Post by shrimantech » Tue Dec 07, 2010 6:37 pm

Dear Customers,

We are planning to design the new ticket handling system in Opencart Modules.
Currently we are looking for the perfect requirements on this. If you gave us some good requirements on this, so that we will start design/coding and provide you with the best results.

Please let us know, if you have any suggestion on this.

Regards
ShrimanTech

Thanks & Regards,
Shriman Technologies - Support Team
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Post by scanreg » Tue Dec 07, 2010 10:35 pm

When do you expect to have a beta ready for testing? Count me in for beta testing when you're ready :)

1. If ticket is related to order, then the ticket should automatically tie to the order history. In other words, the order history become the ticket history as well. This way, there is only one stream of content related to a particular order.

2. If a ticket is related to an order but has not yet been linked to that order, then there should be a way to enter the order number and then have that ticket (and any further emails related to that ticket) now part of the order history of that particular order. In other words, a ticket that is randomly sent in by a customer can be manually tied to a particular order history if needed.

3. Should support attachments but also limit the types of attachments and size

4. Should have email piping ability so that the ticket system becomes the primary contact system with customers. This is critical for the most efficient flow of communications

5. Email should be logged/stored as tickets are created. This way, if a ticket is somehow messed up, you can look into the raw email log and find the emails and at least staff can see what the customer sent even if the ticket is messed up.

6. The new entries in the ticket history should display only the new reply content from the customer. In other words, often in many emails, you will see the customer's new comments, but you will also see the old back-and-forth content of the email like this:

##### begin demo email content #####

I'd like to buy everything that you have. Can you help me?

>>> We sell everything
>>> you need
>>> let us help you
>>> thanks

##### end demo email content #####

The ticket-update in the ticket history should display only the "I'd like to buy everything that you have. Can you help me?"

The ticket-update should not contain the >>> stuff

Many there could be a special line below which all things are stripped, like this:

########### DO NOT WRITE BELOW THIS LINE ###############

7. Staff should be able to create ticket and send out ticket to new user, not just to existing users. The idea is to have the ticket system be the primary contact system, like an email system, but all communications are trackable.

8. Knowledgebase/FAQ

9. User/Staff/Admin permissions

10. Ticket Status: "Awaiting Staff Reply" - among the usual ticket statuses, there should be a way for staff to quickly find the tickets that are waiting for a reply.

11. Follow Up checkbox: a checkbox to indicate whether a ticket needs a followup. Meaning, (1) customer sends in email asking for a quote on some items, system creates ticket, (2) staff sends out note saying that staff will research the quote and get back to the customer (thus, this is a staff reply), (3) however, staff still needs to reply again to send the customer the quote. Thus, it would be great to have a checkbox "Follow Up" so that a ticket could be marked as needing a follow up. Tickets could be sorted on this Follow Up field as well. Staff could even display only all Follow Up tickets (within a certain time frame or other factors).

12. Users do not need to be logged in to create a ticket

13. For staff reply, the fewer clicks the better. Have ticket and reply box on same page, not different pages.

14. Users can create ticket through (1) web form and through (2) direct email (sales@mystore.com)

15. LIVE HELP - would be cool to have a live help component, too - maybe even "push" a product URL to the customer, nice

16. LIVE SEARCH - instant response KB/FAQ - (1) when customer is typing their ticket, the help system actively searches the database for answers and displays the FAQ items that are closest matches as the user is typing in their search terms, and (2) if customer sends in email, then the content of the email is searched and an autoreply is sent out that contains any relevant KB articles.

17. I'll come up with more, this would be a very welcome system for sure

Thanks
Last edited by scanreg on Tue Dec 14, 2010 11:29 pm, edited 2 times in total.

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Post by scanreg » Thu Dec 09, 2010 1:42 am

BTW, what are you thinking of charging for the ticket system?

Thanks

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Post by chrisranjana.com » Thu Dec 09, 2010 11:06 pm

Shrimantech

Is is going to be opensource or commerical module for opencart ?

Chris

Chris, Opencart Developers and Programmers,
www.chrisranjana.com


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Post by shrimantech » Fri Dec 10, 2010 12:30 am

Its Surely be an commerical module for opencart.

I am getting all the requirements from the customers, to benefit all the customers.

Regards
Shriman Technologies

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Post by scanreg » Fri Dec 10, 2010 2:33 am

shrimantech wrote:Its Surely be an commerical module for opencart.

I am getting all the requirements from the customers, to benefit all the customers.

Regards
Shriman Technologies
It would be a commercial module, but would the code itself be open so we could customize it if we need to?

:)

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Post by shrimantech » Fri Dec 10, 2010 2:27 pm

Surely.

We will design the code should be easy to customize and enhance further..

And it is well commented..

Regards
Shriman Technologies

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Post by scanreg » Fri Dec 10, 2010 9:00 pm

Great, thanks :) :)

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Post by johnmac » Wed Jan 05, 2011 6:20 am

sounds good, keep us updated.

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Post by scanreg » Thu Feb 03, 2011 10:58 pm

Any news? Anything we can try out?

Thanks

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Post by cashman9 » Mon Feb 07, 2011 9:03 am

I hope the developers will consider an RMA system as well integrated in ticket system.. http://forum.opencart.com/viewtopic.php?f=110&t=26687

OStickets does a great job in helpdesk handling so if its based on that, it would be great

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Post by scanreg » Sun Feb 20, 2011 9:56 am

Any progress, alpha version we can test?

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Post by scanreg » Sat Apr 02, 2011 10:00 pm

Any luck with this?

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Post by SapporoGuy » Sun Apr 03, 2011 1:15 am

Nice bumps!

I wonder if this went vaporware ...

930sc ... because it is fun!


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Post by scanreg » Thu Apr 07, 2011 1:58 am

I hate bumping stuff (tried to wait long in between) but really had hoped they would develop this, looks like it's abandoned-ware

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Post by SapporoGuy » Thu Apr 07, 2011 6:22 am

Is she fine? :D

Seriously, though, Been thinking about this. Doing a help desk is pretty tough these days. Years ago the mailer code was rather simple ... but today ... rather just deal with somebody else's code.

This is something, I'll eventually get to but there are a few other areas that I really would rather tackle first.

Is there a MVC friendly help desk out there?
Or at least a rather decent one that is either LGPL or the regular GPL stuff?

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Post by shrimantech » Thu Apr 21, 2011 8:28 pm

Beta testing will be released on May 15. Soon we will post the url for the developments where it going on.,.

Let us know, if you have any comments at support@shrimantech.com

Thanks & Regards,
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Post by scanreg » Tue Apr 26, 2011 1:34 am

Great :)

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Post by dengine » Thu May 12, 2011 4:46 pm

Looking forward to testing this module out.

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