Introduction Last updated: 2021-08-01

Ticketing Expert is a help desk system designed for small to medium sized companies. Customers could open tickets after creating an account, and staffs can reply to the tickets. A user with admin role can create staffs, departments etc.

This system could import tickets from email accounts too. Email inbox will be read using IMAP protocol.

Major features of the system are

  • Department wise tickets
  • Private and Internal notes
  • Ticket attachments
  • Import tickets from email using IMAP
  • Staffs to department assignment
  • Email notification for ticket opening and ticket reply
  • Multi language support

Demo Login Details:
Ticketing Expert URL : basic.ticketing.expert/login

Admin login details:
Username: admin@modulespanel.com
Password : admin1234
Admin can login and then create staffs. A user can login by registering with Ticketing Expert using their Email and password.

2. User Registration

  • A user have to login to Ticketing Expert to use the system.
  • A new user should register with Ticketing Expert using their Email and password.
  • Go to register section on right top corner of the home page to register.
  • Click on the register button and fill the required fields on the displayed page.
  • Then press Register.

  • User registration:
    Fig.2.1 User registration
  • After registration a verification Email will be sent to registered Email address. User have to verify the Email by clicking on Verify Email Address button.
  • After the verification, the page will be automatically redirected to the dashboard of Ticketing Expert.
  • User can re-login to the system with this Email address and password from the login page.

  • User login:
    Fig.2.2 User login

2.1 Reset Password

  • If anyone want to reset their password or have forgotten the password, they can use the forgot password link below the login credentials.
  • After clicking on forgot password link user should provide their registered Email address for receiving the password reset link.

  • Password reset link:
    Fig.2.3 Password reset link
  • A password reset link will be sent to the registered email address of the user.
  • User have to open their Email and click on Password reset button.
  • A page with password reset fields will be opened and user can set their new password.

  • Reset password:
    Fig.2.4 Reset password

3. Profile

  • To view or update the profile there is a profile button on the top corner of the dashboard.
  • When clicked on the profile button, a page with profile details will be displayed. You can modify your profile details from here.
  • If anyone want to change the password from the profile section, provide the old password and then the new password. Otherwise keep the password fields empty.

  • Profile:
    Fig.3.1 Profile

4. User Area

4.1 Tickets

  • The picture below shows the dashboard of user panel in Ticketing Expert.

  • Tickets:
    Fig.4.1 User Dashboard
  • User can see all the latest tickets from this page.
  • It also provides total count of tickets and count of tickets in different statuses.
  • A link for opening a ticket is provided in this panel.
  • User can search and filter tickets by ticket-id, subject, status, priority and departments.
  • They can view tickets with different statuses separately from this page.
  • Unread tickets will be shown in bold text.

4.2 Open Ticket

  • As mentioned above, a user can open a ticket using Open Ticket option.
  • To open a ticket, user have to select the department to which they are opening the ticket and the priority of the ticket. Also fill the subject and message and press Add.
  • A user can attach one or more files to the ticket in the allowed formats.
  • Whenever a ticket is opened a mail will be sent to the user’s Email with the ticket number.

  • Open Ticket:
    Fig.4.2 Open Ticket

4.3 Reply Ticket

  • A user can reply to a ticket by clicking on the subject of the ticket. When a user clicks on a ticket, a panel will be opened as below.
  • Here, user can add replies with or without adding attachments along with it.
  • User can view the ticket and the replies of user and the company staffs.
  • User can delete the ticket reply by clicking on the delete button shown on the right-hand side
  • There is a Modify and Notes option on this panel
  • Whenever a Staff replies to a ticket, User will get a mail to the registered email address indicating that a ticket reply has been added

  • Reply Ticket:
    Fig.4.3 Reply Ticket

4.4 Modify Ticket

  • By clicking on the modify link, the user can modify their tickets.
  • They can change the Subject, Priority and the Department to which the ticket is opened.

  • Modify Ticket:
    Fig.4.4 Modify Ticket

4.5 Add Notes

  • User can add private notes to their tickets by clicking on the notes link.
  • They can remove notes by clicking on the delete button.

