To help you better communicate with your customers, ProductCart is equipped with a customized version of Early Impact's Bugs Manager issue tracking and project management software. This means that you can now count on a customer relationship management system to help you more productively manage customer service on your store.
Customers will be able to open a ticket (e.g. to ask a question, inquire about the expected shipping date for an order, etc.) from their account area, when view information about a previous order. When they submit a new ticket or post a new message within an existing ticket, the store administrator is notified via email.
In the Control Panel, there are two ways to view, edit, and create Help Desk tickets:
There are a few settings that affect the way messages are posted on the store. From the Settings menu, select Manage Help Desk.
When a new posting is added a message type can be selected (e.g. is it a question, a problem, a complaint?). Here you can set the entries that will be displayed in the corresponding drop-down menu. When viewing messages you will be able to sort them by type.
The message type can either be shown using text or an image. If you want to use images, check the option Show Message Type Images and enter the image file name when creating a new type. By default the system uses text.
When a ticket is first created, the system by default it will assign it an Open status. Here you can add a number of other statuses (e.g. pending, review, escalated, etc.).
When viewing messages you will be able to sort them by status. The message status can either be shown using text or an image. If you want to use images, check the option Show Message Status Images and enter the image file name when creating a new status. By default the system uses text.
When creating a new ticket a priority level can be assigned to it (e.g. an important issue vs. just a comment). Here you can edit the list of default priorities and add new ones. When viewing messages you will be able to sort them by priority.
The message priority can either be shown using text or an image. If you want to use images, check the option Show Message Status Images and enter the image file name when creating a new status. By default the system uses images.
Use the form located at the bottom of the Manage Help Desk page to load all messages posted within a selected date range. Enter the number of messages in the Posts per page field and click on Update. This is the same as selecting Orders > Help Desk: View All Postings.
Adding a new message (i.e. opening a new ticket or following up on an existing ticket) works the same way in both the Control Panel and in the storefront. The only thing that is different in the two interfaces is that the store administrator has the ability to change the status of a ticket (e.g. from open to closed), whereas the customer does not.
To add a new message, click on the Write a Message text link or Add New Message button wherever they appear in the Help Desk pages. In most cases, a link or button is located at the bottom of the page. The following screen will be shown to you.
If you need to attach any files with the message, click on To upload file(s) click here and use the built-in upload tool to move the files to the Web server. You can attach multiple files to a message.
Once you are done attaching files, if any, fill out the rest of the form.
If you are writing a message, the customer will be notified via email. If the customer is writing a message, you will. In both cases, the email contains information about when the ticket was opened, by whom, which order it relates to, when it was last updated, and what its status and priority are.