CS-Cart Support Ticketing System integrates the Ticketing system to your CS-Cart store. This add-on allows to registered users of the store-front to create tickets regarding their queries from the store-front. All the tickets can be viewed in the customer account at your store-front under the Support Tickets option available in the My Account section. Admin can easily manage those tickets from the Admin panel under the Support Tickets option available in the website section.

Features:

New features added in Addon Version-2.0 

• Add a new menu for ticket types where the admin can see the ticket types.
• Feature to view, create, update ticket type from the backend.
• New frontend UI which looks more attractive.
• A totally new page is added to create a support ticket from the front-end.
• A drop-down menu is added to see ticket by ticket statuses.

Addon Version-1.0 

• Admin can manage all the tickets from the CS-Cart admin panel.
• Integrate Support Ticket System with your CS-Cart Store.
• Easy & effective interaction between Admin and Buyers.
• Enables the store-owner to handle service tickets raised by customers.
• A well-managed helpdesk system for your CS-Cart site.
• Store visitors or registered users can raise tickets relating to any concern/issue/ inquiry.
• Customers can manage their tickets from the front end.
• Store admin can manage all the tickets from the CS-Cart admin panel.
• Admin can reply to those tickets created by the buyer.
• The admin can assign an agent to the ticket who will look after the customer's issue.
• Admin/Agent can create or delete or manage the tickets from the CS-Cart backend as per the privilege assigned.
• Admin/Assigned agents/Customers can add attachments to ticket replies.
• Improves customer retention and brand image.
• Admin can change the priority of tickets according to the queries.
• Customers can create a ticket for any help.
• Buyers can view all the tickets.
• Customers can filter and sort the tickets.
• Customers can add collaborators.
• Attach files and images for better query resolution.
• A systematic record of the shared data.
• Admin can add internal notes which are only shown to agent and admin.
• Admin can delete any ticket and also can recover it at any time.
• When a customer replies on a ticket its status changes to open.

Installation:

How to install Addon

https://store.ecarter.co/blogs/how-to-install-addon/

How to addon works

New Addon Menu (updated in Version 2.0):

• In General tab
• Items for menu: you can directly access the support ticket page for manage tickets in the website menu through this link. and also click on the ticket type link to view create and update the ticket type.

Addon Setting:

• Support admin usergroup: Here user select the specific user group to manage the support ticket(Administrator, Content Manager, Sales Manager, or Ticket System).
• Support Admin Email id: Here enter the support admin email address, where support requests and inquiries will be received.
• Click on the Save button.

Where to find Support Ticket At Admin Panel (updated in Version 2.0):

• Go to Support Ticket >> Ticket Type under the Website menu.

Where to see Ticket-Types (updated in Version 2.0):

• Here you see the default ticket type list on the Ticket Manage Data Page.
• Click on the (+) icon to create new ticket type. 

How To Create Ticket-Types (updated in Version 2.0):

• Ticket type: Enter the name of the Ticket type.
• Status: Select the status of the ticket type.
• Click on the Create button.

How To Create Ticket:

• Click on the (+ Create Support Ticket) Button to create support ticket.

• User: Choose user from here.
• Ticket type: here user select the ticket type.
• Subject: user add subject.
• Message: here user write the message.
• Attachments: users attach file.
• Click on the Create Support Ticket button. 

How To Manage Tickets:

• This support ticket management system page, where users can view, filter, assign agents, track replies, and manage customer support tickets efficiently.

Create user-groups:

• Go to the Customers >> User groups.

• Click on the (+) icon to create user group.
• here you see the created user group.

Create Ticket Agent:

• Go to the customers >> Administrators.

• Click on the (+) icon to add a ticket agent.
• here you see the created ticket agent.

Assign User-Group To Ticket-Agent:

• Open the created agent.
• Switch on the User group.
• Change the user group status from 'Available' to 'Active.
• Click on the Save Changes.

• After Creating User group and assigning the user group to the ticket agent, we need to go to the addon setting.
• Choose the user group that you created.
• Click on the Save button.

Answered Tickets:

• The "Answered" section in the support tickets shows the tickets that have received a response.

• This support ticket system allows users to view, open, assign agents, and track replies for different ticket statuses

How To Reply On Tickets:

• This support ticket system allows users to view customer details, set ticket properties, add collaborators, chat, attach files, and send replies on Support ticket page under the Website menu.

How to show on storefront

• Go to the My Account.
• Click on the Support System to open and create ticket.

Create Tickets From Front-End(updated in version-2.0):

• ALL Status: Click on the "ALL Status" dropdown to filter tickets based on their status.
• View Created Tickets: A list of tickets is displayed with details like Ticket ID, Subject, Created Date, Replies, Assigned Agent, and Status.
• Check Ticket Replies:  Click on the reply count in the "Replies" column to see responses.
• Open a Ticket: Click on the Ticket ID to view its details.
• Create Support Ticket: Click on this button to create a support ticket

• Here users fill in all information.
• Click on the CREATE SUPPORT TICKET. 

• Here see ticket by statuses.

Create Tickets From Front-End (Version-1.0):

• Here users can manage support tickets, view replies, see assigned agents, and switch between different ticket statuses easily.
• Click on the "CREATE SUPPORT TICKET" button to create the ticket.

• Fill in the all information to create support ticket.

How To Reply:

• After creating the support ticket, click on the ticket id to open the ticket.
• This page shows a support ticket with details like creation time, assigned agent, status, ticket type, and conversation between the customer and the agent.

Tutorial Link:

Addon-Version:

Version-1.0

Supported Versions:

CS-Cart, CS-Cart Multivendor 4.8.x, 4.9.x,4.10x,4.11x,4.12,4.13x, 4.14x, 4.15x, 4.16x, 4.17x, 4.18x

Support:

This app is developed and published by Ecarter Technologies Pvt. Ltd., a CS-Cart developer. You are guaranteed a quality add-on supported by future versions. If you need help, please contact us via email support@ecarter.co

Need modifications or any assistance? Please, feel free to contact us via email support@ecarter.co