Support Tickets

Support Tickets

The Support Tickets section in DigifyCRM allows you to manage customer support and service requests. It includes features for ticket creation, auto-importing tickets via email, and ticket management. This section will guide you through setting up and utilizing the support ticket system.

12.1 Email Piping / Auto Importing Tickets

Email piping allows you to automatically create support tickets from emails received in a specified inbox. This is especially useful for customers who prefer to send support queries via email.

Steps to Set Up Email Piping:

1. Go to Settings > Support > Email Piping.
2. Set up a dedicated email address (e.g., support@yourdomain.com) for handling support queries.
3. In your hosting cPanel or server settings, configure email piping to forward incoming messages to a script that will convert the emails into tickets.
4. Save and test by sending an email to the support address to confirm that it auto-generates a ticket in DigifyCRM.

12.2 Setup Ticket Form

You can create a web form for customers to submit support requests directly from your website. This form can automatically generate support tickets in DigifyCRM.

Steps to Set Up a Support Ticket Form:

1. Navigate to Support > Ticket Form.
2. Customize the form fields such as name, email, department, priority, and message.
3. Copy the form's embed code and place it on your website.
4. Customers who submit the form will have their requests automatically added as support tickets.

12.3 Departments

Departments allow you to categorize tickets by subject or concern, such as billing, technical support, or general inquiries. Each department can have its own staff assignments and ticket routing rules.

Steps to Create a Department:

1. Go to Support > Departments > Add New Department.
2. Enter the department name (e.g., Billing, Technical Support).
3. Assign specific staff members to handle tickets for this department.
4. Save the department, and it will now be selectable when creating or receiving tickets.

12.4 Ticket Services

Ticket services allow you to categorize your support offerings and ensure that tickets are routed to the correct staff based on the service requested.

Steps to Create Ticket Services:

1. Navigate to Support > Ticket Services > Add New Service.
2. Enter the service name (e.g., Software Support, Hardware Installation).
3. Assign relevant staff members to each service.
4. Save the service, and it will appear as an option when creating a support ticket.

12.5 Ticket Email Templates

You can customize the email templates for various ticket notifications such as when a ticket is created, updated, or closed.

Steps to Customize Ticket Email Templates:

1. Go to Settings > Email Templates > Support Tickets.
2. Select the template you wish to edit (e.g., New Ticket Created, Ticket Closed).
3. Modify the subject and body, using placeholders such as {ticket_id}, {ticket_subject}, {customer_name}.
4. Save the template, and it will be used for future ticket notifications.

12.6 Auto Close Tickets

You can configure DigifyCRM to automatically close tickets that have not received a response after a certain period.

Steps to Set Up Auto Close Tickets:

1. Go to Settings > Support > Auto Close Tickets.
2. Define the period of inactivity after which tickets should be closed (e.g., 7 days).
3. Optionally, send a reminder email to the customer before closing the ticket.
4. Save the settings, and tickets will automatically be closed if they remain inactive beyond the defined period.

12.7 Allowed File Extensions

You can control which types of files customers are allowed to attach to their support tickets to prevent malicious uploads.

Steps to Set Allowed File Extensions:

1. Go to Settings > Support > Allowed File Extensions.
2. Add or remove file extensions (e.g., .jpg, .pdf, .docx).
3. Save the settings, and customers will only be able to upload files with the allowed extensions when submitting tickets.