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Using the ticket system

The ticket system in plentymarkets provides numerous functions for creating, searching and editing your tickets. Furthermore, project management functions are also included. On this page of the manual, you find information about the settings that you need to carry out in the user account first as well as the ticket system settings in the System » CRM » Ticket system menu. Depending on which plentymarkets tariff you choose, you may have to book the ticket system before you can use it in the CRM » Ticket system menu.

1. Booking the ticket system

Depending on which plentymarkets tariff you use, you may have to book the ticket system before you are able to use it. You find an overview on the plentymarkets tariffs on this page.

2. Carrying out settings in the user account

In order to efficiently use the ticket system, you should save your signature and a complimentary close. Furthermore, you have to activate the Ticket option in the user account. By doing so, these users can be selected as owners in the ticket system. Moreover, users of the Variable user class must be assigned a right to be able to work with the ticket system. The settings for users who should use the ticket system are important for correctly configuring your ticket system. These settings are described in the following sub-chapters.

2.1. Adding the signature and complimentary close

Save data for every user account who is owner of the ticket system in the Signature and Complimentary close tabs. The complimentary close and signature are added to the end of emails (in that order). The complimentary close is also automatically added to the end of the text in messages and comments in the ticket system. For further information, refer to the Customising the user account page of the manual.

Note the priority of the signature

The signature that was saved for a user in his or her user account takes priority over the signature that is saved under System » Client » Select client » Email » Signature.
If you inserted the template variable $SignatureHTML in the email template, the signature that is saved in the user account is used. If no signature is saved in the user account, the signature that is saved in the System » Client » Select client » Email » Signature menu is used.
If you inserted the template variable $SignatureText in the email template, the signature that is saved in the System » Client » Select client » Email » Signature menu is always used.

2.2. Activating owners

Go to System » Settings » User » Account » Open user » Tab: Owner to activate owners. Activate the Ticket option for each user who should be available as an owner in the ticket system. For further information, refer to the Managing user accounts page of the manual.

2.3. Assigning rights

You need to assign a right to users of the Variable user class. By doing so, they are able to use the ticket system. Go to System » Settings » User » Account » Open user » Tab: Right » Tab: Menu to enable him or her to use the ticket system. Activate the Ticket system option in the Customers area. For further information, refer to the Managing user accounts page of the manual.

3. Carrying out the basic settings

Before you can use the ticket system, you have to activate the email retrieval in the System » CRM » Ticket system » Email accounts menu. This automatically converts your emails into tickets. Furthermore, you have to create roles, types, statuses, status groups and topics. To do so, go to System » CRM » Ticket system » Settings. These settings are described in the following sub-chapters.

3.1. Setting up the email account

You need to be able to retrieve emails before tickets can automatically be created from emails. Go to System » CRM » Ticket system » Email accounts and enter the email addresses from which emails should be retrieved. plentymarkets regularly retrieves new emails from your account and converts them into tickets. The original emails can either be deleted automatically or moved to a different email folder.

You can save up to twenty email accounts that you want to use for transferring your customers' emails directly into the ticket system. plentymarkets recommends that you create individual email addresses that you use specifically for tickets. Give these addresses a name that is easily recognisable.

Setting up the email account:

  1. Go to System » CRM » Ticket system » Email accounts.

  2. Click on New configuration.

  3. Expand the Email area.

  4. Carry out the settings. Pay attention to the information given in Table 1.
    → The settings in the areas Account, Retrieval and Shipping are mandatory settings.

  5. Save the settings.

Observe test mode

After you have carried out all tests, you have deactivate the test mode in the System » Client » Select client » Email » Access data menu. If you do not deactivate the test mode, tickets are only sent to the email address that is saved in the System » CRM » Ticket system » Email accounts menu.

Table 1. Settings in the System » CRM » Ticket system » Email accounts menu
Setting Explanation

Test retrieving emails

Tests the email retrieval function. You receive a message that lets you know if the test was successful. Afterwards, you receive an email with the date and time of the test.

Test sending of emails

Tests the email retrieval function. You receive a message that lets you know if the test was successful.
Important: Unsuccessful tests are usually caused by incorrect login details or an incorrect password. Check these parameters if an error has occurred.

Account

Email

Enter the email address that should be used for the ticket system. This is a mandatory field.

Retrieval (Note: All settings in this area are mandatory.)

Active

If you want the account and thus the retrieval to be active, activate the option.
If you do not want the account to be active, deactivate the option and save the settings. The account is still available and can be activated again at any time.

User

Enter the user name that matches the email address.

Password

Enter the password that matches the user name and email address.

Process

Select a process. Recommended process: IMAP:
IMAP = emails are managed on the provider’s server and are available on several different devices such as computer, tablet or smartphone. Emails are synchronised; this means that all devices receive the same emails at the same time.
POP = email connection protocol that manages the retrieval of emails from a server. A permanent connection to the server is not necessary. Errors can occur, especially if you work with several different devices. When using the POP process, all messages are completely downloaded from the server or saved as a copy on the device. The messages can be read, answered or deleted locally. Changes are not saved neither on the devices used nor on the server. Synchronisation does not take place.

Port

Default value: 25. This value is correct for nearly all providers. Otherwise, ask your provider about the correct port. Pay attention to the information about Coding.

Encryption

Select SSL, TLS (default setting) or No encryption.
Important: For plentymarkets email accounts with the type IMAP, select the setting TLS with port 143 or the setting No coding with port 143.
TLS coding = If you are hosting on your own domain (e.g. mail.domain.tld), you may not select TLS as coding for port 143. You need to select No coding. If you are hosting with plentymarkets (e.g. mail.plentymarkets.com), you can select TLS for port 143.

Host

Enter the URL of the host computer which the email account is managed on.

Type / status of the new ticket

Select the type and status for new tickets from the drop-down lists. The email is sent automatically when a new ticket is created with these parameters.

Shipping Note: All settings in this area are mandatory.)

Name of sender

Enter your name or the name of your company/online store as you would like it to be displayed to the recipient.

Reply to

Enter the email address that the answer should be sent to.

User

Enter the user name that matches the email address.

Password

Enter the password that matches the user name and email address.

Port

Default value: 25. This value is correct for nearly all providers. Otherwise, ask your provider about the correct port.

Encryption

Select SSL, TLS or No coding.

Host

Enter the URL of the host computer which the email account is managed on.

Procedures

Procedure

The procedure Move is used to sort the emails into a specific folder after the ticket was created. This allows you to archive the emails.
Select Delete if you do not want to save the emails. The emails are deleted after they were received and assigned to the ticket.

Move to

This option is only visible if the procedure Move was selected. Select which folder the emails should be moved to.
Important: You are required to select a folder. If you do not select a folder, the emails are not moved.