  • Private Notes:
    Fig.4.5 Private Notes

4.6 FAQs

  • User can check FAQs(Frequently Asked Questions) from the top-bar of their panel or login page.
  • After clicking the FAQs link in top-bar, it will be redirected to FAQs page as shown below.
  • They can check FAQs under each categories from here.

  • List of FAQs:
    Fig.4.6 FAQs

4.7 Knowledge Base

  • User can check knowledge base from the top-bar of their panel or login page.
  • After clicking the "Knowledge Base" link in top-bar, it will be redirected to KB categories page as shown below.

  • KB Categories:
    Fig.4.7 KB Categories

  • User can check KB articles under each category by clicking on categories in this page.
  • It will display titles of all KB articles under the selected category. User can click on an article title to display the detailed article as shown below.

  • KB Article:
    Fig.4.8 KB Article

5. Staff Area

  • A staff can also do all the works done by the user.
  • Additionally, there are many works that can be done by the staff in the Ticketing Expert which is explained below.

5.1 Dashboard


Staff Dashboard:
Fig.5.1 Staff Dashboard
  • The staff is provided with a dashboard which gives detailed information about tickets opened to their departments.
  • It provides total count, count of tickets to be replied and average response time to a ticket which is in their department.
  • It also provides the details of tickets opened each day in the last week and count of tickets in each statuses with the help of maps.
  • It display the latest five tickets opened to their departments.

5.2 Open Ticket

  • A staff also can open ticket as explained in the user section.
  • But the only difference is that there is an additional field to select the user to which the ticket has to open.
  • When the staff open a ticket, a mail will be sent to user’s Email with the ticket number as explained in the user section. Staff or Admin can disable this mail from Email Templates section.

5.3 Web Tickets

Web Tickets:
Fig.5.2 Web Tickets
  • A staff has separate options to see Web tickets and Email tickets.
  • Web tickets are the tickets opened through Ticketing Expert.
  • They can see subject, status, department and priority of the tickets from this page.
  • Unread tickets will be shown in bold text
  • They can add tags to a ticket and see them below the subject of each ticket.
  • As explained in user section, they can see web tickets in different statuses separately.
  • A staff can only view the tickets opened to their own departments
  • They can filter the tickets by Priority, Status, Departments and Assigned to. Also a search field is provided to filter by ticket id, tags and subject.
  • A staff will get emails on following cases:
    • When a user open a ticket to their department.
    • When a user, staff or admin add a reply to a ticket that belongs to their department.
    • When a ticket is assigned to him.
    • When a user, staff or admin reply to a ticket that is assigned to him.
    Staff or Admin can disable these mails from Email Templates section

5.3.1 Reply Ticket

  • The process of replying and adding private notes to the tickets are same as explained in the user section.
  • In addition, admin and staff can use canned responses while replying to a ticket.
  • In the reply page, there will be a dropdown to select canned responses. If a response is selected, the predefined reply will be added to the reply area. You can send this reply by clicking reply button.

Reply Ticket:
Fig.5.3 Reply Ticket

5.3.2 Modify Ticket

  • The staff can also modify the tickets similar to the user.
  • In addition, they can change the status of the tickets and can assign the tickets to different staffs as below.
  • From this page, they can add different tags to a ticket.

Modify Ticket:
Fig.5.4 Modify Ticket

5.3.3 Add Internal Notes

  • A staff and admin can add internal notes to a ticket.
  • These notes will be visible to all staffs within the department of that ticket.
  • The main purpose of internal notes is to communicate with the team.

Internal Notes:
Fig.5.5 Internal Notes

5.4 Email Tickets

Email Tickets:
Fig.5.6 Email Tickets
  • Email tickets are the tickets opened via E-mail.
  • The users who are not registered with ticketing expert will open tickets to the department email address with the help of Email. The staff can view the tickets that belongs to their departments from here.
  • Staff can filter, reply, modify and add internal and private notes to the tickets same as explained in the web tickets section.
  • The reply will be delivered to the user's email address as a reply to their ticket.
  • If a user add a reply mail to the ticket, It will also be shown as the reply to that ticket in the staff's panel
  • They can also see the email tickets with different statuses separately.

