Ticket Support 1.0.3
- Author Eggy
- Creation date
What versions of XenForo are supported?
Eggy Ticket Support requires XenForo 2.3.0 or newer and PHP 8.0 or newer.
Can different departments use different ticket numbering formats?
Yes. Ticket Reference Profiles can be assigned per department. You can use sequential references such as #1, random references such as #7DKQ9H2M, or prefixed formats such as BILLING-#1 and CASE-#YH45E8DC.
Can departments have their own independent sequences?
Yes. Each reference profile maintains its own sequence, so Billing could use BILLING-#1, BILLING-#2 while General Support independently uses CASE-#1, CASE-#2.
Can I customise ticket prefixes?
Yes. Prefixes can use XenForo's built in label styles or a custom CSS class. They can also be restricted by department and configured as user selectable or staff only.
Can statuses and priorities be customised?
Yes. Both can be configured through the Admin CP. Statuses and priorities can also have custom background and text colours so they appear as distinct pills throughout the ticket system.
Can customers select a priority when opening a ticket?
Yes, provided the priority has been configured as active, visible to users and user selectable. Departments can also have a default priority, and intake flows can assign one automatically.
What are Intake Flows?
Intake Flows are guided questionnaires shown before the final ticket is submitted. They can collect information, branch depending on answers, assign priorities, route requests to another department or resolve an enquiry without creating a ticket.
What are Canned Replies?
Canned Replies are reusable staff responses for common support questions. They can be restricted to selected departments and staff groups.
Can I add custom fields to tickets?
Yes. Custom fields support text, textarea, number, select, radio, checkbox, multi select and URL field types. Fields can also be assigned to specific departments.
Can customers see internal staff notes?
No. Internal notes are for staff only and remain separate from customer visible ticket replies.
Can staff move or merge tickets?
Yes. Staff can move tickets between departments and merge tickets using either a numeric ticket ID or the customer facing ticket reference.
Does Ticket Support use XenForo permissions?
Yes. Permissions control ticket creation, viewing, attachments, closing, reopening, ratings and staff actions including management, assignment, notes, deletion and merging.
Can customers upload attachments?
Yes, where enabled. Attachment availability, maximum count and maximum size can be configured per department.
Can customers rate the support they receive?
Yes. Customers can submit a 1 to 5 rating with an optional comment and can later edit their rating.
Does it support automatic ticket maintenance?
Yes. Ticket Support can send waiting customer reminders, automatically resolve tickets after a configured period and automatically close resolved tickets later.
Eggy Ticket Support requires XenForo 2.3.0 or newer and PHP 8.0 or newer.
Can different departments use different ticket numbering formats?
Yes. Ticket Reference Profiles can be assigned per department. You can use sequential references such as #1, random references such as #7DKQ9H2M, or prefixed formats such as BILLING-#1 and CASE-#YH45E8DC.
Can departments have their own independent sequences?
Yes. Each reference profile maintains its own sequence, so Billing could use BILLING-#1, BILLING-#2 while General Support independently uses CASE-#1, CASE-#2.
Can I customise ticket prefixes?
Yes. Prefixes can use XenForo's built in label styles or a custom CSS class. They can also be restricted by department and configured as user selectable or staff only.
Can statuses and priorities be customised?
Yes. Both can be configured through the Admin CP. Statuses and priorities can also have custom background and text colours so they appear as distinct pills throughout the ticket system.
Can customers select a priority when opening a ticket?
Yes, provided the priority has been configured as active, visible to users and user selectable. Departments can also have a default priority, and intake flows can assign one automatically.
What are Intake Flows?
Intake Flows are guided questionnaires shown before the final ticket is submitted. They can collect information, branch depending on answers, assign priorities, route requests to another department or resolve an enquiry without creating a ticket.
What are Canned Replies?
Canned Replies are reusable staff responses for common support questions. They can be restricted to selected departments and staff groups.
Can I add custom fields to tickets?
Yes. Custom fields support text, textarea, number, select, radio, checkbox, multi select and URL field types. Fields can also be assigned to specific departments.
Can customers see internal staff notes?
No. Internal notes are for staff only and remain separate from customer visible ticket replies.
Can staff move or merge tickets?
Yes. Staff can move tickets between departments and merge tickets using either a numeric ticket ID or the customer facing ticket reference.
Does Ticket Support use XenForo permissions?
Yes. Permissions control ticket creation, viewing, attachments, closing, reopening, ratings and staff actions including management, assignment, notes, deletion and merging.
Can customers upload attachments?
Yes, where enabled. Attachment availability, maximum count and maximum size can be configured per department.
Can customers rate the support they receive?
Yes. Customers can submit a 1 to 5 rating with an optional comment and can later edit their rating.
Does it support automatic ticket maintenance?
Yes. Ticket Support can send waiting customer reminders, automatically resolve tickets after a configured period and automatically close resolved tickets later.