3.2. Adding a role

A role provides information about the members of your staff involved in handling a ticket. These roles can be individually assigned for each ticket. For example, if an employee provides assistance to customers in a ticket, it would make sense to assign this employee to the previously created role Support. The active user is automatically assigned as owner of a new ticket. The active user is automatically assigned as owner of a new ticket.

Go to System » CRM » Ticket system » Settings » Tab: Roles and enter a name in different languages for each role. You can save names for the default language (the language that you are currently logged into your plentymarkets system with) as well as for other languages. These language versions are used when accessing the system in a different language. In other words, if you log into your plentymarkets system in German, you see the names that were saved under de in the default language column. Use the position number to specify which order the roles should be displayed in.

If you make someone owner of a ticket, you also need to specify the role that he or she plays in processing the ticket. In this menu, create as many different roles as desired.

Example for using the ticket system as a project management tool

Add the roles Project leader and Employee, for example. Add the roles Project leader and Employee, for example. It is possible to set up an event procedure which causes the project leader to receive an email notification when the ticket’s status changes or a comment was made.

Adding a role:

  1. Go to System » CRM » Ticket system » Settings » Tab: Roles.

  2. Click on Add.
    → An empty line is displayed.

  3. Enter a name and position number.

  4. Save the settings.

Edit a role by clicking on the previously saved text. Click on Delete to delete the line. You are asked to confirm your decision.

3.3. Adding a type

You can create as many different types of tickets as you want, e.g. customer inquiries or complaints. Carry out the settings for the default language, additional languages and the position number. The procedure for doing so is the same as for the roles.

Adding a type:

  1. Go to System » CRM » Ticket system » Settings » Tab: Types & Status.

  2. Click on New type.
    → The New type window opens.

  3. Enter the name.

  4. Save the settings.
    → The type is added and opened.

  5. Enter the position.

  6. Save the settings.

Edit a type by clicking on the previously saved text. Click on Delete to delete the line. You are asked to confirm your decision.

3.4. Adding a status

You can specify individual statuses for each ticket type. You can reuse the same statuses for each type of ticket or you can create individual statues for each type.

Setting the visibility

The following rule applies to the visibilities that you set for ticket statuses in the System » Settings » User » Accounts and the System » Settings » User » Roles menus: Any limitation of visibility is dominant. If a user is assigned several roles, the areas that are set to Visible in the Visibility tab must also be set to Visible in all other roles of this user. If one area is set to Invisible in one role, this setting is also applied to all other roles of this user.

Adding a status:

  1. Go to System » CRM » Ticket system » Settings » Tab: Types & Status.

  2. Open the type that you have just added.

  3. Click on Add a new status to add a status to the type.

  4. Enter the name.

  5. Enter the amount of progress that this status represents. Save the progress as a percentage between 0% and 100%.
    → A progress bar is displayed in the ticket overview once the status has been reached.

  6. Select a group from the drop-down list.

  7. Save the settings.

Edit a status by clicking on the previously saved text. Click on Delete to delete the line. You are asked to confirm your decision.

3.5. Creating a status group

Go to System » CRM » Ticket system » Settings » Tab: Status groups to create different status groups. Status groups help you keep track of your tickets within the ticket system. For example, if you created 10 statuses to help you follow a task from start to finish and these statuses are only relevant to one department within your company, you may find it helpful to combine these statuses into one status group.

Assigning the statuses

Every status can only be added to one group.

Creating a status group:

  1. Go to System » CRM » Ticket system » Settings » Tab: Status groups.

  2. Click on Add new status group.
    → The window New status group opens.

  3. Enter the name.

  4. Enter the position.

  5. Click on Add.
    → The status group is added and opened.

  6. Select a colour for the status group.

  7. Activate the statuses that should be included in the group.

  8. Save the settings.

Adding the language of the status group

The status group is created for the default system language. Select a different language in the editing window if you want to enter translations for the name. The selected statuses apply to every language.

If you activated the option Status group via Customising the layout in the CRM » Ticket system » Tab: Tickets menu, you can see in the ticket overview the status of the ticket directly after having created the ticket. The status group is also displayed in the ticket next to Show / Hide tags.

3.6. Adding a topic

In the System » CRM » Ticket system » Settings » Tab: Topics menu, you can create topics that are later used as headings for new messages and comments. This makes working with tickets easier and more understandable. Assign topics for your communication, e.g. item details, service or exchange. You can scan the topics of longer communication threads at a glance. How you assign topics is described in the Assigning a topic chapter.

Adding a topic:

  1. Go to System » CRM » Ticket system » Settings » Tab: Topics.

  2. Click on Add.

  3. Enter a name for the default language and the selected language.

  4. Enter the position.

  5. Save the settings.

Edit a topic by clicking on the previously saved text. Click on Delete to delete the line. You are asked to confirm your decision.

4. Creating a ticket

A ticket has many characteristics such as the progress, the origin, the ticket type and the status. It is possible to manage different ticket types with individual status values. Furthermore, multiple users can be owners of a ticket and edit it. This requires you to define different roles for the ticket system. You can individually assign these roles to an owner.

You can either create tickets manually or automatically. Which settings you have to carry out is described in the following chapters.

4.1. Manually creating a ticket

There are two ways to manually create tickets:

  • without a template

  • from a template

When creating tickets without a template, you have to carry out each setting individually. When creating tickets from a template, the settings saved in the template are applied.

4.1.1. Creating a ticket without a template

Proceed as described below to create a ticket manually and without a template.

Creating a ticket without a template:

  1. Go to CRM » Ticket system.

  2. Click on New ticket.

  3. Carry out the settings. Pay attention to the information given in Table 2.

  4. Save the settings.
    → The ticket is created.

Table 2. Settings in the CRM » Ticket system » Tab: New ticket menu
Setting Explanation

Role

Select the role of the owner from the drop-down list. You can select the roles that you set up in the System » CRM » Ticket system » Settings » Tab: Roles menu.
This is a mandatory field. If no role is selected, the ticket cannot be created.

Owner

The active user is automatically assigned as owner of a new ticket. Select another owner’s name from the drop-down list, if required.
This is a mandatory field. If no owner has been selected, the ticket cannot be created.

Customer

Press the down arrow key on your keyboard. A list of the customers is displayed. The customers are displayed in order by their ID. The customer with the lowest ID is displayed at the top. By clicking on the customer, the name and the ID of the customer are transferred into this field.

Title

Enter the ticket title.
This is a mandatory field. If no title has been entered, the ticket cannot be created.

Tags

Click to add tags. You can select the tags that you set up in the System » Settings » Tags menu. For further information, refer to the Tags page of the manual.

Folder

Select the folder from the drop-down list. You can select the folders that you created in the CRM » Ticket system menu.

Priority

Select the priority from the drop-down list.

