New - Support Tickets Module

I have just updated our Marketplace here with the brand new "Support Tickets" module. This is the same module we've been running here for months on Jamroom.net to provide ticket support to our VIP Premium Support subscribers:

https://www.jamroom.net/the-jamroom-network/networkmarket/159/support-tickets

It offers a number of powerful features in a simple, streamlined interface including:

• Quota Config for priority options and access (i.e. give specific Quotas access to the create tickets, as well as designate which Quotas are marked as "priority" tickets).
• Integrates with Mailgun which allows you and your users to simply "respond" to Support Tickets, and the response will be updated in the ticket online.
• Setup multiple email addresses in Mailgun - all are routed to the Support Ticket interface.
• "Follow" tickets that are important, even if they are not priority tickets.
• Blocked Senders configuration

The Support Tickets module makes it easy to upgrade your site support and get a better handle on sales and support.

Jamroom subscribers have immediate access to the module - let us know if you have any questions about the new Support Tickets module.

We hope you enjoy using it!



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Brian Johnson
Founder and Lead Developer - Jamroom
https://www.jamroom.net
updated by @brian: 02/15/15 10:04:25PM

Great job guys!

Thanks Dazed


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Brian Johnson
Founder and Lead Developer - Jamroom
https://www.jamroom.net

grabbing it now

I should add that we have documentation on setting up the Support Tickets with Mailgun:

https://www.jamroom.net/the-jamroom-network/documentation/modules/2046/support-tickets


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Brian Johnson
Founder and Lead Developer - Jamroom
https://www.jamroom.net

actually I need to get that setup. I want to boot sendgrid but you mentioned there needs to be a change to postfix on my server.

Yeah - basically the /etc/postfix/main.cf config file just needs to be changed out to the Mailgun settings instead of SendGrid. Let me know when you have an active Mailgun account and I can help you change it over.

Hope this helps!


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Brian Johnson
Founder and Lead Developer - Jamroom
https://www.jamroom.net

I set this up for one of my sites. I'm not using mailgun. It sends emails to ALL admins? Might be nice to be able to configure the email address, maybe by quota. How does it generally work without mailgun?

Logged in as master admin, I went to domain.com/ticket/create and submitted a ticket (no send to email). Then it send emails to all profile emails. It's probably something I did; I guess a normal user would send a support ticket. When a normal user does send a ticket, does it email all profile admins?
updated by @blindmime: 10/23/14 08:18:40AM

Yes - right now it would email all admin users.


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Brian Johnson
Founder and Lead Developer - Jamroom
https://www.jamroom.net

I suggest a configuration for support ticket admin email. By quota would be nice. In my situation I have 20 profile admins who manage clients in a marketing/printing company. I would like to assign one to handle the support tickets.

I'd too vote for this, but this module is still very new out in the wild and am sure it will be added.

Brian, any word on if/when this might be adjusted?

The Ticket module already allows you to turn off notifications on a per-user basis (in the user's "notifications" tab) - is it that you don't want them to be able to turn it back on or have control over that?

Thanks!


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Brian Johnson
Founder and Lead Developer - Jamroom
https://www.jamroom.net

If I understand correctly every admin user gets emailed when a support ticket comes in, I think he wants to limit that to only one admin receiving them.

Yeah - that's correct. He should be able to go into the "Notifications" section for the other users and turn notifications for the Support Ticket module off.

Hope this helps!


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Brian Johnson
Founder and Lead Developer - Jamroom
https://www.jamroom.net

This requires me to go into the notifications of every admin, profile admins and master admin, and turn off the notifications for this module. I'm assuming I will need to this again for every new module I install with notifications like this. I would rather the notifications were off by default and then turn them on as I wish.

It's just a thought.

And again, it would be a really great feature for this module to be able to assign notifications to an admin user based on a quota. For instance, I might assign Jon to get ticket notifications from users in the Dancers quota and Jill receives ticket notifications from users in the Labels quota.

For your first part, I think you're using "admin" accounts in a way they are not really setup for - i.e. "I want these users to be admins but I want to control what they can/cannot do" - the idea of an admin account is that they basically function as a master admin but just can't mess with ACP stuff. So I'm just not sure how to make that work for you in an easy way other than turn the notifications off (which you can do right now). Notifications default to email, which we want otherwise most of our users will wonder why email is NOT working for them after they have enabled a module and are trying out a new feature.

The second part I will take down as a feature suggestion, although making it part of the quota also runs counter to the idea of the admin user being aware of what's happening on the system, but I will see if there's a way to get the desired effect.

Thanks!


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Brian Johnson
Founder and Lead Developer - Jamroom
https://www.jamroom.net

Just my feedback, for what it's worth. I would expect the Master Admin to get all notifications by default, but not the profile admins. I don't see them needing notifications on every module when I don't want them "messing with ACP stuff" anyway. I'd rather assign them specific tasks as needed. Again, just a thought. I'm running over a dozen jamroom websites and just trying to minimize admin tasks if possible. Maybe I am stretching its bounds a bit. Hopefully I'm not too annoying.

Oh no - you're definitely not annoying - your feedback is really appreciated, and I want to be sure what we end up doing with the module is flexible enough to work for what you want.

I've got some ideas here on how to make this setup more flexible - including:

- allowing you to configure it to handle more than 1 email address (i.e. so you could have "sales" and "support" addresses).

- new "routing" that will allow you to create new inboxes (tabs) based on the incoming email address AND URL arguments (since in Mailgun you could add a URL parameter that could be watched for).

- turn on/off notification for specific "routes"

Basically what I'm hoping to do is enable a wide range of flexibility with minimal coding by letting the master admin setup "rules" for the inboxes - this would include notifications as well.

Let me know if that sounds good - I've got it on my todo list.

Hope this helps!


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Brian Johnson
Founder and Lead Developer - Jamroom
https://www.jamroom.net

I like where you are going Brian.

Yes, rules would todo it.

Just an update on this that this is still in the works - it's trickier than I thought it would be. I just pushed out version 1.1.0 with some fixes and feature updates as I didn't want to "sit" on those waiting for the other work, so just an FYI that it is still on my TODO.

Thanks!


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Brian Johnson
Founder and Lead Developer - Jamroom
https://www.jamroom.net