OS Tickets

July 4th, 2011

OS Tickets is a professional Joomla 1.5 & Joomla 1.6 support tickets /helpdesk extension developed by Ossolution Team. It is written based on powerful Joomla / Nooku framework and provide you an easy to use, features rich system to support your customers.

Features :

– Nested categories: OS Tickets allows you to define unlimited categories in unlimited depth level. For each category, you can assign a manager to that category and when customers submit tickets to that category, managers will receive notification about the ticket. He can then work on the tickets or assign it to one of the staffs in the system. If no manager is assigned to the category, the administrator will receive notification when ticket submitted.

– Different user groups with different permissions: Administrator, Manager, Staff, Registered User.

– Manage tickets from both front-end and back-end: With front-end management feature, you can assign tickets to your staffs and allows them to work on these tickets without having to give them access to the back-end of your site.

– Different ticket filter options: Filter by category, filter by status, filter tickects have / don’t have response from customers… . That help us find / manager tickets much easier .
Assign ticket to staffs : Administrator or Ticket managers can assign ticket to staff . When ticket assigned to a staff, he will receive notification and can login to front-end of the site and work on the assigned tickets.

– Powerfull custom fields feature : OS Tickets allows you to create custom fields (text input, text area, dropdown, checkbox…..) and assign these custom fields to categories. Each support category can has it’s own custom fields . When customers submit support ticket to a category, they will be able to enter data for all additional custom fields which you created for selected category.

– Multiple attachments per ticket : When customers submit ticket or reply to a ticket (adding a comment), they can upload multiple attachments to the message (the maximum number of attachment per message can be configurable from configuration section of the extension).

– Smart ticket navigation : When you work on a ticket, you can easily navigating to next, previous ticket in the list without having to access to the ticket lists .

– Powerfull search feature : You can search for a support ticket by sumitter user name, email, user ID, can search by ticket subject, description. You can search for tickets assigned to a staff, tickets managed by a manager…..

-Tickets statistic : When you access to ticket management screen, you will see a status filter which display number of ticket corresponding to that status next to it (usefull feature, I think 🙂 ).

– Signature support : Support members can add signature to his profile and when he replies to a ticket, the signature will be appended to his comment automatically .

– Customers feedback : The extension allows customers to rate and leave feedback