Type

Select the type from the drop-down list. You can select the types that you created in the System » CRM » Ticket system » Settings » Tab: Types & Status menu.
This is a mandatory field. If no type has been selected, the ticket cannot be created.

Status

Select the status from the drop-down list. Only when a type has been selected before is the drop-down list activated. You can select the statuses that you created in the System » CRM » Ticket system » Settings » Tab: Types & Status menu.
This is a mandatory field. If no status has been selected, the ticket cannot be created.

Deadline

Enter the deadline in the format M/DD/YY or select the date from the calendar.

Define ticket as confidential (not visible to customer)

Click to define the ticket as confidential. If the ticket is confidential, it is not possible to send messages. Confidential tickets are not visible to the customer.

Client (store)

Select the client (store) from the drop-down list.

Once you saved the settings, the ticket ID is displayed in the ticket tab. Furthermore, a toolbar is displayed. Pay attention to the information about the toolbar given in Table 3.

Table 3. Toolbar in the CRM » Ticket system » Open ticket menu
Setting Explanation

Add message

Messages are public, i.e. visible to customers. Messages are marked in blue. If a ticket is confidential, it is not possible to write a message. For further information, refer to the Adding a message chapter.

Add comment

Comments are only visible internally, i.e. they are not visible to customers. Comments are marked in red. Comments are used for internal communication. For further information, refer to the Adding a comment chapter.

Send email template

Click to send an email template. The Send email window opens. Select the template from the drop-down list and click on Send email template.
If the ticket is not linked to a customer, it is not possible to send the email template. To do so, click in the Customer field and press the down arrow key on your keyboard. A list of the customers is displayed. The customers are displayed in order by their ID. The customer with the lowest ID is displayed at the top. By clicking on the customer, the name and the ID of the customer are transferred into this field.

Print

Prints the ticket. A ticket is printed as a ticket card.

Open parent ticket

Opens the parent ticket in a new tab, if available.

Hide / Show status history

Displays or hides the status history. If Show status history is activated, the window Status history is displayed on the right side of the ticket. The status history displays the statuses that the ticket had up to this point.

Hide / Show events

Displays or hides events. If Show events is activated, the window Events is displayed on the right side of the ticket. All events relating to the ticket are displayed.

Show / Hide list of owners

Shows or hides the list of owners. If Show list of owners is activated, the area Owner is displayed on the right side of the ticket. All owners of the tickets as well as their roles are displayed.

Hide / Show tags

Displays or hides tags. If Show list of tags is activated, the area Tags is displayed on the right side of the ticket. Further tags that were created before in the System » Settings » Tags menu can be added here. You can save as many tags for the ticket as needed.

4.1.2. Creating a ticket from a template

If you created templates in the System » CRM » Ticket system » Templates menu, you can create tickets or child tickets that are based on one of these general or personal templates. Before you start carrying out the settings in the following menu, pay attention to the chapters Creating a general ticket template and Creating a personal ticket template. Proceed as described below to create a ticket from a template.

Creating a ticket from a template:

  1. Go to CRM » Ticket system.

  2. Click on New ticket from template.
    → The Create new ticket from template window opens.

  3. Select the template that you have previously created in the System » CRM » Ticket system » Templates menu from the drop-down list.

  4. Click on New ticket to apply the template settings to the ticket.
    → A new ticket opens. The settings saved in the template are already entered.

  5. Make changes to the template, if necessary.

  6. Save the settings.
    → The ticket is created.

4.2. Automatically creating tickets

You can automatically create tickets from emails, eBay messages and forms.

4.2.1. Creating tickets from eBay messages

plentymarkets gives you the possibility to retrieve eBay messages directly. Afterwards, they can immediately be imported into your ticket system. The messages are retrieved every hour. Go to System » Markets » eBay » Settings » Tab: Account settings and make sure that the Automatically retrieve messages option is activated. Select a message type and message status there as well. These parameters are automatically assigned to the eBay messages. If necessary, set up a specific type and status that you want to use for your eBay messages.

You can also use the ticket system to answer afterwards. Your customer receives the message via the eBay messaging system. An eBay message may not exceed the maximum of 950 characters. If you use more characters, the message is not transmitted.

The first time that eBay messages are imported, only the ones from the last seven days are retrieved. If an import has been carried out before, messages are imported until the date of the last import. However, this last import may not date back more than seven days. Otherwise, only messages from the last seven days are imported again. You can access information about the imports by going to Data » API log and looking at the EbayMemberMessages API log.

4.2.2. Creating tickets from forms

Forms are often used to help customers contact the online store. Once a customer has filled out the contact form in your online store, this information is saved as a ticket. You can answer the customer directly from the ticket. However, this is only possible if a valid email account was set up under System » CRM » Ticket system » Email accounts.

You receive an email notification whenever a new message is received. This notification is separate from the ticket and any procedures that are carried out in the ticket system. The notification is sent to the address that was saved under System » Client » Select client » Email » Access data. You receive this email notification even if you did not book the ticket system.

Example for using the contact form

A customer sends you a question with the contact form in your online store. The contact form is used to create a ticket in the ticket system. The ticket contains the customer’s message. You answer the customer by writing a message in the ticket system. The customer receives an email with the help of an event procedure. The customer now replies to your message from his or her own email program. If parameters such as the ticket ID etc. were inserted into the email as template variable, the email automatically assigned to the ticket.
If the customer deleted the ticket ID or other parameters from the subject line and from the email, it is not possible to assign the email to a ticket. A new ticket is created.
A new ticket is also created if the customer decides to use the contact form again instead of answering the email directly. In this case, no assignment parameters would be included in the message and your plentymarkets system would not be able to recognise that the message belongs to a previous thread.

Proceed as described in the following to make sure that contact forms filled out by customers in your online store are automatically created as tickets.

Creating tickets from forms:

  1. Go to System » CMS » Forms.

  2. Enter the Form name.

  3. Select the Ticket type.

  4. Select the Ticket status.

  5. Enter the field name for the email address.

  6. Select the Text field email address type from the drop-down list.
    → Pay attention to the note in the following box.

  7. Enter other field names as needed.

  8. Select a Type for each field name from the drop-down list.

  9. Save the settings.
    → This type of ticket is created every time the form is filled out and submitted.

All of the other form settings are optional. For further information, refer to the Forms page of the manual.

Assignment based solely on email addresses

Contact forms are only assigned by the customer’s email address. Select the type Text field email address for the email address field in contact forms. Otherwise your plentymarkets system does not recognise the information as an email address. If an email address is entered into a different field, e.g. into the message field, it is not taken into consideration for the assignment and answers are not sent to this email address.

If the email address can be assigned to an existing customer, this customer is displayed in the ticket. If the email address cannot be assigned to an existing customer, you do not see the sender’s email address in the ticket system. Messages that are now composed in the ticket system are still sent to the sender’s address.

