Support Ticket Module

Hi there,

Just about to begin trialling JamRoom and one feature that I am very interested in is the Support Ticketing Module. Currently, we use a dedicated Ticketing system however, it's not very integratable to other systems without some crazy custom development. Not that I am looking at JR for this sole feature however, I am curious as to the flexibility on the following;

- Can the Ticketing Fields be custom? or Custom Fields be added? i.e: Agent can mark Ticket as a "Billable Event"

- Can Time Spent on the Ticket be captured and consolidated within the Ticket?

- Can the Ticket details (if selected) be exposed to a user or group profile? i.e: Group member can have "My Open Tickets" Widget?

- beyond this, can Ticket summaries be exposed in general? i.e: Current Open Tickets Today, This week etc? Closed Tickets.. Could use to demonstrate Customer Satisfaction

- Like/Thumbs Up "ratings" be applied and exposed?

Thanks in advance.. I hope to start a live trial within a few days and will certainly make the Premium purchase if it all works out!

..Rod



updated by @rscotland: 06/17/17 01:40:22AM

Hi Rod, welcome.

The docs on the Support Ticket module are here:

Docs: "Support Tickets"
https://www.jamroom.net/the-jamroom-network/documentation/modules/2046/support-tickets

You're interested in adding new form fields, so the thing you want is the Form Designer

Docs: "Using the Form Designer"
https://www.jamroom.net/the-jamroom-network/documentation/jamroom-admin-handbook/1275/using-the-form-designer

We've just put up a video on that subject in the Video Learning section:

Video Learning: "The Admin Handbook: The Form Designer"
https://www.jamroom.net/video-training/85/admin-handbook-the-form-designer

(just had a look)
The Form Designer is not currently enabled in the Support Tickets module, if it was, you would be seeing a Form Designer button here (screenshot)

So the module would need to be updated to allow for that, or another custom module built to tap into it via "Events and Listeners"


Docs: "Events and Listeners"
https://www.jamroom.net/the-jamroom-network/documentation/module-developer-guide/1011/events-and-listeners

So its not impossible, but its also something thats best attempted after you have a grasp on the rest of Jamroom.

We do do sponsored customization on occasion. It might just be the case of activating the Form Designer, Id need to look into it to know for sure.

"- Can Time Spent on the Ticket be captured and consolidated within the Ticket?"
curently, no.

- Can the Ticket details (if selected) be exposed to a user or group profile? i.e: Group member can have "My Open Tickets" Widget?
also currently does not exist.

- beyond this, can Ticket summaries be exposed in general? i.e: Current Open Tickets Today, This week etc? Closed Tickets.. Could use to demonstrate Customer Satisfaction
Here on jamroom.net we use the forums for anything anyone thinks is open enough for everyone to see along with levels:
- No solution
- Solved
- Completed
- Closed
- Investigating
- In Progress
- User Tip

So the Forums on our profile get used for public customer support issues. The tickets system is totally private, so its for stuff, like "send me your password" or private things. as such, we havent built anything that displays the tickets publicly. They are all stored in the datastore though, so they can be accessed via the {jrCore_list} system

Docs: "{jrCore_list}"
https://www.jamroom.net/the-jamroom-network/documentation/module-developer-guide/89/jrcore-list


If thats what you want to do.

Yes like/thumbs up ratings can be exposed.

Basically all modules get a "datastore" to store their stuff. you use {jrCore_list} to make lists of that stuff to show to your users.

users put things onto their profile. that stuff is stored in a datastore, you choose what you want to show off, and build lists of it.

Its a very extensible system.

If you use Jamroom Hosting, you dont need the Premium, all modules are available to you for as many websites as you care to build.

Jamroom Hosting
https://www.jamroom.net/hosting

Premium is recommended if you want to use some other hosting for whatever reason.