3. Configuration

1. Email Account

Warning

It’s mandatory to configure at least one Email account to use this tool in CRM > Tools > Email Management> Email Account

Each email account have to be understood as an identity used for communication.

Emails will be sent using this email account when you answer to a ticket.

For each email account, you can configure the email settings and also a signature.

The signature will be used as a default when a customer answer to a ticket.

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Email settings:

Please note that these settings are usually provided by your  email account provider.

Account
display name Enter a name used for this account in each menu of CRM Ticket.
Store
Choose the Magento’s Store associated with this account (This information is used for routing emails)
Account type
Select IMAP or POP, it’s the communication protocol with the incoming server Use SSL/TLS Use SSL or TLS if you want to secularize e-mail transfers.

Please check if your email provider support this Incoming server (Host) Enter the url or the IP address of the Host. It’s usually pop.myhost.com or imap.myhost.com Incoming server port

Enter the server port. It change depending of the account type and the Use SSL/TLS settings.

Common values are : POP:110, POP+SSL:995 IMAP:143, IMAP+TLS:585, IMAP+SSL:993

Login
Enter your account Login. could be “john.doe@myhost.com” or just “john.doe” if host setting is “myhost.com”
Password
Enter your account’s password
Email’s default signature
Type the signature automatically put in each ticket response
Custom Email for response
Leave blank if you want to use the login as email for response, or type an other email address
Enabled
Tick the box if you want to use the cron with this account in order to import mail in ticket

One you have configured the settings, you can test tem using the Button “Test account settings”. If it work, you will get very fast a green a message “Your credentials are valid”. If you wait a while and you get a red message like “cannot connect to host; error = Connection timed out” or “No Network available” you need to contact your server administrator. Please note you need the Email’s standards port to be open by your server administrator to use this part of the tool properly.

Note

The button “Check messages” will be detailed in “7. Email gateway” section.

1. Configure a Gmail account

Official tutorial

If you encounter some problems of invalid login password even if you have the right ones, please activate this Gmail feature :

2. Categories

Categories are a very important part, enabling the automatic classification and routing of your tickets.

Creation

You can create as many categories as you want in :

See also

CRM > Tools > Ticket configuration > Category

Categories are stored and displayed  as a tree to enable you to order them very simply.

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Main options

  • has a name, to identify it
  • could have parent category (ex : SALES -> AFTER SALES)
  • could have a manager (a magento back office user). If there si no special routing rules, This user user will be selected by default ina  ticket of this category.
  • could be private : this category will not be visible on front form but will be usable in back office.
  • can have a default reply delay. Reply delay s a tool visible in the ticket grid.

Translation

Ticket category can be translated from version 1.3.6. It is only use on the form on the front the language is selected based on the store view configuration.

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Usage

The list of categories will be displayed in :

  • the contact form, before creating a ticket on the /contacts page on the Front end.
  • each admin panel CRM grid, to filter ticket by category of subcategory
  • the ticket edition in back end

Warning

in version 1.2 :  At least 2 hierarchical levels of categories should be created, or it will not work correctly on the contact form

Routing

The categories will be use to route ticket in the

When the ticket comes from an email :

See also

CRM > Tool > Email management > Email to ticket management

and

When the ticket comes from an the contact form on the front:

See also

CRM > Tool > Form management > Manager assignment

3. Default Reply

With CRM Ticket, you can configure default reply.

Default reply are predefined texts to answer quickly into a ticket thread.

You can create some default reply into : CRM -> Tool -> Ticket management -> Default reply

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You can define a “Name”, a “QuickReply short Name” and “Content”.

Name Enter a name for this reply. This label displayed into the default reply drop down list accessible upper the message area
QuickReply short Name Enter here a shortname. This shortname will be accessible in the quick action in the “All tickets” grid
Content Enter here the default reply, this text will be inserted into message body

4. Status

By default, a ticket can have 3 different status :

Waiting for admin
An customer has created a ticket or has answered in an existing thread and it’s the turn to the admin to answer.
Waiting for client
An admin has created a ticket or has answered in an existing thread and it’s the turn to the customer to answer.
Closed
the discussion is over for any reason, and this  ticket is no longer accessible to the final customer for modification

5. Routing rules

CRM Ticket allows you to assign some information automatically to a new ticket, depending of these rules.

