WordPress Help Desk Ticketing System
RSTickets! offers you the most complete ticketing system for WordPress that will help you keep track of your clients' issues. Our ticketing system helps you organize your support team in departments, makes communication easier by transforming e-mail replies into tickets and ticket replies, manages staff permissions and much more.
Features and Benefits
RSTickets! - WordPress Help Desk Features
- Easily manage your customer's submitted issues, feedback, replies and more through this ticket management system
- Create custom fields for each department
- Integrated CAPTCHA software: setup code length, noise generation, case sensitivty and more
- Assign staff members to one or more departments, using a set of predefined permissions based on each staff member's attributes
- Ability to choose whether manual or automatic assignment of tickets to staff members
- Three ticket priority levels: low, normal, high
- Sort tickets by date, customer, priority or status
- Create tickets for your clients
- Clients can submit tickets without being registered
- Create custom searches to filter tickets based on your needs, and have the search show up everytime you login
- Automatically close redundant tickets and issue a notification to the submitter
Technical Specifications
The minimum requirements to run RSTickets! are:- WordPress 2.8.6
- PHP 4.x
- MySQL 4.2
- You must ensure that you have MySQL, XML and zlib functionality enabled within your PHP installation. Also please make sure that you have enabled the GD and FreeType libraries in order for CAPTCHA to work.
- WordPress 2.8.6
- PHP 5.x
- MySQL 5.x
RSTickets! Features Chart
| Features | RSTickets! |
| Compatibility | |
| WordPress 2.8.6 | |
| Front-End Staff | |
| Front-end Staff unassigned and My tickets screens |
|
| Quick Bulk Change on multiple tickets (assign to staff, change priority, change status, delete) |
|
| Full ticket management (update,reply,close,sort,filter) for Staff members | |
| Advanced ticket search by user/email/ticket code/subject/message | |
| Highlight Overdue tickets |
|
| Submit tickets on behalf of clients |
|
| Front-End Clients | |
| Submit tickets without being registered | |
| View My Tickets once logged in |
|
| Close / Update status of ticket |
|
| Re-Open ticket |
|
| Departments | |
| Ability to use different Staff Departments | |
| Custom Fields for each Department Ticketing form | |
| Prefix for each Department to use in Emails | |
| Manual and Automatic(load-balanced) ticket assignment for each department | |
| Enable/Disable sending notification e-mails to staff and clients |
|
| Ability to add custom fields like: Textbox, Textarea, Select List, Multi-select List, Checkbox, Radio | |
| Make custom fields required /optional | |
| Groups |
|
| Ability to create Staff Groups with multiple permissions related to ticket activity |
|
| Add / Update / Delete Ticket permissions |
|
| Add / Update / Delete Ticket Replies permissions |
|
| Assign / Change Status / See Unallocated / See All tickets permissions |
|
| Staff Members |
|
| Assign users to different Groups of permissions, and in different Departments | |
| Assign an user to more than one departments |
|
| Configuration | |
| Set date format |
|
| Set up e-mail parameters |
|
| Change ticket listing columns for Staff members | |
| Change ticket listing columns for clients | |
| Set up Auto-Close notification time and Auto-Close time |
|
| Easy 2 click software update |
|
| Emails | |
| Configure New User Registration e-mail | |
| Configure New Customer Ticket e-mail | |
| Configure New Customer Ticket Reply e-mail | |
| Configure New Staff Ticket Reply e-mail | |
| Configure Auto-Close notification e-mail | |