6. Ticket Edit Form

1. Edit ticket tab

This is the main screen to answer a ticket.

If the ticket was not affected to a manager, the ticket will be automatically affected to you.

All the section of the screen are collapsible.


1. Tickets Information

On this part of the ticket edition screen you have many important information :

Subject : the subject of the message (detailed below)

Status : the status can be changed manually by admin using this drop down list.

Date of creation

Dead line : the dead line is assigned by default  in

System > Configuration > CRM Express > Ticket > General > Delay to reply to tickets

Reply delay : Enable to customize the dead line

Product :  to associate a ticket to a product. this option is not enable by default in CRM Express because of the huge number of product potentially present in Magento database. You can set this option in CRM Express in :

System > Configuration > CRM Express > Ticket > General > Associate product to ticket

We recommend to use this option only if you have a small number of products.

Manager   : you can change the manager here to assign the ticket to another admin.

Category  : the category of the ticket.

Priority  : the priority of the ticket set by the customer.

Email account    : the identity use for sending email. Define also the signature used

CC email  : if you want to add to some  additional emails. please separate email addresses by a “;”

Store   : the store relative to the ticket

Invoicing status : TO FINISH

1. Subject

This is the subject of the ticket.

the edition of this field is optional using :

System > Configuration > CRM Express > Ticket > Ticket edit form options > Subject can be edited

You have a preview  of the subject in teh Ticket Grid.

When a ticket have been created using

  • a mail, we import the subject of the mail
  • a form, the subject have been else

    - written (optionally) by the customer

     - a predefined subject depending of the form customization, when you have integrated CRM Express to your site

2. Message History

Messages are displayed on right on the screen from the older to the newer message.

In each messages you have :

  • the message text
  • the attachments

When you are logged into the back office, you can delete attachments clicking on the red cross button.

Each message have :

  • a type (Email, site form, phone …)
  • an author (admin or customer)

 Depending of the author and the message type, messages will be displayed with different background color. You can customize these color in CrmTicket skin/adminhtml/default/default/CrmTicket.css

In the back office view, the name of the admin user that have answered to the ticket is displayed. Please note this information in not displayed in the customer view of the message history.

3. Answer to a ticket

You can answer to the last message using the WYSWIG editor.

If a signature exist in email account, the signature will be automatically added.

To send the message you need to press the “send message” button.

If you press “Save”, all settings in the page will be saved, including your current message, but this message will not be sent. It’s useful if you want to save a response and continue to write it later.

When you send it this temporary response is delete.


Tip : if the  WYSWIG editor is not open, please activate the magento option

System > configuration > General > Content management > WYSIWIG Option > Enable > yes

1. Attachments

You can add attachments to the message. these attachment will be send with the email and will be downloadable on the ticket history in th customer account.

All the options are in :  System > configuration > CRM > Ticket > Attachment

To activate attachment globally you need to set to yes :

Allow attachments into each ticket’s message

By default you can add 3 attachments on front and back forms. The number of attachments are configurable with the configuration entries :

  • Max number of attachments allowed on admin response form
  • Max number of attachments allowed on customer forms

Please note that the attachment are restricted by default to ‘png’, ‘img’, ‘gif’, ‘jpg’, ‘jpeg’, ‘bmp’, ‘zip’, ‘rar’, ‘csv’, ‘pdf’, ‘doc’, ‘docx’, ‘txt’, ‘odt’, ‘txt’, ‘sql’, ‘log’ file formats.

The lists are customizable for Admin and Customer view in options :

Type of attachments allowed on customer form

Type of attachments allowed on admin response form

Attachments can be deleted using the little red cross button. this feature is only available in the admin panel.

By reference, real attachment files are saved in /media/CrmTicket/Attachments/

Each folder is the ticket number, each sub folder is the message id.

2. Default replies

You can click on the default reply list above the edit field to add.

When you select one the text of the default reply will be added at the begin of the message

3. Type of message

When you write a message, the type of message by default is “Email”.

If you keep it , an email will be send and teh status of the ticket will become “waiting_for_client”

If you want to write a message and do not send an email, you can for example select Phone call, Fax or Other

It will add a message by the customer will not be notified, andf the ticket status will stay unchanged.

The message will be displayed in the list with a different color.

 You can customize this colors list in the file :


in the function getSourceTypes()

4. Author

By default, when you answer to a ticket, you are an “admin”.

In System > Configuration > CRM Express >  Ticket > Ticket edit form options > Change message author

you can allow to change the author and post a response as a customer.

The useful example is when a customer call you by phone for an current issue already tracked by a ticket, you can select :

  • author : customer
  • type : phone
  • and you write a summary note of his call in the ticket relative to the purpose of the phone call.

4. Private Comments

This is a private field only accessible by admin users : the message you save in this field will never be seen by the customer.

It’s a private message which could be used to note some additional comment. It’s it very useful to share information relative to a ticket between different admin user of CRM Express.

5. Ticket object Information

This part show you the object associated with a ticket.

It could be an order, an Invoice or a Credit Memo.

You can attach only one of them to the current ticket.

Below the drop down list, to select the object,  you will get a summary of the the object’s details, like for example a Magento order’s details.

The goal is to have on one screen all the information necessaries including :

  • Customer address
  • Order details
  • Invoices list
  • Shipment list
  • Credit memo list
  • Comments list
  • Product list
  • PDF link to download Invoice, Shipment

6. Customer information

You can find here the details of the customer associated to the ticket

  • A link to this user
  • Email
  • First and last name
  • Phones numbers
  • Shipping address
  • Billing address
  • Customer’s group

7. Notify buttons

On the top of the edit screen, you have 2 buttons :

  • Notify Admin
  • Notify Customer

They send a mail with the chat history of the ticket.

This option is useful for example to notify a co worker of a ticket. Let’s take an example :

You work on a ticket and you don’t known how to help the customer. You write you investigations in the private comment field. You change the co worker to you colleague account, you click on “save”.

Then, you click on “Notify Admin” and the ticket will be assigned to you colleague and he will receive a mail, so he will take care of the ticket.

2. Previous ticket tab

This tab lists the previous tickets of this this customer.

You can :

  • search in message content of previous tickets using the last column search field
  • search in message subject of previous tickets using the last column search field
  • to see quickly if they are some private comments for a ticket
  • to search in private message using the column search field

3. Affect Ticket Tab

This tab give you the ability to change the customer assigned to a ticket.You can search in the existing customers and if you click on “Assign” the current ticket will be assigned to this customer.

4. Search in tickets Tab

This tab is a view of all the existing tickets.

It enable you to search information in any ticket, like an internal knowledge database.

The interesting part in the last column where you can search in the content of all messages of any ticket.