Support Ticketing System

The Support Ticket System Module for Magento provides a simple and effective way to manage customer queries. Both admins and registered customers can create support tickets directly from their panels using an easy-to-fill form. Admins have full control over ticket management. They can assign tickets to agents, organize them by type, such as order issues or refund requests, set priorities, and add attachments. Internal notes allow private communication between team members without involving the customer. 

Customers can easily access the support ticket section from the “Default Welcome Msg!” menu on the storefront. All their tickets are stored in one place, making it convenient to follow up, ask questions, or report any problems all within the same interface. This creates a smooth and organized support experience for both customer and the support team. 

Features 

• Easy Ticket Creation: Customers and admins can create support tickets directly from their panels using a simple form.
• Select Support Admin Usergroup: Choose a user group/role from the list of “Support Admin Usergroup” that will be responsible for managing the ticket. 
• Assign Tickets to Agents: Admin can assign any ticket to a specific agent for faster and clearer communication.
• Separate Tickets by Type: Admins and agents can add different ticket types, such as Order Issues or Refund Requests, to keep tickets organized and easy to manage.
• Change Priority: Admin can change the priority of tickets according to the queries.
• Internal Notes for Team Chat: Admins and agents can add private messages in tickets that are hidden from customers. 
• Add Attachments to Tickets: Admin/Assigned agents/Customers can add attachments to ticket replies. 
• Trash and Restore Options: Admins and agents can move tickets to trash and restore them anytime when needed.
• Add Collaborators with CC Email: Admins, agents, and customers can include others in the ticket conversation by adding their email in the CC field.
• Email Notifications: Customers, admins, and agents receive instant email alerts for actions like new messages, ticket replies, and updates.