I have created an ticket support system for opencart 1.5.1.x systems, with it your customer can send in a ticket for an order the support worker then answers it from the back end and the user gets emailed about the new answer.
Thanks i have enough testers.
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For the moment the system works with basic send/reply and assign to user and change status and customer gets emails for status updates about the ticket (in short).
What u are saying is a good idea to have a category filled with default answers which can be selected and send to the customers as a reply (i think this is what u mean), and can be implemented easy into the system. But before u can go automatically u have to harvest the answers from your customers find out what is common problems and solutions my idea is to tag and put them in category's and from there build an auto email reply database, faq, q&a, etc....
But before making it mega feature rich my idea is to make its core stable first, and after that implement new features.
And yes i will charge for the system it will cost 20 euro, this is for hosting,support,bug-fixes,implementing new features, etc.
will this be a hosted solution?boriscm wrote: And yes i will charge for the system it will cost 20 euro, this is for hosting,support,bug-fixes,implementing new features, etc.
what about an integrated module that does not require separate hosting?
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Sorry to post bugs on this thread, don't know where else.
Could you short explain how deep you want to have it integrated?scanreg wrote:Seems like that is more of a bug system, but really need a customer helpdesk integrated
Because maybe I have a solution.
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If staff sends out an order update, this gets a tracking number that relates it to that order and is part of the order history that the customer and staff can view.
If an email arrives with that tracking number, then it is automatically added to that order history and can be viewed in context.
If an email arrives about an order but does not have that tracking number, there should be a way to associate that email to the designated order number, and now that new email is part of that order's history.
The idea is that instead of having separate helpdesk and shopping cart communications, rather put them together, especially related to order numbers.
If an email arrives that is not related to any order number, it would be replied to just like a regular helpdesk ticket. However, if that same email/help-ticket later is related to an order number, then staff should still be able to tie this to that order number and have it become part of that order number's history.
All incoming emails whether related to an order or not should be displayed in a table, thus allowing general review of all of the pending emails so that staff can decide which to act on.
I believe that CS-cart has one, a third-party one, that can tie email to order numbers and do lots of other stuff:
Would be exceedingly cool
One very helpful feature would be that if an incoming email were from an existing customer that has orders, then perhaps an auto reply could go out asking if the customer is inquiring about the status of their order, meaning there would be a few default auto-replies related to recent orders that could perhaps automatically answer some of the usual questions about specific orders (sorry this is so wordy)
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