WP Ticket

For enterprise level service request management with performance analytics, request analytics, and time tracking

Documentation

Author: eMarket Design
Last Updated: 2017-07-13

Introduction

Enables customer support agents to receive, process, and respond to service requests consistently and efficiently.

Concepts

The following is the definition(s) of the concept(s) covered in the context of WP Ticket app:

Last Updated: 2015-08-12

Agents

Agents are company employees who address the issues submitted to the customer\'s satisfaction. Managers are agents who supervise other agents. Managers have access to all tickets. Agents access to tickets which are assigned to them by managers. If your organization need all agents to access to all tickets, assign all your support team members to manager user role.

Last Updated: 2015-08-12

Tickets

A ticket represents a help request to support the resolution of an issue such as a task, defect or improvement. Customers can create one to many tickets. Tickets are uniquely identified by ticket id. Some tickets may be related to each other. This relationship could be one of parent, child, or duplicate. By relating your tickets, you can show your customers how his or her tickets are connected to each other hence enhance request resolution communication.

Last Updated: 2015-08-12

To-do Lists

To-do Lists are tasks to be completed related to tickets and visible to agents and managers only. You can create multiple to-do-lists for each ticket and each ticket can share one to many to-do-lists.

Last Updated: 2015-03-19

Content Access

WP Ticket provides access to content based on a user's role in your organization. A role defines a set of tasks a user is allowed to perform and is assigned to a user when he or she registers into the system. Please check the Roles and Responsibilities section of this document to see the available access roles and the functionality they have access to.

Working with Tickets

Using WP Ticket, you can create, modify, delete, and search ticket records, associated taxonomies, or relationships.

Last Updated: 2015-07-17

Creating Tickets

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.

Last Updated: 2015-02-04

Uploading Ticket Attachments

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.

Last Updated: 2015-06-03

Modifying Tickets

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.

Last Updated: 2015-06-03

Searching Tickets

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 You can use drag-and-drop admin interface for sorting, creating/saving complex filters, and ordering columns in the entity list pages.

Administrators and users who have access to advanced Ticket search page on the frontend can also utilize "Search operators" to drill down the result set without any limitations on access.

Last Updated: 2015-06-03

Scheduling Tickets

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".
Last Updated: 2015-06-03

Password Protected Tickets

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.

Last Updated: 2015-06-03

Private Tickets

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.

Who can publish and see private tickets?

Only users with "publish tickets", "edit private tickets", "read private tickets", and "delete private tickets" authorization permission levels can create and see private tickets. Users who have the same access level with the author but have a relationship-limited access of a private ticket can not view the content even if they have access rights to the content. User who have access to the content but not limited by a relationship can still see and modify private tickets.

Check Roles and Responsibilities section of this document to see which user roles can privately publish tickets.

Last Updated: 2015-02-04

Previewing Tickets

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.

Last Updated: 2015-02-04

Draft Tickets

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".
Last Updated: 2015-07-27

Ticket Author

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.

Last Updated: 2015-03-19

Creating Ticket Discussions

Responses allow having a discussion related to the ticket. Responses are automatically enabled when the ticket is created.

When you enable Responses on a record, a comment form is displayed under "Responses" section. Using the comment form here users can submit their comments.

Once a Response is submitted, approve, modify, reply or delete actions can be performed either in the WP Ticket dashboard or in the ticket edit page. Once Response is approved, the comment appears under "Responses" section of the ticket page right above the comment form.

One can enable or disable Responses in the admin area in two ways.

  • Navigate to the editing screen for the ticket, find the “Discussion” box and check or uncheck “Allow Comments.” If you do not see the “Discussion” box on the edit ticket page, click “Screen Options” in the upper right corner of the browser window. Make sure the box next to “Discussion” is checked. Save your changes by clicking “Publish”, “Save Draft” or “Update."
  • Alternatively, navigate to the ticket list screen, find the one you want and hover your cursor over the title of the ticket. You will see several links appear underneath the title. Click "Quick Edit" and check “Allow Comments.” Click “Update” to turn comments on for that ticket.
Last Updated: 2015-02-04

Linking Assignee

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.

Last Updated: 2015-02-04

Linking Related Tickets

You can create connections between Tickets and Tickets by clicking on "Create Connection" link in the "Related Tickets" 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, set the values to: Relation Type(dropdown). Take a look at the glossary section for dropdown values available. Now, you can update or publish your ticket. You can create as many connections as you need.

Last Updated: 2015-03-19

Linking To-do List

You can create connections between Tickets and To-do Lists by clicking on "Create Connection" link in the "To-do List" 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 as many connections as you need.

Last Updated: 2016-05-08

Creating Custom Fields

WP Ticket Enterprise 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 Ent menu > Settings page > Forms tab . By default all custom fields are disabled.

Last Updated: 2015-03-19

Setting Priorities

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.

Last Updated: 2015-03-19

Setting Slas

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

WP Ticket comes with a preset Slas 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 Slas.

Last Updated: 2015-03-19

Setting Statuses

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.

Last Updated: 2015-02-04

Setting Ticket Tags

Ticket Tag can be set by typing the desired option in the empty text field and clicking "Add" button in "Ticket Tags" box and updating/saving the ticket. Setting a value for Ticket Tag is optional. Ticket Tag is also not organized hierarchically meaning there's no relationship from one Ticket Tag value to another.

Ticket Tags do not have preset values.

Last Updated: 2015-06-03

Setting Topics

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.

Last Updated: 2015-02-04

Displaying Tickets

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.
Last Updated: 2015-06-03

Email Piping Tickets

Tickets can be created through emails by integrated WPAS incoming email extension. No purchase necessary . 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 Ent menu in the admin area and clicking on Incoming email link.

Last Updated: 2015-03-19

Locking Tickets

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.

Last Updated: 2015-03-20

Using Canned Responses

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 included out-of-box.

Working with Agents

Using WP Ticket, you can create, modify, delete, and search agent records, associated taxonomies, or relationships.

Last Updated: 2017-01-19

Creating Agents

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:

  • Agent
  • Manager

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.

