Support Tickets
Email Piping / Auto Importing Tickets
Email Piping is a feature in our CRM to auto open or reply to ticket from email. You can’t use both methods for auto importing tickets. You need to configure only 1 method (cPanel Forwarders or IMAP) depends on your requirements. On your mail server ...
Open Ticket from Admin Area
To open new ticket click on the sidebar menu item Support -> New Ticket Select assignee. (Default is you and also you can set it to none) Select customer Select department Select desired priority Add ticket subject Add ticket message To and Email ...
Ticket Email Templates
You can easily customize all ticket email templates by going to Setup -> Email Templates -> Tickets Here is a list for all ticket email templates: New Ticket Opened (Opened by staff, sent to customer) – (Sends to customer when ticket is opened from ...
Priorities
You can easely customize ticket priorities by going to Setup-> Support -> Ticket priority Tickets priority are feature in Perfex CRM to easily anwser and check the tickets by priorities. Some customers will always choose the HIGH priority but feel ...
Statuses
You can easily customize ticket status by going to Setup->Support -> Ticket statuses Perfex come with general predefined statuses which you cant delete them becuase they are around the application. You can only change the name. While listing ticket ...
Change ticket status without making reply
You can change the ticket status without making the reply. Open the ticket you want to change the status and on the top right side select the desired status. Status will be updated automatically after change you dont need to save any changes. No ...
Predefined Replies
Setup some predefined replies that you are using very often so you wont need anymore to type it again and again. Go to Setup -> Support -> Predefined Replies. When replying or opening to ticket click on the button Add predefined reply. A popup modal ...
Knowledge Base Link
When replying or opening ticket click on the button Insert knowledge base link. A popup modal will be opened you only need to click on the plus icon to insert into the reply field, the link will be inserted where your cursor currently is pointed in ...
Allowed file extensions
For the support feature allowed file extensions are separated from the global system allowed file extensions. To configure the support ticket file extensions navigate to Setup->Settings->Support-> Allowed file extensions. The file extensions added ...
Private staff notes
To add private ticket note open the ticket and click on the Notes tab from on top. Ticket notes are only visible to staff members so they can collaborate together if multiple assistance is required.
Translating ticket priorities and ticket statuses
Ticket priorities and ticket statuses are stored in the database, however, with Perfex CRM you have the ability to translate them based on their ID. Note that changing the name from the admin area won’t affect how will be shown to the customers/staff ...
Ticket Services
Ticket services is a feature in our CRM that allows your customer to select to what service/product this ticket is related when opening a new ticket. Eq. Product/Service 1 Product/Service 2 Product/Service 3 When your customer will open the ticket ...
Allow access to tickets to non-staff members
By default access to tickets to none staff members will be disalowed. If you need want to allow access go to Setup->Settings->Tickets and set Allow access to tickets for none staff members to YES
Setup Ticket Form
Embeddable ticket form in Our CRM is a predefined form for tickets added in version 1.8.0 which you can add to your websites with an iframe and when a user submits the form the ticket will automatically open a ticket in the system. You can use this ...
Auto Close Tickets
Our CRM offers you the ability to auto close inactive tickets for a certain time. This option is located in Setup->Settings->Cron Job->Tickets, you can enter time number of hours that must be passed from the last ticket reply in order the system to ...