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.