Managing tickets - Staff Members
You can access the frontend component by using this link:
index.php?option=com_rstickets
If you are logged in, it will redirect you to the "My Tickets" tab. If not, you will be redirected to the "Submit Ticket" tab.
Note: If you are a super administrator, RSTickets! will automatically enable for you all of the permissions. If you are a super administrator that belongs to a certain group, the permissions associated with that group will be loaded.
Ticket management is done only in the frontend.index.php?option=com_rstickets
If you are logged in, it will redirect you to the "My Tickets" tab. If not, you will be redirected to the "Submit Ticket" tab.
Note: If you are a super administrator, RSTickets! will automatically enable for you all of the permissions. If you are a super administrator that belongs to a certain group, the permissions associated with that group will be loaded.
What does the staff member see ?
- All staff members must be logged in in order to manage tickets.
- Additionally, to the "My Tickets" tab, staff members can access the "Tickets" tab. Based on permission levels, the "Tickets" tab contains all the tickets that have been sent by customers.
You can learn more about groups and permissions here.
- After the staff member is logged in, he will see a list of tickets in the "My Tickets" and "Tickets" tabs. Based on what columns are configured in the Configuration > Ticket Listings area, he will be able to see the date when the ticket was submitted, the ticket code and subject, what staff member has been assigned to his ticket (if any), what is the name of the customer, the ticket priority and current status. By clicking on the desired ticket, he is taken to the ticket discussion page.
- In the ticket discussion page, he will be able to see all the information that has been submitted and all replies. Additionally to the customer, he will be able to see the "Ticket Submitter Info", which is a list that contains the customer's User-Agent, referer, remote ip and if he was logged in or not. This is useful for tracking spammers and reports amongst other things. His own replies can be edited if enough permissions are set.
- By clicking on the "Click here to reply" button, a text box will pop up. The new reply can be written here. He can also attach files to the reply, if the current department allows this.
- Clicking on the "Submit" button the new reply is added to the ticket. The ticket status is changed to "on-hold" with each new reply from the staff member. If the ticket is marked as "Unassigned", the first staff member that replies will automatically have the ticket assigned to himself. The ticket will then be moved from the "Tickets" tab to the "My Tickets" tab for an easier management of current and new discussions.
- The staff member can close the ticket by either using the "Close" link in the ticket discussion page or by selecting the status "closed" and clicking "Update". Please note that these permissions must be enabled from the staff member's group in order to do this.
- The status is set to "closed" and no new replies (or attachments) can be added. A staff member with enough permissions can reopen a ticket by changing its status to either "open" or "on-hold".
The ticket can be closed automatically depending on the autoclose feature settings. You can read more about this here.
