The Support Ticket Application within the CRM, offers an ideal way to manage online support/help for your clients. It offers a full set of features to help you manage support with your clients.

To get to the Support Ticket application (admin side), click on the CRM app from the InfiPlex dashboard.

Options

Categories - You can set up categories of support that an end user selects from when submitting a support ticket. You may also select which team members are responsible for responding to which category of tickets. Team members must have an existing User record (purple User app on InfiPlex Dashboard, see User Management for setup) with admin security.

Ticket Type - You have the option to set up your ticket types (i.e. Login help, email help, general question, etc.) by clicking on the Ticket Types tab on the Support Tickets dashboard within the CRM. If you have ticket types set, the end user will have the option of selecting the ticket type from a dropdown when they enter a ticket.

Saved Answers - You have the option of entering Saved Answers. These are templated responses that the team member will be able to edit for each response. You give your answer a Title and then the response. When an admin responds to a support ticket they start typing keywords in the Saved Answer field to filter the possible saved answers til they can determine which answer they want and select it. The answer will appear in the editing window and they can edit it or send it as is.

Team Members - The team member tab is optional and is used if you want to assign team members to categories of support tickets. They will get emailed when a ticket of that category comes in.

Settings - These are the email settings and content for the confirmation emails for support tickets.

Setup on the User Side

There is a Support Ticket system page in the Pages tool (InfiPlex dashboard --> Pages) with the name support_tickets_home.php. This is the Home page of the Support Ticket system where a user will submit their support ticket. Depending on how you want your users to access the Support Ticket System, this is the page you will either link to or set on your main menu.

If an end user is logged in and viewing the support_tickets_home.php page they will be able to view the history of their support tickets and responses associated with the email that that theyare logged in with.  If they are not logged in they will not be able to see any record of their support ticket(s).