WoltLab Cloud Ticket System 5.4 5.4.3

With this ticket system, you can manage requests of any kind from your users. It gives you a lot of freedom to cover as many scenarios as possible.

With this ticket system you can manage requests of any kind from your users. In doing so, it gives you a lot of freedom to be able to cover as many scenarios as possible.


You decide for each individual category which user groups and users should have access to it. During development, care was taken to ensure that as many functions as possible are implemented visually in the same way as WoltLab Suite Core does. This makes it easier for your users to get used to it.

The main functions

Categories

For each area you needed you can create a separate category. Per category you can determine which user groups and users have access to the category and its content. For each category you choose a suitable icon from the Font-Awesome icons or own image files to visually distinguish the categories. The optional possibility of a default assignment as well as a main responsible user complete the possibilities for your individual needs.

Category Themes

You can add as many category themes as you like. You can choose if the category theme should be available in all categories or only for certain categories. For example, you can choose not to use category topics for General requests, and use category topics to specify the request more precisely for Technical requests.

Priorities

You create the priorities yourself and decide in each case for which categories they should be used. This way you can also use different priorities for different categories.

Status

Also with the status you decide for which categories these are used. However, the status must not be confused with the ticket status here. There are three ticket statuses (Open, In Progress, and Closed). With the statuses, you extend the ticket system by the possibility to create more precise jams for the user. For example, you can select "Waiting for answer (external)" as the status for a support ticket, so that you as the ticket processor can see at first glance what is happening with the ticket, but also the ticket creator can see immediately why there is perhaps no answer yet. Only the ticket administrators can change the status of a ticket.

Input fields

For each category you can create multiple input fields. This makes it possible to request additional information from the ticket creator right at the beginning that you need for processing the ticket. When creating the input field, you decide whether the input field must be filled in or not. It is also possible to specify which user groups can use the input field.Individualize thereby each category optimally.

Reply templates

Even in the area of support, but of course also in other use cases, it often happens that the same answers have to be given again and again. With the answer templates you can create different answer templates in the ACP that your moderators can use in the tickets. The answer templates can be called directly in the WYSIWYG editor when creating an answer and can be found easily by a search function. To prevent one of your moderators from receiving irrelevant answer templates you can limit the answer templates to single categories.

Service Level Agreements

In today's world, it is important to be able to provide a good service. By means of the service level agreements it is possible for you to create rules which execute an action after a certain time. Currently you have three actions to choose from

  • Remove ticket assignment: this removes the assignment of a ticket and the ticket will be displayed in the general ticket pool again
  • Reminder message to assigned user: The assigned user will receive a notification that a ticket is still waiting to be processed
  • Message to main responsible user: This sends a message to the main responsible user of a category that a ticket is still not completed

To decide for which categories a service level agreement should be executed you can limit them to individual categories. To filter an action you have the possibility to choose which ticket status should be considered, if the ticket should already be assigned or not, how many days should have passed for tickets that don't have a response from a ticket handler yet as well as how many days should have passed without further responses (for tickets that have responses) before an action should be executed.

Other functions

  • Mark ticket responses as an internal response. This will allow you to create replies for other team members which the ticket creator will not see
  • Each moderator decides which categories to watch. Through the notification system of the WSC, each moderator can also set whether he wants to receive a notification, an immediate email notification or a daily email notification
  • Both the ticker creator and a moderator is free to subscribe to a ticket. Thus, the user will receive a notification accordingly for new replies.
  • Ticket pool with all unassigned tickets
  • My ticket pool with tickets which are assigned to me
  • Extensive filter functions in the ticket pool
  • Possibility to create trophies for created and assigned tickets

This list includes some features offered by the ticket system and is not exhaustive.

Extensions

Support

Support is available directly through our Ticket System on beMananas.com

Images

  • Version 5.4.3

    Adjustments

    • [BUGFIX] Checkbox was shown in TicketPool even if no tickets were found
    • [IMPROVE] Captcha for guests is enabled by default on a new installation
    • [IMPROVE] Language variables adjusted for better understanding

    Version 5.4.3 compatibility

    • WSC 5.4
  • Version 5.4.2

    Adjustments

    • [BUGFIX] Mark all as read did not work in own TicketPool
    • [BUGFIX] Incorrect email subject when creating a ticket in the name of another user
    • [BUGFIX] When restoring a ticket message, the notifications were not deleted correctly
    • [BUGFIX] The user notification was displayed incorrectly when changing a status, Priority as well as Ticket Category were partially displayed incorrectly
    • [BUGFIX] When searching for input fields, no result was found for the Text/Multiline Text type.
    • [IMPROVE] A ticket reply to a guest will now also send emails if the guest is not a moderator

    Version 5.4.2 compatibility

    • WSC 5.4
  • Version 5.4.1

    Adjustments

    • [BUGFIX] Users could see the titles of tickets from other users under the unread tickets

    Version 5.4.1 compatibility

    • WSC 5.4
  • Version 5.4.0

    Adjustments

    • [BUGFIX] Missing language variables added and spelling errors fixed
    • [BUGFIX] If only one ticket was selected for the clipboard action, an error occurred when changing a status, ticket category or priority an error could occur
    • [BUGFIX] If a service level agreement was created more than 90 days ago, an error could occur when running the scheduled task
    • [BUGFIX] For a service level agreement with the option Is the last reply from a moderator? it could happen that a service level agreement was not executed
    • [BUGFIX] Error sorting category topics if a category topic was deleted
    • [BUGFIX] Error sorting priority if a priority was deleted
    • [BUGFIX] Error sorting status if a status was deleted
    • [NEW FEATURE] When sharing a ticket (also possible afterwards), an email can now be sent to the author.
    • [NEW FEATURE] New user permission Can read own tickets
    • [INFO] Version number has been adjusted to WoltLab's version numbers to create an easier overview for users.

