Magento Support Ticketing System

The Magento Support Ticket System Module provides a simple and effective way to manage customer queries. Both admins and registered customers can create support tickets directly from their panels using an easy-to-fill form. Admins have full control over ticket management. They can assign tickets to agents, organize them by type, such as order issues or refund requests, set priorities, and add attachments. Internal notes allow private communication between team members without involving the customer. 

Customers can easily access the support ticket section from the “Default Welcome Msg!” menu on the storefront. All their tickets are stored in one place, making it convenient to follow up, ask questions, or report any problems all within the same interface. This creates a smooth and organized support experience for both customer and the support team.

Features 

• Easy Ticket Creation: Customers and admins can create support tickets directly from their panels using a simple form.
• Select Support Admin Usergroup: Choose a user group/role from the list of “Support Admin Usergroup” that will be responsible for managing the ticket. 
• 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 different ticket types, such as Order Issues or Refund Requests, to keep tickets organized and easy to manage.
• Change Priority: Admin can change the priority of tickets according to the queries.
• Internal Notes for Team Chat: Admins and agents can add private messages in tickets that are hidden from customers. 
• Add Attachments to Tickets: Admin/Assigned agents/Customers can add attachments to ticket replies. 
• Trash and Restore Options: Admins and agents can move tickets to trash and restore them anytime when needed.
• Add Collaborators with CC Email: Admins, agents, and customers can include others in the ticket conversation by adding their email in the CC field.
• Email Notifications: Customers, admins, and agents receive instant email alerts for actions like new messages, ticket replies, and updates.

Overview of the Module

• Go to the Stores menu and select the Configuration option to access the Module core settings. 

In configuration, now you need to select the Ticketing System option and open “Ticketing”. Here, the “General Settings” page shows two main settings: Support Admin Usergroup and Support Admin Email ID.

• Support Admin Usergroup: Use the down arrow to select the support admin user group/role responsible for managing support tickets.
• 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.

• In the “Reports” menu, you will find the “Support Tickets” and “Ticket Types” options. Let’s start by exploring the Support Tickets section.

Support Tickets Overview

The Manage Support Tickets page provides options to filter, view, and manage tickets easily. It supports quick ticket creation, column customization, agent assignment, and ticket deletion, all in a few simple steps. The following section explains each feature in detail.

• Use the Filter option to search tickets based on details like status, agent, subject, customer, and more. Simply choose the option from some available fields or enter the required information, then click “Apply Filter” to view the results.
  • Ticket Statuses: The statuses dropdown shows Open, Pending, Answered, and other 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.
  • Starred: Use the Starred setting to mark important tickets as Starred or remove them from the Starred list as needed.
• Use the Columns setting to show or hide specific columns. Just uncheck a box to hide a column from the table.
• To remove a ticket, use the Actions dropdown and choose “Delete”.

Below is the list of created tickets. Click “View” to check the ticket details and start a conversation, or select any ticket to assign or change the Agent and manage Starred settings. Use “Create Support Ticket” to make the new ticket.

Manage Ticket Type

The Ticket Types option opens the Manage Ticket Types page. These Ticket types organize customer 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 page below shows some default ticket types and gives you the option to create new ones. While default types can be edited, but cannot be deleted.

• Edit ticket types: To edit a default or created ticket type, simply tap on it, make your changes, and hit the Save button. 
• Add New Ticket Type: To create a new type, use Add New Ticket Type button, enter the name, set the status, and press Save Ticket Type to add it.

Admin Creating New Ticket 

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

Create New Ticket Process 

Open the ticket creation form by using the “Create Support Ticket” button and fill-in the necessary details by following the steps below: 

• User ➡️ Click the dropdown to choose a user/customer for the ticket, select one from the list.
• Subject ➡️ Enter the ticket subject.
• Ticket Type ➡️ Pick a ticket type from the dropdown. 
• Message ➡️ Write the message in the main field.
• Attachments ➡️ And attach a file if needed. 

