ParsPortal

Ticket Module

Transfer tickets between helpdesks

Ticket is the organized system which organizes all requests that has been sent by Email or through ticket and collects and saves them on a database and shares between respective administrators to be responded by the admin which has the most awareness about that request.
Since there are different administrators of support site who are responding, so when admin is not able to response to a ticket, the other administrators are able to view and answer to that ticket, because every members of a group can be placed on working process of that ticket.

Assign tickets lower and higher priorities

Also administrators can forward received tickets to each other or advise to each other through private message and finally send answer to the user.
There is possibility of sending tickets by guest users, site members and even sending internal ticket (between administrators of the site) using ticket module.

Transfer tickets between agents, groups or departments

In addition of receive ticket, response, forward or transfer to other person, there is possibility to lock or close the ticket One of the most important benefits of this system is that it works as an Email sender or receiver (SMTP/POP3) and experts will not need to use POP3 programs (like Outlook) any more.

Facilities

Creation and management of created tickets
Management of received tickets
Creation of ticket groups:
With creation of a group we decide who can send email and from, for what email and from which mail server tickets can be sent and from which mail server and Email, tickets can be sent. In fact specifications of POP3 and SMTP are specified in this unit. This information is available through the firm which Mail Server is made.
Management of created tickets groups
Determine uses of tickets:
In this unit the people who can access to this group of ticket will be specified.
Determination of POP3 specifications:
In this section properties of mail server and the email address which we want to save received emails through it in the form of tickets will be specified.
Determination of mail server
Determination of port
Determination of username
Determination of password
Determination of need to SSL:
This option will be selected If SSL is required by mail server. It will be determined by provider firm of mail server.
Activation or deactivation of POP3 import:
There is possibility of importing the email which has been sent to private email of administrator if POP3 import be active.
Determination of SMTP properties:
In this section properties of email and mail server that we want to view sent emails from that in ticket section are specified.
Determination of Email
Determination of Alias name
Determination of mail server
Determination of port
Determination of need to SSL
Determination of need to Authentication:
Whether authentication of email is required or not will be specified in this section. If it is required the its necessary to specify username and password.
Determine the number of visible groups in the Page of Ticket Group :
List of created groups of ticket consists of paging feature in groups of ticket page. We are able to specify how many groups can be displayed on each page with this item.
Sorting groups of created ticket based on name of group
Sorting groups of created ticket based on usage
Edit of all entered data for each group of ticket
Remove of groups of created ticket
View of tickets of each person individually:
Each one of members or experts can view their own tickets (received or sent) their own tickets.
Creation of new ticket
Send ticket to an email address
Send ticket to one of groups and defined experts on system
Use of CC and BCC for sending email
Setting priority for Tickets (up, normal, down)
Controlling search domain and reporting on my tickets through filter
Using filter, based on date of creation, status (active, waiting, closed, all) priority (up, normal, all) and group of ticket
Search based on Email (main and spare), ticket number, subject and text
Determination of number of visible tickets on my Ticket page:
List of created tickets on my ticket is able to paging. We are able to specify how many tickets can be displayed on each page with this item.
Sorting tickets based on number:
This number is given to the ticket by system automatically.
Sorting tickets based on subject
Sorting tickets based on email
Sorting ticket based on status
Sorting tickets based on time of creation
Sorting tickets based on group
Sorting tickets based on message:
Total number of exchanged messages between user and administrator in each ticket is displayed in this column.
Sorting tickets based on idle:
Waiting time of each ticket is displayed in this column
Ability to change status of ticket
Ability to change priority of ticket
Ability to control range of search and reporting on tickets on page of ticket management centre by filter
Using filter based on time of creation
Using filter based on status
Using filter based on group
Using filter based on priority
Using filter based on administrator
Using filter based on type
Using filter based on all of removed tickets:
In this section, type of ticket (sent, received, internal, imported, POP or all) is specified as criteria for searching on tickets.
Ability to update list of tickets
Search through email (main and spare) , ticket number, subject, ticket text
Setting number of visible tickets on page of ticket management centre:
There is ability of paging for page of ticket management centre for list of created tickets. We are able to specify how many tickets can be displayed on each page with this item.
Sorting tickets based on subject on page of ticket management centre
Sorting tickets based on email on page of ticket management centre
Sorting tickets based on status on page of ticket management centre
Sorting tickets based on type on page of ticket management centre
Sorting tickets based on group on page of ticket management centre
Sorting tickets based on administrator on page of ticket management centre
Sorting tickets based on message on page of ticket management centre
Sorting tickets based on idle on page of ticket management centre
Ability to view history of transferred messages:
All of transferred messages between user and admin is registered and are able to be viewed
Ability to change status of ticket on ticket management centre page
Ability to change priority of ticket on ticket management centre
Ability to transfer a ticket to group and other admin
Ability to delete a ticket
Ability to cancelation of removal ticket
Ability to send private message through experts