Tired of assigning agents every time ticket is created to your website? Here is solution to smartly assign tickets to agents.
You can set rules (conditions) to match when new ticket is created and if matched, assign that agent to ticket.
You should be able to understand its working from below screen-shots but if you have any question, please feel free to create ticket for pre-sale question.
As name suggests, you can create groups of agents to whom you can assign tickets to just like individual agents.
Every agents in the group can manage tickets assigned to the group. If you want to assign ticket to group and expect any available agent in the group to pick the ticket ticket, this add-on is for you.
Email notification with recipient “Assigned Agent” is enabled, for ticket assigned to agent-group will get sent to all agents of the group.
There are some cases when we need some sensitive information with tickets like website access details, FTP access, user credentials, etc so in such cases gathering this sensitive information directly from customers is quite risky in terms of data-stealing. Data in the form of plain text may cause harm to websites as it can be easily identified. Hence for all these hurdles, there is better choice i.e. Private Credential add-on.
This add-on is developed to keep user credentials safe and secure as this add-on saves data in the form of encryption. When some sensitive information is presented within a ticket there are huge chances of information stealing and misuse of the same. So our newly developed add-on comes in the first place.
This feature adds Print functionality to your ticket page.
There are times when customers ask the same questions again and again. This add-on makes your life easier by enabling you and your agent the ability to save replies and use them later on with just one click later on.
It adds a canned reply link just below a description for agents
This feature enables the CSV export functionality of the tickets.
It exports all fields available for the ticket list (even it is not set in the list) but not others like attachments, description, replies, etc.
Export all tickets based on the current filter set in the ticket list so that if you want only particular tickets to export, it is possible and if all are required, simply do not apply any filter.
You can decide on Support Agent Roles to have this feature enabled. Also, there is an option available as All User if you want the export tickets feature available for users.
It exports only accessible tickets of the logged-in users so that agent can only export tickets accessible to him, the user can export only his tickets, the administrator can export all tickets, etc.
Have you ever got in a situation where your customer didn’t bother getting back to your replies? You may wish to remind them about the ticket and are waiting for their reply. If the customer does not get back even after a reminder, close the ticket after x number of days!
This is a common thing in the support industry. This add-on is a solution to this problem.
It gives you full control over warning emails, and the number of days of inactivity to close tickets automatically.