DescriptionA helpdesk / support ticket system for your website
- Search through website based help documention
- Submit ticket bthrough the website
Using the module
Creating help pages1. Go to Sales->Configuration->Support Tickets->Help Pages
Managing help tickets1. Go to Sales->Customer Support->Support Tickets
Adds "Support Tickets" button in the top right button box.
Public, lists help groups and their help pages.
Public, Page where public / registered users can submit a support ticket.
Public, insert support ticket into database, send email to all follows of the tickets support category and redirect user to thank you page.
Public, thanks the users for submitting the ticket.
User, views a list of support tickets submitted by the logged in user.
User, views an individual ticket with the id <ticket>, shows error if the ticket is not owned by the logged in user.
User, Inserts support ticket comment into database and redirects user back to /support/ticket/view/<ticket> page.
Public, broken but it's meant to allow people to search for help pages.
Technical Support (website_support_tech_support): "Tech Support" ticket category.
Billing Issues (website_support_billing_issues): "Billing Issues" ticket category.
Open (website_ticket_state_open): A ticket that is new/open
Staff Replied (website_ticket_state_staff_replied): A ticket staff have replied to
Customer Replied (website_ticket_state_customer_replied): A ticket the customer has replied to
Customer Closed (website_ticket_state_customer_closed): The customer has deemed the issue fixed and has closed the ticket
Staff Closed (website_ticket_state_staff_closed): The staff consider the issue fixed or have not got a reply in a long time and have closed the ticket
Models / Fields
Tickets (support_ticket_ids): Support ticket list in the form of a button
Ticket Count (support_ticket_count): The amount of support tickets this customer has
website.support.help.groups (Support help articles are grouped together under a common title)
Help Group (Help Group): Name of the help group as displayed on the website
Pages (page_ids): List of help page articles that are part of this group
"Number of Pages (page_count): number of help page articles in this group
website.support.help.page (An individual help article)
Page Name (name): Name of the help page
Page URL (url): Auto generated url of the help page
Group (group_id): The help group this page belongs too
website.support.ticket (A support ticket)
Partner (partner_id): The partner this ticket belongs to if any
Person Name (person_name): The name of the person that submitted the ticket
Email (email): The name of the person that submitted the ticket
Category (category): The category of the support ticket
Subject (subject): The subject of the support ticket, remains the same throughout the life cycle of the ticket
Description (description): The initial content of the support ticket when it was first submitted
State (state): The current state of the support ticket, starts as open ends with closed
Conversation History (conversation_history): History of the conversation between various staff and the customer
website.support.ticket.message (A message in a support ticket conversation)
Ticket ID (ticket_id): The ticket this message belongs too
Content (content): the content of the message
website.support.ticket.categories (Categories a support ticket can be)
Category Name (name): Name of the category as seen in the support ticket submit webpage
website.support.ticket.states (The states a ticket can be in, starts as open, goes back and forth between customer replied and staff replied and finally closes when the issue has been resolved)
State Name (name): Name of the state as seen by staff
No Group ()
website.support.ticket: Read, Write and Create
website.support.ticket.message: Read and Create
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Nice module. Just a little modification.
Is there any way to put the attached file of the support ticket on the /support/view section of the web in order that the customer could download the data he previously uploeaded or the one that the support staff have attached on the backoffice?
Something like: <b>Attachment</b><br/><t t-esc="support_ticket.attachment_filename"/><br/> but it show the file for download it instead just the file name.