thats right its a support system with live chat one on one with any user that makes a call to you.
1.- How it works Members having questions, are coming to your support department.
They read your Frequence Asked Questions and if they don't solve their problem,
they're opening a support ticket.
By opening a ticket,
a copy is going to member,
and a notification is going to technicians.
Technician reply to the question,
eighter using a predefinied reply,
or writing a fresh reply.
Technician has the ability to save his reply to predefinied ones, or,
if he counts it as common question to add it to as many FAQ categories he wants.
Member gets the reply,
and if he is not totally satisfied,
he visits your site to continue the discussion and so on.
Member and/or Technician can close a ticket Member and/or Technician can re-open a ticket
2.- Frontend Features Open a Ticket
Live chat download/upload system for one on one file sharing.
Information Blocks: Latest Questions
Reply message warning lets you know if someone has replyed to your tickets.
3.- Technician Features Support Tickets List, which can be filtered by: Department
Actions for each ticket: Reply
Actions when replying to a ticket: Select to include a predefinied reply
Save reply in predefinied replies
Save reply in as many FAQ categories he wants.
Predefinied Replies (Add, Edit, Delete).
Add Question to F.A.Q
Adviser warning this will let the adviser know if there are new tickets to the support system.
4.- Administrator Features categories for F.A.Q
Extra Fields Text
Departments. Per each department he can assign an unlimited amount of email addresses, which they will be inform when a new ticket is creating for this department, or when a reply comes from the Members.
Can turn use of Departments On/Off
Can turn use of Products On/Off
Setup the text for the email to Member, upon new ticket creation
Setup the text for the email to Member, upon a new reply from technician
Setup the text for the email to Member, upon ticket's auto close.
Can setup the duration (in hours), to auto close the tickets which they dont have any action from member's side.
5.- Usergroup Permissions Can access the support section
Can submit tickets
Can attach files to ticket
Support priority (lower number means higher priority)
Belongs to Technicians group or not
That's pretty cool. I could use the free version to demo it at least. I'm not sure if my community would use something like this or not. I think I'd mainly use the ticket system for banned members to appeal bans, members to appeal mod actions, and to report bugs in the community. I don't know though. Looking forward to seeing it.