Support desk

Tickets from clients and visitors, departments with their own mailboxes, a knowledge base and announcements.

Departments

System → Support desk → Departments. The installer creates one department named Support with the owner's email address so clients can open tickets right away; rename it or add others such as Billing or Sales. Each department has a sender address, an optional POP3 mailbox (see Email), an assignment rule, a signature and a flag that decides whether clients can choose it. A department with no public flag is only used by staff.

Tickets

• Clients open tickets from the client area, optionally about a specific service, domain or invoice, with attachments within the limits set for the support desk.
• Visitors without an account use the public support page; their ticket is confirmed by email and reached through a private link.
• Staff open tickets on behalf of a client or a guest, reply, add internal notes clients never see, merge tickets, change department, priority and status, and close or reopen them.
• Priorities and response targets per department show how long a ticket has waited for staff; the overview highlights overdue ones.
• Replies go out by email; a client's email reply lands on the ticket through the department mailbox.
• Addresses that abuse the desk can be blocked.

Knowledge base and announcements

Customers → Knowledge base holds categories and articles shown on the storefront and in the client area; a department can be linked to a category. Customers → Announcements publishes news to the storefront and the client area.

Settings

System → Support desk sets attachment limits, message length, how long a closed ticket can be reopened by a reply, whether staff names are shown to clients, and whether clients may choose a priority.