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CS-Cart Support Ticketing System

The CS-Cart Support Ticketing System addon makes it easy for customers and vendors to get help directly from their online store. Registered users can create support tickets from their account to ask questions or report problems. All their tickets are saved in one place under the Support Tickets section in their My Account.

Admins manage these tickets from the admin panel. They can assign tickets to support agents, reply directly from the panel, add internal notes for team communication, and organize tickets by types and status. Vendors also get a dedicated panel to create and respond to tickets, making this add-on a complete, multi-user support solution for CS-Cart stores.

Features 

  • Easy Ticket Creation: Customers, vendors, and admins can create support tickets directly from their panels using a simple form.

  • Select Support Admin Usergroup: Choose an administrator user group to manage support tickets. Only admin-type groups are available.

  • Assign Tickets to Agents: Admin can assign any ticket to a specific agent for faster and clearer communication.

  • Separate Tickets by Type: Admins and agents can add various ticket types, such as Order Problems or Refund Requests, to help keep tickets sorted and easy to manage.

  • Email Notifications: In some cases, like new messages, ticket replies, and updates, customers, admin, and agents get instant email notifications. 

  • Internal Notes for Team Chat: Admins and agents can add private messages in tickets that are hidden from customers.
  • Change Priority: Admin can change the priority of tickets according to the queries.
  • Add Attachments to Tickets: Admin/Assigned agents/Customers can add attachments to ticket replies. 
  • Trash and Restore Options: The admin and agent can delete any ticket and recover it at any time. 
  • Add Collaborators via CC Email: Admin, agents, and customers can add CC emails to include others in the support chat.
  •  Simple Vendor Support: Vendors can also raise tickets, reply, and chat with the admin or assigned agents from their panel.
  • CS-Cart Support info: The add-on is well integrated with CS-Cart Multi-Vendor and can be used with its standard, Plus, and Ultimate Versions.

How the Addon Works 

✅ After installation, the add-on can be accessed directly from the “Items for menu” option in the General tab.


Now switch to the Settings tab, where you'll find two main options provided below: 

  • Support admin usergroup: Use the down arrow to select a user group responsible for managing support tickets. Only Administrator user groups are listed, as Customers and Vendors are ticket users.
  • Support admin Email-Id:  In the field, enter the support Admin email ID that will be used to receive and send ticket-related emails to customers. 


Support Tickets Overview 

Next, let’s take a closer look at what the Support Tickets menu provides and how tickets can be created, handled, and seen. 

  • In the website menu, you’ll find Support Tickets and Ticket Types options.
  • Click Support Tickets to view existing tickets, check details, replies, or assign agents.
  • To create a new ticket, simply click the (+) button in the corner.

Go to Website ➡️ Click Support Tickets in the menu ➡️ The Manage Support Tickets page opens with already created tickets and their details


Ticket Types 

The Ticket Types option opens the Manage Ticket Types page. These Ticket types organize customer and vendor questions by topics like Order Shipping and Tracking, Returns and Refunds, and more. This helps to sort, manage, and reply to each question asked through the ticket easily. 

The admin and assigned agents can see the default ticket types and add new ones by clicking the (+) icon.

Go to the website ➡️ Support Tickets menu ➡️ Click Ticket Types ➡️ View default and created ticket types ➡️ Click (+) to add a new type.

  • On the New Ticket Type page, you can enter the ticket type and choose its status.
  • Then, press the Create button.


Admin creating new ticket 

The admin can create new tickets on behalf of customers and vendors. To do this, click the (+ Create Support Ticket) button on the Manage Support Tickets page. 

Create New Ticket Process 

In Create Support Ticket pop-up, 

➡️ Click the (+) button to choose a user for the ticket, select one from the list, and press Choose.

➡️ Next, pick a ticket type from the dropdown. 

➡️ Enter the ticket subject.

➡️ Write the message in the main field.

➡️ And attach a file if needed.

At the end, click on “Create Support Ticket”.

Support Tickets Dashboard and Controls

  • You can find both recent and past tickets on this page.
  • Ticket Statuses: Open, Pending, Answered, and others are the different ticket statuses. Tickets move to these status tabs during conversations, either automatically or when updated by the admin or agents. Also, the admin and agent can delete any ticket and recover it from the trash at any time.
  • Use Ticket-ID or Replies to open the chats. 
  • The admin panel allows the admin to assign an agent using the Select Agent option. 


✅ Create a User Group for Managing Support Tickets

To manage support tickets, the admin needs to create a user group. Here's how:

  • In the Users menu, select User group and click on New user group in the corner, enter the name of the User Group, and set the type to Administrator.
  • Change the status to Active.
  • Under Privileges, give full access to the required permissions.