Use messages to reply to your customers from within the ticket system. Note that messages are only sent as emails if an event procedure was set up for this purpose.

First email account is used for answers to form tickets

If you set up multiple email accounts under System » CRM » Ticket system » Email accounts, the email account that was set up first is used for sending answers to form tickets.

5. Adding a message

Messages are used for external communication, i.e. for communicating with your customers. Click on Add message to create a new message. Enter your message text into the text field of the Message window. Use the toolbar to format the text. If you saved a complimentary close in the user account, it is automatically added onto the end of this user’s messages.

A timer starts in the Events section when the message is created. This makes it possible to measure the time to the exact second. If the process needs to be billed, you can enter the time into the Min. field to the left of the timer. The lower portion of the event area lists the events that were previously carried out. The events are listed in chronological order. For example, you can see if a different employee has already edited this ticket.

New event with filters service type, bill and duration added

In the System » CRM » Ticket system » Events menu, it is possible to add the event New event and the filters Service type, Bill and Duration. This allows you to differentiate in more detail and thus to also send different email templates.

Sending automatic email templates for service units in the System » Client » Select client » Email » Automatic menu still applies for events that were created in the contact data record.

Important: This function was deactivated for the ticket system. This is why you have to set up a new event procedure in the System » CRM » Ticket system » Events menu.

Billing a process:

  1. Go to CRM » Ticket system.

  2. Open the ticket.

  3. Click on Add message.
    → The Message window opens and the timer starts.

  4. Activate the option Bill if the process should be billed.

  5. Select the type of process from the drop-down list.
    → The following options can be selected: Call, Ticket, Email, Meeting, Webinar, Development and Design.

  6. Enter the time in minutes in the Min. field.

  7. Save the settings.

Information about the timer

If you are not able to begin working as soon as you opened the message window, click on Reset when you are ready to begin. The timer is reset to zero. If you would like to interrupt the editing of the message, click on Pause and afterwards on Play.

Sending messages via email

Messages are only sent as emails if an event procedure was set up for this purpose.
To do so, the event New message must be set up. The procedure Send email is recommended. The email template that is selected here must contain the template variable $TicketLastMessage. Furthermore, Customer must be selected as the recipient. The email subject should also include the ticket ID. Use the template variable $TicketID for this.

6. Adding a comment

Comments are added the same way as messages. Note that comments are only visible internally. They are not visible to the customer. This is intentional since the comment function is meant for sending messages within your company. You can use the comment function to pass on the current state of the ticket or information about the topic or the customer to a different employee or user of the ticket system. If you saved a complimentary close in the user account, it is automatically added onto the end of this user’s comments.

A timer starts in the Events section when the comment is created. This makes it possible to measure the time to the exact second. If the process needs to be billed, you can enter the time into the Min. field to the left of the timer. The lower portion of the event area lists the events that were previously carried out. The events are listed in chronological order. For example, you can see if a different employee has already edited this ticket.

7. Assigning a topic

A topic can be saved with every message or comment. Although this is not mandatory, topics can help you understand the general content of a message or comment at a glance. This is particularly useful for longer texts. The topic thus functions as a headline.

Select the topic from the drop-down list above the text field of the message or comment window. Once you saved, the topic is displayed as a headline for this part of the communication. You need to create topics before they can be selected in the ticket system. To do so, go to System » CRM » Ticket system » Settings » Tab: Topics. How you add topics is described in the Adding a topic chapter.

Assigning a topic:

  1. Go to CRM » Ticket system.

  2. Open the ticket.

  3. Click on Add message or Add comment.

  4. Select a topic from the drop-down list.

  5. Save the settings.

8. Entering answers to FAQs

You can insert previously written text blocks into messages. Go to CRM » FAQs to create these text blocks. This saves you a lot of time and effort, particularly if you often answer the same questions or deal with the same problems. You can also enter long texts here and save a lot of time when working with your tickets.

Go to CRM » FAQs and create a useful structure of folders, sub-folders and questions. Make sure to select the setting visible for the ticket system in the CRM » FAQs » Tab: Folder » Expand folder » Tab: Settings menu. For further information, refer to the FAQs page of the manual.

9. Manually sending an email template

You are not limited to only communicating in the ticket system with messages and comments. You can also send email templates. Go to System » Client » Select client » Email » Templates to set up email templates. An email template includes a standard text that is applicable to all recipients. You can supplement this text with dynamic content that is automatically inserted with the help of template variables.

First create an email template. For example, use the template variables for the subject line and the text as listed in Table 4. You can see a list of all the template variables that are available for an email template by clicking on Template variables and template functions on the top left within the template. From there, you can insert the template variables into the template simply by clicking on it. Table 4 shows a list of useful template variables for the ticket system.

For the email template, select e.g. the template variables $TicketID and $TicketTitle if you want to have the ticket ID and the ticket title displayed in the subject line. If the text should contain the status, the priority and a link to the ticket, select the template variables $TicketStatus, $TicketPriority and $TicketBackendURL and enter these in the text field of the template.

Creating an email template:

  1. Go to System » Client » Select client » Email » Templates.

  2. Click on New email template.

  3. Carry out the settings. For further information, refer to the explanations on the Sending emails page of the manual in the Creating an email template chapter.

  4. Select the setting Only text in HTML format under Content.

  5. Save the settings.

Only text in HTML format

Open the email templates and look at the Settings tab. Make sure that the Content drop-down list was set to Only text in HTML format. Otherwise the template variables are not translated.

Table 4. Template variables for email templates in the ticket system
Setting Explanation

$TicketBackendURL

Links to the ticket in the CRM » Ticket system menu.

$TicketHistory

Displays the text that was last saved in the ticket, i.e. the text of a comment or a message.

$TicketID

Displays the ticket ID that the email was sent from.

$TicketLastComment

Displays the text of the last comment.

$TicketLastMessage

Displays the text of the last message.

$TicketPriority

Displays the priority of the ticket. The star values are displayed in ascending order with the numbers 0 to 5.

$TicketStatus

Displays the status of the ticket.

$TicketTitle

Displays the title of the ticket.

$TicketURL

Links to the ticket in the My account area. The customer can read the message in the My account area, write an answer and send it.
For further information, refer to the Creating tickets in the My account area chapter.

$SignatureText

The following only applies if email templates are manually sent: Displays the signature that was saved in the system’s email settings.

$SignatureHTML

The following only applies if email templates are sent using an event procedure: Displays the complimentary close and the signature that were saved in the settings of the user account.
This template variable displays the user’s signature if it was saved in the settings for that user. This signature takes priority over the signature that was saved in the system’s email settings.

Proceed as described below to manually send an email template.