    Version 5.4.0 compatibility

    • WSC 5.4
  • Version 1.0.13

    Adjustments

    • [BUGFIX] If the last ticket reply was an internal reply, it was displayed when replying to a user under certain circumstances although no permission was available
    • [BUGFIX] Language variables adjusted
    • [IMPROVE] The ability to share tickets is now governed with its own user/ACL permission
    • [IMPROVE] Guests can optionally use file attachments in tickets

    Version 1.0.13 compatibility

    • WSC 5.4
  • Version 1.0.12

    Adjustments

    • [BUGFIX] Language variables adjusted (bugfix)
    • [BUGFIX] With the permission to create a ticket in the name of a guest it was no longer possible to open a ticket

    Version 1.0.12 compatibility

    • WSC 5.4
  • Version 1.0.11

    Adjustments

    • [BUGFIX] When creating a ticket as a guest or for a guest, the username was not checked for validity.
    • [BUGFIX] When deleting a ticket message, the action log displayed that a ticket was deleted instead of a ticket message
    • [BUGFIX] When deleting a ticket message, the trash icon was temporarily displayed in the title
    • [BUGFIX] When a ticket was shared/subscribed, the status icon was updated incorrectly when double-clicking
    • [BUGFIX] Error when creating a ticket if not every field was filled in for the category in the automatic status
    • [BUGFIX] When editing a ticket, the function for editing file attachments was partially hidden
    • [BUGFIX] When renaming a user, there was an error with the message that the user was not renamed in the serviceLevel-Agreement could not be renamed
    • [NEW FEATURE] Now there is an extended search function for the ticket pool
    • [NEW FEATURE] Via an option in the ACP it is possible to set whether the ticket-number as well as the ticket category should be displayed in the mobile view of the ticket listing
    • [NEW FEATURE] For the ticket listing, a minimal view (ticket number and ticket category are placed more prominently and the avatars are hidden)
    • [NEW FEATURE] Newly, a user who is allowed to mark their own tickets as done can also do this via the double-click function on the status icon
    • [NEW FEATURE] Priority for ticket administrators extended: Direct change in the ticket, deselecting a priority, changing the priority via the clipboard action
    • [NEW FEATURE] Category topics for ticket administrators extended: Direct change in the ticket, deselecting a topic, changing the topic via the clipboard action
    • [NEW FEATURE] Newly, tickets can be deleted/restored directly via the ticket pool (clipboard action).
    • [NEW FEATURE] New for the pages Add Ticket and Edit Ticket in the ACP in the notes there is the possibility to control them per category
    • [NEW FEATURE] Moderative notification for merging tickets integrated
    • [IMPROVE] The service level agreements are now executed by default every 15 minutes instead of only twice a day.
    • [IMPROVE] The values average response time to first answer and average time until a ticket is done can now be optionally enabled/disabled for general statistics

    Version 1.0.11 compatibility

    • WSC 5.4
  • Version 1.0.10

    Adjustments

    • [NEW FEATURE] When creating a ticket by a Moderative user, he can assign the ticket directly to himself with an option.
    • [NEW FEATURE] When merging multiple users, the tickets, the ticket messages, and the service level agreements are now automatically assigned to the new user.
    • [NEW FEATURE] Tickets can now be merged.
    • [NEW FEATURE] For each category, an opening time (weekday, as well as a time from/to) can now be specified at which new tickets can be created.
    • [NEW FEATURE] Tickets can now be created in the name of another user / a guest - Controlled by two new Moderative permissions
    • [IMPROVE] Adjustments to the importer so that the new functions can be imported as well
    • [IMPROVE] If a guest ticket was deleted, the ticket creator received a link to the deleted ticket with the notification, which no longer existed due to the deletion.
    • [BUGFIX] General text improvements / spelling errors corrected.
    • [BUGFIX] In case of a service level agreement the username was not updated if the user was renamed.
    • [BUGFIX] When updating the ticket system, the user permission for the input fields was not inserted.
    • [BUGFIX] The counter for the assigned tickets was not updated when deleting a ticket.

    Version 1.0.10 compatibility

    • WSC 5.4
  • Version 1.0.9

    Adjustments

    • [BUGFIX] When saving an automatic reply, the user was saved correctly but had to be re-entered when editing it
    • [BUGFIX] When assigning a ticket by default via the category settings, the ticket creator was incorrectly used instead of the system for the Moderative Messages. This additionally gave an error for guest tickets
    • [BUGFIX] When sharing a ticket, the user cache was not reset

    Version 1.0.9 compatibility

    • WSC 5.4
  • Version 1.0.8

    Adjustments

    • [BUGFIX] The permission of the input fields was not always observed correctly
    • [BUGFIX] When the ticket system was updated, two user group permissions were missing for the input fields and completing tickets
    • [BUGFIX] The search index was not created correctly. After the update, the search index for the ticket system should be updated in the ACP under Update display
    • [BUGFIX] It could happen that during an import the last answer was stored incorrectly in the database. If this is the case, the display in the ACP can simply be updated once

    Version 1.0.8 compatibility

    • WSC 5.4

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