Getting Ready 5 - Setting Up Support Ticket System
The ticketing system in the "Live Chat, Contact Form & Ticket System" module is designed to manage and centralize customer support requests. This feature helps track, prioritize, and resolve customer issues efficiently.
Understanding the ticketing system
The ticketing system allows customers to submit support requests through a structured form. These tickets are then assigned to the appropriate department or staff for resolution, ensuring organized and timely customer support.
How to configure the ticketing system
Follow these steps to set up the ticketing system in your PrestaShop store:
Step 1: Access ticketing system settings
- Go to the module configuration page.
- Navigate to the Settings tab.
- Select the Ticketing system sub-tab.
Step 2: Enable and configure the ticketing system
- Enable the ticketing system: toggle the Enable ticketing option.
- Fill in the URL alias for the support form page.
- Configure ticket auto-closure: Set the number of days after which a ticket will automatically close if there is no response from the customer. Leave this field blank to disable auto-closure.
Step 3: Additional settings
- Enable Use URL suffix to add ".html" to the end of URLs.
- Enable Remove support ID on URL to make URLs more friendly.
- Enable options to display products, order references, and staff in the ticket list.
- Set the Number of messages to display. Leave blank to display all messages.
- Enter Emails to receive support notifications, separated by commas.
- Enable Only display open tickets for site manager to limit the view to open tickets.
Setting up the ticketing system ensures that customer support requests are managed efficiently and systematically, leading to better customer satisfaction and streamlined support processes.