Note: The Email Tickets option will be shown only if the admin has enabled the IMAP feature in the system.

5.5 My Tickets

  • There will be 3 options under My Tickets. Tickets opened by me, Assigned web tickets and Assigned email tickets
  • "Tickets Opened By Me" refers to the tickets that are opened by the current staff. They can see all the tickets that are opened by them, including the tickets opened to a different department that does not belong to them.
  • "Assigned web tickets" refers to the web tickets that are assigned to the current staff.
  • "Assigned email tickets" refers to the email tickets that are assigned to the current staff. As explained earlier, this option will be shown only if the admin has enabled the IMAP feature.
  • They can do all operations to these tickets as same as Email tickets and Web tickets.

5.6 User Management

  • The staff can View, Add, Update and delete users by clicking "Users" link in their panel
  • The list of all users will be displayed as shown below. There are links provided to manage users from here.

  • List of Users:
    Fig.5.7 List of Users

5.6.1 Add User

  • The staff can add a user by clicking add button provided in the users section.
  • They have to provide Name, Email and Password for registering a user.
  • When the user try to login with this user name and password, they have to verify their email address as explained in the user registration section

  • Add User:
    Fig.5.8 Add User

  • The staff can update a user by clicking update link provided in the corresponding user.
  • They have to provide the details that should be updated in the required fields.
  • They have to provide the old password in-order to update the password. Otherwise leave it as empty.

5.7 Email Templates

  • There are two types of Email Templates- System email templates and Custom email templates.
  • System email templates are used to customize different types of emails associated with the system. And the custom email templates are user defined email templates.
  • System email templates cannot be added in this system, but can be edited.
  • Custom email templates can be added, edited or deleted by the staff or admin.

  • List of Email Templates:
    Fig.5.9 List of Email Templates

  • Available system templates are:
    • Ticket opened : The mail that is sent to a user when a web ticket is opened.
    • Mail ticket opened : The mail that sent to a user when an email ticket is opened.
    • Ticket reply : The mail that is sent to a user when a reply is added by the admin or staff.
    • Ticket opened department : The mail that is sent to the staffs under a department when a ticket is opened to that department.
    • Department user reply mail : The mail that is sent to the staffs under a department when a user replied to a ticket under that department.
    • Department staff reply mail : The mail that is sent to the staffs under a department when a staff replied to a ticket under that department.
    • Ticket assigned : The email that is sent to a staff when a ticket is assigned to him.
    • Assigned to reply mail : The mail that is sent to ticket assigned staff when the user reply to that ticket.

5.6.1 Update Email Template

  • The staff or admin can update the email templates by clicking on the update link provided in each template.
  • They have to provide name, language, subject and message of the email according to the format given below.

  • Update an Email Template:
    Fig.5.10 Update an Email Template

  • If an email template is disabled, the email will not be sent during the curresponding situation.
  • The available merge fields that are given under the message box can be used in the template according to the given format. For example:
    • {$ticket_id} -> Ticket ID
    • {$user_name} -> The name of the person to whom the mail is sent.
    • {$subject} -> Subject of the ticket
    • {$department} -> The department to which the ticket is assigned
    • {$ticket_url} -> URL of the ticket

5.8 Canned Responses

  • Canned responses are predetermined responses to tickets.
  • Staff or admin can create canned responses by clicking on "canned responses" link on the panel and can be used when replying to a ticket.
  • The picture shown below is the listing of canned responses. It will have a name and a message.

  • List of Canned Responses:
    Fig.5.11 List of Canned Responses

5.8.1 Add/Update Canned Responses

  • The staff or admin can add or update the canned responses by clicking on the corresponding links provided in the canned responses page.
  • They have to provide a name and body of the message in this page and press add/update. The staff and admin can use them while replying to a ticket.

  • Add/Update Canned Response:
    Fig.5.12 Add/Update Canned Response

5.9 Error Logs

  • The staff or admin can see the error logs by clicking on the 'Error Logs" link given in the panel.
  • Errors occurring while validating IMAP and SMTP will be listed with detail.
  • To view the full error message, click on the errors.