Last Updated: 2015-06-03

Modifying Agents

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.

Last Updated: 2015-06-03

Searching Agents

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. You can use drag-and-drop admin interface for sorting, creating/saving complex filters, and ordering columns in the entity list pages.

Last Updated: 2015-06-03

Scheduling Agents

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".
Last Updated: 2015-06-03

Password Protected Agents

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.

Last Updated: 2015-06-03

Private Agents

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.

Who can publish and see private agents?

Only users with "publish agents", "edit private agents", "read private agents", and "delete private agents" authorization permission levels can create and see private agents. Users who have the same access level with the author but have a relationship-limited access of a private agent can not view the content even if they have access rights to the content. User who have access to the content but not limited by a relationship can still see and modify private agents.

Check Roles and Responsibilities section of this document to see which user roles can privately publish agents.

Last Updated: 2015-02-04

Previewing Agents

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.

Last Updated: 2015-02-04

Draft Agents

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".
Last Updated: 2015-07-27

Agent Author

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.

Last Updated: 2016-05-08

Creating Custom Fields

WP Ticket Enterprise 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.

Last Updated: 2015-02-04

Displaying Agents

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.
Last Updated: 2015-03-19

Locking Agents

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.

Last Updated: 2015-02-04

Using Canned Responses

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 Agent 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

Working with To-do Lists

Using WP Ticket, you can create, modify, delete, and search to-do list records, associated taxonomies, or relationships.

Last Updated: 2017-01-19

Creating To-do Lists

To create to-do list records in the admin area:

  1. Log in to your Administration Panel.
  2. Click the 'To-do Lists' tab.
  3. Click the 'Add New' sub-tab or the “Add New” button in the to-do list list page.
  4. Start filling in your to-do list fields. You must fill all required fields. All required fields have red star after their labels.
  5. As needed, set to-do list 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 to-do list status changes to "Published" or "Pending Review". Users must have "publish" right to publish to-do lists. Users who do not have "publish" right can still create to-do lists; however, these to-do lists must be reviewed and approved by a user with to-do list "publish" right. Check Roles and Responsibilities section of this document to see which access groups have to-do list "publish" right.
Last Updated: 2015-06-03

Modifying To-do Lists

To-do Lists can be modified by clicking on the "Edit" link under the to-do list title in the to-do list list page in the admin area. Make any necessary changes and then click Publish.

Last Updated: 2015-06-03

Searching To-do Lists

In WP Ticket, users are only allowed to search to-do lists they have access to. Users who have access to to-do lists can search using the filter system in the to-do list admin area. You can use drag-and-drop admin interface for sorting, creating/saving complex filters, and ordering columns in the entity list pages.

Last Updated: 2015-06-03

Scheduling To-do Lists

To schedule To-do Lists for publication on a future time or date in the admin area:

  1. Log in to your Administration Panel.
  2. Click the 'To-do Lists' tab.
  3. Click the 'Add New' sub-tab or the “Add New” button in the to-do list list page.
  4. Start filling in your to-do list fields. You must fill all required fields. All required fields have red star after their labels.
  5. As needed, set to-do list 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 To-do Lists. Change the settings to the desired time and date. You must also hit the "Publish" button when you have completed the to-do list to publish at the desired time and date.
  7. After the submission is completed, the to-do list status changes to "Published".
Last Updated: 2015-06-03

Password Protected To-do Lists

To create a password protected to-do list in the admin area:

  1. Log in to your Administration Panel.
  2. Click the 'To-do Lists' tab.
  3. Click the 'Add New' sub-tab or the “Add New” button in the to-do list list page.
  4. Start filling in your to-do list fields. You must fill all required fields. All required fields have red star after their labels.
  5. As needed, set to-do list 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 to-do list in the text field. The password is limited to 20 characters.
  8. When you are ready, click the "Publish" button (or "Update" if the to-do list is already published.)
  9. After the submission is completed, the to-do list status changes to "Published".

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

When to-do list content is password protected, to-do list title displays the text "Protected: " before the to-do list 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 to-do lists 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 to-do lists with two different password, you must re-enter the to-do list 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.

Last Updated: 2015-06-03

Private To-do Lists

To-do Lists can be privately published to remove them from to-do list lists and feeds.

To create a private to-do list in the admin area:

  1. Log in to your Administration Panel.
  2. Click the 'To-do Lists' tab.
  3. Click the 'Add New' sub-tab or the “Add New” button in the to-do list list page.
  4. Start filling in your to-do list fields. You must fill all required fields. All required fields have red star after their labels.
  5. As needed, set to-do list 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 to-do list status changes to "Privately Published".
  8. When you are ready, click the "UPDATE" button.

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

Who can publish and see private to-do lists?

Only users with "publish to-do lists", "edit private to-do lists", "read private to-do lists", and "delete private to-do lists" authorization permission levels can create and see private to-do lists. Users who have the same access level with the author but have a relationship-limited access of a private to-do list can not view the content even if they have access rights to the content. User who have access to the content but not limited by a relationship can still see and modify private to-do lists.

Check Roles and Responsibilities section of this document to see which user roles can privately publish to-do lists.

Last Updated: 2015-03-19

Previewing To-do Lists

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

Last Updated: 2015-03-19

Draft To-do Lists

To create a draft to-do list in the admin area:

  1. Log in to your Administration Panel.
  2. Click the 'To-do Lists' tab.
  3. Click the 'Add New' sub-tab or the “Add New” button in the to-do list list page.
  4. Start filling in your to-do list fields. You must fill all required fields. All required fields have red star after their labels.
  5. As needed, set to-do list 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 to-do list status stays at "Draft".
Last Updated: 2015-07-27

To-do List Author

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

Last Updated: 2015-03-19

Linking Tickets

You can create connections between Tickets and To-do Lists by clicking on "Create Connection" link in the "Tickets" 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 to-do list. You can create as many connections as you need.

Last Updated: 2016-05-08

Creating Custom Fields

WP Ticket Enterprise 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 to-do lists.

