WoltLab Cloud Ticket System 5.5 5.5.1

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

  • Version 5.5.1

    Adjustments

    • [BUGFIX] Fixed cache issue which caused fields to not always show up immediately after creating a category
    • [IMPROVE] Adjusted database PIP

    Version 5.5.1 compatibility

    • WSC 5.5
  • Version 5.5.0

    Adjustments

    • [NEW FEATURE] New user permission 'Maximum number of created tickets within 24 hours'
    • [NEW FEATURE] New group permission how long the title of a ticket can be ( 1 - 255 characters)
    • [NEW FEATURE] New it is possible to react on ticket messages
    • [NEW FEATURE] New it is possible to extend the Service-Level-Agreements via a plugin to extend
    • [NEW FEATURE] New it is possible the service level agreements on the same ticket can be repeated
    • [IMPROVE] Notifications of status changes and moderate messages are sent for tickets from guests only if the ticket was read by the guest once with the link in the confirmation email or the ticket is older than 24 hours.
    • [IMPROVE] Modernizations and adjustments for WSC 5.5

    Version 5.5.0 compatibility

    • WSC 5.5

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