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Shopware, Europe’s leading e-commerce system for fast growing and medium-sized enterprises, is ‘the most complete’ e-commerce system in the market. Shopware’s Premium Plugin for ticketing helps companies structure their customer communication, for instance by providing a concise overview of all customer enquiries (tickets) and customizable e-mail templates for faster reaction times. Individual employees can be assigned to individual tickets and within the system a ticket’s status can be managed to track progress.


Find the Ticketing system in the Shopware backend: Customers > Ticket-System.

The plugin's window is divided into two tabs: Overview and Settings. This document will discuss both tabs and some of its advanced settings.






OVERVIEW TAB TICKET SYSTEM

The Overview tab presents the user a list of all tickets in a chronological order. Tickets can be filtered on Status or on Employee and additionally a Search bar is presented.


Within the Overview tab, each line corresponds with a ticket. The ticketing’s main actions are on the right, within the Actions column. Here one (from left to right) open the customer details, print the ticket, open the ticket or delete it.


By double clicking a line, the ticket’s basic information as displayed in the overview can be edited. At the bottom of the ticket overview, the panel can be expanded to have a preview of the active ticket.

shopware-ticketing-system



EDITING A TICKET

By clicking the pencil-icon in the ticket overview, you can edit the corresponding ticket. A new window will be opened with a detailed view.


In the upper part of the window, the actual ticket information is provided. This information will in practice originate from a connected web form.

shopware-ticketing-system-basic-ticket-info

In the middle section of the window, the ticket is being managed by the support employee. The panel provides four quick settings:

  • employee: assign the ticket to an employee;
  • locale: choose a shop here to find corresponding templates for fast answers;
  • e-mail notification: activate in order to disable e-mail notifications to the customer;
  • type of support.

The type of support provides the option to notify the customer by e-mail every time they receive a response on one of their tickets in their personal account (Via the support management) or allows you to send a response directly to the customer via email (Directly as an email to the customer).


The panel’s further settings are:

  • Customer email address: prepopulated with the customer's email address;
  • Cc: when a copy of the e-mail is required;
  • Load template: a dropdown menu for the loading of e-mail templates in the editor - please note that when the field already contains content, this will be overwritten when loading a template;
  • Status after answering - please note that when a ticket is closed here, the customer is no longer able to answer it;
  • Your sender address / name
  • Subject / Message
  • Attachments

shopware-ticketing-system-answer-panel



CONFIGURATION TICKETING SYSTEM

The ticketing system should be configured at various levels in order to work well. Initially, its basic configuration must be set up. Then, forms need to be created to feed the system. Finally, the system should be managed in the Ticketing system’s Setting tab.


The plugin’s basic configuration can be found at Configuration > Basic settings > Additional settings > Ticket system.


The Ticketing system’s basic configuration defines its master settings. The settings can be configured per shop:

  • please note that the notification of new / unanswered tickets is sent to the store’s owner e-mail address; if these e-mails need to be distributed, routing criteria need to be set up on the defined address’ mailbox;
  • please do not change the default value “22” at “Account - Ticket form ID”; this value corresponds with the ID of the form from Content > Forms.

The ticketing system is - when configured - fed by forms submitted (Content > Forms). Each form has its own internet address that can be used to link to, often through Shopware’s Shop pages or from a specific Category. When a form is required to not arrive in the ticketing system, add &forceMail=1 to its URL.


It is advised to configure the Ticketing system’s setting in the following order:

  • define the various Ticket types, e.g. general support ticket or return request;
  • map Shopware’s available forms to an available ticket type;
  • create standard responses to ease the answering of tickets; please note that the Shopware default standard responses may not be altered or deleted.

When a form field cannot be assigned to an available field in the Ticketing system, it will automatically be shown as additional fields in the ticket details.

shopware-ticketing-system-form-mapping



ADVANCED CUSTOMIZATION TICKETING SYSTEM

Shopware’s Ticketing system enables to access global variables and use them in the system’s e-mail communication with customers through the Ticketing system’s e-mail templates (Submissions). The most used available variables are:

  • Shop name: {$sShop|print_r}
  • Ticket ID: {$sTicket.id}
  • Type of ticket: {$sTicket.type.name}
  • Subject of the ticket: {$sTicket.originalSubject}
  • Message of the ticket: {$sTicket.originalMessage}
  • Assigned employee ticket: {$sTicket.employee}
  • Customer salutation: {$sCustomer.salutation}
  • Customer first name: {$sCustomer.firstName}
  • Customer last name: {$sCustomer.lastName}
  • Customer e-mail address: {$sCustomer.mail}

Here, also the e-mail’s header ({emailheader}) and footer ({emailfooter}) can be defined.


The template Customer notification (Kundenbenachrichtigung - registriert) is extended by adding “Alternative Direct-Access”: {sTicketDirectUrl}. This extension allows guest customers to receive a direct link to their ticket without the need to register.




Please visit the Shopware site for more information and the plugin’s official documentation