Status - initial status of this ticket. Statuses list in this drop-down select, can be defined in Statuses section.
    • Priority - initial priority, which this ticket should have. Priorities list in this drop-down select, can be defined in Priorities section.
    • Assignee - staff member, that should be in charge of this ticket. Members are defined in System -> Permissions -> All Users section, but in order to appear there also should be assigned to proper department in Departments section.
  3. Initial reply at the stage of ticket creation is not required. But you can use Reply Area to leave such a message. Refer to How to Reply to a Ticket for additional details.
  4. If this ticket shall be marked by some tags, jump to Additional tab, and enter them in comma-separated format to a Tags field.
  5. You also can set up periodic reminder for this ticket, by using Follow Up tab. Refer to How to Set Reminder for Ticket subsection for more info.
  6. Save ticket.

Note

If you had chosen not to leave initial reply, then only two events will be fired on ticket creation - New ticket created and Ticket was changed.

If you had chosen to leave initial reply, then three events will be fired in ticket creation - New ticket created, Ticket was changed and New reply from staff.

Use these events wisely to properly create Workflow Rules and automate workflow.

How to Reply to a Ticket

You can reply to a ticket either using Help Desk backend interface, or by email - using special notification, which is sent to staff on each customer's reply.

Using Backend Interface.

When you open particular ticket, you will see that General tab is divided into two areas - left sidepanel with To and Ticket Summary section, and Reply Area, which contains Public Reply section, which allows you to reply to the ticket.

There are four main options for replying:

  • Public Reply - regular reply of the staff, visible both in backend and frontend. It's content will be sent to customer as email notification.
  • Internal Note - private note, which will be visible only in backend by Help Desk agents. This option is used for in-company communication.
  • Message to Third Party - when this option is selected, additional field appears - for email of third-party. It is useful for adding to the tickets other actors - customer's developers, for example. Invited party will receive a email notificator with message contents. This reply will be visible from frontend.
  • Internal Message to Third Party - when this option is selected, additional field for email also appears, but this time reply will be visible only from backend. This option is used for in-company communication.

If you have Quick Responses, you can use them in Reply Area, using Insert Quick Response drop-down menu.

Note

Quick Responses are store-dependent, so if you do not see some pre-defined Quick Responses in drop-down menu, jump to Additional tab and check Store View field. It is a storeview, from which ticket was placed (by default it is Default Store View).

Then go to Help Desk MX -> Quick Responses, and pick up a record. Field Store View there shall contain the same storeview (or All Store Views).

Using Email Notification.

This type of reply is available only when you had configured one of more Email Gateways, and register them in Departments as a Sender Email. Then on each customer (or third party) reply, added to the particular ticket, an email notification will come to mailbox of an agent.

Just answer to that email, and reply will come to Gateway, and properly added to the ticket.

Note

If you use custom Notification Template, make sure, that variable {{var ticket.getHiddenCodeHtml() | raw}} is present in your template. Otherwise our fetch procedure will turn reply into a separate ticket (it will think, that this is a new ticket request).

Note

You can also reply to tickets using email, but make sure, that your sending mailbox is not a Gateway. All emails, originated from Gateway mailboxes, will be skipped, to avoid infinite cycles due to "conversation" between Gateways.

How to Set Reminder for Ticket

Agent can establish a emailed reminder for himself (or other agent), and customer - if ticket is not answered for a long time - and establish an action, which will be executed along with reminder.

To establish such a reminder, pick up a ticket, and proceed to Follow Up tab. There you will find the following properties, which allows you to easily set up reminders:

  • Period - Units of time, in which reminder period is measured. Can be:
    • In minutes;
    • In hours;
    • In days;
    • In weeks;
    • In months;
    • Custom - this options is not actually used, but added for customers, that wish to modify this feature.
  • Period Value - Amount of the units of time, defined above.
  • Executed At - Fixed date, at which reminder should start.
  • Send Remind - Send also reminder email to specified email. It is useful for enforcing timetable of tickets response.
  • Set Status To - Status, which will be assigned to ticket on reminder triggering.
  • Set Priority To - Priority, which will be assigned to ticket on reminder triggering.
  • Set Owner To - Staff member, that will be assigned to ticket on reminder triggering.

Three last properties are extremely useful for building effective policy of managing tickets. For example, using Follow-Up reminders, you can automatically pass long and unfinished tickets to a expert, or to other special staff. Possibility of assigning statused and priorities allows to bring staff attention to such tickets.

How to Use Additional Info of Ticket

Each ticket also contains useful info, that can be used in different kinds of analythics. It is located in Additional tab, and consists of following properties:

  • Subject - Precise subject of initial message, that started this ticket (or email, if it was converted from it).
  • Store View - Displays store view(s), where this ticket was created.
  • Channel - Assigned automatically during ticket creation. Contains description, how ticket has been created. There are four possible ways of ticket creation:
    • Email - from message, came via one of Gateways.
    • Feedback Tab - from Contact Tab, which is displayed on the left or right side of frontend page, and governed by Help Desk MX -> Settings -> Feedback Tab section.
    • Contact Form - from general Contact Us form, which is overrided by our extension, and typically located at http://store.com/contact/.
    • Backend - from Tickets Grid, or from additional tab at Order Edit Page.
  • External Link - Contains link, which is sent in email notifications, and can be sent to the third parties to access ticket message thread.
  • Tags - Tags of the current ticket. Unlike other properties, they can be set here using comma-separated format. This feature is extremely used in ticket reviewing and controlling their workflow.
  • Ticket History - Displays log of all changes to the ticket, along with assignees, which were in charge.

How to Set Satisfaction Survey to the Ticket

Help Desk MX allows to include to the tickets satisfaction survey, which is extremely useful for measuring level of support and staff productivity.

This survey appends to all email notifications a special block, which contains a simple form, that allows customer to rate each staff reply. There's three possible marks:

  • Awesome;
  • Just OK;
  • Not good

When customer selects one, he is sent via corresponding link to the form, where he can choose to write detailed feedback.

This feedback can be later seen at Customers > Help Desk MX > Satisfaction Survey Results, with possibility of per-staff and per-customer filtering.

You can enable this feature at Store > Configuration > Help Desk > Customer Satisfaction Survey, and control display of results:

  • Include a satisfaction survey in a reply email from staff - adds satisfaction survey to each customer email notification.
  • Show survey results in the backend ticket history - allows agents to see satisfaction rates along with replies at backend Ticket Edit page.
  • Send survey result to ticket owner - triggers a notification email to ticket owner, when new satistaction rate is added.
  • Send survey result to emails - triggers additional notifications on adding satisfaction rate. This option is useful for informing higher-level staff and maintaining statistics.