Manually sending an email template:

  1. Go to CRM » Ticket system.

  2. Open the ticket.

  3. Click on Send email template.
    → The Send email window opens.

  4. Select an email template from the drop-down list.

  5. Click on Send email template.

If the ticket is not linked to a customer, the email template cannot be sent. If you manually send email templates, the signature displayed in these emails is the signature that was saved in the system’s email settings.

10. Automatically sending email template

In the System » CRM » Ticket system » Events menu, you use filters to select tickets and then assign the tickets to automatic procedures which are carried out by an event procedure. For example, every time that a ticket is received, you could automatically send an email template that informs the customer that his or her ticket was received and explains what happens next.

As already described in Table 4, the complimentary close and the signature that are saved in the settings of the user account are displayed when you use the template variable $SignatureHTML. This signature takes priority over the signature that was saved in the system’s email settings.

Note that an event procedure also has to be set up for sending messages and comments via email. If you answer your customers with messages in the ticket system, you need to set up an event procedure that sends the last ticket message as an email. Otherwise the customer does not receive your answer. For further information about customer communication in the ticket system, refer to the chapters Adding a message, Adding a comment, Assigning a topic, Entering answers to FAQs and Manually sending an email template.

For further information, refer to the Event procedures page of the manual.

Avoid contradictory filter options

Avoid using contradictory filter options if you set up multiple filters for one procedure. For example, an error occurs if you use several status options for the same ticket type.

Example: First filter: Type eBay, status completed. Second filter: Type eBay, status in progress.

Set up an event procedure to receive an email every time that a new ticket message is received in your ticket system, for example.

Setting up an event procedure
  1. Go to System » CRM » Ticket system » Events.

  2. Click on Add event procedure.
    → The Create new event procedure window opens.

  3. Enter a name.

  4. Select the event listed in Table 5.

  5. Save the settings.

  6. Pay attention to the information given in Table 5.

  7. Place a check mark next to the option Active.

  8. Save the settings.

Table 5. Event procedure for automatically being informed when new messages are received in the ticket system
Setting Option Selection

Event

New message from customer

Filter

Owner

Select the owner.

Procedure

Send email

Select the email template and recipient.

11. Automatically deleting tickets

Go to System » CRM » Ticket system » Procedures and set up procedures that are carried out automatically by your plentymarkets system at a certain time. For example, you could set up a procedure to automatically delete tickets if they were not edited within a certain amount of time and if they have a specific status.

Proceed as described below to set up the example described above.

Automatically deleting tickets:

  1. Go to System » CRM » Ticket system » Procedures.

  2. Click on Add procedure.
    → The Create a new procedure window opens.

  3. Enter the name.

  4. Select the time from the drop-down list when the procedure is to be carried out every day.

  5. Save the settings.
    → The procedure is created.

  6. Click on Add filter.
    → The Add filter window opens.

  7. Select the filter Last status change.

  8. Click on Add.

  9. Select an option from the drop-down list.

  10. Click on Add filter to add another filter.
    → The Add filter window opens.

  11. Select the filter Type/status.

  12. Click on Add.

  13. Activate the previously created status.
    → Pay also attention to the previously created type.

  14. Click on Add procedure.
    → The Add procedure window opens.

  15. Select the procedure Delete.

  16. Click on Add.

  17. Place a check mark.

  18. Place another check mark next to the option Active.

  19. Save the settings.

Use this menu to create as many procedures as you like and select filters and a time for theses procedures. For further information about setting up the procedure manager, refer to the Procedure manager page of the manual.

12. Creating a general ticket template

Go to System » CRM » Ticket system » Templates to create templates for your tickets. Templates help you work with the ticket system more efficiently. Furthermore, you can decide which user roles the ticket templates should be available for. They can be used for specific roles or for all roles. This helps you keep track of even a large number of templates.

Creating a general ticket template:

  1. Go to System » CRM » Ticket system » Templates.

  2. Click on New template.
    → The New template window opens.

  3. Enter the name.

  4. Enter the position.

  5. Click on Add.
    → The template is created and opened.

  6. Carry out the settings. Pay attention to the information given in Table 6.

  7. Save the settings.

Table 6. Settings in the ticket template
Setting Explanation

Name

The name of the template is displayed. The name can be changed here.

Position

The position number specifies which order the templates should be displayed in. By default, they are sorted in ascending order by their position number. The position number can be changed here.
Tip: Count by tens when creating position numbers. This allows you to easily add new templates in between later on.

Title

Enter a title. Tickets that use this template receive this title. The title can be changed when the ticket is created.

Customer

Select a customer to create a template for this customer.

Confidentiality

Activate to create a template for confidential tickets. If a ticket is confidential, messages are only sent to people who are owner of the ticket. Customers do not receive any messages for a confidential ticket even if you have set up event procedures.

Client (store)

Select a client (store) the template should be used for.

Type

Select a ticket type to create a template for this type. Ticket types are created in the System » CRM » Ticket system » Settings » Tab: Types & Status menu.

Status

Select a ticket status to create a template for this status. Ticket statuses are created in the System » CRM » Ticket system » Settings » Tab: Types & Status menu.

Priority

Select a priority to create a template for this priority.

Owner

Select an owner to create a template for this owner. Whether or not someone can be selected as owner in the ticket system depends on the settings that were saved in the user account.

Visibility

Select one of the following options: Public, Private or User roles.
Public = The template is visible to all users.
Private = The template is only visible to the user who created it. Further information can be found in the Creating a personal ticket template chapter.
User roles = An additional setting is displayed if you select this option. Select which user roles the template should be visible for.

User roles

Only visible if the setting User roles was selected under Visibility. Select which user roles the template should be visible for.

Tags

Select tags to create a template with these tags. Go to System » Settings » Tags to create tags.

Deadline

Enter the number of days. Tickets that are created with this template have a deadline that is this many days after the ticket is created.

Resubmission

Enter the number of days and select the time. Tickets that are created with this template are resubmitted after this many days at the selected time.

Message

Activate FAQ or Own message.
FAQ = Click on Edit. The Select FAQ window opens. Select an FAQ that should be entered when using the template. Click on Apply.
Own message = Enter a message that should be entered when using the template.

Comment

Activate FAQ or Own comment.
FAQ = Click on Edit. The Select FAQ window opens. Select an FAQ that should be entered when using the template. Click on Apply.
Own comment = Enter a comment that should be entered when using the template.

Enter complimentary close

Activate to automatically insert the complimentary close at the end of a message or comment.

Edit a template by clicking on the previously saved text. Click on Delete to delete the line. You are asked to confirm your decision.

13. Creating a personal ticket template

In the ticket overview in the CRM » Ticket system menu, you can create user-defined templates. These personal templates are listed there and in the System » CRM » Ticket system » Templates menu. They are only visible for the user who created them. The personal templates are created and edited in a separate window. This window opens when clicking on Personal templates.

