WP Ticket
Community Edition Documentation

Agents are employees from the company that addresses issues to the customer\'s satisfaction.

A tickets represents a help request.

To create ticket records in the admin area:

1. Log in to your Administration Panel.
2. Click the 'Tickets' tab.
3. Click the 'Add New' sub-tab or the “Add New” button in the ticket list page.
4. Start filling in your ticket fields. You must fill all required fields. All required fields have red star after their labels.
5. As needed, set ticket taxonomies and relationships. All required relationships or taxonomies must be set.
6. When you are ready, click Publish. If you do not have publish privileges, the "Submit for Review" button is displayed.
7. After the submission is completed, the ticket status changes to "Published" or "Pending Review". Users must have "publish" right to publish tickets. Users who do not have "publish" right can still create tickets; however, these tickets must be reviewed and approved by a user with ticket "publish" right. Check Roles and Responsibilities section of this document to see which access groups have ticket "publish" right.

Alternatively, you can create ticket records using the ticket entry form in the frontend by filling out the required fields.

Ticket Attachments file can be linked to Tickets using the admin backend or using the "ticket" entry form in the frontend when creating a new ticket. You can upload unlimited number of Attachments.

After the ticket is created. Only the users who has "publish" right can upload Attachments using the ticket edit screen.

Tickets can be modified by clicking on the "Edit" link under the ticket title in the ticket list page in the admin area. Make any necessary changes and then click Publish.

In WP Ticket, users are only allowed to search tickets they have access to. Users who have access to tickets can search using the filter system in the ticket admin areaor search forms in the frontend

To schedule Tickets for publication on a future time or date in the admin area:

1. Log in to your Administration Panel.
2. Click the 'Tickets' tab.
3. Click the 'Add New' sub-tab or the “Add New” button in the ticket list page.
4. Start filling in your ticket fields. You must fill all required fields. All required fields have red star after their labels.
5. As needed, set ticket taxonomies and relationships. All required relationships or taxonomies must be set.
6. When you are ready, click "Edit" in the Publish area next to the words "Publish immediately". You can also change the publish date to a date in the past to back-date Tickets. Change the settings to the desired time and date. You must also hit the "Publish" button when you have completed the ticket to publish at the desired time and date.
7. After the submission is completed, the ticket status changes to "Published".

To create a password protected ticket in the admin area:

1. Log in to your Administration Panel.
2. Click the 'Tickets' tab.
3. Click the 'Add New' sub-tab or the “Add New” button in the ticket list page.
4. Start filling in your ticket fields. You must fill all required fields. All required fields have red star after their labels.
5. As needed, set ticket taxonomies and relationships. All required relationships or taxonomies must be set.
6. Click the "Edit" link next to Visibility in the publish box and select "Password protected".
7. Enter a password that will be required to view that ticket in the text field. The password is limited to 20 characters.
8. When you are ready, click the "Publish" button (or "Update" if the ticket is already published.)
9. After the submission is completed, the ticket status changes to "Published".

Only an Administrator and users with "publish" right can change the password set for your ticket or modify visibility setting by clicking the "Visibility: Edit" link again.

When ticket content is password protected, ticket title displays the text "Protected: " before the ticket Title and the content prints a password form with this text: "This content is password protected. To view it please enter your password below:".

If multiple tickets have the same password, one will only have to enter the required password once. Only one password is tracked at a time so if you visit two different tickets with two different password, you must re-enter the ticket password to access content. WordPress saves passwords for maximum 10 days. After this period expires, one must reenter the password again to view the protected content.

Tickets can be privately published to remove them from ticket lists and feeds.

To create a private ticket in the admin area:

1. Log in to your Administration Panel.
2. Click the 'Tickets' tab.
3. Click the 'Add New' sub-tab or the “Add New” button in the ticket list page.
4. Start filling in your ticket fields. You must fill all required fields. All required fields have red star after their labels.
5. As needed, set ticket taxonomies and relationships. All required relationships or taxonomies must be set.
6. Click the "Edit" link next to Visibility in the publish box and select "Private".
7. Once you change the visibility to private, the ticket status changes to "Privately Published".
8. When you are ready, click the "UPDATE" button.

