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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

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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).

View closed tickets service rates

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

Unassigned

Opened

Reopened

Guest User


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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

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

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

Ticket resolution notification

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

Software

Billing Issues

Control Panel

E-mail Problems

Upgrades

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.

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

View ticket details for ticket

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

Add new template

Registered & anonymous

Selected groups

NA

Unnamed Rule

%s hours

Click to toggle ticket details

Group:

Feedback Comment

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Canceled

%s (guest)

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# ADDED IN VERSION 3.2.0 beta1
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Please reply above this line

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Client Ticket

Ticket Information

Have a question or an issue, we are here to help you. Please submit a support ticket for assistance.

Subject and Question

Closed Ticket List

This section contains the list of closed tickets.

Tickets List

View the list of all the tickets in this section.


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# ADDED IN VERSION 3.2.0 beta2
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Not Available

View closed tickets


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# ADDED IN VERSION 3.2.0 beta3
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Here's the transcription of the ticket messages:\r\n\r\n

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Below is the ticket status and history for the selected ticket.

Customer Rating

Reply To Ticket

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


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Event Log

Allow Guests To Submit Tickets

Select YES if you want to allow guests to submit tickets from the public section.  <br /><b>Note</b>: If you want to change the department these tickets are assigned to, create a support routing rule for guests and the public section.

Open Tickets


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Subject: 

Contents: 
