Support System by CedCommerce for Magento 2.1 facilitates both the admin & customer by letting the admin create ticket for customer and by allowing the customer to create ticket for support. This extension also comes with a strong email notification system. Whenever the time limit of any ticket (as set by the admin) gets expired then, a mail is sent automatically to the agent reminding him about the ticket.
Total Control with Admin
Admin has complete control of the entire Support System with him so that he can manage all the things at his end and also gets a clear idea of the current status of tickets and conversation going on between agents & customers.
Admin can create unlimited departments. He can create a new priority, a new status and has the authority to restrict file size. Customer can set the priority of his tickets and assign them to the required departments, only if these features are enabled by the admin.
Assign Department Heads:
Admin has the authority to assign agents, department heads to a particular department. Whichever department admin needs he can edit that department and from the Manage Agent section the agent & department heads can be assigned.
Facilities for Customer
With the help of this extension, customer can send/reply issues via email and this email will get converted into tickets. He can also create tickets for specific orders on the basis of order id, if admin allows. Moreover, guest customers can also create tickets & check ticket status along with the conversation.
Easy to manage agents, assign an agent member to multiple departments
Easy to Manage Department and Enable/Disable the module
Auto close ticket after some specific time depends upon admin setting.
Admin can assign an agent as department head to handle departmental tickets.
Auto notify agent after some specific time depends upon admin setting.
Admin can allow customer to create tickets for a particular department by enabling the required settings.
Admin can create New Priority & New Status
Auto delete expired ticket after a certain time period depends upon admin setting.
Specify the file extensions available to the customer for attaching files in tickets along with restriction on file size.
Submit a ticket via Magento 2 contact form and email (Send an email to support system email gateway. For example (email@example.com).
Submit a ticket in customer's account (My Account/Support System/Submit a Ticket)
Transparency of conversation by means of proper messages, ticket status & department assigned
Select Department, Set Priority (Normal/Urgent/ASAP) & create ticket for respective orders, if enabled by admin.
Customer can attach multiple files while creating ticket or reply.
Guest customer can create new ticket and and also check status of ticket.
Yes, a guest user can create tickets for support & check its status.
Can admin create multiple departments?
Yes, admin can many departments and assign agents to them. Also, he/she can assign an agent as a Head of Department to look after all agents in his/her department. An Admin can do so by clicking on Support System > Manage department > Select a department > Manage Agent > Choose Head of Department.
Can a customer upload attachments in a ticket?
Yes, a customer can upload attachments in a ticket if allowed by Admin. Admin can change the setting from Support System > Configuration > Front End > Show the following attributes > Attachments.
Can admin restrict the file size of an attachment?
Yes, admin can restrict the file size by clicking Store > Configuration > Support system > Support system > Front > Maximum Upload Size. The value entered corresponds in MegaBytes.
Can an agent be auto-notified about the expiry of a ticket?
Yes, whenever the time limit of a ticket gets expired, a mail is sent automatically to the agent consisting a reminder about the ticket. The limit of expiration is set by Admin.
Can an admin see a conversation between agent & customer?
Yes, Admin can see the full conversation in a ticket.
When will be a ticket auto closed?
If the time limit defined by the admin gets over, a ticket will be closed automatically after that specific time. An admin can define the time by following this path, Support System > Configuration > General Configurations > Time to auto close the ticket > Mention the days.
Can customer set the priority of their ticket?
Yes, different priority statuses are provided such as Normal, Urgent and ASAP (As soon as Possible) that can be selected by a customer while creating a new ticket.
Why Choose CedCommerce?
Constant Technical Support and Services
We provide a pack of profound advisory services, resolving technical queries, and providing constant sales and after-sales expertise solutions over multiple mediums.
Our extensions stand up with the Magento standards and are developed by our Magento Certified Experts, who even belong to the contribution team at Magento.
One Stop Solution
We provide Complete eCommerce Marketplace Solutions, Extensions, Integrations, Mobile app development, Importers, Marketing automation, Digital marketing services, Drop shipping and Much more.