Only an Administrator and users with "publish" right for the ticket can change visibility setting by clicking the "Visibility: Edit" link again.

To preview ticket content press the "Preview" button - a button directly above the “publish” button - in the publish box before officially publishing or sending for review.

To create a draft ticket in the admin area:

1. Log in to your Administration Panel.
2. Click the 'Tickets' tab.
3. Click the 'Add New' sub-tab or the “Add New” button in the ticket list page.
4. Start filling in your ticket fields. You must fill all required fields. All required fields have red star after their labels.
5. As needed, set ticket taxonomies and relationships. All required relationships or taxonomies must be set.
6. When you are ready, click "Save Draft" button in the publish box.
7. After the submission is completed, the ticket status stays at "Draft".

Once the ticket is published the user who created the ticket is assigned as the ticket author. Ticket authors can view and edit the ticket. One can change the ticket author from the author box. The author box drop down is limited to the users who have ticket "publish" right.

You can create connections between Agents and Tickets by clicking on "Create Connection" link in the "Assignee" box and then clicking on "Plus" sign adjacent to the record title you would like to connect. Optionally, you can create new record. If you create a new one, the record is created as a draft. You must publish all connected draft records to make the connections valid.

After the connection created, you can update or publish your ticket. You can create at most one connection.

WP Ticket Community supports creating of custom fields. Creating of custom fields provides a quick way to allow you to extend the content with key/value pairs also known as meta data. Custom fields store arbitrary extra information about tickets.

To create a custom fields for your tickets

1. Edit any ticket or create a new one in the admin area. You will see the Custom Fields metabox. if you do not see it, enable it from Screen options.
2. Creating a custom field requires a key and a value. The key is constant, but the value can change for each ticket. Click on Enter New link or select a key from the dropdown list.
3. Enter a value and click Add Custom Field button
4. Repeat the steps above for creating more fields

You can create as many custom fields as you need. If your custom field key may have multiple values, create a new field and use the same key with different values. You can use HTML code in the value box. WP Ticket concatenates each value separated with a space character. By default, WordPress shows 30 custom fields in the dropdown list.

Once you create ticket custom fields, they are displayed in the frontend. The custom fields are available to be for your forms too. You can enable or disable them in the form layouts from WP Ticket menu > Settings page > Forms tab . By default all custom fields are disabled.

Priority can be set by clicking on the desired option in "Priorities" box and updating/saving the ticket. Setting a value for Priority is optional. Priority is also not organized hierarchically meaning there's no relationship from one Priority value to another.

WP Ticket comes with a preset Priorities defined in detail in Glossary section of this document. Administrators can always add/remove/modify the list based on your organizational needs. Some widgets created upon installation are based on predefined Priorities.

Status can be set by clicking on the desired option in "Statuses" box and updating/saving the ticket. Setting a value for Status is optional. Status is also not organized hierarchically meaning there's no relationship from one Status value to another.

WP Ticket comes with a preset Statuses defined in detail in Glossary section of this document. Administrators can always add/remove/modify the list based on your organizational needs. Some widgets created upon installation are based on predefined Statuses.

Topic can be set by clicking on the desired option in "Topics" box and updating/saving the ticket. Setting a value for Topic is optional. Topic is also not organized hierarchically meaning there's no relationship from one Topic value to another.

WP Ticket comes with a preset Topics defined in detail in Glossary section of this document. Administrators can always add/remove/modify the list based on your organizational needs. Some widgets created upon installation are based on predefined Topics.

Displaying Ticket archives can be done by creating a link in the Appearance Menus Screen in the admin area.

Alternatively, if you'd like to display a specific Ticket, you can select the link from Ticket metabox and add it to your menu. If you don't see Ticket metabox, check the Screen Options to ensure it is set to display.

To create a custom link for Ticket archives:

1. Goto Appearance in the admin menu and click on Menus link
2. On the right hand side, pick the menu you’d like to include from Select a menu to edit dropdown
3. Under Links menu navigation item, type in /tickets to the URL field
4. Type in Tickets or another label describing the custom link URL in the Link Text field
5. Click “Add to menu” button to add the item to the menu
6. Pick “primary location” under “Menu Settings” below the menu
7. Save your menu
8. Go to the frontend and click on the link you created to access Tickets. Ticket archive page content is only displayed to the authorized users who have access permissions.

