Help Console

Support Ticket

The Support ticket system is used to better manage customer emails from a contact form placed in your storefront. For example, a contact us page.

Inbound tickets do not have a specific email address you can hand out. They cannot be created using your own email address, they can only be created by the contact us form which Ashop can provide you. To activate the Contact Us page, go to your content manager menu and select custom pages, you will see this page ready in your list. Tickets are then tracked via an individual number/code which is placed on every new inbound ticket. Each time you or your customer reply to this ticket it will continue to log in your admin with all it's history. This process will prevent spam from being received.

You can manage your tickets by changing their status (active, waiting, closed, delete).
Via the settings button, you can add a Name and Signature to your emails which will display to customers when your email is received.

Home page of tickets
Actions

Actions allows you to change the status of your tickets.
Active - Changes a status of a ticket from waiting or closed to active and places the ticket on the Tickets Home page list.
Waiting - Removes the ticket from your active list and stores the ticket until the customer replies (it will become active again). You can also find the ticket again by using the search button.
Closed - Removes the ticket from your active list and stores the ticket as closed until the customer replies (it will become active again). You can also find the ticket again by using the search button.
Delete - Removes the ticket from the system entirely.

Create

Create an Outbound Ticket - For creating a new outbound email to your customer. Your customer can reply and it will be received as an active ticket with all history.
Create an Inbound Ticket - For creating a new ticket directly sent to your active tickets list. This is used as a tool to remind you to send details to a customer for example.

Search

Search Text - Enter the keyword or phrase you will use to find the ticket(s) needed.
Date Criteria - Select the full date range which the ticket would have been last edited.
Search Fields - Select all sections of the ticket whcih you want to include in the search.
Search Options - Select the status of the tickets you want to search.

The results will appear as a new list where you can reply to them or change their status. After changing the status, you can click on "Ticket Home" to get back to the active tickets.

Search Tickets page

Detailed Ticket Page

Use the buttons in the top menu to REPLY, BACK (back to previous ticket list), PRINT, and DELETE this current ticket.

Detailed Ticket Page

Ticket - This is the trackable ticket ID. You can use this to search an old ticket. I will be placed in the subject line of your emails to customers so that a reply can be tracked back to this ticket in your admin.
From - The customers email address that you can reply to.
To - This is a hidden email address that only you see. It is used to reduce spam
Subject - The subject line of the email
Attachments - Any attachments your customer has sent you will be listed here.
Main message - This will contain the full email message your customer has sent.
Notes - You can use this field to store notes about this ticket, just for your own view. It's useful for reminding yourself of something to do for this customer.