To create a custom fields for your to-do lists

  1. Edit any to-do list 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 to-do list. 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 to-do list custom fields, they are displayed in the frontend.

Last Updated: 2015-03-19

Displaying To-do Lists

To-do Lists cannot be viewed on the front end and are only available in the admin area to loggin users who has publish rights for To-do List items.
Last Updated: 2015-03-19

Locking To-do Lists

In WP Ticket, To-do Lists are locked during editing, preventing other users from accessing and modifying the To-do List.

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

  1. Go Back - Return to the To-do Lists listing.
  2. Preview - Preview the current state of the To-do List that's being edited.
  3. Take Over - Lock out the current editor of the To-do Lists 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 To-do List. It can take up to 15 seconds for the current To-do List editor to be notified that another user has taken over.

Last Updated: 2015-03-19

Creating Custom Reports

In WP Ticket, you can create custom reports using Analytics module. Analytics module allows filtering entity attributes, taxonomies and relationships to calculate statistics and displaying the result in any page using a shortcode.

Analytics module can use the following functions in calculations;

  • COUNT
  • SUM
  • MAX
  • MIN
  • AVG
  • STDDEV_POP
  • STDDEV_SAMP
  • VAR_POP
  • VAR_SAMP

All summary calculations such as SUM, MAX, MIN etc can only be done on attribute values.

Date attributes can be further filtered through relative operators:

  • Current Date
  • Yesterday
  • Tomorrow
  • Current Week
  • Last Week
  • Next Week
  • Current Month
  • Last Month
  • Next Month
  • Current Year
  • Last Year
  • Next Year

Generic attribute operators are as follows:

  • = (is)
  • ≠ (is not)
  • ≈ (like)
  • !≈ (not like)
  • < (less than)
  • > (greater than)
  • <= (less than equal to)
  • >= (greater than equal to)

Taxonomies can be filtered using the taxonomy term slug. Relationships can be filtered using relationship name and current user or post id.

You can use as many criteria as you need in your filters. However, please be aware that if the results are real-time and may impact page loads depending on the server configuration. Currently, OR operator is used as default for filter groups. For example; if you used Issue priority High and Low, calculations are based on the union not the intersection of the results.

Last Updated: 2016-08-22

Dashboard

WP Ticket Dashboard offers a drag and drop, real-time interface, showing a graphical presentation of the current status (snapshot), historical trends of your content, and highlighting important information from one place using widgets. Dashboard widgets can enabled or disabled from Screen Options tab.

The following widgets are available:

  • Recent Tickets dashboard entity widget available at App Dashboard
  • Ticket Counts By Assignee By Status bar chart widget available at App Dashboard
  • Ticket Counts By Status pie chart widget available at App Dashboard
  • Ticket Counts By Topic pie chart widget available at App Dashboard
  • Ticket Counts By Priority pie chart widget available at App Dashboard
  • Ticket Counts By SLA pie chart widget available at App Dashboard
  • Ticket Overviewintegration widget available at App Dashboard
  • Ticket Counts By Assignee By Priority bar chart widget available at App Dashboard
  • Ticket Counts By Priority By Status bar chart widget available at App Dashboard
  • Time Spent Per Ticket By Assignee pie chart widget available at App Dashboard
  • Time Spent By SLA pie chart widget available at App Dashboard
  • Ticket Counts By Status By Created Date Last 4 Weeks column chart widget available at App Dashboard
  • Ticket Counts By Products By Priority bar chart widget available at App Dashboard
  • Ticket Counts By Product By Status bar chart widget available at App Dashboard
  • Ticket Counts By Products By Created Date Last 4 Weeks column chart widget available at App Dashboard
  • Ticket Counts By Downloads By Priority bar chart widget available at App Dashboard
  • Ticket Counts By Downloads By Status bar chart widget available at App Dashboard
  • Ticket Counts By Downloads By Created Date Last 4 Weeks column chart widget available at App Dashboard

Widgets

Widgets provide a simple and easy-to-use way of displaying content and features on your sidebars or dashboard.

Sidebar widgets can be added, removed, and rearranged on the WordPress Administration Appearance > Widgets panel. Dashboard widgets can be enabled or disabled using Screen Options tab in your app dashboard page. All widgets have drag-and-drop functionality.

The following sections list the WP Ticket widgets:

Last Updated: 2015-03-19

Recent Tickets dashboard widget

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

Last Updated: 2015-02-04

Recent Tickets sidebar widget

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

Last Updated: 2015-02-04

Ticket Comments sidebar widget

Ticket Comments is a comment sidebar widget. It shows latest 10 approved comment records without any page navigation links.

Standards

Standard views display a single type of content in a custom format and can be used in place of archive views. Administrators can display standard views using their shortcodes by choosing the name of the view you want to display from the WPAS component list after clicking on the WPAS toolbar button on any page.

The following sections list the WP Ticket standard views available:

Last Updated: 2016-08-22

Ticket List

"Ticket List" is a standard view which displays -1 Ticket records per page with a post status of publish in descending order by modified. Page navigation is disabled. 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.

Charts

Charts provide a perfect way to visualize data. You can use WP Ticket charts to better understand large quantities of data and the relationships between parts of the data.

The following sections list the WP Ticket charts you can use:

Last Updated: 2015-08-12

Ticket Counts By Assignee By Priority

"Ticket Counts By Assignee By Priority" is a bar chart. It is available in WP Ticket dashboard with a title of "Ticket Counts By Assignee By Priority". If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Ticket Counts By Assignee By Priority". You can visit this page to view the chart. To display the chart in another page or post, use [tc_by_staff_by_priority] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button. This chart comes with a full width container. All charts adjust to the browser window size changes.

Last Updated: 2015-08-12

Ticket Counts By Assignee By Status

"Ticket Counts By Assignee By Status" is a bar chart. It is available in WP Ticket dashboard with a title of "Ticket Counts By Assignee By Status". If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Ticket Counts By Assignee By Status". You can visit this page to view the chart. To display the chart in another page or post, use [tc_by_staff_by_status] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button. This chart comes with a full width container. All charts adjust to the browser window size changes.

