Support Ticket

Opened Ticket

Submit Entry

Created

Submitted

Time between events

Set ticket status to

Open

Closed

Notify User

Waiting on customer

Log for Ticket

Tech Support

Select a Type ...

Click to reopen this ticket for additional comments

Opened by

Number

Time Elapsed

Unassigned Tickets

Reassign Ticket

If the problem persists please notify support

Valid file extensions are

Your Message was added successfully

Your support ticket was created successfully

View All Clients

Added by

Attach File

Directory 'uploads/support' is not writable

You do not have permission to remove this file.

File removed successfully.

File not found

Not Assigned

Max file size

Max file size limit can be changed in php.ini - directive 'upload_max_filesize'

File Attached

You need to select entry(s) to perform this action on

Attachment

Click OK if you are sure you want to delete the selected items.

Records per page

Reopen



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# ADDED IN VERSION 3.0.0 beta4
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Support E-mail

E-mail address you want all support questions sent to.  This E-mail address is used as an entry to some template based E-mails, such as the welcome E-mail template.

Support Ticket Start Number

Determine the number you wish to start numbering your support tickets.

Display Tickets Ascending

Select YES if you want to display support tickets in the order they were entered.  NO will display the tickets in Descending order, the latest one on top.

E-mail For New High Priority Support Tickets

E-mail addresses to CC notification messages for new high priority tickets

Disable CE Tickets Support System

Select YES if you want to disable the embedded ClientExec support system. <br> Additionally, you can define a URL to redirect your customers to an external support system of your own.

3rd Party Support URL

Allow Customer File Uploads

Set this to YES if you wish to allow customers to upload files to support tickets.

Allowed File Extensions

Days To Allow Tickets To Be Reopened

Number of days that a customer is able to reopen a closed ticket. Leave blank to always allow a ticket to be reopened.

View open tickets

Reply to any assigned ticket

View all closed tickets

Reopen ticket

Edit ticket

Delete ticket

Close tickets

Assign Ticket to Me

Attach File:

Add a New File

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# ADDED IN VERSION 3.0.0 PR2
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Allow Admins To Reply From Any E-mail Account

URL of an external support system, different to ClientExec's.

Enter the file extensions that you allow uploaded to support tickets separated by commas.  * means allow all file extensions(security risk).

Waiting on tech

Saturday Shift Assignement

All saturday's shift has been successfully deleted

The saturday's shift on the range has been successfully deleted

please select both dates or leave them in 00/00/0000 to delete all records

Final date must be greater that the initial date

Final date canīt be equal to the initial date

Some dates in the specified range have assignements, please check the shifts report and try again

The Shift Schedule has been successfully generated

View closed tickets service rates

Ticket Filter

View All Tickets

My Tickets

My Tickets & Unassigned Tickets

For Active Customer

For Guest Users

Status

Priority

Toggle All

delete

close

User

Email

Rated given by customer

via E-mail

User

Action

Your feedback has been recorded

Thank You

Error: the referred ticket does not exist

The service on that ticket has already been rated

Error: invalid hash

Error: invalid rate

Saturday Shift

000

Select

Leave both dates in 00/00/0000 to delete all

Update Turn

Generate Saturday Shift List

Click OK if you are sure you want to close the selected items.

Erased User

Erased ticket type

Edited message

Deleted message

Added message

Undefined action

Changed type to "%s"

Changed priority to %s

Changed subject to "%s"

Changed status to %s

High

Medium

Low

Unassigned

Opened

Reopened

Guest User

Saturday time assigned

Send reminder email to next saturday's Staff

Click over the link to send a reminder email

Enter the code


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# ADDED IN VERSION 3.1.0
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You need permission to assign tickets

User is not active

You don't have permission to assign new tickets

You don't have permission to assign to this department or staff member

Operation failed: ticket has already been assigned

There's not an staff assigned to work's on next saturday

Ticket(s) has been closed

Department "%s" was successfully deleted

Escalation rule was successfully deleted

E-mail routing rule was successfully deleted

Ticket has been deleted successfully

Ticket filter has been deleted

Ticket(s) has been deleted

Couldn't delete ticket type because there are tickets or E-mail routing rules associated to it

Ticket type "%s" has been deleted

Assign Ticket

You don't have permission to assign to this department

You don't have permission to assign to this staff member

Ticket was not found

Security breach attempt has been logged. Your session has been logged.

