Ep. 29 - Introducing RSTickets!Pro - Joomla! Professional Help Desk - backend presentation

This episode presents the most important backend features included in the RSTickets!Pro component.

Backend ticket management:

    You can manage tickets directly from the backend:
  1. 1. add ticket replies
  2. 2. close or reopen tickets
  3. 3. flag tickets, add internal notes, view history
  4. 4. attach files to tickets
  5. 5. attach files to tickets
  6. 6. add predefined answers directly from the knowledgebase
  7. 7. modify ticket information: department, status, priority, staff member, customer.

 

The "Departments" tab:

  1. The "Departments" tab allows you to add new departments and set their permissions.

 

The "Staff Groups" tab:

  1. In the "Staff Groups" tab, you can add new groups and set their permissions.

 

The "Staff Members" tab:

  1. In the Staff Members tab, you can add new members and assign their departments.

 

The "Ticket Priorities" tab:

  1. You can add an unlimited number of priorities and translate them in other languages.

 

The "Ticket Statuses" tab:

  1. You can add an unlimited number of statuses and translate them in other languages.

 

The "Knowledgebase" tab:

  1. The knowledgebase can be used to add predefined ticket answers.

 

The "Email messages" tab:

  1. You can send email messages to customers for each ticket event.

 

The "Configuration" tab:

  1. You can configure here the component general behavior: messages, tickets, avatars, CAPTCHA, emails and the autoclose option.

 

The RSTickets!Pro Cron Plugin:

  1. The RSTickets!Pro functionality can be extended with the RSTickets!Pro Cron plugin, which allows you to parse tickets replies as emails.

 

The "Import from RSTickets!" tab:

  1. You can use the Import Plugin to migrate data from RSTickets! to RSTickets!Pro.

 

The "Reports" tab:

    The Reporting tool includes 6 reports:

     

  1. 1. number of the submitted tickets
  2. 2. ticket solving time,
  3. 3. number of replies,
  4. 4. customer feedback,
  5. 5. response time
  6. 6. assigned tickets.

 

    and 5 filters:
  1. 1. Time Period
  2. 2. Department
  3. 3. Customer
  4. 4. Priority
  5. 5. Staff Member

 

Test RSTickets!Pro in frontend

 

Test RSTickets!Pro in backend

 


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