Last Updated: 2016-08-22

Ticket Counts By Downloads By Created Date Last 4 Weeks

"Ticket Counts By Downloads By Created Date Last 4 Weeks" is a column chart. It is available in WP Ticket dashboard with a title of "Ticket Counts By Downloads By Created Date Last 4 Weeks". If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Ticket Counts By Downloads By Created Date Last 4 Weeks". You can visit this page to view the chart. To display the chart in another page or post, use [dwl_counts_by_pdate_4weeks] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button. This chart comes with a full width container. All charts adjust to the browser window size changes.

Last Updated: 2016-08-22

Ticket Counts By Downloads By Priority

"Ticket Counts By Downloads By Priority" is a bar chart. It is available in WP Ticket dashboard with a title of "Ticket Counts By Downloads By Priority". If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Ticket Counts By Downloads By Priority". You can visit this page to view the chart. To display the chart in another page or post, use [tc_by_edd_product_by_priority] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button. This chart comes with a full width container. All charts adjust to the browser window size changes.

Last Updated: 2016-08-22

Ticket Counts By Downloads By Status

"Ticket Counts By Downloads By Status" is a bar chart. It is available in WP Ticket dashboard with a title of "Ticket Counts By Downloads By Status". If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Ticket Counts By Downloads By Status". You can visit this page to view the chart. To display the chart in another page or post, use [tc_by_edd_product_by_status] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button. This chart comes with a full width container. All charts adjust to the browser window size changes.

Last Updated: 2015-08-12

Ticket Counts By Priority

"Ticket Counts By Priority" is a pie-3d chart. It is available in WP Ticket dashboard with a title of "Ticket Counts By Priority". If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Ticket Counts By Priority". You can visit this page to view the chart. To display the chart in another page or post, use [ticket_counts_by_priority] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button. This chart comes with a full width container. All charts adjust to the browser window size changes.

Last Updated: 2015-08-12

Ticket Counts By Priority By Status

"Ticket Counts By Priority By Status" is a bar chart. It is available in WP Ticket dashboard with a title of "Ticket Counts By Priority By Status". If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Ticket Counts By Priority By Status". You can visit this page to view the chart. To display the chart in another page or post, use [tc_by_status_by_priority] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button. This chart comes with a full width container. All charts adjust to the browser window size changes.

Last Updated: 2016-08-22

Ticket Counts By Product By Status

"Ticket Counts By Product By Status" is a bar chart. It is available in WP Ticket dashboard with a title of "Ticket Counts By Product By Status". If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Ticket Counts By Product By Status". You can visit this page to view the chart. To display the chart in another page or post, use [tc_by_woo_product_by_status] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button. This chart comes with a full width container. All charts adjust to the browser window size changes.

Last Updated: 2016-08-22

Ticket Counts By Products By Created Date Last 4 Weeks

"Ticket Counts By Products By Created Date Last 4 Weeks" is a column chart. It is available in WP Ticket dashboard with a title of "Ticket Counts By Products By Created Date Last 4 Weeks". If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Ticket Counts By Products By Created Date Last 4 Weeks". You can visit this page to view the chart. To display the chart in another page or post, use [product_counts_by_pdate_4weeks] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button. This chart comes with a full width container. All charts adjust to the browser window size changes.

Last Updated: 2016-08-22

Ticket Counts By Products By Priority

"Ticket Counts By Products By Priority" is a bar chart. It is available in WP Ticket dashboard with a title of "Ticket Counts By Products By Priority". If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Ticket Counts By Products By Priority". You can visit this page to view the chart. To display the chart in another page or post, use [tc_by_woo_product_by_priority] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button. This chart comes with a full width container. All charts adjust to the browser window size changes.

Last Updated: 2015-08-12

Ticket Counts By SLA

"Ticket Counts By SLA" is a pie-3d chart. It is available in WP Ticket dashboard with a title of "Ticket Counts By SLA". If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Ticket Counts By SLA". You can visit this page to view the chart. To display the chart in another page or post, use [ticket_counts_by_sla] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button. This chart comes with a full width container. All charts adjust to the browser window size changes.

Last Updated: 2015-08-12

Ticket Counts By Status

"Ticket Counts By Status" is a pie-3d chart. It is available in WP Ticket dashboard with a title of "Ticket Counts By Status". If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Ticket Counts By Status". You can visit this page to view the chart. To display the chart in another page or post, use [ticket_counts_by_status] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button. This chart comes with a full width container. All charts adjust to the browser window size changes.

Last Updated: 2015-08-12

Ticket Counts By Status By Created Date Last 4 Weeks

"Ticket Counts By Status By Created Date Last 4 Weeks" is a column chart. It is available in WP Ticket dashboard with a title of "Ticket Counts By Status By Created Date Last 4 Weeks". If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Ticket Counts By Status By Created Date Last 4 Weeks". You can visit this page to view the chart. To display the chart in another page or post, use [status_counts_by_pdate_4weeks] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button. This chart comes with a full width container. All charts adjust to the browser window size changes.

Last Updated: 2015-08-12

Ticket Counts By Topic

"Ticket Counts By Topic" is a pie-3d chart. It is available in WP Ticket dashboard with a title of "Ticket Counts By Topic". If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Ticket Counts By Topic". You can visit this page to view the chart. To display the chart in another page or post, use [ticket_counts_by_topic] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button. This chart comes with a full width container. All charts adjust to the browser window size changes.

Last Updated: 2015-08-12

Time Spent By SLA

"Time Spent By SLA" is a pie-3d chart. It is available in WP Ticket dashboard with a title of "Time Spent By SLA". If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Time Spent By SLA". You can visit this page to view the chart. To display the chart in another page or post, use [time_spent_by_sla] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button. This chart comes with a full width container. All charts adjust to the browser window size changes.

Last Updated: 2015-08-12

Time Spent Per Ticket By Assignee

"Time Spent Per Ticket By Assignee" is a pie-3d chart. It is available in WP Ticket dashboard with a title of "Time Spent Per Ticket By Assignee". If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Time Spent Per Ticket By Assignee". You can visit this page to view the chart. To display the chart in another page or post, use [time_spent_by_assignee] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button. This chart comes with a full width container. All charts adjust to the browser window size changes.

