FME Extensions Help Desk & Support Management System User Guide - Version 1.0 http://www.fmeextensions.com support@fmeextensions.com
Intended Audience The content of this document is designed to facilitate the users -managers, supervisors and others of Help Desk & Support Management System Extension for Magento. A step by step instruction has been added to this document to help users to install the extension on Magento. This extension will only work on Magento. As a safe practice always backup your files and database before installing any extension on Magento. If you are looking for someone to install the extension we can do it for you as well. Just go to the following link and let support know the order id to expedite the installation process. Go to: http://www.fmeextensions.com/magento-extension-installation.html Once you have installed please see the User Guide to help you understand on how to use the extension to its full capacity. If you still have questions feel free to contact us on our website. If you have any custom requirements feel free to touch base with. Just email support@fmeextensions.com with the description of the requirements and they will get back to you with estimates. For further help or support, feel free to reach us @ http://support.fmeextensions.com. 2 User Guide www.fmeextensions.com
Table of contents I. Help Desk & Support Management System Extension Intended Audience II. Table of contents III. Getting Started! Overview IV. Extension Features Manage Tickets Create Departments Draft Multiple Email Templates Notification Emails Tickets Management Statistics Auto Replies V. User Guide VI. Disclaimer VII. Support VIII. Customization IX. Need a New Custom Extension? 3 User Guide www.fmeextensions.com
Getting Started! Overview Extension Features Magento Help Desk extension allows your customers to post tickets regarding your products through a comprehensive ticketing system. It allows you to create departments, use 5 types of templates with auto responding tools, change priorities and view ticket statistics from the back end. You can customize settings for frontend and enable alerts to remain notified each time a ticket is generated. Manage your support, sales and customers care department with FME Magento ticket sytem. Manage Tickets Create Departments You can view tickets posted by customers and change their settings Create Departments for specific tickets and assign auto replies to them Draft Multiple Email Templates You can draft up to 5 different types of email templates for auto-response Notification Emails You can create templates to send notification emails to customers and staff Tickets Management Statistics Ticket management statistics allows you to view the number of tickets sent to which department Auto Replies Create and Enable/Disable auto replies for specific actions 4 User Guide www.fmeextensions.com
User Guide After installation of module, make sure the setup is upgraded and static-contents are deployed. Login to admin panel and flush you Magento cache storage. I. How to Submit/Reply to Tickets: Step 1 Go to Help Desk at the Froentend: At the frontend you will find the help desk. Fill the required information; for the purpose of this demo we have added the following information. Step 2 Go to Manage Tickets at the Backend: At the backend, go to Manage Tickets from the FME Extensions tab. Here you will find the submitted query. Click on it to continue. 5 User Guide www.fmeextensions.com
Step 3 Ticket Information: Here you can edit the ticket information as par your requirement. For the purpose of this demo you we have added the following. Step 3 Frontend: Now at the frontend your query will appear as the following. You can reply to it or edit it from the backend. 6 User Guide www.fmeextensions.com
II. How to Manage/Edit Ticket Priorities: Step 1 Go to Manage Tickets Priorities at the Backend: At the backend, go to Manage Tickets Priorities from the FME Extensions tab. Here you will find the following. Click on Add Ticket Priority to continue. Step 2 Fill the Rule Information: Here you will have to fill your priority information. For the purpose of this demo we have added the following information. 7 User Guide www.fmeextensions.com
III. How to Manage/Edit Ticket Email Templates: Step 1 Go to Manage Email Templates at the Backend: At the backend, go to Manage Email Templates from the FME Extensions tab. Here you will find the following. Click on Add Email Template to continue. Step 2 Fill the Template Information: Here you will have to fill your template information. For the purpose of this demo we have added the following information. 8 User Guide www.fmeextensions.com
IV. How to Manage/Edit Ticket Premade Replies: Step 1 Go to Manage Premade Replies at the Backend: At the backend, go to Manage Premade Replies from the FME Extensions tab. Here you will find the following. Click on Add Email Template to continue. Step 2 Fill the Reply Information: Here you will have to fill your reply information. For the purpose of this demo we have added the following information. V. How to Manage/Edit Ticket Premade Replies: Go to Department s Stats at the Backend: At the backend, go to Department s Stats from the FME Extensions tab. Here you will find the following. 9 User Guide www.fmeextensions.com
VI. How to Configure the Extension: At the backend, go to Configurations, you can go there from FME Extensions tab. Here you will have access to the following configurations: General Settings: Enable / Disable the Extension Show Priorities on frontend Show Departments on frontend 10 User Guide www.fmeextensions.com
Default Department: If customers won't be able to see departments list while submitting a ticket then this will be assigned Default Ticket Priority: If customers won't be able to see priorities list while submitting a ticket then this will be assigned Default Ticket Status Default Email Template Allow file uploads Max File Size (Mb) Accepted File Types: Enter file extensions allowed separated by a comma. e.g doc, pdf Leave blank for all types. Allow Customers to post message Alerts and Notices: New Ticket Alert New Message Alert Email Copy To: Enter email addresses separated by a comma. e.g abc@test.com, xyz@test.com Default Alert Email: Used to send out alerts and notices to staff Default Alert Name: Used to send out alerts and notices to staff 11 User Guide www.fmeextensions.com
Autoresponders: New Ticket New Message Close Ticket Notice: Ticket closed notice sent to the user Disclaimer It is highly recommended to backup your server files and database before installing this module. No responsibility will be taken for any adverse effects occurring during installation. It is recommended you install on a test server initially to carry out your own testing. Support You can also find Step by Step guide on this extension by visiting Help Desk & Support Management System product page on our website. If you need more information or have any questions or problems, please refer to our support helpdesk: http://support.fmeextensions.com You can log a ticket and a support technician can assist you further. If you are still struggling with your extension, submit a request via support@fmeextensions.com 12 User Guide www.fmeextensions.com
Customization If you have requirements that are not covered by our extension and you need to have our extension customized, feel free to email us with detailed requirements at support@fmeextensions.com You can also fill out a Request for Quote form here and we can get back to you with a quote: http://www.fmeextensions.com/quickrfq Need a New Custom Extension? We can build a new extension based on your custom requirements if needed. Feel free to email us at info@fmeextensions.com 13 User Guide www.fmeextensions.com