Manage Tickets in Magento 2 Support Desk / Helpdesk extension
Admin View Ticket page is divided into 5 following parts –
Header — From here admin can view Ticket number then there are 2 buttons one to go back to ALL tickets listing page and another is to Delete the tickets.
Messages — Here comes all the communication between customer and admin. On top, there is a subject title to which this ticket is regarding. Below are the Messages between customer and admin. Each message has written Admin/ Customer with their respective email addresses. The date and time are also written with each message. If there is an attachment with a message that is also present with each message.
Reply — Admin can reply from the message box from here. Just enter the message to be replied. Admin can also attach any attachment regarding the same if required. Attachment can only be of following specified formats — File types allowed are pdf, doc, Docx, Xls, xlsx, CSV, txt, jpg, jpeg, png, gif
Ticket Information —
Status — Current status of the ticket which is set by admin or default Status of the ticket.
Reported at — Ticket Generation date on which ticket is generated by the customer.
Department — To which department it belongs, so that the appropriate department can reply with accurate information.
Order ID — If a ticket is related to any order and Order number is entered by the customer.
Change Ticket Information —
Status — This can be updated by admin anytime. Admin can add status from Status crud if required.
Department — Department of the ticket can also be changed by admin. Support Desk / Helpdesk for Magento 2 allows admin to add any number of departments and that will come here and can be changed just from the dropdown.
Priority — Priority of the Magento support tickets (https://www.purpletreesoftware.com/
Get this extension at: https://www.purpletreesoftware.com/
PurpleTree Software LLP