Integrations

Integration views combine interrelated views of your content in one page to provide a summary or to highlight essential information.

The following sections list the WP Ticket integration views:

Last Updated: 2015-08-25

Registered User Advanced Search Ticket

Creates a private advanced ticket search page for registered users."Registered User Advanced 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 Advanced Search Ticket". You can visit this page to access the view. To display it in another page or post, use [private_advanced_search_ticket] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button.

Last Updated: 2015-08-25

Registered User Search Ticket

Creates a private ticket search page 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.

Last Updated: 2015-08-25

Registered User Submit Ticket

Creates a private ticket submission page 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.

Last Updated: 2015-03-19

Ticket Overview

"Ticket Overview" is a combo report. It is available in WP Ticket dashboard with a title of "Ticket Overview". If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Ticket Overview". You can visit this page to access the view. To display it in another page or post, use [ic_ticket_infocircle] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button.

Forms

Forms allow users to enter data that is sent to WP Ticket for processing. Forms can be used to enter or retrieve search results related to your content.

The following sections list the WP Ticket forms:

Last Updated: 2015-02-04

Search tickets

"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)
Last Updated: 2017-01-19

Search tickets adv

"Search tickets adv" form is used for searching ticket records from the frontend. You can use [search_tickets_adv] 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)
  • Priorities (select-only single selection allowed)
  • Slas (select-only single selection allowed)
  • Topics (select-only single selection allowed)
  • Statuses (select-only single selection allowed)
  • Ticket Tags (select-multiple selection allowed)
Last Updated: 2017-01-19

Submit tickets

"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)
  • Attachments (file)
  • Original estimate (text)
  • Estimated Time Remaining (text)
  • Product Name (text)
  • License Key (text)
  • Subject (text)
  • Message (wysiwyg)
  • Form Name (hidden)
  • Form Submitted By (hidden_func)
  • Form Submitted IP (hidden_func)
  • Priorities (select-only single selection allowed)
  • Slas (select-only single selection allowed)
  • Topics (select-only single selection allowed)
  • Ticket Tags (select-multiple selection allowed)
Last Updated: 2017-01-19

Roles and Capabilities

The following table shows the capabilities and the access roles available in WP Ticket app. "Red" color means the users who belong to the corresponding role do not have the capability. "Green" color means the users who belong to the corresponding role have the capability.

CAPABILITYAdministratorEditorAuthorContributorSubscriberAgentManagerWooCommerce Shop ManagerWooCommerce CustomerEDD Shop ManagerEDD Shop WorkerEDD Shop AccountantEDD Shop Vendor
Edit To-do Lists
Delete To-do Lists
Edit Others To-do Lists
Publish To-do Lists
Read Private To-do Lists
Delete Private To-do Lists
Delete Published To-do Lists
Delete Others To-do Lists
Edit Private To-do Lists
Edit Published To-do Lists
Manage Operations To-do Lists
Edit Agents
Delete Agents
Edit Others Agents
Publish Agents
Read Private Agents
Delete Private Agents
Delete Published Agents
Delete Others Agents
Edit Private Agents
Edit Published Agents
Manage Operations Agents
Edit Tickets
Delete Tickets
Edit Others Tickets
Publish Tickets
Read Private Tickets
Delete Private Tickets
Delete Published Tickets
Delete Others Tickets
Edit Private Tickets
Edit Published Tickets
Manage Operations Tickets
Manage Ticket Response Tickets
Set Author Tickets
Edit Canned Responses
Delete Canned Responses
Edit Others Canned Responses
Publish Canned Responses
Read Private Canned Responses
Delete Private Canned Responses
Delete Published Canned Responses
Delete Others Canned Responses
Edit Private Canned Responses
Edit Published Canned Responses
Manage Operations Canned Responses
Limit by Author Backend Tickets
Limit by Author Frontend Tickets
Limit by Author Backend To-do Lists
Limit by Author Frontend To-do Lists
CAPABILITYAdministratorEditorAuthorContributorSubscriberAgentManagerWooCommerce Shop ManagerWooCommerce CustomerEDD Shop ManagerEDD Shop WorkerEDD Shop AccountantEDD Shop Vendor
Manage Priorities
Edit Priorities
Delete Priorities
Assign Priorities
Manage Slas
Edit Slas
Delete Slas
Assign Slas
Manage Topics
Edit Topics
Delete Topics
Assign Topics
Manage Statuses
Edit Statuses
Delete Statuses
Assign Statuses
Manage Ticket Tags
Edit Ticket Tags
Delete Ticket Tags
Assign Ticket Tags
Manage CR Categories
Edit CR Categories
Delete CR Categories
Assign CR Categories
Manage CR Tags
Edit CR Tags
Delete CR Tags
Assign CR Tags
CAPABILITYAdministratorEditorAuthorContributorSubscriberAgentManagerWooCommerce Shop ManagerWooCommerce CustomerEDD Shop ManagerEDD Shop WorkerEDD Shop AccountantEDD Shop Vendor
Limit by Tickets Assigned To
CAPABILITYAdministratorEditorAuthorContributorSubscriberAgentManagerWooCommerce Shop ManagerWooCommerce CustomerEDD Shop ManagerEDD Shop WorkerEDD Shop AccountantEDD Shop Vendor
View Recent Tickets
CAPABILITYAdministratorEditorAuthorContributorSubscriberAgentManagerWooCommerce Shop ManagerWooCommerce CustomerEDD Shop ManagerEDD Shop WorkerEDD Shop AccountantEDD Shop Vendor
View Search Tickets Adv
CAPABILITYAdministratorEditorAuthorContributorSubscriberAgentManagerWooCommerce Shop ManagerWooCommerce CustomerEDD Shop ManagerEDD Shop WorkerEDD Shop AccountantEDD Shop Vendor
View Private Submit Ticket
View Private Search Ticket
View Private Advanced Search Ticket

Notifications

Notifications are email alerts WP Ticket sends when new modifications, additions or changes occur.