Tickets can be created through emails by purchasing WPAS incoming email extension. After activation of the extension, incoming email link will appear under WP Ticket menu in the admin area. WPAS incoming mail extension allows to poll IMAP or POP3 servers, with or without SSL/TLS to receive emails. Polling frequency can be set to allow processing emails in specified intervals.

Using WPAS incoming email extension. You can define specific message processing rules per Ticket:

• Deleting emails after creating Tickets
• Setting maximum number of emails to post: a handy feature exp; if you want to accept specific number of Tickets.
• Protection against spam or unauthorized Ticket creation using email pins, authorized addresses, and banned file names.
• Allowing visitors(users who do not have publish capability) to create Tickets via email
• Setting default subject for email without any subject line.

• Setting separate Ticket post statuses for users and visitors.
• Using shortcodes to categorize emails or to set values.

Email processing activity history is recorded for processing errors or validations.

Incoming email settings can be configured by selecting WP Ticket menu in the admin area and clicking on Incoming email link.

In WP Ticket, Tickets are locked during editing, preventing other users from accessing and modifying the Ticket.

If a user clicks to edit one of the Ticket records that's currently locked they are presented with three options in a pop-up dialog:

1. Go Back - Return to the Tickets listing.
2. Preview - Preview the current state of the Ticket that's being edited.
3. Take Over - Lock out the current editor of the Tickets and begin editing. (The other user will receive a notification)

The user that has been locked out receives the following dialog, and is no longer able to edit the Ticket. It can take up to 15 seconds for the current Ticket editor to be notified that another user has taken over.

You can use Canned Responses feature for responding to common questions or cases with predetermined responses rather than typing the same answer repeatedly.

Canned Responses feature allows to:

• Create and manage unlimited canned responses.
• Categorize canned responses based on the criteria relevant to your organization.
• Filter through canned responses for easy access to the one you need.
• Customize your message with ticket attribute tags.
• Faster message delivery with intuitive interface.

To use this feature:

1. Create as many Canned Responses as records you need by clicking on Canned Responses menu label. Optionally you can categorize and tag your records for filtering and searching or use tags to customize your message.
2. Go to an existing Ticket record and add a comment
3. Click on the Canned Responses button to view the screen
4. Click on the PLUS icon to add
5. Post your comment

Canned Response feature is an extension which is sold separately and must be activated to be used.

To create agent records in the admin area:

1. Log in to your Administration Panel.
2. Click the 'Agents' tab.
3. Click the 'Add New' sub-tab or the “Add New” button in the agent list page.
4. Start filling in your agent fields. You must fill all required fields. All required fields have red star after their labels.
5. As needed, set agent taxonomies and relationships. All required relationships or taxonomies must be set.
6. When you are ready, click Publish. If you do not have publish privileges, the "Submit for Review" button is displayed.
7. After the submission is completed, the agent status changes to "Published" or "Pending Review". Users must have "publish" right to publish agents. Users who do not have "publish" right can still create agents; however, these agents must be reviewed and approved by a user with agent "publish" right. Check Roles and Responsibilities section of this document to see which access groups have agent "publish" right.

User Mapping

Agents include user connection field. User connection field maps agents to WordPress users and must be filled out to be able to create a valid record. You must first create a user or modify an existing user assigning her to either one of the following roles:

• Manager
• Agent

User connection dropdown will be empty if you do not have any user assigned to the roles listed above.

WordPress users and Agents have one-to-one relationship. In other words, every agents must be linked to a user. This mapping can be done by Administrators by clicking on Operations button in the Agents list screen and selecting Map Users tab. After mapping created and saved, existing WordPress users are mapped to agents.

If Create agents from existing users... checkbox on the same tab is checked, a corresponding member is automatically created based on the mapping when a new WordPress user with the supported role listed above is created. If you do not want to map a field or use a different value than used in the user registration, choose Do not map this field option from the corresponding mapping dropdown.

