StackCP Ticket System Guide

As a Reseller Hosting Business you’ll want communication between yourself and your customers to be as seamless as possible. The StackCP Ticket Syste, is a fully-featured customer service & support system for you and your customers.

Once StackCP Ticket System has been enabled from the Configure StackCP User Ticket System section, your customers will be able to raise tickets from StackCP, which you’ll receive via My20i.

Emails are sent to both yourself and your customers (StackCP Users) when tickets are opened and updated in order to keep both parties notified of the current status of the ticket.

Overview

Quick Start

To enable StackCP Ticket System:

1. Head to Configure StackCP Ticket System and select Enable Ticket System.

Customers can then raise tickets via StackCP, to do this they can:

1. Login to StackCP and select Ticket System.
2. They can compose their enquiry there and select Create Support Ticket.

To reply to customer tickets:

1. Login to My20i and head to StackCP Ticket System.
2. You will see the raised ticket in the ticket list view, select Options > View Ticket.
3. Compose your reply and select ‘Update Ticket’.

Departments

When your customer creates a ticket, they can select which department they believe is best to handle their request.  Commonly you’d have General Enquiries, Sales and Support as departments to cover most of the common interactions with customers and helps categorising their queries for your staff.

1. To create a department, head to Configure StackCP Ticket System and locate the Departments section.
2. The General Enquiries Department is there by default.
3. Add a new department by selecting Create Department, give the department a name e.g. Sales. If you want customers to be able to rate responses from this department check Accept Response Ratings. The Sort Order determines where the Department will appear in menus.
4. You also have the ability to hide a deparment. If you want to.
5. Select Save & Close
6. You’ll now see your new department in the list and customers can now select to raise tickets to this department.

Best Practises for Departments

• Keep the number of Departments concise. This is for management purposes and for clarity when your customers are choosing a Department to raise the ticket-to.
• Departments are aimed at increasing efficiency, so if you offer a specific service or product that has more specialised support, we would recommend adding Department for it.
• Departments could be used to create an escalation path for tickets. If it’s a question first line can’t answer, then perhaps someone higher up in the organisation may be able to resolve it?

Ticket list

New and existing tickets can be viewed and managed from the StackCP Ticket System page.

You can filter the current ticket queue by status or department by using the Filter menu. You can also search for a ticket ID or phrase within the ticket itself. Keeping track of the Ticket ID is a great way to jump to a specific ticket.

When a customer raises a new ticket, it will automatically appear in the list. There’s no need to refresh the page to check for updates.

From the Options menu you can do three things:

• View Ticket
• Edit StackCP User
• Login as StackCP User

The ticket list view gives you a good general idea of the volume of support requests you’re receiving, if you have support departments, it’s the primary location they’d be focused on for providing first line support.

View Tickets

To reply to a ticket, select Options > View Ticket from the ticket list. From here you can reply to the ticket, add internal notes for other staff to see, change the status of the ticket or change the department that the ticket is assigned to.

Internal notes can only be seen by your staff, your customers won’t see those. This allows you to easily provide information to help with the resolution of the ticket.

To reply to a ticket, enter your response within the text field, when done, select Update Ticket. This will set the ticket status to Awaiting Customer Reply. It will then also not show by default on the ticket list page.

Files can be attached to updates: they can be a useful way to show more clearly where a customer may need to navigate-to to resolve an issue.

Ticket Statuses

To accurately reflect the current progress a ticket is in, each update will be given a Status. By default there are 4 statuses: Open, Awaiting Customer Reply, Awaiting Staff Reply and Closed. These can’t be edited or deleted.

You can also create your own status to reflect what is happening to the ticket. To create a status:

• Select Configure StackCP Ticket System and locate the Ticket Status section
• You’ll see the 4 default statuses; select Create Status
• The status name is what will show to the customer when the status has been selected
• You can then choose whether a ticket with this status requires a staff response and whether it needs to close automatically after 7 days.
• Select the order you’d like the status to appear in and give it a unique colour.
• Select Save & Close.

Best Practises for Statuses

• To keep work flow efficient, you won’t want to spend time choosing between multiple statuses. Keep the number of statuses concise and accurate to reflect the work being done on the ticket.

Ticket Emails

When you or your customer reply to a ticket, the other party will receive an email notifying them of the update. You can customise those email notifications by going to Email Templates and locating the StackCP Ticket System section.

You’ll see the default templates:

• New StackCP Ticket Opened (To You)
• StackCP Ticket Automatically Closed (To StackCP User)
• StackCP Ticket Opened (To StackCP User)
• StackCP Ticket Updated (To StackCP User)
• StackCP Ticket Updated by StackCP User (To You)

To customise each template, you can select Options > Edit. The default templates already ensure that your brand name is shown to your customers see when a ticket is replied-to.

Ticket Ratings

To monitor how your support is received, you can allow your customers to rate your ticket responses. Ratings can be enabled on a Department basis from Configure StackCP Ticket System.

Select ‘Edit’ on the Department you’d like to enable ratings for, and check Accept Response Ratings box. When customers receive a response from this department, they will be able to rate it out of five stars.

Auto-close Tickets

Depending on a ticket's status you may want to set it to automatically close for management purposes. To set a ticket to automatically close:

• Head to Configure StackCP Ticket System and locate the Ticket Status section.
• Select Edit on the status and check ‘Auto-close Ticket’. The ticket will then automatically close after 7 days of no action.

Boilerplate Responses

You can configure pre-written responses to help quickly respond to common customer questions. 

• Head to StackCP Ticket System and select Manage Boilerplates.
• You can then add a category by selecting Manage Boilerplate Categories, for example you may wish to have pre-written response for common WordPress questions. 
• Once done, head back to Manage Boilerplates and select Add Boilerplate. Give your boilerplate a title and enter the response in the template field, select the category and click Save Boilerplate.

When you respond to a customers support or sales queries you'll be able to select a boilerplate response from the dropdown menu to quickly provide a response.