Autoresponder "%s" can't be deleted because it's used in at least one E-mail routing rule

Autoresponder "%s" has been deleted

Autoresponder "%s" has been saved

Department has been saved

Department has been created

Support routing rule has been saved

Support routing rule has been created

Escalation rule has been saved

Escalation rule has been created

Comment

Rate: %s

The code you entered is incorrect

Sorry, you don't have access to support

Thank you. Your request has been processed

Resolution summary for ticket #%s ("%s")

Filter name invalid

Ticket type has been updated

Ticket type has been added

Could not move ticket: there is no customer with that ID

Ticket ownership has been transfered

Frequency to send feedback request E-mails

Select how often you wish to have the system send an E-mail to the customer requesting for feedback about the service, after a ticket is closed. You can modify the E-mail's template in the E-mail templates settings section.

Never

Every month

Every two months

Every three months

Every six months

lead

Department %s

Here's the transcription of the ticket messages:\r\n\r\n

Ticket resolution notification

Ticket #%s has been escalated through the rule "%s"

Staff member %s has closed ticket #%s ("%s") and created the following resolution note:

View tickets assigned to their departments

View tickets assigned to other departments

Assign unassigned tickets to any department

Assign themselves unassigned tickets

Assign themselves tickets in their departments

Assign themselves tickets from other departments

Assign their tickets to departments they are members in

Assign their tickets to other departments they are not a member of

Assign tickets they don't own to any department

Show departments

Manage departments

Show escalation rules

Manage escalation rules

Show e-mail routing rules

Manage e-mail routing rules

View ticket types

Manage ticket types

View Event Log for Ticket events

All ticket types

Software

Billing Issues

Control Panel

E-mail Problems

Upgrades

Other

Edit Department

New Department

Enter one E-mail per line.

POP3 fetching

Pipe forwarding

high

medium

low

<b>%s</b> priority tickets

<b>%s and %s</b> priority tickets

<b>%s, %s and %s</b> priority tickets

You can use * to apply to all incoming E-mails.

Leave unassigned

Edit Escalation Rule

New Escalation Rule

Tick if you wish that, after a ticket is escalated by this rule, it doesn't get escalated again later by this same rule.<br />\nIt will be able to be escalated by this rule again only after the assignee, status or priority have changed.

Tickets automatically created by the billing engine (for example when a paypal subscriptions is cancelled) will have this type.

Related KB Articles

Staff Notes

Opened By

View ticket details for ticket

Subject: 

Guest

Ticket moved from guest to customer

Added feedback comment

Event log for Ticket %s

Assigned to Department %s

Assigned to Staff %s

Created ticket #%s

Staff notes for this particular customer and ticket type (%s)

By %s on %s

Internal

Add new template

Registered

Guests

Registered & anonymous

Selected groups

Public section

NA

Unnamed Rule

Don't change

%s hours

Click to toggle ticket details

Messages

Group:

Feedback Comment

You don't have access to this section

Subscribe

Unsubscribe

Canceled

%s (guest)

Contents: 

No Rating Yet

NOTICE

All members belong to the Department General, and this department can't be erased.

Department Settings

Group members

Staff members

Save

Toggle Advanced Rules

Department Lead

When ticket is assigned or escalated to the department, assign to lead

When ticket is assigned or escalated to the department, notify lead

Send closed tickets to lead

Send customer feedback to lead

Send ticket resolution articles to lead

When ticket is assigned or escalated to the department, also notify this list

Applicable E-mail Routing Rules

Messages sent to the E-mails:

Routing type:

Send copy to

edit

There are no rules applicable for this department

Add new

Applicable Escalation Rules for Tickets Belonging to this Department

For departments

After

hours since opened

Reassign to department

There are no escalation rules originating from this department

Applicable Escalation Rules for Tickets Escalated to this Department

There are no escalation rules targeting this department

Handling Support Requests

Use this screen for creating rules to determine how incoming E-mails and support requests entered in the public section will be handled.