Agent Photo image file can be linked to Agents using the admin backend when creating a new agent. You can upload at most 1 file.

After the agent is created. Only the users who has "publish" right can upload Photo using the agent edit screen.

Agents can be modified by clicking on the "Edit" link under the agent title in the agent list page in the admin area. Make any necessary changes and then click Publish.

In WP Ticket, users are only allowed to search agents they have access to. Users who have access to agents can search using the filter system in the agent admin area.

To schedule Agents for publication on a future time or date in the admin area:

1. Log in to your Administration Panel.
2. Click the 'Agents' tab.
3. Click the 'Add New' sub-tab or the “Add New” button in the agent list page.
4. Start filling in your agent fields. You must fill all required fields. All required fields have red star after their labels.
5. As needed, set agent taxonomies and relationships. All required relationships or taxonomies must be set.
6. When you are ready, click "Edit" in the Publish area next to the words "Publish immediately". You can also change the publish date to a date in the past to back-date Agents. Change the settings to the desired time and date. You must also hit the "Publish" button when you have completed the agent to publish at the desired time and date.
7. After the submission is completed, the agent status changes to "Published".

To create a password protected agent in the admin area:

1. Log in to your Administration Panel.
2. Click the 'Agents' tab.
3. Click the 'Add New' sub-tab or the “Add New” button in the agent list page.
4. Start filling in your agent fields. You must fill all required fields. All required fields have red star after their labels.
5. As needed, set agent taxonomies and relationships. All required relationships or taxonomies must be set.
6. Click the "Edit" link next to Visibility in the publish box and select "Password protected".
7. Enter a password that will be required to view that agent in the text field. The password is limited to 20 characters.
8. When you are ready, click the "Publish" button (or "Update" if the agent is already published.)
9. After the submission is completed, the agent status changes to "Published".

Only an Administrator and users with "publish" right can change the password set for your agent or modify visibility setting by clicking the "Visibility: Edit" link again.

When agent content is password protected, agent title displays the text "Protected: " before the agent Title and the content prints a password form with this text: "This content is password protected. To view it please enter your password below:".

If multiple agents have the same password, one will only have to enter the required password once. Only one password is tracked at a time so if you visit two different agents with two different password, you must re-enter the agent password to access content. WordPress saves passwords for maximum 10 days. After this period expires, one must reenter the password again to view the protected content.

Agents can be privately published to remove them from agent lists and feeds.

To create a private agent in the admin area:

1. Log in to your Administration Panel.
2. Click the 'Agents' tab.
3. Click the 'Add New' sub-tab or the “Add New” button in the agent list page.
4. Start filling in your agent fields. You must fill all required fields. All required fields have red star after their labels.
5. As needed, set agent taxonomies and relationships. All required relationships or taxonomies must be set.
6. Click the "Edit" link next to Visibility in the publish box and select "Private".
7. Once you change the visibility to private, the agent status changes to "Privately Published".
8. When you are ready, click the "UPDATE" button.

Only an Administrator and users with "publish" right for the agent can change visibility setting by clicking the "Visibility: Edit" link again.

To preview agent content press the "Preview" button - a button directly above the “publish” button - in the publish box before officially publishing or sending for review.

To create a draft agent in the admin area:

1. Log in to your Administration Panel.
2. Click the 'Agents' tab.
3. Click the 'Add New' sub-tab or the “Add New” button in the agent list page.
4. Start filling in your agent fields. You must fill all required fields. All required fields have red star after their labels.
5. As needed, set agent taxonomies and relationships. All required relationships or taxonomies must be set.
6. When you are ready, click "Save Draft" button in the publish box.
7. After the submission is completed, the agent status stays at "Draft".

Once the agent is published the user who created the agent is assigned as the agent author. Agent authors can view and edit the agent. One can change the agent author from the author box. The author box drop down is limited to the users who have agent "publish" right.

WP Ticket Community supports creating of custom fields. Creating of custom fields provides a quick way to allow you to extend the content with key/value pairs also known as meta data. Custom fields store arbitrary extra information about agents.

