Getting Ready 6 - Add A Support Ticket Form
Adding a support ticket form in the "Live Chat, Contact Form & Ticket System" module allows customers to submit structured support requests. This ensures their issues are tracked and addressed systematically.
Follow these steps to create and configure a support ticket form in your PrestaShop helpdesk module:
Step 1: Access the ticketing system
- Go to the module configuration page.
- Navigate to the Settings tab.
- Select the Ticketing system sub-tab.
Step 2: Click on the Add support ticket icon.
Step 3: In the Info tab, provide the basic details for the support form:
- Enter a descriptive name for the support form.
- Add a brief description of the form's purpose.
- Add metadata for the form: meta title, meta description, meta keyword.
Step 4: In the Field list tab, add and configure the data fields required for the support form:
- Click on Add field to create a new field.
- Choose the type of field (e.g., text, dropdown, file upload).
- Enter the Field name and configure any additional options.
- Repeat this process for all necessary fields.
Step 5: In the Email tab, configure the email settings for notifications:
- Send from email: Specify the email address that will appear as the sender.
*Note: Custom "From email" doesn't support Gmail SMTP service as Gmail forces "From email" to your SMTP username.
- Send from name: Enter the name that will appear as the sender.
- Recipients: Select who will receive the notification emails.
- Activate/deactivate email notification conditions as needed.
Step 6: In the General settings tab, configure additional options:
- Allow unregistered users to submit tickets: Enable this if you want non-logged-in users to submit tickets.
- Require customers to select a department before submitting a ticket: Activate this to ensure tickets are routed to the correct department.
- Associated departments: Select departments that can resolve tickets from this form.
- Enable CAPTCHA protection: Activate this to prevent spam submissions.
- Default priority: Set the default priority for tickets.
Step 7: Click Save to create the support ticket form.
By adding a well-structured support ticket form, you enhance your customer support system, making it easier to manage and resolve customer issues efficiently.