TicketLink

Looking for the best way to effectively manage your customers issues and overall communication, standardize your support process and decrease the average time to resolve support issues? Meet H&O's TicketLink, the seamless-integration module for linking the popular support- and helpdesk tool eTicket to your Magento-based webstore. Take full control of your company inbox and track, route and manage customer support requests without having to leave the familiar Magento-Environment!

All-in-one-place

You will never loose important information. New, incoming, outgoing, 'marked as closed', it's all here. Searchable too, so finding that particulair message is easy!

Automatic Linking to Customers

Ticketlink extends Magento's default customerprofile-system, so customers won't have to register again when in need for help. It even links incoming messages automatically to your customers by emailadress!

And more

• All features of eTicket stay completely intact
• Fully skinned for Magento
• No separate login for eTicket
• Automatic linking for incoming tickets to customer's profile (identified by email address).
• Easy to use 'ticket overview'-page including rich filtering options.
• Ticket creation by email (sending an email to .(JavaScript moet ingeschakeld zijn om dit e-mail adres te bekijken)), backend (representative) or frontend (customer)
• Representative: Access tickets via the 'ticket-overview'-page or directly by a client's profile-page
• Customers: Access tickets (and complete communication-history) by 'my account'-page
• Threaded message overview like gmail.
• Multiple department setup
• Attachements, allow users to send multiple attachments to the system and allow your staff to send attachments back as well, just like a regular email system.
• Allow captcha for more secure forms
• Receive emails via POP3 and the webforms integrated in Magento
• Send emails by using sendmail or by using SMTP.
• Use predefined responses to tickets
• Tickets can send their tickets with a certain priority.
• Limit users to open only a setup number of tickets at the same time.
• allow guest to post tickets and associate the tickets with their account once the user is registered
• Assign tickets to a representative to improve the workflow.
• Add private messages to a ticket for discussion with other representatives or for notes.