At the end, press the “Save Support Ticket”.

Support Tickets Dashboard and Controls

• You can find both recent and past created tickets in the Manage Support Tickets page. 
• Using the filter feature, the newly created support ticket is shown. 

Create a User Role for Managing Support Tickets

To manage support tickets, the admin must create a user role. Follow these steps:

➡️Go to the System menu and select User Roles.

➡️Click on Add New Role in the top corner.

➡️In the Role Info tab, enter the name of the role.

➡️Switch to the Role Resources tab and in the Reports section, enable both Support Tickets options (Support Tickets and Ticket Type) to ensure the support ticket system functions properly for this role.

➡️Finally, click Save Role to complete the setup.

• The newly created role is now listed on this page.

• The Support Admin Usergroup must be selected in the store’s configuration settings from the available user groups/roles to manage support tickets.

User Administrators Accounts 

You need to create or use existing user administrator accounts present in All Users that will function as agents once the main admin assigns them to a specific ticket. However, they will only act as agents if a key condition is met within each account. Let’s explore what that condition is, along with the complete steps to create a user administrator account.

• Go to the “System” menu and open the “All Users” section to view the list of admin user accounts.

• These admin user accounts will act as agents once the selected “Support Admin User Group” is chosen for them. To proceed, let's access the last existing administrator account by selecting it.

• On this User Account Information page, all required fields, including the password, must be filled in correctly. 

• Now, Switch to >> User Role 
• Here, the admin must select the same user group/role set in the “Support Admin Usergroup” setting to allow this admin user to work as an agent.

• This is the agent panel with no support ticket assigned yet. It was accessed through an admin user account for which the Support Admin Usergroup role has been selected.

Note: If the “Support Admin Usergroup” is not selected in the admin user account profile, they will work as a regular admin. Once the admin selects it from the user role, the admin user will start working as a support agent.

How Customers Create Tickets from the Storefront

• After the customer registers successfully, the “Default welcome msg!” menu shows the “Support Tickets” option. Open it to view all tickets created by the customer or to create a new one.

• Created tickets are listed with information such as status, agent, replies, and more. To view a ticket, use its Ticket-ID. To add a new one, click on “Create Support Ticket.”

• The “Create support ticket” page allows the customer to 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 settings update when the admin/agent makes changes.

• In the admin panel, open the Manage Support Tickets page. Select the recently created ticket to assign an agent or edit the starred option if needed. 
• In this case, the admin filtered the newly created ticket, selected it, and assigned the “sub admin” as the agent to manage the ticket.

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.

Below you can see the customer’s ticket priority is set to High and the chat flow between the customer, admin, and agent.

How to Create Email Notification Templates

The admin, agent, and customer get email notifications for some ticket-related updates. For example, the admin is notified when a ticket is created, the customer gets an email when the agent replies, and more notifications are sent in similar cases.

These are email notifications of different cases: 

• Customer received mail when agent replied

• Agent received mail when customer replied

New Email Template Creation Process 

To send proper email notifications to ticket users, the admin needs to add email templates. They select the template type, such as Ticket Reply Email (Admin or Frontend), and enter the subject and content. This content will be sent to the respective recipient.

• The list below shows the email templates created so far.
• Click on >> Add New Template

On this New template page, fill in the details provided below:

➡️ Template: Select the template type, such as Ticket Reply Email (Admin or Frontend), from the dropdown. To auto-fill default content, simply click on “Load Template”. 

➡️ Template Name and subject: Enter Template Name and Subject of template.

➡️ Template Content: Add Template main content that will be sent to admin, agent, or customer. 

At the end, Press the Save button.

✅ Final Thought

The Magento Support Ticket System helps manage customer queries in a simple and organized way. Admins and agents can easily handle tickets, assign roles, and communicate using internal notes. Customers can raise and track their issues from their accounts. The Module keeps everything clear and accessible for better support.