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Purpletree Helpdesk - Installation and ConfigurationPre-requisites PHP v5.6 or aboveIoncube Loader v6Installation InstructionsUnpacking by composer Update Magento’s composer.json If you haven’t done so already, change to your environment root directory.Enter the following commands to update it: composer require purpletree/helpdesk:1.0.0 --no-update composer update Wait for project dependencies to updateUnpacking from zip file Unpack .zip file inside app/code/Purpletree/Helpdesk/ directory.Folder Structure of extension in Magento2 would be like: Magento Root /app/code/Namespce/Modulename/controller Magento Root /app/code/Namespce/Modulename/block.Similarly other directories [email protected]

Installation FinalizationFrom shell/command prompt, run following commands on Magento root directory:php bin/magento setup:[email protected]

Configuration instructionsOn successful installation, a new Menu and submenu will appear in Magento Admin panel withname of Helpdesk.It will have following sub menus: Ticketso All Tickets Settingso Departmentso Statuseso [email protected]

Initial Configuration and Enabling the Extension Go to Helpdesk Configuration. In “General Configuration”, Set “Module Enable” to Yes. Now Enter License key you get with this extension in License key field. (required field)If you haven’t received license key, please contact our support team. E-mail – Email id of admin for communicating with any customer. (required field) E-mail Notification to admin – Send email to admin on each ticket generation and oneach reply by Customer, set it to Yes or No E-mail Notification to Customer – Send email to customer for each reply by admin, set itto Yes or No Important: After changing options make sure you refresh your Magento cache.Note: Valid License Key is required to save any configuration changes. Please purchasethe extension to get a valid License key. Contact [email protected] [email protected]

Managing DepartmentsAdd/Edit/Delete departments which can be assigned to any ticket. Add any new department just by clicking Add new Department on top right. To edit or delete the department from the list, Select action for the same. Advance Filter can be used if the department list is long. You can export list of Departments in CSV or XML Format. Set Status to Yes for department to use it on tickets. Set sort order of the [email protected]

Managing StatusesAdd/Edit/Delete Status which can be assigned to any ticket. Add any new status just by clicking Add new Status on top right. To edit or delete the status from the list, Select action for the same. Advance Filter can be used if the statuses list is long. You can export list of Statuses in CSV or XML Format. Set Active to Yes for any Status to use it on tickets. Set sort order of the status wpa wpa [email protected]

Admin Tickets viewAn Admin user can manage tickets generated by customers. View list of tickets generated by customers. To view or delete the ticket from the list, Select action for the same. Advance Filter can be used for long list of tickets. You can export list of Tickets in CSV or XML Format.View/Reply to ticket by Admin There will be unique ticket number generated on ticket request by customer. All the communication chat between customer and admin will be visible here. If Customer attached any file or screenshot, same can be downloaded by admin. Ticket information is shown on right sidebar. Admin can reply from the text area. Admin can also attach any file with reply. File types allowed are pdf, doc, docx, xls, xlsx,csv, txt, jpg, jpeg, png, gif To change ticket information like Status, Department and Priority, change it fromdropdown and click on Save [email protected]

User Ticket Dashboard on [email protected]

Customer view for list of tickets To generate Ticket customer must be logged in. On Customer Dashboard new menu will be added in the last as “Helpdesk”. Customer can view list of tickets generated by them. Customer can view the ticket details by clicking on View button along with [email protected]

Ticket creation by user To generate new ticket, click on “Create Support ticket”. Enter Subject. Full Description of your problem. Priority – urgency for the support. Department – select from list. Order No – if support is required for any particular order number, enter orderno, else leave it blank. Add attachment to your support ticket. File types allowed are pdf, doc, docx, xls, xlsx, csv, txt, jpg, jpeg, png, gif Submit your ticket.View/Reply Ticket by user There will be unique ticket number generated on ticket request by customer. All the communication chat between customer and admin will be visible here. If Customer attached any file or screenshot, same can be downloaded by admin. Ticket information is shown on right sidebar. Customer can reply from the text area. Customer can also attach any file with [email protected]

File types allowed are pdf, doc, docx, xls, xlsx, csv, txt, jpg, jpeg, png, gifNote: A valid license is required for the extension to function. Please [email protected] if you have not received license after [email protected]

[email protected] Customer view for list of tickets To generate Ticket customer must be logged in. On Customer Dashboard new menu will be added in the last as "Helpdesk". Customer can view list of tickets generated by them. Customer can view the ticket details by clicking on View button along with each ticket.