Support Ticketing System

The Support Ticket System extension for Magento provides a clear and organized way to handle customer queries. The admin and registered customers create support requests directly from their panels using a simple form. Each request includes a subject, message, type, priority, and attachments.

The admin manages all requests from a central dashboard. Tickets are assigned to agents, priorities are set, and statuses are updated for better tracking. Tickets are also organized by type and store view. Internal notes help admins and agents communicate privately without showing messages to customers. Features like starred tickets, filters, trash, and restore options make management easier and more efficient.

Customers access the support section from their account area on the storefront. All requests stay in one place with complete details such as status, replies, assigned agent, and priority. Customers reply to messages, attach files, and track updates without confusion. Email notifications keep customers, admins, and agents informed at every stage, ensuring a smooth and consistent support experience.

Features

• Easy Ticket Creation: Admins and customers create tickets using a simple form with subject, message, type, store view, and attachments.
• Website, Store, management. or Store View level for flexible support
• Support Admin Usergroup Setup: Select a specific admin user role to manage support tickets. Only users under this role act as agents.
• Agent Assignment and Reassignment: Admins assign or change agents directly from the ticket view for faster handling.
• Support Ticket Dashboard: View all tickets in one place with options to filter, star, delete, restore, and customize columns.
• Advanced Ticket Filters: Filter tickets by status, agent, store view, subject, customer, and more for quick access.
• Ticket Types Management: Create and manage ticket types like Order Issues, Shipping, or Refunds. Default types stay protected.
• Priority and Status Control: Admins and agents update ticket priority, status, and type directly from the chat screen.
• Internal Notes for Private Discussion: Admins and agents exchange private messages using internal notes. Customers do not see these messages.
• Attachments Support: Admins, agents, and customers attach multiple files while creating or replying to tickets.
• Star, Trash, and Restore Options: Mark important tickets as starred. Move tickets to trash and restore them anytime.
• Collaborators via CC Email: Admins, agents, and customers add CC emails to include others in the conversation.
• Agent Panel Access: Assigned agents view and reply to tickets from their own admin panel.
• Customer Storefront Ticket Panel: Customers create, view, and reply to tickets from their account section across different stores.
• Email Templates and Notifications: Use ready-made email templates for ticket creation, replies, assignments, and updates. Admins, agents, and customers receive email alerts for every key ticket action.