Notifications tab can be accessed from Settings > WP Ticket Settings page in the admin area. Using Notifications tab you can:

  • Enable or disable notifications
  • Choose where the notification will be triggered from
  • Customize email content or subject using tags
  • Include CC, BCC, Reply to
  • Choose who will receive notification either by changing Send to address or selecting appropriate relationship checkbox.

For notifications to work, you must be able to send emails from the server WP Ticket enabled. The following sections list the notifications available for WP Ticket:

Last Updated: 2015-02-04

New Ticket

When any Ticket record:

  • added from frontend
  • added from backend

The following get notified:

  • Ticket Email

Last Updated: 2015-02-04

New Ticket Assigned

When any Assignee of Tickets to:

  • added

The following get notified:

  • Assignee

Last Updated: 2015-02-04

New Ticket Comment

When any Response:

  • added
  • changed

The following get notified:

  • Comment Author Email
  • Ticket Email
  • Assignee

Last Updated: 2015-02-04

Ticket Change

When any Ticket record:

  • changed

The following get notified:

  • Ticket Email

Administration

Plugins are managed from the Plugins screen in the Administration Screens of your WordPress site. All Plugins listed on this screen are found in your wp-content/plugins directory. Each Plugin has a description in its header section of what it does, an author and website to refer to, and a version number. Find WP Ticket from the list.

Last Updated: 2017-01-19

Installation

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-enterprise-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.

Last Updated: 2015-03-19

Uninstallation

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.
Last Updated: 2016-08-22

Plugin Updates and Upgrades

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 Enterprise 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 Enterprise 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 Enterprise 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.

Maintaining your plugin

Keeping your plugin up-to-date is very important. At emdplugins.com, we regularly update our products to offer plugin or WordPress related bug fixes, product enhancements, patches for security vulnerabilities and more. Ability to receive these updates is critical to maintaining your software and site in working condition.

To be able to see the update notifications and receive updates, you must have a valid, activated license at all times. If your existing license is expired, you must renew it manually if you opted out of automatic renewals.

Please also note that you must have a valid license to get support for your plugin.

To activate your license:

  1. Go to WP TIcket Ent > Licenses page
  2. Enter the license key you receive in your purchase receipt
  3. Click "Save Changes" button
  4. Now, you will see, "Activate License" button and "INACTIVE" right next to your license key
  5. Click "Activate License" button to activate your license
  6. If you see "VALID" message in place of "INACTIVE", you should be able to get your plugin updates.

If you followed the steps above and still are not able to get the plugin updates, there could be additional configuration needed for your site.

Last Updated: 2016-08-22

Import/Export/Reset Content

Administrators can import/export from/to CSV files or reset WP Ticket entities, taxonomies and relationships by clicking on Operations button in entity list pages. You must be able to get a backup of your content and files before starting importing/exporting or resetting. Operations page is divided into Import, Export, and Reset tabs.

Importing

Import tab is used to visually import existing records into an entity, its taxonomies and relationships. Each fields to be imported must be mapped to the app design.If you have custom fields in your CSV files, these fields can be imported as well. By default, custom fields are not mapped and they do not have a mapped label. You need to specify custom field's label in the corresponding textbox to import it correctly. The imported custom fields are created for every record with the corresponding value specified in the CSV file.

In you import large files with a lot of images or files attached, your server may be temporarily unavailable and return a white screen. This is due to the extended time needed by WordPress to process and create image thumbnails. If you get a white screen, open up a browser screen and monitor the activity in Media library. If you see images getting created, wait until all activity stops. After image or file addition stops, check if all your records are imported correctly. As a sanity check, you can do the import again but this time checking the Update existing data based on unique field(s) option.

Updating and syncing with external systems

Update option checks the existing records against the CSV file and see if there is a change. If there is a change, it finds the difference and updates the record. For example, if an image is added, the new image is added. If the incoming record does not include an existing image, the existing image which is not included in the incoming record gets deleted. All deletions are permanent. If the incoming record is not there, new record is created. You can use the update option to sync your existing records with external systems.

Exporting

Export tab is used to export the content of an entity as a CSV file. If an entity has relationships, they must be exported separately from the main entity. You will see additional export buttons if this is the case. When you export records, all custom fields are exported as well.

Resetting

Reset tab is used to permanently delete the content of an entity including all the attached images and files. You can also choose to delete all entity content, relationships, or taxonomies. Make sure you have a backup of your content, attached images and/or files before any reset action.

You can take a backup of your content to CSV using export tab. However, you need to take a backup of your attached files manually. In addition, if you need to re-import after the reset using the exported CSV, you must modify the URLs of your attached images to the new or backup location to import them back correctly.

Last Updated: 2015-06-03

Modifying Form Fields

Administrators can show, hide, and resize form elements by clicking on the Settings page under WP TIcket Ent 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.

Last Updated: 2016-08-22

Changing Entity Base Slug

The default entity base slug can be changed within entity tab of settings page in WP TIcket Ent 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.

Last Updated: 2017-01-19

Resolving theme related conflicts

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.

The following is a Developer level documentation. If you’re unfamiliar with code/templates and resolving potential conflicts, we strongly suggest to hire us or a developer to complete the project for you. Please also note that our complimentary support team is unable to assist with customization per our Support Policy.

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.

Please note that this approach eliminates Your ability:

  • To set page templates for single, archive and taxonomy pages
  • To remove page navigation from archive and taxonomy pages.

from WP TIcket Ent, settings page.

To set up this template page:

  1. Duplicate your theme’s page.php file, and name it wp-ticket-ent.php. This file should be found like this: wp-content/themes/YOURTHEME/wp-ticket-ent.php.
  2. Open up your newly created wp-ticket-ent.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_ent_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 Ent 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

Last Updated: 2016-08-22

Localization(l10n)

WP Ticket can be translated into any language by editing wp-ticket-ent-emd-plugins.pot and wp-ticket-ent.pot files.