There are 2 sources of tickets :

  • Email
  • Forms

You can define for each source, a routing rules :

  • Email : Go to CRM -> Tools -> Emails management -> Email to ticket management
  • Forms : Go to CRM -> Tools -> Forms management -> Email account assignment

1. Email routing rules

If you want to know how work this option, take a look at “7. Email Gateway” -> “3. Email routing rules”

Here is the link : http://documentation.boostmyshop.com/crm_ticket/7_email_gateway.html#email-routing-rules

2. Form : Manager assignment

Routing rules : Form - Manager Assignment

If you want to manage theses rules, go to CRM -> Tools -> Forms management -> Email account assignment

Here, you can view, edit and create new routing rules. Let’s take a look at the creating process :

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Routing priority Choose a priority for this routing rules : 1 priority 10. The priority will define in which order the rules are applied
Ticket category Choose a category for the ticket
Store Choose which web store
Manager Choose a manager

Manager assignments enables you to :

  • route ticket to a manager depending of the category selected in the form
  • prioritize these rules.

Ex :

You can define that the Manager “John” wil be affected automatically to any ticket relative to the category “Product return”

3. Form : Email account assignment

Routing rules : Form - Email account assignment

This matrix enables to define routing rules between a Category selected in the form and the existing Magento stores in order to assign automatically an email account.

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You can define a specific mail account for specific website and languages.

Ex :

Or you can assign all customer from the main website to one email account. You can choose and define what you want.

If a customer post a message on the store “MyBikeShop.com” for the category “customer service”, the email account “customerservice@mybikeshop.com” will be used as an identity to answer to the customer.

6. Configure Email Template

Configure Email Template

Each time you will answer a ticket, you can choose a type.

If you use the type “email”, an email is sent to a customer.

This mail will be formatted using the default template configured in :

System -> Configuration -> Ticket -> Notification -> Email Template

In order to edit the template, go to : System > Transactional email

If you don’t find it, you can edit the file : app/locale/XX_XX/template/email/CrmTicket/NotifyTicket.html

(where XX_XX is your language code)

We suggest you to customize this email template to fulfill your need.

These template has two specifics hidden flag :

"{{var responsetag}}"

This flag enable to cut only the last response of the customer while importing an email.

"{{var hashtag}}"

It is the “Ticket id” and it enable the Email gateway to route the email to the good ticket while importing it.

7. Basics tests

After configuring all the previous steps we suggest you to test the 2 entry points of the tool the forms and the emails

1. Form customer account tests

Customer account test :

  1. Login, in the front using a customer account on which you can access to the emails. In “My Tickets”, post a new ticket.

You have to :

  • choose a category
  • type a subject
  • choose “it’s about”
  • choose a priority
  • type your message (you can also include attachment)
  • and finally, click on submit
  1. Go in the admin back office and take a look at CRM -> All tickets

Check if :

  • if the ticket appears
  • if the information preselected matches with the rules you have defined in the Form routing rules (if you have created rules)
  1. Answer back to this ticket (if you have activated attachments, try to include one attachment)
  2. The customer shall receive an email including :
  • A link to answer
  • the chat history with the last admin response in first
  • the attachments optionally

Please check the email address of the answer. You will also see the signature if you have defined one.

  1. Clicks on the link in the answer, login with the customer account , answer to the ticket (and add optionally some attachments)
  2. Go in the back office (always in CRM -> All tickets) and check if the response appears (with attachment optionally)
  3. On the left tab, in status, choose “Closed” and save.
  4. Go back to the customer account, you can’t answer back to the ticket, but you can see the complete ticket history.

Congratulation you have done the first part of the basics test !

2. Email import test

Email import test :

  1. Use the Email account that you have already created, or configure an email account, test it and activate it.
  2. Send an email to this email address.
  3. Wait 15min the cron to get the new mails or click on Check message (if you want to do it manually). Go to CRM -> Tools -> Email Management -> Email account, select your email account and you will see the button on the top right.
  4. Go in the admin back office and check  if a ticket appears in the all ticket grid with the content of this email. All ticket grid is in CRM -> All tickets) Answer back to this ticket (if you have activated attachments, try to include one attachment)
  1. You shall receive an email (on your mailbox) including
  • a link to answer
  • the chat history with the last admin response in first
  • the attachments optionally
  1. Answer to this mail directly in your email software or website (like Gmail). (if you have activated attachments, try to include one attachment)
  2. Wait 15min the cron to get the new mails, or do it manually like step c).
  3. go back to the ticket, the response text your wrote shall appear as a new message with the attachment optionally.

You have done all basics test !

Great, now, you have learn how to use the basics functions of CRM Ticket and you will see everything is working !