WP Ticket

For effective and efficient service request management with request analytics and WPAS extension support

Documentation

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

Introduction

Allows 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: 2014-12-14

Staffs

Staff are employees from the company that addresses the issue to the customer\'s satisfaction.

Last Updated: 2014-12-14

Tickets

A ticket represents a help request to support the resolution of an issue such as a task, defect or improvement.

Last Updated: 2015-02-26

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 Staffs

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

Last Updated: 2016-05-13

Creating Staffs

To create staff records in the admin area:

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

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

Staffs include user connection field. User connection field maps staffs 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:

  • Staff
  • Manager

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

Last Updated: 2016-05-13

Uploading Staff Photo

Staff Photo image file can be linked to Staffs using the admin backend when creating a new staff. You can upload at most 1 file.

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

Last Updated: 2015-06-03

Modifying Staffs

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

Last Updated: 2015-06-03

Searching Staffs

In WP Ticket, users are only allowed to search staffs they have access to. Users who have access to staffs can search using the filter system in the staff 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 Staffs

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

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

Password Protected Staffs

To create a password protected staff in the admin area:

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

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

When staff content is password protected, staff title displays the text "Protected: " before the staff 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 staffs 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 staffs with two different password, you must re-enter the staff 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 Staffs

Staffs can be privately published to remove them from staff lists and feeds.

To create a private staff in the admin area:

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

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

Who can publish and see private staffs?

Only users with "publish staffs", "edit private staffs", "read private staffs", and "delete private staffs" authorization permission levels can create and see private staffs. Users who have the same access level with the author but have a relationship-limited access of a private staff 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 staffs.

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

Last Updated: 2014-12-28

Previewing Staffs

To preview staff 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: 2014-12-14

Draft Staffs

To create a draft staff in the admin area:

  1. Log in to your Administration Panel.
  2. Click the 'Staffs' tab.
  3. Click the 'Add New' sub-tab or the “Add New” button in the staff list page.
  4. Start filling in your staff fields. You must fill all required fields. All required fields have red star after their labels.
  5. As needed, set staff 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 staff status stays at "Draft".
Last Updated: 2015-07-28

Staff Author

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

Last Updated: 2016-05-13

Creating Custom Fields

WP Ticket Professional 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 staffs.

To create a custom fields for your staffs

  1. Edit any staff 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 staff. 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 staff custom fields, they are displayed in the frontend.

Last Updated: 2015-01-20

Displaying Staffs

Displaying Staff 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 Staff, you can select the link from Staff metabox and add it to your menu. If you don't see Staff metabox, check the Screen Options to ensure it is set to display.

To create a custom link for Staff 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 /staff to the URL field
  4. Type in Staffs 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 Staffs. Staff archive page content is only displayed to the authorized users who have access permissions.
Last Updated: 2015-03-20

Locking Staffs

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

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

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

Working with Tickets

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

Last Updated: 2015-07-28

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: 2014-12-14

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: 2014-12-28

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: 2014-12-14

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: 2015-07-28

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: 2015-03-20

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: 2014-12-14

Linking Assignee

You can create connections between Staffs 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: 2016-05-13

Creating Custom Fields

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

Last Updated: 2015-03-20

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: 2015-03-20

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: 2015-03-20

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: 2014-12-14

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: 2015-01-20

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: 2015-01-20

Email Piping Tickets

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

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

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

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

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

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

Last Updated: 2015-03-20

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 sold separately and must be activated to be used.

Last Updated: 2015-02-26

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: 2016-05-13

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
  • 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

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: 2015-03-20

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: 2015-01-02

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: 2014-12-14

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: 2016-05-13

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

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: 2015-03-20

Ticket Overview

"Ticket Overview" is a combo report. It is available in WP Ticket dashboard with a title of "Ticket Overview". 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.

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: 2015-08-25

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". 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: 2015-08-25

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". 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: 2015-08-25

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". 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: 2015-08-25

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". 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: 2016-05-13

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". 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: 2016-05-13

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". 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: 2016-05-13

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". 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: 2015-08-25

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". 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: 2015-08-25

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". 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: 2015-08-25

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". 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.

