Support Tickets

• Auto Close Tickets

  The system offers you the ability to auto close inactive tickets for a certain time. This option is located in Setup->Settings->Cron Job->Tickets, you can enter time number of ho...

• Setup Ticket Form

  Embeddable ticket form is a predefined form for tickets added in version 1.8.0 which you can add to your websites with an iframe and when a user submits the form the ticket will automatically open a ticket in the system. You can u...

• Allow access to tickets to non-staff members

  By default access to tickets to none staff members will be disallowed. If you need want to allow access go to Setup->Settings->Tickets and set Allow access to tickets for none ...

• Ticket Services

  Ticket services is a feature in Perfex CRM that allows your customer to select to what service/product this ticket is related when opening a new ticket. Eq. Product/Service 1 Product/Se...

• Private staff notes

  To add private ticket note open the ticket and click on the Notes tab from on top.Ticket notes are only visible to staff members so they can collaborate together if multiple assistance is required....

• Allowed file extensions

  For the support feature allowed file extensions are separated from the global system allowed file extensions. To configure the support ticket file extensions navigate to Setup->Settings->Ticket...

• Maximum ticket attachments

  Go to Setup -> Settings -> Tickets -> Maximum ticket attachments to adjust maximum tickets attachments....

• Knowledge Base Link

  When replying or opening ticket click on the button Insert knowledge base link. A popup modal will be opened you only need to click on the plus icon to insert into the reply field, the link will be inserted where your ...

• Predefined Replies

  Setup some predefined replies that you are using very often so you wont need anymore to type it again and again. Go to Setup -> Support -> Predefined Replies. When replying or opening...

• Change ticket status without making reply

  You can change the ticket status without making the reply. Open the ticket you want to change the status and on the top right side select the desired status.Status will be updated automatically after change you don't need to sav...

• Statuses

  You can easily customize ticket status by going to Setup->Support -> Ticket statuses The system come with general predefined statuses which you cant delete them because they ...

• Priorities

  You can easily customize ticket priorities by going to Setup-> Support -> Ticket priority Some customers will always choose the HIGH priority but feel free to organize for your needs...

• Ticket Email Templates

  You can easily customize all ticket email templates by going to Setup -> Email Templates -> Tickets Here is a list for all ticket email templates: New Ticket Opened (Ope...

• Open Ticket from Admin Area

  To open new ticket click on the sidebar menu item Support -> New Ticket Select assignee. (Default is you and also you can set it to none) Select customer Select department Select...

• Email Piping / Auto Importing Tickets

  Email Piping is a feature to auto open or reply to ticket from email....

• Departments

  You can setup support departments by going to Setup-> Support -> Departments. NOTE: If you want to receive ticket emails you need to belong to the departme...