To create a custom fields for your agents

1. Edit any agent or create a new one in the admin area. You will see the Custom Fields metabox. if you do not see it, enable it from Screen options.
2. Creating a custom field requires a key and a value. The key is constant, but the value can change for each agent. Click on Enter New link or select a key from the dropdown list.
3. Enter a value and click Add Custom Field button
4. Repeat the steps above for creating more fields

You can create as many custom fields as you need. If your custom field key may have multiple values, create a new field and use the same key with different values. You can use HTML code in the value box. WP Ticket concatenates each value separated with a space character. By default, WordPress shows 30 custom fields in the dropdown list.

Once you create agent custom fields, they are displayed in the frontend.

Displaying Agent archives can be done by creating a link in the Appearance Menus Screen in the admin area.

Alternatively, if you'd like to display a specific Agent, you can select the link from Agent metabox and add it to your menu. If you don't see Agent metabox, check the Screen Options to ensure it is set to display.

To create a custom link for Agent archives:

1. Goto Appearance in the admin menu and click on Menus link
2. On the right hand side, pick the menu you’d like to include from Select a menu to edit dropdown
3. Under Links menu navigation item, type in /agents to the URL field
4. Type in Agents or another label describing the custom link URL in the Link Text field
5. Click “Add to menu” button to add the item to the menu
6. Pick “primary location” under “Menu Settings” below the menu
7. Save your menu
8. Go to the frontend and click on the link you created to access Agents. Agent archive page content is only displayed to the authorized users who have access permissions.

In WP Ticket, Agents are locked during editing, preventing other users from accessing and modifying the Agent.

If a user clicks to edit one of the Agent records that's currently locked they are presented with three options in a pop-up dialog:

1. Go Back - Return to the Agents listing.
2. Preview - Preview the current state of the Agent that's being edited.
3. Take Over - Lock out the current editor of the Agents and begin editing. (The other user will receive a notification)

The user that has been locked out receives the following dialog, and is no longer able to edit the Agent. It can take up to 15 seconds for the current Agent editor to be notified that another user has taken over.

Recent Tickets is an entity dashboard widget which is available in WordPress Dashboard. It shows latest 10 published ticket records without any page navigation links.

Recent Tickets is an entity sidebar widget. It shows latest 10 published ticket records without any page navigation links.

"Ticket List" is a standard view which displays 10 Ticket records per page with a post status of publish in descending order by date. Page navigation is enabled. If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Ticket List". You can visit this page to access the view. To display it in another page or post, use [support_tickets] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button.

Search ticket view for registered users."Registered User Search Ticket" is a combo report. If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Registered User Search Ticket". You can visit this page to access the view. To display it in another page or post, use [private_search_ticket] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button.

Submit ticket view for registered users."Registered User Submit Ticket" is a combo report. If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Registered User Submit Ticket". You can visit this page to access the view. To display it in another page or post, use [private_submit_ticket] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button.

"Search tickets" form is used for searching ticket records from the frontend. You can use [search_tickets] shortcode to display it in a page or post of your choise as well.

The following are the fields used in the form:

• Ticket ID (hidden_func)
• Email (text)
• Due (datetime)
• Priorities (select-only single selection allowed)
• Topics (select-only single selection allowed)

"Submit tickets" form is used for entering ticket records from the frontend. You can use [submit_tickets] shortcode to display it in a page or post of your choise as well.

The following are the fields used in the form:

• Ticket ID (hidden_func)
• First Name (text)
• Last Name (text)
• Email (text)
• Phone (text)
• Due (datetime)
• Subject (text)
• Message (wysiwyg)
• Attachments (file)
• Form Name (hidden)
• Form Submitted By (hidden_func)
• Form Submitted IP (hidden_func)
• Priorities (select-only single selection allowed)
• Topics (select-only single selection allowed)

When any Ticket record:

• added from frontend
• added from backend

The following get notified:

• Ticket Email

When any Assignee of Tickets to:

• added

The following get notified:

• Assignee

To install your WP Ticket Plugin using the built-in plugin installer:

1. Download WP Ticket Plugin to your desktop.
2. Go to Plugins "Add New".
3. Under Upload, click "Browse".
4. Find the wp-ticket-community-VERSION.zip file.
5. Click Install Now to install the WP Ticket Plugin.
6. A popup window will ask you to confirm your wish to install the Plugin.
7. Click Proceed to continue with the installation. The resulting installation screen will list the installation as successful or note any problems during the install.
8. If successful, click Activate Plugin to activate it, or Return to Plugin Installer for further actions.