  • wp-ticket-ent-emd-plugins.pot file is for the components used in WP Ticket.
  • wp-ticket-ent.pot file is for the WP Ticket specific strings that need to be translated.

Follow the steps below to fully translate WP Ticket into the desired language:

  1. Copy wp-ticket-ent-emd-plugins.pot as language specific .po file such as wp-ticket-ent-emd-plugins-tr_TR.po.
  2. Copy wp-ticket-ent.pot as language specific .po file such as wp-ticket-ent-tr_TR.po.
  3. Use your favorite PO file editor and complete translation strings in the .po files you created.
  4. When translations are completed, create .mo file of each .po file.
  5. Create wp-content/languages/wp-ticket-ent directory
  6. Put translated .mo files and .po files in the directory above to protect them from getting deleted during plugin updates.
  7. Change the language to the translated language from Settings > General > Site Language.
  8. Repeat the process until you get all strings translated
  9. .
Last Updated: 2015-02-04

Screen Options

Screen Options is displayed as a hanging tab under the toolbar. Click on the Screen Options tab to expand the options available for a particular Screen, check (or uncheck) the desired options, then click the Screen Options hanging tab to collapse the Screen Options. Each screen may have a different set of Screen Options.

Edit page screen options allow the user to decide the edit boxes ,such as taxonomies, relationships or specific boxes such as authors, are presented in the edit area. You can turn on and off the ones that are not needed for a particular edit session.

List page screen options allow users to set the number of records displayed in the list table.

Creating Shortcodes

Shortcodes are small blocks of reusable code that can be inserted in a page to generate dynamic and often complex functionality. There is no limit in number of shortcodes that can be created and used. Multiple shortcodes can be used in the same page.

Examples

The following shortcode creates a Ticket List page with tickets of Priorities category.

[support_tickets filter="tax::ticket_priority::is::YOUR TAXONOMY VALUE;"]

The following shortcode creates a Ticket List page with tickets of Priorities category.

[support_tickets filter="attr::emd_ticket_id::is::YOUR ATTRIBUTE VALUE;"]

The following shortcode creates a Ticket List page with tickets of Priorities category where Ticket ID is emd_ticket_id .

[support_tickets filter="attr::emd_ticket_id::is::YOUR ATTRIBUTE VALUE;tax::ticket_priority::is::YOUR TAXONOMY VALUE;"]

The following shortcode creates a Ticket List page with the published tickets of Priorities category where Ticket ID is emd_ticket_id in descending order by comment count, displaying 15 tickets with no pagination.

[support_tickets filter="attr::emd_ticket_id::is::YOUR ATTRIBUTE VALUE;tax::ticket_priority::is::YOUR TAXONOMY VALUE;misc::post_status::is::publish;misc::order::is::DESC;misc::posts_per_page::is::15;misc::has_pages::is::false;misc::orderby::is::comment_count;"]

Note: Replace YOUR ATTRIBUTE VALUE with the value stored for that attribute and YOUR TAXONOMY VALUE with the slug of the corresponding taxonomy value.

Last Updated: 2016-05-09

Using Visual Shortcode Builder

WP Ticket Enterprise comes with Visual Shortcode Builder(VSB) module which allows creating advanced custom shortcodes without manually writing code. To use Visual Shortcode Builder:

  1. Create a new page
  2. Click on WPAS button right next to Add Media button
  3. Find and select the view or form you'd like to use a base from the drowdown list
  4. Modify the shortcode by adding filters from taxonomy, attribute, relationship or misc categories
    • Don't forget to click + icon every time you add a filter
    • You can create as many filters as you need in the same shortcode
  5. When you finished, click Insert Shortcode button. The shortcode will be inserted to the page
  6. Update or publish the page to see the shortcode result
  7. Repeat the same process for all your shortcodes
Last Updated: 2017-01-19

Customizations

WP Ticket offers extensive customization options from plugin settings, settings page. The following customizations can be done without changing your theme's template files:

  • Enable or disable all fields, taxonomies and relationships from backend and/or frontend
  • Set any entity and/or archive base slug
  • Set the page template of any entity, taxonomy and/or archive page to sidebar on left, sidebar on right or no sidebar (full width)
  • Hide the previous and next post links on the frontend for single posts
  • Hide the page navigation links on the frontend for archive posts
  • Display or hide any custom field
  • Display any side bar widget on plugin pages using EMD Widget Area
  • Set custom CSS rules for all plugin pages including plugin shortcodes

If your customization requirements are more complex and can not be resolved through the list of options provided above, you need to implement advanced customization techniques.

Advanced Customizations

Note:The following is a Developer level documentation. If you’re unfamiliar with code/templates/localization and resolving potential conflicts, we strongly suggest to hire us or a developer to complete the project for you. Please also note that our complimentary support team is unable to assist with customization per our Support Policy.

WP Ticket advanced customization can be done on 3 different areas;

  • Look & Feel - changing layout and overall presentation of content
  • Functionality - adding, deleting or modifying existing plugin functionality
  • Strings - changing the field names

Plugin customization can be implemented by using 4 different methods:

Customizing functionality

If you'd like to modify the functionality, you need to modify the plugin design (sold separately) using WP App Studio ProDev API access (sold separately and monthly development plans are available).

Customizing look & feel

If you like to customize how HTML elements are to be displayed on screen, you can add custom CSS rules with higher specificity to your theme's style.css file.

If you'd like to customize layouts of WP Ticket, Please follow the steps below:

  1. Create "emd_templates" directory under your theme's directory.
  2. Copy the layout files that you want to customize into "emd_templates" directory which you created in step 1 from PLUGIN-ROOT/layouts directory
  3. Modify the file based on your needs

The layout files you added in the "emd_templates" has always precedence over the plugin's layout files. If the customized files get deleted, the layouts which came with your plugin are displayed. We recommend that you create a child theme if you'd like to minimize the risk of accidental deleting of the "emd_templates" directory because of theme updates.