Make sure to give full access to these two privileges:

  • Ticketing System
  • Ticketing Type

These are required for the ticket support system add-on to work correctly.

Once everything is set, click the Create button to save the user group.

Go to Users ➡️ User Groups ➡️ The page shows existing user groups ➡️ Click New User Group ➡️ Fill in the details in the pop-up window ➡️ Click Create




  • In the addon’s settings, select the Support Admin Usergroup from the listed administrator-type usergroups that will be responsible for managing support tickets. 


Set First Name as Required

Enable the first name checkboxes to require users to enter their first name. This ensures no admin, customer, or vendor registers without a name.

Go to Settings ➡️ Profile Fields ➡️ In Contact Information, enable the checkboxes for First Name (Show and Required).

Accounts in Administrators 

  • The administrators' menu shows all created sub-administrator accounts that will function as agents once their “Support admin user group” is activated.


Now, access any administrator account or create a new one. 

Then, switch to >> User Group Tab within that account.

  • Here, the admin must change the Support Admin Usergroup’s status from “Available” to “Active” so the sub-admin is set to work as an agent. 

Note: Similarly, the admin can change the other sub-admins' “Support admin usergroup” status from available to active and set them to work as agents. 

  • Using the gear button, log in with this created sub-admin account, which is now an agent. 


  • This agent panel opens with no support tickets currently assigned to the agent.


Note: If the “Support Admin Usergroup” is not active in the sub-admin's profile, they will work as a regular admin. Once the admin activates it, the sub-admin will start working as a support agent.


How Customers Create Tickets from the Storefront

  • After customer’s successful registration, the My Account shows a Support Tickets option.
  • Click on it to open the support tickets page, where all created tickets will be listed along with details like Ticket ID, Subject, Creation Time, and more.
  • To raise a new issue, click the “Create Support Ticket” button.


  • Now, select a ticket type, enter a subject and message, and attach a file if needed. Then, press the Create Support Ticket button. 
  • The ticket page opens with the customer’s message and a text box to type their next message. They will also be able to reply to messages if an agent or admin sends one. 
  • The customer can also view ticket details like the number of replies, assigned agent, status, ticket type, and collaborators. These update when the admin/agent makes changes.

Admin panel with all the tickets 

The admin panel’s support tickets menu shows all tickets submitted by customers, vendors, or the admin. The admin can reply to tickets and assign an agent to handle them. 

In this case, the page below shows the list of tickets with the newly created ticket and assigns the new ticket to John Agent as an agent to manage that. 


Admin Managing Messages

  • After receiving the customer’s message, the admin assigned an agent and replied to the customer. The admin also changed the ticket priority and used the Internal note feature for a private chat with the agent. Internal notes are only for internal discussions and are not visible to the customer.
  • Yellow highlighted messages appear when the admin assigns, changes, or removes an agent; when internal notes are used for private chats by the admin or agent; or when the ticket’s priority, status, or type is updated. 

In the Admin, Agent, and Customer panels, the Support Ticket chats page allows the following actions:

  • Only in Admin Panel: The admin can reassign the ticket to another agent.
  • Admin and Agent Panels: Both can change the ticket’s priority, status, and type in their chats page.
  • Admin, Agent, and Customer Panels: All three can add CC emails to include others in the conversation for better support.


Assigned Ticket in Agent Panel

The ticket is visible in the panel of the assigned agent. They can click on the Ticket ID or Replies to view the messages.

  •  In the storefront, you can see the customer’s ticket priority is set to High, and the chat flow between the customer, admin, and agent. 
  • The page below opens when the customer selects Support Tickets in My Account.  All tickets created by the customer will appear here with their details. 

Support Ticket Creation by Vendor

  • Log in as a vendor and go to the Message Center menu. Click on the Support Tickets option to see all tickets created by that vendor.
  • To create a new ticket, click the (+) button and follow the same steps as the admin and customer did above for creating ticket.
  • The ticket is created but no agent is assigned to this yet. Now the admin can assign the agent to this ticket and allow the vendor to communicate with both the admin and the agent. 


Email Notifications Overview

Customers receive email notifications in these cases:

  • When a ticket is created
  • When an agent is assigned to their ticket
  • When the agent replies to their ticket



Admins and Agents receive emails in these cases:

  • When a customer creates a ticket (admin gets notified)
  • When an agent is assigned to a ticket (agent gets notified)
  • When a customer replies to the ticket (agent gets notified)


Customer received mail when the agent replied to the ticket. 


The agent received this email notification when the agent was assigned to the ticket.


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

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