Managing tickets - Customers
You can access the frontend component by using this link:
index.php?option=com_rstickets
If you are logged in, it will redirect you to the "My Tickets" tab. If not, you will be redirected to the "Submit Ticket" tab.
Ticket management is done only in the frontend.index.php?option=com_rstickets
If you are logged in, it will redirect you to the "My Tickets" tab. If not, you will be redirected to the "Submit Ticket" tab.
What does the customer see ?
- If he's not logged in, he will be able to send tickets through the "Submit Ticket" tab. Required fields are: Your E-mail, Your Full Name, Department, any required custom fields set for the department, Subject, Message, Priority, CAPTCHA if enabled. Required custom fields are marked in bold.
- If he's logged in, he will be able to send tickets through the "Submit Ticket" tab and manage his already submitted tickets through the "My Tickets" tab. The email and full name are automatically loaded from the Joomla! users database.
- The customer fills all required fields and attaches files (if allowed).
- If the customer was not logged in, the ticketing system searches the Joomla! users database for any users associated with the specified email address. If he finds one, he assigns the ticket to that user. If not, a new user will be created and the login information will be sent to the email address specified.
- The ticket is being assigned to the specified department.
- A new code is generated for the ticket, by adding the department's prefix, a hardcoded dash and either a random combination of characters and numbers or a secvential number, based on the "Ticket generation rule".
- If the department's "Ticket assignment type" is set to automatic, it will be assigned to the staff member that has the least number of tickets open. If not, it will be left unassigned.
- If "Customer receives tickets by email" is set to yes, the customer receives a copy of the ticket by email.
- If "Staff receives tickets by email" is set to yes, the staff receives a copy of the ticket by email. Please note that this will only work for tickets that have been assigned automatically to a staff member.
- If any extra emails are set to be notified, the ticketing system will send out a copy of the ticket by email to everyone specified in the notify list.
- After the customer is logged in, he will see a list of all his submitted tickets in the "My Tickets" tab. Based on what columns are configured in the Configuration > Ticket Listings area, he will be able to see the date when the ticket was submitted, the ticket code and subject, what staff member has been assigned to his ticket (if any), the ticket priority and current status. By clicking on the desired ticket, he is taken to the ticket discussion page.
- In the ticket discussion page, he will be able to see all the information he submitted and all replies. His own replies cannot be edited to ensure discussion integrity.
- By clicking on the "Click here to reply" button, a text box will pop up. The new reply can be written here. He can also attach files to the reply, if the current department allows this.
- Clicking on the "Submit" button the new reply is added to the ticket. The ticket status is changed to "open" with each new reply from the customer.
- The customer can close his own ticket whenever he feels to do so, by using the "Close" link in the ticket discussion page.
- The status is set to "closed" and no new replies (or attachments) can be added. A staff member with enough permissions can reopen a ticket by changing its status to either "open" or "on-hold".The ticket can be closed automatically depending on the autoclose feature settings. You can read more about this here.