The following layout file types can be customized:

  • Single view page
  • Archive view page
  • Taxonomy view page
  • Search form result page
  • Standard list page
  • Integration page
  • Org chart record and tooltip layout page

Customizing strings

WP Ticket labels and messages can be customized to better match your needs through language files. The customization is very similar to localization but recommended for US English users only. If your language is different than US English, you should localize instead of customize. The customization can be done for the strings included in wp-ticket-ent-emd-plugins.pot and wp-ticket-ent.pot files.

The following steps cover the string customization of labels and messages.

  • wp-ticket-ent-emd-plugins.pot file is for the translatable strings of components used in WP Ticket.
  • wp-ticket-ent.pot file is for the WP Ticket specific strings that need to be translated.

Follow the steps below to fully customize WP Ticket labels and messages:

  1. Copy wp-ticket-ent-emd-plugins.pot as language specific .po file such as wp-ticket-ent-emd-plugins-en_US.po.
  2. Copy wp-ticket-ent.pot as language specific .po file such as wp-ticket-ent-en_US.po.
  3. Use your favorite PO file editor or plugin and complete customization of strings in the .po files you created.
  4. When customization are completed, create .mo file of each .po file.
  5. Create wp-content/languages/wp-ticket-ent directory.
  6. Put customized .mo files and .po files in the directory above to protect them from getting deleted during plugin updates.
  7. Repeat the process until you get all strings customized. If you do not need a string to be customizes, leave it as it is.

All customization can be done by yourself or emarketdesign.com. Open a support ticket, if you prefer us to do the customization for you.

Glossary

Below is the list of attribute and taxonomy definitions.

Last Updated: 2015-08-12

Agent

Agents are company employees who address the issues submitted to the customer\'s satisfaction. Managers are agents who supervise other agents. Managers have access to all tickets. Agents access to tickets which are assigned to them by managers. If your organization need all agents to access to all tickets, assign all your support team members to manager user role.

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;
  • agent
  • manager
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.
Last Updated: 2016-08-22

Ticket

A ticket represents a help request to support the resolution of an issue such as a task, defect or improvement. Customers can create one to many tickets. Tickets are uniquely identified by ticket id. Some tickets may be related to each other. This relationship could be one of parent, child, or duplicate. By relating your tickets, you can show your customers how his or her tickets are connected to each other hence enhance request resolution communication.

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 is filterable in the admin area. 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.
Sequence
Sets the priority sequence of a ticket. Sequence is filterable in the admin area. Sequence does not have a default value.
Note
The internal note left by a staff member Note does not have a default value.
Attachments
Attach related files to the ticket. Attachments does not have a default value.
Original estimate
Sets the original estimate of the total amount of time in hours it would take to complete a ticket. Original estimate does not have a default value.
Estimated Time Remaining
Sets the current estimate of the remaining amount of time in hours it would take to complete a ticket. Estimated Time Remaining is filterable in the admin area. Estimated Time Remaining does not have a default value.
Time Spent
Sets the amount of time spent on a ticket in hours. This is the total amount of time which has been logged against a ticket. Time Spent is filterable in the admin area. Time Spent does not have a default value.
Product Name
Please enter the product or service name associated with your ticket. Product Name does not have a default value.
License Key
Please enter the product or service license key associated with your ticket if you have one. License Key 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.
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'.

The following are the preset values and value descriptions for "Priority:"

CriticalA problem or issue impacting a significant group of customers or any mission critical issue affecting a single customer.
MajorNon critical but significant issue affecting a single user or an issue that is degrading the performance and reliability of supported services, however, the services are still operational. Support issues that could escalate to Critical if not addressed quickly.
NormalRoutine support requests that impact a single user or non-critical software or hardware error.
MinorWork that has been scheduled in advance with the customer, a minor service issue, or general inquiry.
UncategorizedNo priority assigned
Sla
An SLA (Service Level Agreement) is an agreement to meet targets for replying to the tickets by Staff members, for giving support to clients. Sla accepts multiple values like tags. Sla has a default value of: 'uncategorized'.

The following are the preset values and value descriptions for "Sla:"

72h72 hours response time
48h48 hours response time
24h24 hours response time
6h6 hours response time
1h1 hour response time
UncategorizedNo SLA assigned
Topic
Topics are the categories for tickets. Topic accepts multiple values like tags. Topic does not have a default value.

The following are the preset values for "Topic:"

Feature request, Task, Bug, Order, Presales

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.
Related Tickets
Allows to display and create connections with Tickets. One instance of Tickets can associated with many instances of Tickets, and vice versa. The relationship can be set up in the edit area of Tickets using Related Tickets relationship box. After a relationship is setup by pressing the plus icon, you may fill out relationship fields to complete connection creation.
To-do List
Allows to display and create connections with To-do Lists. One instance of Tickets can associated with many instances of To-do Lists, and vice versa. The relationship can be set up in the edit area of Tickets using To-do List or in the edit area of To-do Lists using Tickets relationship boxes.
Relation Type
Relation Type is an attribute of Related Tickets relationship and can be set after the connection created. Supported values are;
  • Parent
  • Child
  • Duplicate
Relation Type does not have a default value.
Last Updated: 2015-08-12

To-do List

To-do Lists are tasks to be completed related to tickets and visible to agents and managers only. You can create multiple to-do-lists for each ticket and each ticket can share one to many to-do-lists.

Title
Title is a required field. Title does not have a default value.
Content
Content does not have a default value.
ID
Unique identifier incremented by 1 for a to-do list item. Being a unique identifier, it uniquely distinguishes each instance of To-do List entity. ID does not have a default value.
Priority
Priority assigned to a to-do list item. Priority does not have a default value. Priority is displayed as a dropdown and has predefined values of: 1, 2, 3, 4, 5, 6, 7, 8, 9, 10.
Completed
Marks to-do as completed meaning no more work will be done. Completed is filterable in the admin area. Completed does not have a default value.
Tickets
Allows to display and create connections with Tickets. One instance of To-do Lists can associated with many instances of Tickets, and vice versa. The relationship can be set up in the edit area of Tickets using To-do List or in the edit area of To-do Lists using Tickets relationship boxes.