Set up personal ticket templates the same way you create general ticket templates. Pay attention to the Creating a general ticket template chapter. The personal templates are included in the list of general templates. They are only visible for the user who created them. However, general templates are not included in the list of personal templates. Go to System » CRM » Ticket system » Templates and use the Visibility option to control which templates are displayed. Select the setting Private for personal templates.

14. Displaying the ticket overview

Go to CRM » Ticket system. Tickets are displayed within the Tickets tab. There you can see important information about your tickets, e.g. their age, title, customer name and progress. Use the Customising the layout function and select which parameters should be displayed in the ticket overview.

By clicking on the ticket, it opens in its own tab. You have the possibility to edit the ticket here.

Default folders are displayed in the Folder tab. Your tickets are sorted into these folders based on specific criteria, e.g. outstanding tickets. For example, click on the folder to display all outstanding tickets in the Tickets tab. It is neither possible to rename nor to delete these default folders. You can, however, create custom folders. These folders are added to the list in the Folder tab.

Above the ticket overview in the CRM » Ticket system » Tab: Tickets menu, you can create a new ticket manually or from a template. You can also select personal templates or use the group function. Table 7 explains the settings that you can carry out in the Tickets tab.

Table 7. Settings in the CRM » Ticket system » Tab: Tickets menu
Setting Explanation

New ticket

Click to create a new ticket manually.

New ticket from template

Click to create a ticket and give it the settings and entries from a template, e.g. example texts.

Personal templates

Create or edit personal templates. Personal templates are included in the list of general templates. However, general templates are not included in the list of personal templates.

Group function

Click to edit all of the activated tickets simultaneously.

Search options

You can use the drop-down lists to create individual search options and only display those tickets that you want to see or edit, e.g. only those tickets that relate to a specific owner and has a specific priority.
Click on Search to display the tickets with the selected properties.
For further information about the search options, refer to the chapter Searching for tickets.

Age in days

Different colours indicate how old the tickets are. The colours have the following meaning:
Green = The ticket is 0 to 3 days old.
Yellow = The ticket is 4 to 5 days old.
Orange = The ticket is 6 to 7 days old.
Red = The ticket is at least 8 days old.

Changing the order of sorting in the columns

Changing the order of sorting in the columns Simply click on the triangle in the title bar. You can also change the order of sorting for the following columns: Age in days, ID, Priority, Created on, Last change, Progress and Resubmission. The only requirement is that you activate the parameters via the Customising the layout function.

15. Searching for tickets

Various entry fields and filters are available in the ticket search in the Tickets tab. They help you narrow down the list of tickets to find the exact ones that you are looking for. Expand the Search area to select further filters and entry fields. This allows to search for your tickets even more detailed.

Searching for tickets:

  1. Go to CRM » Ticket system.

  2. In the Tickets tab in the Search area, select filters and enter data in the entry fields. Pay attention to the information given in Table 8.

  3. Click on Search.
    → The tickets that match the selected settings are displayed.

Table 8. Search options in the CRM » Ticket system » Tab: Tickets menu
Setting Explanation

Search

Perform a search.

Ticket data

Enter text to search for this content.

Priority

Select a priority to only see tickets with this priority.

Type/status

Search using a combination of ticket type and ticket status. Select one, multiple or all options from the drop-down list.
Go to System » CRM » Ticket system » Settings to edit existing types and statuses or to create new ones.

Status group

Select one, multiple or all options from the drop-down list.
Go to System » CRM » Ticket system » Settings to edit existing status groups and to create new ones.

Owner

Limit the ticket search to an owner. The drop-down list lists all of the users who are activated for the Ticket option in their user account under Owner tab.

Customer class

Select a customer class to only search for tickets that belong to customers with this customer class. Go to System » CRM » Classes to create further classes.

Client (store)

Select the client (store) from the drop-down list.

Customer ID

Enter the customer ID to only search for tickets with this customer ID.

Deadline

Select one of the following options from the drop-down list to only search for tickets that have this deadline: yesterday, today, tomorrow, exceeded or in the future.

Role

Select one or multiple roles or all options from the drop-down list. Go to System » CRM » Ticket system » Settings to create roles.

Relational progress operator

Use the operator to specify whether a ticket’s progress should be greater than, less than or equal to the progress that was entered.

Progress

Select a percentage from the drop-down list to only search for tickets that correspond to the specified relational operator and progress.

Resubmission

Select a resubmission date from the drop-down list to only search for tickets that have this resubmission date.
The procedure manager in the System » CRM » Ticket system » Procedures can be used to remind you of the ticket. An example how to set up a procedure and select filters and the time can be found in this chapter.

Tags

Click into the field. Select one or more tags to only search for tickets that contain these tags. First tags must be created in the System » Settings » Tags menu.

16. Editing tickets

A ticket is made up of several messages and comments. The comments can only be read internally. In addition, you can add files and tasks to a ticket. Tickets can also be added up to build a chain: One ticket can have several children and these children can have children themselves.

Which settings you may carry out in a ticket’s tabs is described in the following sub-chapters.

16.1. Displaying and editing ticket settings

You can see all the settings of your ticket at a glance in the CRM » Ticket system » Open ticket » Tab: Ticket menu. You can also change some of the settings here. Table 9 explains the setting options for your tickets.

Table 9. Settings in the CRM » Ticket system » Open ticket » Tab: Ticket menu
Setting Explanation

Ticket source

The symbol shows the source of the ticket.
plentymarkets logo = ticket source: Back end
Globe = Ticket source: Front end
eBay logo = Ticket source: eBay
Letter symbol = Ticket source: Email

Save

Saves the settings.

Deadline

Shows the number of days until the deadline as well as the progress in percent.
If no deadline has been selected yet, select a date from the calendar. The progress bar is only displayed after you have selected and saved the date. The deadline can be changed by clicking on it.

Priority

Displays the priority of the ticket. There are 6 priority levels.
Grey star = lowest priority (default priority)
Two yellow stars = highest priority

Type

Displays the type. Ticket types are created in the System » CRM » Ticket system » Settings » Tab: Types & Status menu.

Status

Displays the current status. Ticket statuses are created in the System » CRM » Ticket system » Settings » Tab: Types & Status menu.

Folder

Displays the folder. Folders are created in the CRM » Ticket system » Tab: Folder menu.

Day of resubmission

Displays the day of resubmission.

Resubmission before hour/
Resubmission before minute

Select the time from the drop-down list.

ID

Displays the ticket ID. The ID is automatically assigned by the system and cannot be changed.

