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SupportPal Documentation¶

New Ticket¶

Users can create tickets for their concerns/queries through createIT support website, comments/posts on themeforest or CodeCanyon website, or Emails.

Support Website¶

To create a ticket through the support website, users must go to createIT support website and make the ticket there.

Users select the department which their concerns/queries are relevant, so that it can be sorted to the right department.

For new users, they have the option to create a personal account or provide some details to which the reply for the tickets are sent.

For users that have their own accounts, they can login to their account to make the tickets.

Users fill-out the details that are needed, Add the subject and message of their query, and attach any attachment if needed.

If the user added a Purchase Code, information about the user can be generated using the said code.

Once the ticket is successfully made, the user will be sent to the page where the user can see the ticket details and the user can also edit some of the information in the ticket.

An Email is also sent to the user once the ticket is successful. The Email is used for the WP account.

To monitor the status of the ticket, users can track the ticket with their Email or through createIT support website.

Comments / Posts¶

To create a ticket through commenting/posting on the themeforest or CodeCanyon website, users search for the product that they have a concern/query about and click on that.

Users are directed to the page for the product. On the page, click on the Comments button.

Users are directed to the Discussion for the said product. There, users can write their comments or replies.

Note : Users must login to their account to be able to write and interact with a comment

Email¶

Emailed tickets are created when the user sends an Email to the Default SLA Email. In replying to an Email, the Ticket Number must be written as the subject of the Email.

Ticket Flow¶

Tickets that the users make, through createIT support website, comments/posts on themeforest or CodeCanyon website, or Emails, are collated for easy response and monitoring. In managing these, tickets are filtered, sorted and tagged.

Status¶

The filter Status of a ticket determines the condition of a ticket, if it’s Open, Awaiting Reply, In-Progress, or Closed

Open - A ticket’s status is Open when it has not been opened by any support.
Awaiting Reply - A ticket’s status is Awaiting Reply when a support has replied to a ticket and the user has not yet replied.
In-Progress - A ticket’s status is In-Progress when the user replied to an answer from his previous query.
Closed - A ticket’s status is Closed when the ticket has been resolved or if the ticket has been inactive and the system closed it automatically.

Department¶

This is use to filter the tickets by department.

Comments - These are Comments that users post on the website. Comments are prioritized first since it’s real time.

Updates - Updates are internally used for the company. This are updates from 3rd party applications that are integrated.
Internal - The Support account that replies/posts on the website is made-up by a team of people. This is where all replies/posts are saved to keep track on who relied/posted in a comment.
Account - Where emails about administrative and financial matters are kept. This ticket’s functions are for information and doesn’t need anything to be done to it.
Messages - This is where Emailed queries are saved.

Note : In replying to an Email, the Ticket Number must be written as the subject of the Email.

WordPress
HTML/Javascripts

Priorities¶

The filter Priorities of a ticket determine which tickets must be prioritised by how long it must be resolved. Tickets have 3 types of Priorities, the Low, Medium, and High.

Low
Medium
High

Tags¶

The filter Tags of a ticket helps to identify where the ticket is connected/grouped. A ticket may have more than 1 tag.

Macros¶

Automatic Macros are set to save time by automating common, repetitive tasks.

These Macros are set so that even without manually checking on the tickets, notifications and replies are sent automatically. This will make the users think that their queries are being observed.

Inside these Macros, you can edit/set the information in which a specific Macros acts. The conditions under Macro Conditions must be met before the action of the Macro executes.

Email Templates¶

Email Templates are used the same as a Macros, it automatically send a preset Email to the users.

It can be edited/created beforehand by setting all the needed information that the users might need.

An Email Template could be set to a Department to be sent to users. This template will become the default Email Template for this Department. This can be defined in General > Email Templates.

Canned Responses¶

Canned Responses are predetermined responses to common questions. Rather than typing the same answers repeatedly, Canned Responses are used for efficiency and accuracy.

It can be set beforehand by adding a Responses and Options for the Canned Response.

Operator Leave¶

Under the Macros, Operator Leave is created so that if ever a support is not around, the tickets assigned to the said support won’t be left unattended. With this Macros it will assign a support to a ticket that would meet its conditions.

Ticket Replies¶

Once a ticket is successfully made by a user, an Email is sent to notify the user of the ticket. The Email would have the Ticket Number and the Ticket Subject as the subject of the Email.

New Ticket Email¶

A new ticket will get an automatic notification to the user’s Email. Within the Email, the Ticket Details are shown with a message to assure the user that the ticket was received by the support team.

When a support replies to the ticket, a notification is sent in the Email for the reply. Users will also get a link to were the ticket is made.

Inactive Ticket Email¶

Inactive Tickets are tickets that have not been updated or its status has not changed from Awaiting Reply for 7 days. On the 7th day, an Email is sent to the user to notify the inactivity off the ticket. Information to make the ticket active again is also in the Email.

Ticket Closed Due to Inactivity Email¶

If the user doesn’t make the ticket active, on the 8th day of inactivity, the ticket is automatically closed and an Email will be sent to the user notifying that the ticket is Closed Due to Inactivity.

Resolved Ticket¶

Resolved Tickets are tickets that have the status Closed since the concern/issue is already resolved.

For Resolved Tickets, there are 2 ways for its status to change:

Users¶

The User can decide if the concern/issue is already resolved and change the status of the ticket to Closed. To do this, the user should go to the Ticket Details page in createIT support website and click on the Mark as Resolved button.