  • Error Logs:
    Fig.5.13 List of error logs

    View Error Log:
    Fig.5.14 Error Log View

Note: Staff can also access Departments, Ticket Statuses, Tags and Knowledge Base only if the admin has given permission to them

6. Admin Area

  • An Admin also can do all the works done by the staff except opening a ticket. They can only View, Reply, Modify, Delete and Add private and internal notes to the tickets.
  • But the difference is that they can view all the tickets in all departments opened by staff and user.
  • Additionally, there are some more options available for admin.
  • Also, My ticket option is not available for admin.

Note: The Ticket area and some ticket general areas like Email templates, Canned responses and Error logs options of admin is same as staff or user.

6.1 Dashboard

Admin Dashboard:
Fig.6.1 Admin Dashboard
  • Admin is provided with a dashboard which gives detailed information about all tickets in the system.
  • It provides total count, count of tickets to be replied and average response time to a ticket which is in the whole system.
  • Ith also provides the details of tickets opened each day in the last week and count of tickets in each statuses with the help of maps.
  • It display the latest five tickets opened to the system.

6.2 Ticket Statuses

  • An admin can view the included ticket status details as below by clicking on Ticket Statuses link provided in the admin panel.
  • They can View, Add, Edit and Delete a ticket status from this page.
  • Admin can make this option available for staffs by changing the permission from Permissions section.

List of Ticket Statuses:
Fig.6.2 Ticket Statuses

6.2.1 Add/Update Ticket Status

  • The admin can a add a ticket status by clicking "Add" button in the ticket status page.
  • They have to provide a title, Status colour, and Text color to add a new status.
  • The status color and text color must be in hexa-decimal format.
    Reference : Color picker

  • Add Ticket Status:
    Fig.6.3 Add Ticket Status
  • To modify or Delete a ticket status click on the modify or delete button given in each statuses.
  • Whenever an admin or staff click on the Modify button, a page with the same fields as above will be displayed. Admin can enter the changes to the field and click Modify button.

6.3 Departments

  • An admin can View, Create, Edit and Delete a department by clicking on the "Departments" link in the panel.
  • A page that displays the available departments will be opened when clicking on the "Departments" link.

  • List of Departments:
    Fig.6.4 List of Departments

  • From this page admin can Add, Delete or Modify a department.
  • Admin can make this option available for staffs by changing the permission from Permissions section.

Go to SECTION – 7 IMAP to see the case when IMAP feature is enabled.

6.3.1 Add/Update Department (IMAP disabled)

  • To add a department, click on "Add" button in the departments page.
  • There will be 3 fields called Name, Description, and Email.
  • The Name and Email are mandatory fields, and after filling the required fields press Add button to add a department.

  • Add Department:
    Fig.6.5 Add Department

  • To modify the department, click on Modify button in the departments page. A page with same fields as above will be displayed. Edit the required fields and press modify button to modify the department details.

6.4 Tags

  • Ticket tags are useful for the purpose of enabling targeted ticket filtering by tags. For example, you could add a tag called "Bug" to quickly see a list of bug tickets.
  • Admin can add custom tags to use in the system from the tags section in the panel.
  • The picture shown below is the listing of tags. There will be different colors to different tags.
  • Admin can make this option available for staffs by changing the permission from Permissions section.

Tags:
Fig.6.6 List of Tags

6.4.1 Add/Update Tags

  • To add a tag, click on "Add" button in the tags page.
  • Admin have to provide a name, tag color and text color in this page
  • The tag color and text color must be in Hexa-decimal format.
    Reference : Color picker

  • Add Tags:
    Fig.6.7 Add a Tag

  • To modify a tag, click on Modify button in the tags page. A page with same fields as above will be displayed. Edit the required fields and press Modify button to modify the tag.

6.5 Staff Management

  • The admin can get the details of all staff registered with the system using "Staffs" link provided in the panel.
  • They can Add, Edit or Delete the staff from this sections.
  • Admin can analyse the performance of staff from this section

List of Staff:
Fig.6.8 List of Staff

6.5.1 Add/Update Staff

  • The admin can add a staff by clicking "Add" link provided in the staff page.
  • They should provide name, email address and password of the staff.
  • They can assign multiple departments to a staff by checking the checkboxes.

