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By appealing to the helpdesk, a user can :
Send a support request to the techsupport using the web interface, e-mail or by phone
Choose the ticket category
Set the urgency level of a ticket
Receive confirmations via the e-mail
Receive replies via the e-mail
Evaluate replies
Close the ticket
The module functions empower your technical support by allowing to :
Receive support requests via the web interface, e-mail, forum, phone or other sources
Classify requests by categories
Assign the responsible person to each category
When creating a new ticket, the responsible person can be assigned automatically depending on category, urgency level
the default responsible person can be assigned.
After the ticked is created, the responsible person receives an e-mail notification
If the responsible person cannot be assigned, the notice is sent to all Techsupport administrators
If a ticket gets modified, the ticket author is notified via the e-mail
If a ticket gets modified by the author, the responsible and/or techsupport administrators of the ticket are notified via the e-mail
Add new ticket states (e.g. New, Open, Resolved etc)
Customize reply ranks (e.g.: Satisfactory, Incomplete etc.)
Customize urgency levels (e.g. high, normal, low etc.)
Configure additional information sources (e.g. e-mail, phone, forum etc.)
Receive support requests using the Mail module
Mark the e-mail messages as spam, thereby teaching the Mail module
Perform actions on tickets (close; open; withdraw the spam mark; mark as possible spam; mark as spam etc.)
Send hidden messages between techsupport team members in the context of a ticket so as not to unveil the service internals to the ticket author.
Leave comments visible to users of the techsupport group only
register new tickets in the Statistics module.
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