Ticket System - Branding-Free
Entfernt das sichtbare Copyright vom Plugin "Ticket System"
With this ticket system you can manage requests of any kind from your users. In doing so, it gives you a lot of freedom to be able to cover as many scenarios as possible.
You decide for each individual category which user groups and users should have access to it. During development, care was taken to ensure that as many functions as possible are implemented visually in the same way as WoltLab Suite Core does. This makes it easier for your users to get used to it.
For each area you needed you can create a separate category. Per category you can determine which user groups and users have access to the category and its content. For each category you choose a suitable icon from the Font-Awesome icons or own image files to visually distinguish the categories. The optional possibility of a default assignment as well as a main responsible user complete the possibilities for your individual needs.
You can add as many category themes as you like. You can choose if the category theme should be available in all categories or only for certain categories. For example, you can choose not to use category topics for General requests, and use category topics to specify the request more precisely for Technical requests.
You create the priorities yourself and decide in each case for which categories they should be used. This way you can also use different priorities for different categories.
Also with the status you decide for which categories these are used. However, the status must not be confused with the ticket status here. There are three ticket statuses (Open, In Progress, and Closed). With the statuses, you extend the ticket system by the possibility to create more precise jams for the user. For example, you can select "Waiting for answer (external)" as the status for a support ticket, so that you as the ticket processor can see at first glance what is happening with the ticket, but also the ticket creator can see immediately why there is perhaps no answer yet. Only the ticket administrators can change the status of a ticket.
For each category you can create multiple input fields. This makes it possible to request additional information from the ticket creator right at the beginning that you need for processing the ticket. When creating the input field, you decide whether the input field must be filled in or not. Individualize thereby each category optimally.
Even in the area of support, but of course also in other use cases, it often happens that the same answers have to be given again and again. With the answer templates you can create different answer templates in the ACP that your moderators can use in the tickets. The answer templates can be called directly in the WYSIWYG editor when creating an answer and can be found easily by a search function. To prevent one of your moderators from receiving irrelevant answer templates you can limit the answer templates to single categories.
In today's world, it is important to be able to provide a good service. By means of the service level agreements it is possible for you to create rules which execute an action after a certain time. Currently you have three actions to choose from
To decide for which categories a service level agreement should be executed you can limit them to individual categories. To filter an action you have the possibility to choose which ticket status should be considered, if the ticket should already be assigned or not, how many days should have passed for tickets that don't have a response from a ticket handler yet as well as how many days should have passed without further responses (for tickets that have responses) before an action should be executed.
This list includes some features offered by the ticket system and is not exhaustive.