Introduction:
Let's face it, most customers judge your business on how you handle customer support. ZaZaTicket ® allows you to deliver web-based customer support through an easy to use customer portal available from any web browser. Customers may log trouble tickets, view incident history, communicate on open items, and download useful information through this powerful tool. Your staff can manage multiple incidents concurrnently with structured workflow to insure that nothing slips through the cracks and all customers receive support in a timely manner.
Main Features:
Setup:
Open ZaZaTicket setup from ZaZaChat Administration panel:
ZaZaTicket customization consists of two parts: Labels & Workflow Setup and Email Setup
Labels & Workflow Setup
Email Account: The email account to use while sending support Ticket Update Emails. i.e. support@mycompany.com. This has to be an active email account and has to be actively monitored by company's support staff.
Email From Name: When support ticket status update is emailed to your customer, the email From field will be populated with this information. i.e. Company Name Support
Window Title: Choose Support Ticket window title. The support ticket window is displayed to your customers during submission of the new ticket or viewing a submitted support ticket status. You can either choose to simply print your company name in the title or to display a company logo.
General Message(View or Submit): This message is displayed on top of the window that your customers see first. This ZaZaTicket window will offer a choice for Viewing Existing or Submitting a new supoprt ticket.(see screenshot below)
General Message(Pre Display): This message is displayed on the window which authenticates your customers before displaying an existing Support Ticket details (see screenshot below)
General Message(Display): This message is shown on the window which displays support ticket details(see screenshot below)
General Message(Submit Ticket): This message is shown to your customers on the Submit New Ticket window(see screenshot below)
Customization of Category and Priority drop down lists is also available (see screenshot below):
All labels can also be changed for each ZaZaTicket window, which makes ZaZaTicket a completely universal system, allowing the use of ZaZaTicket in any country and for any spoken language.(see screenshot below)
ZaZaTicket's power does not end here, need an additional information asked your customers during new ticket submission? No problem! Add custom fields to the ZaZaTicket system.(See screenshot below):
Once you are happy with your ZaZaTicket customization click "Save/Get Button" button to be directed to a page with all available ZaZaTicket "Submit Ticket" buttons. Choose the button which appeals to you the most, or add your own custom button. Click on the button group to be given an HTML code to be placed on your web site.(see screenshto below)
Email Setup
The last step of ZaZaTicket customization is "Email Setup"
While on ZaZaTicket customization page click on "Email Setup" Tab(see screenshot below)
There are three types of email which are sent to your customers:
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"Ticket Created" confirmation email. This email is sent to the ticket originator upon ticket submission.
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"Comment Added" notification email. This email is sent to the ticket originator when notes are added to the ticket or ticket status being updated.
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"Ticket Resolved" notification email. This email is sent to the ticket originator upon ticket resolution.
"Email Setup" screen allows you to completely customize Subjet and Body of these emails.