bibich/supportticket

Customers service and support tickets for Thelia.

Support Ticket

Customers service and support tickets for Thelia.

This module is compatible with Thelia version 2.1 or greater.

For now, the module is quiet simple and limited. It allows the customer to post a question.
It can be a general question or a question related to an order or a product.

Installation

Manually

• Copy the module into <thelia_root>/local/modules/ directory and be sure that the name of the module is SupportTicket.
• Activate it in your Thelia administration panel

Composer

Add it in your main thelia composer.json file

composer require thelia/support-ticket-module:~1.0

Usage

Customers can post question and view responses from their account page.

In back-office, the configuration page allows you to manage the tickets.

An email is sent to the administrator when a new question is posted and the customer will receive an email when a response is done.

In the front office, an integration is provided for the default template. It uses hooks, so it's activated by default.

You can override these smarty templates in the current template. You have to put your templates files in this directory (with default template) : template/frontOffice/default/modules/SupportTicket/

The main page displaying the questions and answers could be override in defining a new file in your template (you can copy the default one defined in the module and modify it): template/frontOffice/default/support-ticket.html

Loop

The module provides a new loop : support-ticket

Input arguments

Argument	Description
id	the support ticket id
status	the status (0 = new, 1 = replied, 2 = closed )
customer_id	the customer id
admin_id	the admin id.
order_id	the order id
order_product_id	the order product id
order	the sort order : id, status, customer_id, admin_id, order_id, order_product_id

Output arguments

Variable	Description
$ID	the ticket id
$STATUS	the status code
$STATUS_TEXT	the status text
$CUSTOMER_ID	the customer id
$ADMIN_ID	the id of the administrator who has answered
$ORDER_ID	the order id
$ORDER_PRODUCT_ID	the order product id
$SUBJECT	the subject of the ticket
$MESSAGE	the message
$RESPONSE	the answer
$REPLIED_AT	the date of the first reply
$COMMENT	the comment associated to the ticket (it should not be displayed to the customer