Age

The age of the tickets in days is displayed here. Depending on the age, the ticket is displayed in a different colour.
Green = The ticket is 0 to 3 days old.
Yellow = The ticket is 4 to 5 days old.
Orange = The ticket is 6 to 7 days old.
Red = The ticket is at least 8 days old.

Progress

Displays the progress in percent by means of a bar. The percentage is displayed in the bar.

Customer

Displays the ID and the name of the customer. Customers are automatically assigned in some cases, e.g. when tickets are automatically created from emails.

Define ticket as confidential (not visible to customer)

Click to define the ticket as confidential. If the ticket is confidential, it is not possible to send messages. Confidential tickets are not visible to the customer.

Order ID

Displays the order ID if the ticket is linked to an order.

Client (store)

Displays the client (store) that the ticket is linked to.

16.2. Displaying the customer data record

The menu CRM » Ticket system » Open ticket » Tab: Customer contains the customer data as it is also found in the CRM » Contacts » Open contact menu. You can also edit the customer data record here. This tab is only visible if the ticket is linked to a customer.

16.3. Displaying orders

Go to CRM » Ticket system » Open ticket » Tab: Search orders to see the customer’s orders. You can search for orders and edit them in this menu. This tab is only visible if the ticket is linked to a customer.

16.4. Showing the attachment

Go to CRM » Ticket system » Open ticket » Tab: Attachment to see all file attachments that were uploaded to this tab. Both your customers and staff members can attach documents to tickets and have permanent access to them. The number of attachments is displayed in parentheses in the tab’s title. Once the first file has been successfully uploaded, a table is displayed. The table lists the file name, the name of the employee or customer who uploaded the file as well as the visibility and the date.

The image files immediately open after the click. If this is not supported by the browser, the file can be downloaded. With the setting Visibility, you decide whether the file is also visible for your customers or only for you and your employees.

If you activated the option Attachment via the Customising the layout in the CRM » Ticket system » Tab: Tickets menu, you can directly see in the ticket overview the tickets that have an attachment.

File types permitted for upload

The following file types are permitted and can be uploaded: COMMA, CSS, CSV, DOC, DOCX, EXCEL, GIF, GZIP, HTML, JPEG, MSWORD, ODC, ODF, ODG, ODM, ODS, ODT, OTG, OTH, OTS, OTT, OXT, PNG, PDF, RICHTEXT, RTF, SWF, SDA, SDC, SDW, SXW, STW, TEXT, X_EXCEL, X_LATEX, X_TAR, XLS, X_XLS, XML, TIFF, ZIP.

16.5. Creating a task

Tasks help you plan concrete duties and assign them to different employees. If a task is created in the CRM » Ticket system » Open ticket » Tab: Tasks, it is linked to the ticket. This link is also visible in the overview of tasks under Start » Tasks. The number of tasks is displayed in parentheses in the tab’s title. This chapter explains how to search for tasks.

Creating a task:

  1. Go to CRM » Ticket system » Open ticket » Tab: Tasks.. Click on New task.

  2. Carry out the settings. Pay attention to the explanations in the Creating a task chapter on the Managing tasks and calendars page of the manual.

  3. Save the settings.
    → The newly created task is displayed in the Tasks tab.

Searching for tasks

Proceed as follows to search for tasks that have already been created.

Searching for tasks:

  1. Go to CRM » Ticket system » Open ticket » Tab: Tasks.

  2. Click on the arrow in the top left corner to open the Filter tab.

  3. Carry out the settings. Pay attention to the explanations in the Searching for tasks chapter on the Managing tasks and calendars page of the manual.

  4. Click on Search.

16.6. Linking tickets

In the CRM » Ticket system » Open ticket » Tab: Children menu, you can link tickets with each other. This means that you can assign further tickets (so called children) to a ticket or create a child ticket in the Children tab. One ticket can have several children (parent-child concept) and these children can have children themselves. This characteristic is especially helpful if you have bigger projects and you want to divide tasks and assign them to different members of your staff (owners) or to different teams. Open the original parent ticket in order to see the processing status of the child ticket. The number of child tickets is displayed in parentheses in the Children tab.

16.6.1. Assigning a ticket as child ticket

You can assign existing tickets as child tickets. This is done in the Ticket search tab.

Assigning a ticket as child ticket:

  1. Go to CRM » Ticket system » Open ticket » Tab: Children.

  2. Click on the Ticket search tab.

  3. Click on the arrow in the top left corner to open the Folder tab.

  4. Select a folder in the Folder tab.

  5. Select the filters in the Search area of the Tickets tab.

  6. Expand the Search area to select further filters.

  7. Click on Search.
    → The tickets are displayed.

  8. Activate the tickets that you want to assign as child tickets to the main ticket.

  9. Click on Add.

Creating child tickets in the Children tab

Create a child ticket in the Children tab of the CRM » Ticket system » Open ticket » Tab: Children menu. Click on New ticket. Carry out the settings as desired. This new ticket is automatically assigned to the main ticket and can be found in it’s Children tab.

16.6.2. Editing a child ticket

As soon as you have assigned tickets as children in the Ticket search tab, they are moved to the Children tab. The Children tab only includes the child tickets of the main ticket. The assignment can be removed in the Children tab. Activate the child ticket and click on Delete. The child ticket then becomes a normal ticket again and can be found in the Ticket search tab.

17. Creating a folder

You can create custom folders. You can create your folder structure as needed. Folders are especially useful in grouping together those tickets that were not already grouped together because of their filter parameters, but that you would like to have together for other reasons. You can always rename your customised folders and delete them, if you no longer need them. Only you can see your own custom folders.

Creating a folder:

  1. Go to CRM » Ticket system.

  2. Click on Create a new folder in the Folder tab.
    → The Create new folder window opens.

  3. Enter the name or the path. Pay attention to the explanations given in the following box.

  4. Save the settings.
    → The folder that you have just created is listed in the Folder tab.

Creating main folders and sub-folders

If you create a new folder in your ticket system, enter a name for the new folder if you want this folder to be a main folder. Click on an existing folder if you want to create a sub-folder within this existing folder. When creating a sub-folder, enter a slash and the new name behind the name of the main folder. As an alternative, enter the path into the text field, e.g. the name of the main folder and the name of the new folder.
Example: Frequent buyers/B2B. The sub-folder B2B is created within the main folder Frequent buyers.

18. Manually moving tickets into folders

You have to manually move tickets into folders. The ticket is available both in the ticket overview and in the selected folder.

Manually moving tickets into folders:

  1. Go to CRM » Ticket system.

  2. Open the ticket.

  3. Select the folder from the Folder drop-down list.

  4. Save the settings.
    → The ticket is also displayed in the folder that you have just created.

19. Creating a custom filter

You can create custom filters. Only you can see your own custom filters.

