Getting Started for Case Module Admins

Owned by Apostolos Karakaxas
Last updated: Dec 18, 2016
1 min read

For setting up your ticketing system you must configure the Case module.The configuration consists of:

  • Setting up the cases types, statuses and extra fields you might require
  • Defining your support email account your customer can use for their requests
  • Configuring the ticket form that will be available in your Storefront
  • Configuring the email templates
     

Customer Support

interworks.cloud platform can address the issue of collecting feedback from customers in the form of incidents, or tickets, and facilitate the incident, internal life-cycle, management. This can be achieved through the dedicated 'Support' module, which can be enabled as an addon on various interworks.cloud platform editions. On this page, we will describe the feature and provide adequate information for configuring the module.

Customizing Case Fields

In BSS > Setup > Support > Cases there are options for customizing the case parameters

Configuring Storefront Ticket Form

This article describes how you can configure the ticket form in Storefront in order to collect from your customers the information you need for the ticket resolution.

Configuring Email Templates

The system sends automatic emails to your customers when the submit a ticket via email or via the Storefront. These emails can be re-branded based on your organization identity.