Ticketing
codeinthehole edited this page Dec 17, 2012
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1 revision
The Oscar issue tracker will be a ticket management system to deal with items that arise on a daily running basis of an Oscar install which need either human input need to be monitored / tracked or shown for informational purposes.
It will also be used for managing product returns and all other touch points from the outside world. The system is to be flexible enough to take inputs from new sources to create tickets.
- Tickets can be linked to various entities from the system, eg customers, products and orders.
- Tickets can be locked by admin users to indicate that they are being worked on
- The full history of actions for a ticket should be recorded so they can be viewed
A customer will be able to:
- Use the 'contact us' form to ask a question about a product/order. This will create a new ticket linked to the customer's account
- Create a product-linked ticket by clicking a link on the product detail page and filling in a form
- Create an order-linked ticket by clicking a link on the order detail page of their order history and filling in a form
- Browse their tickets in the account section of the site.
- Send follow-up messages to a ticket (eg "It works now!")
An admin will be able to:
- Use the dashboard to create a ticket about an order/product/customer. If about a customer, then the ticket will appear in the customer's account section
- Assign tickets to other users/groups
- Browse the tickets assigned to them, including search and sorting
- Use pre-defined views to browse tickets (eg all open tickets)
- View the details of a ticket including its full history
- Update the status of a ticket (eg resolve/re-open)
- Send a message to the customer, optionally selecting from a pre-defined template. The message can be sent via email or by Oscar's internal notifications system.
- Work on multiple tickets at the same time using a bulk select mechanism
- Merge tickets together