Creating a custom filter:

  1. Go to CRM » Ticket system.

  2. Click on Create a new filter in the Folder tab.
    → The Create custom filter window opens.

  3. Enter the name for the filter in the Settings area.

  4. Select a symbol from the drop-down list in the Settings area.

  5. Carry out the settings. Pay attention to the information about filters given in Table 8 in the Searching for tickets chapter.

  6. Save the settings.

20. Assigning emails in the ticket system

Emails in the ticket system are assigned to tickets with the help of keywords or text parameters that are automatically recognised by your plentymarkets system. If an email contains a ticket ID, the email is automatically saved as a message within the corresponding ticket. As already explained in the Setting up the email account chapter, you should set up a separate email account and email address that are only used for the ticket system.

Note the keywords and alternative spellings that are used for assigning emails to tickets as listed in Table 10. Both upper and lower case letters can be used. Check the email templates that you use in the ticket system. If needed, correct or add the template variables.

Table 10. Assignment parameters and permitted spellings
Parameter Alternative spellings

Email address

example@mail.de

Ticket ID

Ticket / ID / Nr / No / nummer / number + digits
Examples:
Ticket ID: 123
Ticket id 123
TicketID #123
ID: #123
ID 123
Permitted symbols:
Space, Period, Colon, Minus, Equals sign, hash key, round brackets, square brackets

Customer data

Customer ID or Customer No.: Kunden / Customer + ID / Nr / No / nummer / number + digits
Customer name: Kunden / Customer + Name + digits
Examples:
Customer ID: 123
Customer ID 123
Customer id 123
CustomerID123
Customer number 123
Permitted symbols:
Space, Period, Colon, Minus, Equals sign, hash key

Order ID

Auftrag(s) / Order + ID / Nr / No + digits
Examples:
Order ID: 123
Order ID 123
OrderID123
Order id 123
Permitted symbols:
Space, Period, Colon, Minus, Equals sign, hash key

Invoice No.

Rechnung(s) / invoice + ID / Nr / No / nummer / number + digits
Examples:
Invoice ID: 123
invoice ID 123
Invoice No 123
Permitted symbols:
Space, Period, Colon, Minus, Equals sign, hash key

If you have set up a special email account for the ticket system, your emails are automatically transferred into the ticket system. This is done with the help of the parameters listed in Table 10. Tickets are created as follows:

  • If an email contains a ticket ID, the email is automatically saved as a message within the ticket.

  • If an email contains a customer ID, customer number or customer name, a ticket is automatically created. The customer data is saved in the ticket’s Customer tab.

  • If an email contains an order ID or invoice ID, a ticket is automatically created. The order is saved in the ticket’s Search orders tab.

Only unread messages are synchronised

Emails are assigned to tickets whenever the ticket system is synchronised. The email may not have previously been opened or read in the email program. This is because only unread messages are synchronised. Pay attention to the information about the Process setting in table 1 in the Setting up the email account chapter.

The examples below illustrate different ways that emails are assigned to tickets.

Assigning by ticket ID

An email contains the keyword Ticket ID 1 as its subject. The ticket system recognises this keyword. The ticket system would also recognise the keyword if it was located e.g. within the text of the email.
During the synchronisation process, the email that contains the keyword Ticket ID 1 is automatically attached as a message to the ticket that has the ID 1.

Assigning by customer ID

If a customer ID is included in the email, the customer is automatically linked to the ticket when the message is imported. You can tell that this information was linked because an entry was made in the Customer field and the Customer tab contains data about the customer. Therefore, emails that relate to customers should always include the customer ID or customer number so that this data is available in the ticket immediately.

Assigning by order ID

If an order ID is the only parameter saved in the email, a new ticket is created and the order that has this ID is loaded in the Search orders tab.

Assigning by invoice number

If an invoice number is specified, the order is searched for and displayed in the ticket’s Search orders tab.

Sender’s email address takes priority over the email address saved in the customer data record

If an email doesn’t contain any of the parameters necessary for assigning it to a ticket, the sender’s email address is used when replies are sent.

If an email contains customer parameters (i.e. the ticket was linked to a specific customer) and this customer data includes an email address, the sender’s email address is still used when replies are sent. The sender’s email address always takes priority.

21. Creating a ticket card

Go to System » CRM » Ticket system » Ticket cards to create a print template that is used to generate your tickets as PDF files which you can file or print. Setting up ticket cards can basically be compared to the procedure of setting up label templates.

The number of cards per page changes depending on the size of the page, the number of lines and columns and the size of the cards. Also consider the spacing between the cards when you set up the page.

The parameters, e.g. the ticket ID, are displayed as soon as the values have been entered into the fields X, Y and mm. Optionally, you can enter a field name that is displayed before the value.

In the lines Message and Comment, you can select whether the oldest or the latest message and the oldest or the latest comment should be displayed on the ticket card.

The priorities start with 0 (= grey star, lowest priority) and go up to 5 (= two yellow stars, highest priority).

Allow line break for longer lines

If several people are owners of the ticket and you want them all displayed on the ticket card, you need to activate the option Allow line break. It is also possible to allow line breaks for the setting Ticket title.

Creating a ticket card:

  1. Go to System » CRM » Ticket system » Ticket cards.

  2. Expand the New template area.

  3. Enter the name.

  4. Enter the width and height of the Page and the Card.

  5. Enter the parameters for those elements that are to be displayed on the ticket card.

  6. Save the settings.

Generating a preview of the ticket card

You can see a preview once you have created the new template. Expand the template. Enter the Ticket ID and click on Preview.

22. Exporting tickets in a PDF file

After you saved the ticket card template in the System » CRM » Ticket system » Ticket cards, it is available in the CRM » Ticket system » Tab: Tickets menu in the drop-down list Print ticket of the Group function. Proceed as follows to export your tickets in a PDF file.

Exporting tickets in a PDF file:

  1. Go to CRM » Ticket system.

  2. In the ticket overview, activate those tickets that you want to export.

  3. Click on Group function.
    → The Group function window opens.

  4. Activate the setting Print ticket.

  5. Select a template from the drop-down list.

  6. Enter a message or a comment as needed.
    ​→ This entry is saved for all printed tickets (not displayed on the printed ticket card, but in the ticket in the system).

  7. Click on Apply.
    ​→ The PDF file is created.

23. Creating tickets in the My account area

Your customers can create tickets in the My account area of your online store. They can send messages there and see answers to the ticket. If an event procedure is used to send the customer an email and this email contains the template variable $TicketURL, the customer is able to click on this link to directly open up the ticket in My account area. He or she is able to answer the message there.

24. Creating ticket statistics

Go to Start » Statistics to create statistics regarding the tickets in your ticket system. You can choose between the statistic types Tickets by current status, Tickets by system state or Tickets by status.

For further information, refer to the Statistics page of the manual. How to create statistics is described on the Statistics page of the manual.

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