This section provide view of all support tickets one can see – depending the role you have. E.g. the Support Manager can see all tickets – from both front end and back end – and manage them both ways. But customers can only see tickets they created themselves.
Back-End Ticket List
Go to Dashboard >> Happy >> Tickets
For Support Manager, the back-end ticket list offers overview of all tickets and advanced management and administrative features, including:
- View All Tickets
- Filter and Search
- Ticket Details
- Ticket title linked to the ticket editing page
- Label: Which label a ticket is assigned to
- Problem: Indicate the ticket form used
- Assign: Assignee can be either Customer Support or Support Manager
- Ticket Status
- Customer: Name of the ticket starter
- Date Updated: Date of the latest reply or closure
- Date Created: When the ticket is created
Front-End Ticket List
Ticket List on front end can be access by the Support Page setup under Page Setting
Customers
For customers, the front-end ticket list displays all their submitted tickets in a user-friendly interface.
They can:
- Click “Create tickets” on the ticket list to open a new ticket
- Click the button
on the ticket page to reply the ticket - Click the red
button on the ticket page to close the ticket
Supporters
For admin, other than viewing the tickets on the list, they can take actions to manage or make it easier to manage them, like:
- Use the search and filter widget on the left, including:
- Search field: Enter the key word and search for tickets that contains that key word
- Filter “Problem”: This is to filter by ticket forms
- Filter “Label”: This is to filter by ticket labels
- Bulk change ticket status
- Create a new ticket
- Access HAPPY author page
1. On the ticket page, the supporter can:
- Click the button to reply the ticket
- Click the red to close the ticket
- Use the grey arrow
on the right to open the widget for:
- Ticket details overview
- Ticket actions: Update ticket label and ticket status
2. After replying, there is an edit button on the top right corner, for the admin to edit the reply.