Replace VERSION in instructions with the version number of WP Ticket you want to install. After the activation, the WP Ticket plugin setup may display notification asking if you if you'd like to install setup pages or skip setup page installation, click the appropriate button.

To uninstall your WP Ticket Plugin using the built-in plugin installer:

1. Go to Plugins screen.
2. Find the WP Ticket Plugin you wish to deactivate and uninstall.
3. Click Deactivate.

WordPress auto-update system displays notification in the Admin Bar and also on the plugins page when new version of the WP Ticket is available.

To install the new version, simply hit the "Update automatically" button. WordPress will automatically download the new package, extract it and replace the old files. No FTP, removing old files, and uploading is required.

Upgrading your plugin

We offer different plugin editions to better match your needs. If you purchased a different edition of WP Ticket, follow the steps below to upgrade your plugin:

1. Go WordPress plugins page and deactivate and optionally delete the current WP Ticket Community edition.
2. Install the new edition based on the instructions in WordPress Codex
3. Activate the new edition
4. Go to Plugin Settings page and save settings

Upgrading WP Ticket Community edition does not have any impact on your existing data but it is always a good idea to back up your WordPress database as a rule of thumb before any changes.

Using Plugin Extensions

WP Ticket Community edition is configured to work with many plugin extensions. Most plugin extensions work regardless of the edition unless specified specifically in the plugin page.

if you purchased a plugin extension, follow the instructions in WordPress Codex to install and activate your plugin extension like any other WordPress plugin.

If your extension comes with a license key, you must save and activate your license key to get software updates and support.

Administrators can show, hide, and resize form elements by clicking on the Settings page under WP Ticket menu. In addition, form captcha element can be set to "Visitors Only","Always Show", or "Never Show".

Required fields can not be disabled however you can change the column size. The optional fields can be enabled, disabled, or modified to occupy more or less space in the form layout.

Make sure to save your changes after any modification otherwise your changes will not take effect.

The default entity base slug can be changed within entity tab of settings page in WP Ticket menu. After you update, make sure to refresh your site's Permalinks under Settings. You can only change base slug if post name based permalink structure is selected.

For the most part, WP Ticket templates will integrate nicely with most WordPress themes. However you may run into issues when the default WP Ticket content wrappers do not match your chosen theme or your theme's CSS rules overwrite WP Ticket CSS rules.

Theme related issues manifest themselves by;

• Breaking your layout on WP Ticket pages and shifting your sidebars into incorrect positions
• Some random text getting displayed in header or footer of your site
• Some sections in plugin pages not getting displayed as in the plugin's demo site.

Theme related issues can potentially affect all single, taxonomy, archive and shortcode pages because WP Ticket uses templates of its own to display these pages and it’s impossible for eMDPlugins to know exactly what markup or CSS rules your theme uses.

There are three methods to resolve theme related issues;

• Copying and modifying your theme's header.php and footer.php
• Copying and modifying your theme's page.php
• Adding custom CSS rules

Modifying header.php and footer.php

1. Go to your theme's folder -- wp-content/themes/YOURTHEME/
2. Copy header.php of your theme as header-emdplugins.php
3. Copy footer.php of your theme as footer-emplugins.php
4. Remove the conflicting code from header-emdplugins.php and/or footer-emplugins.php.
5. This will make WP Ticket use these newly created header and footer instead of your theme's default header and footer. Save the files. You’re done.

Copying and modifying your theme's page.php

If the issue can not be resolved through simply modifying the header and footer templates, you need to modify your theme's page.php.

To set up this template page:

1. Duplicate your theme’s page.php file, and name it wp-ticket-com.php. This file should be found like this: wp-content/themes/YOURTHEME/wp-ticket-com.php.
2. Open up your newly created wp-ticket-com.php in a text editor, or the editor of your choice.

