Tickets

Config -> Support -> Tickets

tickets icon

TICKETS

In this module you can configure the sender details for ticket notifications.

Please note that email sending must be configured under Config->Main->Email first.

Tickets

Send emails - if this option enabled, Splynx will send notifications when tickets are updated; Send attachments to emails - if this option enabled, attachments in ticket messages will also be sent in the notifications; Sender name - name of sender; Sender email - email address of sender. Email sending for this address must be configured under Config->Main->Email; Copy email - send copies of all emails to this address(if set); Send notifications to the admin panel(if online) - if this option enabled, admins will receive a notification when they are online on the admin page.

SCHEDULED AUTO-ASSIGNING

Let's imagine a situation where you(administrator "splynx") are the lead-support engineer. You have another support engineer(administrator "admin") and you've started to use shifts. The administrator "splynx" will work from 09:00 to 14:00 and all tickets will be assigned to him, and the administrator "admin" will work from 14:00 to 23:00 and "splynx" admin doesn't want to re-assign all tickets to "admin" while he is not working. For this purpose we have a feature scheduled auto-assigning of tickets for a time period, and it can be configured to auto assign all tickets to the administrator "admin" from 14:00 to 23:00.

Auto assign

First of all a project must be created under Scheduling->Projects and an admin must be selected as the default admin(all tickets will be assigned to him).

Then to make all tickets assigned to the administrator "admin" you have to create a task Scheduling->Tasks under your project which you are using in this module.

Scheduled auto assign

Select the correct project, create a descriptions, assign it to the admin which will receive all tickets and the most important - enable the option "Is scheduled". In this example, it's scheduled from 14:00, for 9 hours so from 14:00 to 23:00, all tickets will be assigned to "admin" and after 23:00 "splynx" will receive all tickets again.

TICKET ASSIGNMENT

Admins for auto-assigning tickets can be configured here.

Auto assign

Admins available for auto-assigning tickets - select an admin or admins available for auto-assigning; Sending notifications - there are 2 options available:

  • Random admin(will be assigned to a random admin) - notification will only be sent to the admin who receives the ticket(admin from available list) and the ticket will be assigned to this admin;
  • All available admins(will not be assigned to anyone) - all admins will receive a notification but the ticket will not be assigned to anyone.

TICKETS LINK STATUS WITH ACTION

The configuration of ticket statuses. Custom statuses can be added/removed under Config->Support->General ticket configuration->Ticket statuses

Ticket statuses

On creating - sets the status to "New" when a ticket is created; On opening - when the ticket was closed, and re-opened, it sets the status to "Work in progress"; On closing - when a ticket is closed, it sets the status to "Resolved"; On customer reply - when a customer replied to a ticket, it sets the status to "Waiting on agent"; On agent reply - when an admin replied to a ticket, it sets the status to "Waiting on customer".

DEFAULT TICKET TYPE

The configuration of default ticket types after creation. Custom ticket types can be added/removed under Config->Support->General ticket configuration->Ticket Types

Ticket default type