Tickets

Setting it up

Defining types

Ticket types categorize the tickets. For example you could define Sales, Printer problems, Server problems etc. You can define ticket types at:

Administration -> Types

Per ticket type you can enable the option to send an e-mail to the ticket agents that have access to this type when a new ticket is created by a customer.

E-mail templates

In the administration window you can set various e-mail templates that are sent to customers when they create a new ticket.

Permissions

You can control who is a ticket agent per ticket type. If a user has manage permissions on a ticket type he can see all of the tickets and may also claim them and reply to them. If you give a user any lower permission level, this user may only create and view it's own tickets.

Bold tickets

Tickets show up in bold when the customer has created or replied to a ticket. It stays bold until you reply to the customer or close the ticket.

Creating a ticket

To create a ticket you don't need to be a user of Group-Office. So there are two scenario's.

1. You are a Group-Office user
2. You are NOT a Group-Office user

In the following sub-items these scenario's are explained.

As a Group-Office user with access to the tickets module

If you are a Group-Office user but don't have access to the ticket module then you must read the "As guest without access to Group-Office" section.

If you are a user of Group-Office and have access to the ticket module then you can create tickets in Group-Office itself.

You don't need to use the external webpage.

After you have created a ticket, an email will be send to the users' e-mail address with a link inside to the created ticket.

If you click on that link then the browser will open a new window (or tab) and you'll need to log in to Group-Office to view the ticket.

As guest without access to Group-Office

Uncheck login required

Alternate url

If you are NOT a user of Group-Office then you will need to use the external webpage to create a ticket.

After you have created a ticket, an email will be send to the users' e-mail address with a link inside to the created ticket.

If you click on that link then the browser will open a new window (or tab) and will show you a webpage where you can reply to the ticket.

So for this case you don't need to log-in to Group-Office.

Note: The system administrator needs to do 2 things:

• uncheck the "login required" checkbox for the "Ticket" page in the CMS module. (img: Uncheck_login_required)
• be sure that the "Use alternative URL" in the ticket module administration panel is also set to the url of the ticket page in the CMS system. (img: Alternate_url)