3. Next you need to find the loop (see The_Loop). The loop usually starts with a:

   <?php if ( have_posts() ) :

   and usually ends with:

   <?php endif; ?>

   This varies between themes. Once you have found it, delete it. In its place, put:

   <?php wp_ticket_com_content(); ?>

4. This will make your theme use WP Ticket’s loop instead. Save the file. You’re done.

Adding CSS rules

You add custom CSS rules in the Custom CSS field of Tools tab under WP Ticket menu, settings page to overwrite your theme's default CSS. The custom css rules added in the settings are not deleted when your plugin gets updated.

You can learn CSS language by completing the tutorials at w3schools.com

Agents are employees from the company that addresses issues to the customer\'s satisfaction.

Photo

Photo of the staff member. Photo does not have a default value.

First Name

First name of the staff member. First Name is a required field. Being a unique identifier, it uniquely distinguishes each instance of Agent entity. First Name is filterable in the admin area. First Name does not have a default value.

Last Name

Last name of the staff member. Last Name is a required field. Being a unique identifier, it uniquely distinguishes each instance of Agent entity. Last Name is filterable in the admin area. Last Name does not have a default value.

Agent user

System user assigned to the staff member. Agent user is a required field. Being a unique identifier, it uniquely distinguishes each instance of Agent entity. Agent user does not have a default value. Only users who have the following access roles are listed as allowable value;

• manager
• agent

Email

Email address of the staff member. Email is filterable in the admin area. Email does not have a default value.

Phone

Phone number of the staff member. Phone is filterable in the admin area. Phone does not have a default value.

Extension

Phone number extension of the staff member. Extension is filterable in the admin area. Extension does not have a default value.

Mobile

Mobile phone number of the staff member. Mobile is filterable in the admin area. Mobile does not have a default value.

Tickets Assigned

Allows to display and create connections with Tickets. One instance of Agents can associated with many instances of Tickets. The relationship can be set up in the edit area of Tickets using Assignee relationship box.

A tickets represents a help request.

Ticket ID

Unique identifier for a ticket Being a unique identifier, it uniquely distinguishes each instance of Ticket entity. Ticket ID is filterable in the admin area. Ticket ID does not have a default value.

First Name

First Name is a required field. First Name is filterable in the admin area. First Name does not have a default value.

Last Name

Last Name is filterable in the admin area. Last Name does not have a default value.

Email

Our responses to your ticket will be sent to this email address. Email is a required field. Email is filterable in the admin area. Email does not have a default value.

Phone

Please enter a phone number in case we need to contact you. Phone does not have a default value.

Due

The due date of the ticket Due is filterable in the admin area. Due does not have a default value.

Subject

Ideally, a question title should be a question. It\'s important that the question title is specific and has at least some meaning with no other information. A question such as "Why doesn\'t this work?" makes absolutely no sense without the rest of the question. Subject is a required field. Subject does not have a default value.

Message

Describe the problem or question. Include all necessary details but no unnecessary ones. A short description is easier to understand and will save the reviewer time. Please avoid asking multiple questions in one ticket. Open a separate ticket so that we can better answer your question. Message is a required field. Message does not have a default value.

Attachments

Attach related files to the ticket. Attachments does not have a default value.

Form Name

Form Name is filterable in the admin area. Form Name has a default value of "admin".

Form Submitted By

Form Submitted By is filterable in the admin area. Form Submitted By does not have a default value.

Form Submitted IP

Form Submitted IP is filterable in the admin area. Form Submitted IP does not have a default value.

Priority

When you create a ticket, you should prioritize the ticket based on the scope and impact of the request. Priority accepts multiple values like tags. Priority has a default value of: 'uncategorized'.

Topic

Topics are the categories for tickets. Topic accepts multiple values like tags. Topic has a default value of: 'uncategorized'.

Assignee

Allows to display and create connections with Agents. One instance of Tickets can associated with only one instance of Agents. The relationship can be set up in the edit area of Tickets using Assignee relationship box.