Can Admins/Staff Create Support Tickets?

Creating support tickets is not only a task for customers but also a crucial functionality for admins and staff. This guide will walk you through how to create a support ticket on behalf of a customer from the back office using the "Live Chat, Contact Form & Ticket System" module.

Why do we need this feature?

As an admin or staff member, you might need to create support tickets on behalf of customers who contact you through other channels, such as phone or email. This feature ensures all support requests are documented and managed efficiently within your PrestaShop system.

How admins/staff can add a support ticket from the back office

Follow these steps to add a support ticket as an admin or staff member:

Step 1: Use your admin or staff account to log in to the back office of your PrestaShop store.

Step 2:

• Go to the configuration page of the "Live Chat, Contact Form & Ticket System" module.
• Select the "Tickets" menu.

Step 3: Click on the "Add new ticket" icon located at the top right corner of the support ticket list.

Step 4:

• A popup titled "Select ticket form" will appear.
• Choose the appropriate support form that matches the issue you are addressing.
• After selecting the support form, click "Continue".

Step 5:

• Search for the customer related to the support request by customer name, ID, email address or phone number.
• Select the appropriate department that will handle the ticket.
• Enter the necessary details in the support form.
• Click "Submit" to create the support ticket.

Step 6:

• The customer will receive an email notification once the support ticket is created.
• They can track their support tickets by visiting "My account > Support tickets" page on your store.

Conclusion

By allowing admins and staff to create support tickets, you ensure that all customer support requests are systematically managed, even if they are received through non-digital channels. Following these steps will help you maintain a comprehensive support system that benefits both your team and your customers.