  • Add Staff:
    Fig.6.9 Add Staff

  • To modify a staff, click on Modify button in the staff page. A page with same fields as above will be displayed. Edit the required fields and press Modify button to modify the staff.
  • They have to provide old password in order to update the password. Otherwise leave password fields as empty

6.5.2 View Staff

  • The admin can get the details of a staff by clicking eye button provided in staff page.
  • They can get basic information of staff, Average response time of a staff to tickets, count of departments and lifetime statistics in each statuses.

Staff Statistics:
Fig.6.10 Staff Statistics

6.6 Settings

  • There are 7 settings in settings page- Imap, Attachment extensions, App name, System logo, Footer text, Privacy policy and Terms of use.
  • To change the settings, click the modify link given in each settings.

  • Settings:
    Fig.6.11 Settings
  • Imap: This is used to enable or disable Imap feature
  • Attachment Extensions:
    • Used to add attachment extensions to the system.
    • Whenever an attachment is added with tickets or replies, these extension rules are applied.
    • The extensions must be separated by commas.
    • Note that the extension must be in the valid formats.
      Eg: pdf,jpg,png
  • App Name: This settings is used to customize the App name. This name will be displayed in app bar if there is no logo provided.
  • System Logo:
    • It is used to set a logo to the system
    • The logo must be a transparent image of file type .svg or .png
  • Footer Text: Used to change the footer text of the system.
  • Privacy Policy:
    • Admin can add or update Privacy Policy using this settings.
    • This privacy policy will be displayed in the Privacy policy page.
    • Different styles for texts can be applied when adding privacy policy.
    • Added privacy policy can be accessed from the link provided in the footer of the system.
  • Terms of Use:
    • Admin can add or update terms of use using this settings.
    • This terms of use will be displayed in the Terms and Conditions page.
    • Different styles for texts can be applied when adding terms of use.
    • Added terms of use can be accessed from the link provided in the footer of the system.

6.7 Languages

  • To add a language to the system, click on the Add language link on admin area.
  • The language name must be in the same language.
  • The language code must be a two-letter keyword based on ISO 2 letter (Alpha-2 code, ISO 639-1) standard.
    Eg: en for English.
    Reference: Language codes

  • Languages:
    Fig.6.12 Manage Languages

  • After adding the language copy resources/lang/en.json file, paste to the resources/lang/(new language code).json file. And manually translate all codes in that file to new language.
  • Also copy all files in resources/lang/en folder and paste to resources/lang/(new language code) folder and manually translate all codes in that folder to new language.
    Example for spanish:
    "Language codes":"Language codes"
    TO "Language codes":"Códigos de idioma"

6.8 Permissions

  • Admin can change permissions of some settings from "Permissions" page
  • They can allow staffs to manage some options like Departments, Tags, Ticket statuses,Knowledge bases.
  • This options will be available in staff panel when admin enables them.

Permissions:
Fig.6.13 Permissions

6.9 FAQ Categories

  • In-order to add FAQs (Frequently Asked Questions) for users and public, admin should add FAQ categories first.
  • They can add FAQ categories from knowledge base section of admin panel.
  • Admin can make this option available for staffs by changing the knowledge base permission from Permissions section.
  • The picture shown below is the listing of FAQ categories

  • List of FAQ Categories:
    Fig.6.14 List of FAQ Categories

6.9.1 Add/Update FAQ Category

  • Admin can add a FAQ category by clicking "Add" button in FAQ categories page.
  • They have to provide a name for FAQ category and then press add.

  • Add FAQ Category:
    Fig.6.15 Add FAQ Category

  • To modify a FAQ category, click on Modify button in the category page. A page with same fields as above will be displayed. Edit the required fields and press Modify button to modify the category.

6.10 FAQs

  • After adding FAQ categories, Admin should add FAQs(Frequently Asked Questions) under each category from FAQs page
  • Each FAQ would have a question and its answer
  • It will be displayed in the FAQs page in the users and login page
  • Admin can make this option available for staffs by changing the knowledge base permission from Permissions section.

