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Support Tickets
The more you know, the further your business will go.



Auto Close Tickets

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 the time or number of hours that must be passed from the last ticket reply, in order for the system to auto close the ticket.

Keep in mind that the system will only auto close tickets with the following statuses: Answered, Open and any other custom statuses you add for tickets in Setup->Support->Ticket Statuses

After the ticket is auto closed, the system will send an email to the customer informing them that their ticket is closed, you can navigate to
Setup->Email Templates and edit the email template with name “Auto Close Ticket” to format the contents to fit for your needs, you can even disable this template if you don’t want your customers to be informed when the ticket is auto closed.

You will need to have properly configured cron job in order for this feature to work.

Disable Auto Close Tickets

If you want to disable the auto close tickets feature, navigate to Setup->Settings->Cron Job->Tickets and set Auto close ticket after to 0.
Setup Ticket Form

The embeddable ticket form in CRM is a predefined form for tickets, 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 form eq. as a way for your customers to contact you or offer support via this form on multiple websites.

Imagine you have 5 websites, you can embed the form in all 5 websites, and all the form submits will be created as a ticket in your CRM installation, in this case all your staff members/sales agents will be able to view the requests send and take appropriate actions in no time. If the email field in the ticket form already exists as a contact in CRM under a specific customer, the system will auto add this ticket to this contact.

You can even add custom fields in the form, in Setup->Custom Fields if you create a custom field that belongs to tickets, a new checkbox will be shown at the bottom Show on ticket form, tick this checkbox if you want this custom field to be shown on the ticket form.

The form URL can be found at Setup->Settings->Support->Ticket Form.

The system will automatically show you a sample iframe embeddable code, which you can copy and paste in your website.

Passing department ID in URL

If you are using the ticket form to a multiple URL’s, where on each URL you need to send the ticket to a different department, without the user that is filling the form knowing this, you can pass parameter in the ticket form URL to achieve this.

For example, let’s assume you have 2 different departments, Billing and Technical Questions, and the ticket form is placed on different landing pages or sections on your website, corresponding to the department, and you want, each time, the user fills the form e.q. on Billing landing page or section, the ticket to go straight into the Billing department without the user knowing this.

The first step you need to make is to get the department ID in Setup->Support->Departments, on the table first column you will be able to see the department ID, for this example let’s assume that your Billing department has an ID with number 1.

After you get the department ID, you should modify your ticket form URL to https://your-crm-installation.com/forms/ticket?department_id=1

If you visit the URL you will be able to see that the department field is hidden but the Billing department will be pre-selected and the ticket will go straight to the Billing department.

You can repeat this step for an unlimited number of departments, you will only need to change the department ID parameter.

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