The "Autoresponder template", "Open ticket" and "Send copy to" fields determine which actions are taken.

Rule name

Request source

E-mail pipe forwarding

E-mail POP3 fetching

User type

Any (Guests and Registered)

Registered, from selected groups

Select groups

Autoresponder template

Open Ticket?

Set to priority

Selected by customer

Set to type

Select type

Assigned by default to

override

Assign to

set to ticket type default

Ticket type default assignee

Pipe Forwarding Set-up

E-mails

Filter out

Have each of the above E-mail addresses forward to

Pop3 Fetching Settings

This works in tandem with the "Tickets Generator" automation service, so you need to have it enabled for this routing rule to work.

Be aware that this rule will only apply to E-mails sent to this account, to the E-mail(s) address(es) specified below. You can use a same account in many routing rules, as long as you set the E-mails below consistently.

E-mail server hostname

E-mail server port

E-mail account username

E-mail account password

Delete E-mails on server

after retrieval

By creating this rule, you will be giving access to the public support section under the directory /public of your installation.

If the type of customer (Guest or Registered) that enters a request in the public section doesn't have an associated routing rule, then his request will be silently ignored. Therefore we recomend to have rules for all customer types, setting autoresponders with the appropriate messages for those you don't wish to process.

Escalation Name

Conditions triggerring the escalation

Assigned to departments

Time elapsed since last reply:

Hours

Ticket status

Tickets of priority

Appearance Actions

Change Ticket Tag

Clear

Red

Green

Blue

Yellow

Escalation Actions

Change Priority

Reassign to

Don't reassign

Only apply once

Notification Actions

Send Transcription To

Notice

In order to delete a ticket type you have to assign all tickets having this type to another type, and modify current E-mail routing rules pointing to this ticket type.

Enabled

Enabled in the public section

Associate to billing events

Default assignee

Tickets having this type

Associated E-mail routing rules

Create Ticket Filter

Select condition

Assigned to

Ticked type

Department

That Contain

Is

Is Not

Match type

Against all conditions (AND)

Against any condition (OR)

Contain

Not contain

Greater than

Less than

remove

show/hide conditions

{actionfilter}

as

private

delete filter

Assign New Tickets To

select dept or staff

Move to registered user

Plan Name

Added On

on

You can view the status of your ticket by entering your email and any ticket ID in the fields below.

Once logged in you can add a reply.

Verification Code

Submit Ticket

If you can't find a solution to your problems in our <a href="index.php?fuse=knowledgebase&view=KB_MainView&public=1">knowledgebase</a>, you can submit a ticket by selecting the appropriate department below.

General Information

Message Details

Msg. Subject

Message

Upload File(s)

view full comment

You can also enter here any additional comments about the service:

Thanks for your Time

Visible by customer

Staff-only

Resolution summary for this ticket

Skip

You may use tags in both the subject and content

Click to view available tags

A template can only be deleted if it has no associated E-mail routing rules.

Template name

Assigned to rules

E-mail subject

Group Members

Staff Members

Lead

Applicable Escalation Rules

There are currently no Departments defined

When an E-mail is received or a new request is entered through the public section, rules are checked as they are ordered below and only the first matching one will be processed.

You can drag and drop lines in the table to reorder the rules. Order will be saved automatically.

if you choose not to handle E-mails from guest clients, it is recommended that you set up at least one routing rule that handles them with an autoresponder letting them know that their message was discarded.

Autoresponder

Create Ticket

Source

There are currently no E-mail routing rules defined

For escalations to be triggered, please remember to set up the "Ticket Escalation" automation service.

After this many hours

Change priority to

There are currently no escalation rules defined

My question is

Open ticket in the name of user

Notify user

Open Support Tickets

ID

Drag and drop lines in the table to reorder the ticket types. Order will be saved automatically.
