Ticket Engines

Ticket Engines Workflow Overview

Ticket Engine is the module that manages support requests from basic users to admins. Basic users can send a request by email and the system will automatically convert it to a ticket on our website.

Admins can manage tickets directly like a reply, forward, etc. without going through each email address.

The Ticket Engine also supports admins better with additional toolkits, for example, logging, time tracking, and more.

Setting up the Ticket Engine

Step 1: Setting up the Ticket Engine

STEP-BY-STEP
  • 1
    Log in as an administrator and go to the Admin Dashboard.
    Learn how to log in here →
  • 2
    1 Settings > 2 Ticket Engines > 3 Ticket Mailboxes
    Ticket Engine
  • 3
    To edit the ticket mailbox, click on the edit button but if you want to remove it click the delete button. To add a new ticket type click the "Create New Ticket Engine Mailbox" Button.
    Ticket Engine
  • 4
    Then proceed in creating a new ticket-type mailbox management take note of these field descriptions:
    • Name - Name of the ticket engine type
    • Type - The version of the connection type of the email forwarding to our system
    • Host - The host of the SMTP server to connect to our system
    • Port - This is depending on the email you are using that wants to connect to the server. The default is 993 for Gmail and Outlook
    • Use SSL - If you want this to connect to a secured network we need to check this
    • Username - Username to access the mailbox
    • Password - Password needed to access the mailbox.
  • 5
    Once finished setting up and filling in everything above click the "Create" button

Definition of Terms for Ticket Engine

  • Name - Name of the ticket engine type
  • Type - The version of the connection type of the email forwarding to our system
  • Host - The host of the SMTP server to connect to our system
  • Port - This is depending on the email you are using that wants to connect to the server. The default is 993 for Gmail and Outlook
  • Use SSL - If you want this to connect to a secured network we need to check this
  • Username - Username to access the mailbox
  • Password - Password needed to access the mailbox.

Create Ticket Engine Type

Step 2: Create Ticket Engine Type

Ticket Type reads the email queue from the mailbox and converts the email to a ticket under it.

STEP-BY-STEP
  • 1
    Log in as an administrator and go to the Admin Dashboard.
    Learn how to log in here →
  • 2
    1 Settings > 2 Ticket Engines > 3 Ticket Types
    Ticket Engine
  • 3
    This is the Ticket Type management screen
    Ticket Engine
  • 4
    To create a new Ticket Engine Type click the "Create New Ticket Engine Type" Button
    We will create/edit the Ticket Engine Type and fill up the necessary fields below:
    • Task - should be Simple Storage for simple requests.
    • Name - Any name of the category you like (e.g. Industrial)
    • Email Address - should be the same as the mailbox email address
    • Workflow Tag - When the ticket is generated, it will automatically assign to the ticket
    • Ticket Engine Mailbox - Mailbox we created in Step 1
    • Admin Email - If a user responds, This will be the selected email
  • 5
    Once finished creating the ticketing engine, users can send emails to support email then email can be converted to tickets.

Working with Tickets

Step 3: Working with Tickets

The Ticket Engine module will check each mailbox every 10 minutes then an email will be converted to a ticket under Ticket Types. The admin can work with a ticket by following:

STEP-BY-STEP
  • 1
    Log in as an administrator and go to the Admin Dashboard.
    Learn how to log in here →
  • 2
    Tickets > Ticket Listing
    Ticket Engine
  • 3
    Each Ticket will be under types that we configured in Step 2, we can search, and sort tickets for each filter.
    Ticket Engine
  • 4
    From the ticket list screen, the admin can work with each ticket via the action icon:
    Ticket Engine

    From left to right, they are:

    • View Detail - Click to go to the detail screen of each Ticket
    • Re-assign - Change the Type of ticket
    • Merge - Combine ticket with existing one
    • Delete - Delete the ticket
  • 5
    When accessing the detail page of the Ticket, an Admin can
    Ticket Engine

Other Ticket Engine Settings

Like other modules, the Ticket Engine Module Setting can be found in the:

STEP-BY-STEP
  • 1
    Log in as an administrator and go to the Admin Dashboard.
    Learn how to log in here →
  • 2
    Settings > Site Settings
  • 3
    To find the Ticket Engine Module Setting, Click the keyword, type the word "tickets" and click the search button
  • 4
    To edit the setting of the ticket engine module click the edit icon
    Ticket Engine

Delete Mail After Creating Ticket

STEP-BY-STEP
  • 1
    For standard POP3 mail servers like Yahoo Mail and POP 3 private domain email if this setting is set to true, the email will be auto-deleted after being converted to a ticket.
  • 2
    For non-standard POP3 mail servers like Gmail or Zoho, this behaviour will be configured in each mail server setting for POP3:
    Ticket Engine
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