The CS-Cart Support Ticketing Addon makes it easy for customers, vendors, and the admin to stay connected and resolve issues quickly. Customers can raise tickets from the storefront, track replies, and communicate directly with the admin or vendor. Vendors manage customer queries from their panel, create tickets for themselves or on behalf of customers, and assign agents to handle conversations. The Admin oversees the entire workflow, from creating tickets to assigning agents, updating statuses, and managing internal notes to keep communication organized.
To keep everything organized, the addon uses ticket types created by both the admin and vendor. Admin manages common ticket types, while vendors create their own for customer queries. Both admin and vendors assign tickets to agents based on their needs. Once assigned, agents reply to messages, update ticket details, and handle the conversation smoothly.
Each ticket moves through clear statuses such as Open, Pending, or Completed, and updates instantly. The Admin, vendors, agents, and customers exchange messages, add attachments, and include others using CC emails. Email alerts notify users about new replies and updates. Internal notes support private team discussions, and priority settings help focus on urgent issues. All support requests stay organized and easy to manage across the store.
Feature
- Easy Ticket Creation: Customers, vendors, and admins can create support tickets directly from their panels using a simple form.
- Select Support Admin Usergroup: When a ticket is created for the admin, selecting an administrator user group to manage support tickets is required. Only administrator-type user groups appear in the list.
- Ticket Creation For Vendor: Enabling two settings allows customers to create tickets and reach vendors using the “Raise Ticket Query” button on product or vendor pages.
- Separate Tickets by Type: Both Admin and vendor can set up separate ticket types in their panels. Ticket types like Order Problems or Refund Requests keep tickets organized and easy to handle.
- Assign Tickets to Agents: The admin and vendor have different ways to assign tickets to agents, which helps manage conversations faster and more clearly.
- Status selection: Ticket statuses, such as Open, Pending, or Completed, update automatically and can also be changed easily by admin, vendor, and agent.
- Internal Notes for Team Chat: The admin, vendor, and agent can add private messages in tickets that are hidden from customers.
- Change Priority: The admin, vendor, and agent can change the priority of tickets according to the queries.
- Add Attachments to Tickets: Admin/ vendor/ Assigned agents/Customers can add attachments to ticket replies.
- Trash and Restore Options: Tickets can be deleted by the admin, vendor, or agent, but they go to the trash first. Only the admin can permanently delete tickets from the trash or restore them.
- 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.
- Email Notifications: In some cases, like new messages, ticket replies, and updates, customers, admin, and agents get instant email notifications.
- CS-Cart
- CS-Cart Ultimate
- Multi-Vendor
- Multi-Vendor PLUS
- Multi-Vendor Ultimate
