Product Page: Help Desk Support: support@magebuzz … · 2. Ticket Management Page 8 You can filter...
Transcript of Product Page: Help Desk Support: support@magebuzz … · 2. Ticket Management Page 8 You can filter...
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HELP DESK FOR MAGENTO 2
User GuideVersion: 1.0.0
Release Date: 10.02.2016
Product Page: Help Desk
Support: [email protected]
C O P Y R I G H T © 2 0 1 6 – M A G E B U Z Z S T O R E
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TABLE OF CONTENTS
1. Module Configuration…………………………………………………………………………………12. Ticket Management…………………………………………….......................................63. Department Management……………………………………………………………………….124. Priorities settings…………………………………………………...................................155. Statuses settings……………………………………………………………………………………..176. Quick responses settings…………………………………………..............................197. Mail Parsers settings………………………………………………................................218. Block List settings…………………………………………….......................................239. Front-end Demonstration…………………………………………………………………………2510. Customization.………………………………………….…………....................................2611. Customer Support…….…………………………………………....................................27
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1. Module ConfigurationAdmin Panel => Stores => Configuration => MAGEBUZZ => Helpdesk
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1. Module Configuration
Main Ticket Page
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Page 41. Module Configuration
Ticket Submission
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1. Module ConfigurationStaff and Email Configuration
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1. Module ConfigurationAuto Close Ticket
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2. Ticket ManagementAdmin Panel => HELP DESK => Tickets
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2. Ticket Management
You can filter the whole ticket list based on Mask ID, Created & Modified time, Title,
Department, Status, Priority, Customer & Staff name.
Easier to find urgent tickets to solve first based on Priority
Track and tackle new tickets based on Status
Find tickets of a certain department to handle, …
Filters Feature:
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2. Ticket Management
Click on Select => Edit
or:
Double Click on the ticket row
Edit or Answer A Ticket:
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2. Ticket ManagementEdit or Answer A Ticket:
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2. Ticket Management
Edit or Answer A Ticket:
Customer’s name
You can edit all sections in
the Ticket Summary
appropriately.
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2. Ticket ManagementEdit or Answer A Ticket:
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3. Department Management
To edit a department information:
+) Double click on each row
Or
+) Click on “Select” and choose “Edit”
Admin Panel => HELP DESK => Departments
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3. Department ManagementEdit A Department:
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3. Department ManagementEdit A Department:
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4. Priorities SettingsAdmin Panel => HELP DESK => Priorities
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4. Priorities Settings
Add New Priority: Click on “Add New Priority” in the Priority list
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5. Statuses SettingsAdmin Panel => HELP DESK => Statuses
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5. Statuses Settings
Add New Status: Click on “Add New Status” in the Status list
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6. Quick Responses SettingsAdmin Panel => HELP DESK => Quick Responses
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6. Quick Responses SettingsAdd New Quick Response: Click on “Add New Quick Response” in the Quick Response list
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7. Mail Parsers Settings
Admin Panel => HELP DESK => Mail Parsers
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Page 237. Mail Parsers Settings
Add New Mail parser: Click on “Add New Mailparser” in the Mail Parser list
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8. Block List Settings
Admin Panel => HELP DESK => Block List
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Page 258. Block List SettingsAdd New Blocked Email:
1st method: Click on “Add New Email” in the Block list
2nd method: Go to Ticket management => Choose email that needs blocking => Click on
“Block This Customer”
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Page 269. Front-end Demonstration
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10. Customization
HELP DESK EXTENSION is 100% open source and provided under
General Public License (http://www.gnu.org/licenses/gpl.html).
You are allowed to customize the theme to meet your requirements.
In case that you want to use our customization service, please send us
your request at: http://www.magebuzz.com/contacts
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11. Customer Support
If you have any problems during Installation, do not hesitate to express
with us. Our support team are always available to support you and will
definitely make you satisfied.
Please log in our store and submit a ticket to show your issues at:
http://www.magebuzz.com/support/