Advanced Ticket Management
Manage your client’s support requests like a pro using this ticket management system. This plugin is built in a manner that any company regardless of how small or big can use it.
Create Unlimited Agent Accounts
Create an unlimited number of agents, Agent administrators, and agent groups without any restrictions and extra expenses. No need to pay on per agent basis for all the expensive help desk services.
Represent all the reports and data graphically and analyze your services like a pro. Various statistics regarding tickets, agents, groups, feedbacks, ratings, clients, etc. can be view graphically with this plugin.
Create Agent Groups
Manage your agents by creating agent groups. Agent Groups can be mapped with ticket topics. Tickets can be assigned to agent groups or group admins for easier ticket allocation. Make groups of different departments and map them with ticket topics for faster and easier ticket processing. You can do so much more with this feature.
User Feedback Module
Once a ticket is solved, you can send an email to your user, asking for feedback on the support received. The user can leave a rating and feedback comment.
Various email notifications are sent directly from the plugin at various stages of a ticket. Email notifications are sent both to the site admin and ticket creator at various points of interaction. All the emails sent can be configured from the plugin settings panel.
Automatically Assign Agents
You can automatically assign agents as soon as the tickets are created and thus save a lot of time and hassle. Agents can be assigned automatically using various methods as per your company or product requirement. You can choose to assign a ticket to any agent, agent group, agent admin, or group admin as per your needs. You can even assign tickets in loop order or can assign tickets with an agent with the lowest number of tickets. This way you can divide work easily and equally among your agents. You can even map ticket topic with agent groups and assign based on selected ticket topic. There is much more this feature can do to make your life easy while managing tickets.
User Login & Registration Module
Any user can register, log in, and reset password from your website using this module. Proper email verification is done before activating the user account. A client or agent both can manage their tickets after login on site.
Multi-Level Ticket topic management
All the tickets created are categorized by a topic. You can create topics in a multi-level hierarchy. Topics can be mapped with agent groups and can thus help in auto-assign tickets based on topics.
Map Agent Groups & Ticket topics
Map ticket topic with agent groups and auto-assign tickets to agent groups based on selected ticket topic. This helps in assigning the tickets to your agents fast and accurately. You can manage and save a lot of time and hassle using the module.
Multilingual – Translation Ready
This plugin can be translated into any language. Proper translation files in .po and .mo format are included in the package. You can translate the plugin in any language of your desire.
This plugin is multisite compatible. It can be installed individually on each site on your multisite network.
Ticket Listing and Sorting
The ticket listing module helps in the detailed view of all tickets in one place. Tickets can be sorted based on various columns in ascending and descending order.
The client can reply directly from his/her Email account
Your clients can directly reply to the ticket from the email itself, without visiting the website. Ticket Comment/reply can be done from the site as well as from email. IMAP settings are configured in this plugin and replies can be fetched from your email account. Moreover, email attachments can be fetched and stored along with comments on your website.
Solved tickets can be marked as closed automatically after a certain period of time. Time can be configured from the plugin settings panel.
There is an inbuilt FAQ (frequently asked questions) module integrated in this plugin. You can create questions and answers related to your product or site and display them to any visitor on your site. In case if the user is not able to find the proper answer he/she is looking for from this FAQ section, then he/she can create a new ticket asking for support on your site.
Various User Roles
Various user roles are integrated in this plugin for better categorization and user management. Client, Agents, Agent Admins are different user roles that can be assigned to a user. Agent group admin can also be managed after creating an agent group.
This plugin also comes with a feature to receive email replies as ticket comments. This means a ticket creator can reply to an email and it will be stored as a comment in the system. You can configure your email account IMAP settings securely in this plugin.
Very well developed and detailed documentation is included in the package. All the features and steps are with proper screenshots. In case of any doubts, you can always visit the documentation.