Yticket is a help desk software, an application for support to its customers, integrated into Magento. With Yticket you can improve your support service and will increase the level of satisfaction of your customers. Acquiring a new customer is an important milestone for a company, but it is equally the quality of support provided to the customer, because it determines the evolution of the relationship you have with him. yTicket raises the level of support service, because it allows you to provide quick and detailed answers to each problem and to keep customers regularly updated on the activity that is taking place. yTicket is the best solution for the e-commerce, because the customer require assistence every day. Yticket is the perfect solution for those who want to offer their customers a high quality support, automating and historicizing all communication. To every support request Yticket assign, automatically, a unique identification number. Because not all requests are of equal importance, Yticket allows you to assign a priority to each as a function of 'urgency. Yticket also manages multiple departments

1. MAGENTO
YTICKET
“Yticket” User Guide
Version: 1.0.0
Website: http://magenkit.com/magento-plugins/yticket.html
Support: support@magenkit.com

2. Yticket – Copyright © 2015 MAGENKIT www.magenkit.com 2
Table of Content
Introducing Yticket .................................................................................. 3
Setup ..................................................................................................... 4
Configuration .......................................................................................... 5
Tickets management................................................................................ 6
Departments management...................................................................... 10
Permissions management ....................................................................... 11

3. Yticket – Copyright © 2015 MAGENKIT www.magenkit.com 3
Introducing Yticket
Yticket, a practical help desk and customer support software solution. Reduce chaos and
bring order to your support process with a robust support ticket system for Magento.
Yticket automatically assigns a unique ID to each issue: a support ticket is born. Not all
issues are of equal importance. Yticket allows you to prioritize tickets by urgency, organize
them into departments and filter them in other easy, convenient ways.
With Yticket, a support request receives a response within 2 hours. Your customers will be
impressed!

4. Yticket – Copyright © 2015 MAGENKIT www.magenkit.com 4
Setup
The module installation is very simple:
1.! Go to your Magento Admin Panel and disable cache
2.! Unzip package on your computer
3.! Log in to magento website via ftp
4.! Upload "app" folder in your magento site root
Check if module work:
1.! Go to your Magento Admin Panel
2.! Go to System → Configuration → Magenkit section → Yticket
If the module doesn’t work refresh the cache
If you use a different from default theme - be sure to rename
app/design/frontend/default/default folders to your store's values.

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Configuration
The module Yticket provide a configuration panel from which it is possibile to set:
•! the email address where notifications will be sent (among those defined in magento
store mail addresses)
•! the page title of customer request support (frontend view)
•! title of infobox(*)
•! content of infobox
(*): The infobox is an extra space in request support page that provide additional
information to customer. If the infobox content is empty, it will not be displayed.

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Tickets management
To view tickets list choose from the backend menu Magenkit -> Yticket -> Tickets. You will
see the list of open tickets and processing (filtered default). The status of each ticket may
have values of open, in progress and closed. It can be filtered through the drop down menu
in the head of table.
To open a new ticket click on “New Ticket” button. For manage ticket opened or in
progress click on the corresponding row in the ticket table.
The ticket reply message is a required field. The type of reply may be visible to the
customer or for internal use by choosing from the drop down menu Visible to all or Not
visible for Customer. The Third party email field, if not empty, sends a copy of the answer
or the entire history of the ticket (only if checkbox, Include all replies, is checked). The
“browse” button, of course, allows you to attach a file to your response.
Below, we find ticket settings and a customer data summary. In the Ticket settings section,
you can change ticket status, priority, department and assignee. When a ticket have open
status and is added an answer to it, it will automatically setted of in-progress status.
However you can set it to closed.
The priorities, the department, and the assignee can be modified according to the needs
and the permissions assigned to the various users.
For example, we simulate a response to the ticket opened by the customer John Doe. We
put our response and we set the priorities on high because we have to solve it urgently.

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So, lets fill in the reply, select High from the drop-down menu of the priority field and click
on the Update Ticket button. Perfect! The screen now looks like this:
At first, we note that ticket number next to the date of Last update was replaced by the
previous "No udpates". It appeared the section Replies that will be the container and
subsequent to our customer's feedback. We also note the words "user have" (in orange) just
below our response.
When a user will change the priority, the department or the assignee of the ticket, a
statement similar to this will notify us about the change.
The ticket status changed from open to in-progress, so 'as the priority from low to high. Last
but not least, an e-mail with our response has been sent to johndoe@example.com.
Wonderful, isn't it?
The ticket list now look like this:

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In frontend the customer can follow the progress of its tickets. He will only have to click on
"My tickets", in his account menu, to see the list:
The customer can also choose to open a new ticket or view the order reference for a ticket
already open.
By clicking on the ticket number the customer views the entire ticket history and can send
any replies:

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Each user response, will notoficate e-mail assignee of the ticket.

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Departments management
To view departments list choose from the backend menu Magenkit -> Yticket ->
Departments. By default there are two active departments: Sale Support and Technical
Support.
Their labels can be changed by clicking on the corresponding row. You can also choose to
disable a department by setting “No” the Active field. To add a new department, click on
the "New Department" button.
It 'not recommended to delete the departments if you have already used Yticket for your
customers. The easiest way is to disable the department and create a new one, or, if it's the
first use, rename their labels.

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Permissions management
To view departments list choose from the backend menu Magenkit -> Yticket ->
Permissions. You can choose to define permissions for each user defined in magento or for
each group of users defined in magento. To define a new user or group permissions, click
on corresponding permissions menu item and click on “Add New” button.
In the groups permissions list, by default, are defined permissions for the administrators
group. The users permission list, however, is empty. Will you define any user permissions.
Clicking on the “Add New” button, will show the following screen:
In the group name dropdown menu, is not available "administrators" group, because it
alredy defined. All permissions for the groups already defined will not be present in the
dropdown menu, as it happens for each user. Just click on one or more departments
(ctrl+click) and then the “save” button, go back to the permissions list. The new rule will
appear.
Now the group vendor is authorized to show and manage Technical Support department