List of FAQs:
Fig.6.16 List of FAQs

6.10.1 Add/Update FAQs

  • Admin can add FAQs by clicking "Add" button in FAQs page.
  • They have to select a category first. Then provide the question and its answer in the corresponding fields.

  • Add a FAQ:
    Fig.6.17 Add a FAQ

  • To modify a FAQ, click on Modify button in the FAQs page. A page with same fields as above will be displayed. Edit the required fields and press Modify button to modify the FAQ.

6.11 KB Categories

  • In-order to add KB(Knowledge Base) articles for users and public, admin should add KB categories first.
  • They can add KB categories from knowledge base section of admin panel.
  • Admin can make this option available for staffs by changing the knowledge base permission from Permissions section.
  • The picture shown below is the listing of KB categories

  • List of KB Categories:
    Fig.6.18 List of KB Categories

    6.11.1 Add/Update KB Categories

    • Admin can add a KB category by clicking "Add" button in KB categories page.
    • They have to provide a name for KB category, Icon and a description in this page.
    • The icon must be a fontawesome icon. So they have to provide HTML code of fontawesome icons here
      Reference: Fontawesome.com

    • Add KB Category:
      Fig.6.19 Add KB Category

    • To modify a KB category, click on Modify button in the category page. A page with same fields as above will be displayed. Edit the required fields and press Modify button to modify the category.

    6.12 KB Articles

    • After adding KB categories, Admin can add KB articles under each categories.
    • These articles will be displayed to users and public to get a better understanding about the system.
    • It will have title and contents as shown below.
    • Admin can make this option available for staffs by changing the permission from Permissions section.

    List of KB Articles:
    Fig.7.3 List of KB Articles

    6.12.1 Add/Update KB Articles

    • Admin can add KB articles by clicking "Add" button in KB article page.
    • They have to select a category first. Then provide a title and its contents in the corresponding fields.
    • Additionally, they can provide a Page title, Meta description and Meta keywords for this page.

    • Add KB Article:
      Fig.6.3 Add KB Article

    • To modify a KB article, click on Modify button in the KB article page. A page with same fields as above will be displayed. Edit the required fields and press Modify button to modify the article.

    7. IMAP

    This application includes the IMAP feature. IMAP (Internet Message Access Protocol) feature allows to read tickets from this application that is opened through Email. You can reply to the ticket from the application and will be delivered to the user’s mail as a reply to their tickets.

    • To enable the IMAP feature, admin should go to the settings and enable it.
    • When the admin press edit link of IMAP settings, a page that will allow him to enable or disable the IMAP feature will be displayed as below.

    • Enable IMAP:
      Fig.7.1 Enable IMAP

    • After enabling the IMAP feature, go to departments section and add or update departments with IMAP server details and SMTP details.
    • The add and edit department page will be changed to the below format if the IMAP feature is enabled.
    • Admin and Staff(If permitted by admin) can change the department details

    • Add IMAP Details:
      Fig.7.2 Add IMAP Details

    • In the Add department page, provide only valid IMAP server details and SMTP details. Otherwise IMAP function will not work.
    • Use different Email and name for different departments. Tickets that opened to a specific department Email will be visible to Admin and staff in that department.
    • After providing the required details press the add button. The added departments will be listed as below.

    • List of Departments:
      Fig.7.3 List of Departments

    • Wait for maximum of 5 minutes to validate the IMAP and SMTP details.
    • After that refresh this page. IMAP status and SMTP status will become active only if the IMAP and SMTP details are verified. Otherwise go to the Error logs to see the error message.
    • There will be a separate link for IMAP tickets(as Email Tickets) in the navbar for staffs and admin. By clicking that link the tickets opened through Email are listed. Refer Email Tickets section to know more about IMAP tickets

    • List of Email Tickets:
      Fig.7.4 List of Email Tickets

    • By clicking on the tickets staff or admin can reply, modify and add private and internal notes to the tickets.

    • Reply Email Ticket:
      Fig.7.5 Reply Email Ticket

    • When a staff or admin reply to the ticket, the reply will be sent to user’s mail and will be visible as a reply to their tickets.
    • Also, when the user make a reply to the ticket from their Email, it will be visible as a reply to the ticket on the admin and staff panel.