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: 2014-12-14

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: 2016-05-13

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:

  • 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)
  • Ticket ID (hidden_func)
  • First Name (text)
  • Last Name (text)
  • Phone (text)
  • Email (text)
  • Due (datetime)
Last Updated: 2016-05-13

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:

  • Priorities (select-only single selection allowed)
  • Slas (select-only single selection allowed)
  • Topics (select-only single selection allowed)
  • Ticket Tags (select-multiple selection allowed)
  • Ticket ID (hidden_func)
  • First Name (text)
  • Last Name (text)
  • Phone (text)
  • Email (text)
  • Due (datetime)
  • Note (wysiwyg)
  • Attachments (file)
  • Subject (text)
  • Message (wysiwyg)
  • Form Name (hidden)
  • Form Submitted By (hidden_func)
  • Form Submitted IP (hidden_func)
Last Updated: 2016-05-13

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.

CAPABILITYAdministratorEditorAuthorContributorSubscriberStaffManagerShop ManagerCustomer
Edit Staffs
Delete Staffs
Edit Others Staffs
Publish Staffs
Read Private Staffs
Delete Private Staffs
Delete Published Staffs
Delete Others Staffs
Edit Private Staffs
Edit Published Staffs
Manage Operations Staffs
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
CAPABILITYAdministratorEditorAuthorContributorSubscriberStaffManagerShop ManagerCustomer
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
CAPABILITYAdministratorEditorAuthorContributorSubscriberStaffManagerShop ManagerCustomer
Limit by Tickets Assigned To
CAPABILITYAdministratorEditorAuthorContributorSubscriberStaffManagerShop ManagerCustomer
View Recent Tickets
CAPABILITYAdministratorEditorAuthorContributorSubscriberStaffManagerShop ManagerCustomer
View Search Tickets Adv
CAPABILITYAdministratorEditorAuthorContributorSubscriberStaffManagerShop ManagerCustomer
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: 2014-12-14

New Ticket

When any Ticket record:

  • added from frontend
  • added from backend

The following get notified:

  • Ticket Email

Last Updated: 2015-03-20

New Ticket Assigned

When any Assignee of Tickets to:

  • added

The following get notified:

  • Assignee

Last Updated: 2015-03-20

New Ticket Comment

When any Response:

  • added
  • changed

The following get notified:

  • Comment Author Email
  • Ticket Email
  • Assignee

Last Updated: 2014-12-14

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: 2015-03-20

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.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.

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: 2015-03-20

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: 2016-06-01

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.

Last Updated: 2015-03-20

Import/Export/Reset Content

Administrators can import or export content to/from WP Ticket entities using CSV files by clicking on Operations button in entity list pages.

Operations page is divided into Import, Export, and Reset tabs. Import tab is used to visually import existing records into an entity. Export tab is used to export the content of an entity as a CSV file. Reset tab deletes the content of an entity. In reset tab, you can also choose to delete all entity content, relationships, or taxonomies.

Pick the operation you'd like to do and follow the instructions on the screen.

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 Pro 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: 2016-05-13

Localization(l10n)

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

  • wp-ticket-pro-emd-plugins.pot file is for the components used in WP Ticket.
  • wp-ticket-pro.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-pro-emd-plugins.pot as language specific .po file such as wp-ticket-pro-emd-plugins-tr_TR.po.
  2. Copy wp-ticket-pro.pot as language specific .po file such as wp-ticket-pro-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-pro directory
  6. Put translated .mo files and .po files in the directory 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: 2014-12-14

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 at a time.

[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::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: 2016-05-13

Using Visual Shortcode Builder

WP Ticket Professional 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

Glossary

Below is the list of attribute and taxonomy definitions.

Last Updated: 2014-12-14

Staff

Staff are employees from the company that addresses the issue to the customer\'s satisfaction.

Photo
Photo of the staff member. Photo does not have a default value.
First Name
First name of the staff member. First Name is a required field. Being a unique identifier, it uniquely distinguishes each instance of Staff 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 Staff entity. Last Name is filterable in the admin area. Last Name does not have a default value.
Staff user
System user assigned to the staff member. Staff user is a required field. Being a unique identifier, it uniquely distinguishes each instance of Staff entity. Staff user does not have a default value. Only users who have the following access roles are listed as allowable value;
  • staff
  • 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 Staffs 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: 2016-05-13

Ticket

A ticket represents a help request to support the resolution of an issue such as a task, defect or improvement.

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.
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.
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.
Due
The due date of the ticket Due is filterable in the admin area. Due 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.
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 Staffs. One instance of Tickets can associated with only one instance of Staffs. The relationship can be set up in the edit area of Tickets using Assignee relationship box.