• You can see all the departments in the backend under the Sales > Dolphin Helpdesk > Manage Department.
• Convenient grid includes the information such as id, assignee, name, status and action.
• To add/edit the new department click on the Add Department button.

• Active: Enable status of the department.
• Name: Enter the name of the department to display in frontend such as shipping, quality etc.
• Select Assignee: Choose the admin for handling the particular department.

The admins can manage frequent responses in the helpdesk system under the Sales > Dolphin Helpdesk > Manage Frequent Response.

• You can see all the responses in this convenient grid which includes information like id, response title, message, status and action.
• If you want to add a new response then click on the Add Frequent Response button.

• Response Title: Enter the response title.
• Response Text: Enter the text for creating a response.
• Status: Set the status as enable or disable.

The admins can manage tickets in the helpdesk system under the Sales > Dolphin Helpdesk > Manage Tickets.

• Here you can see all the previous tickets with all the information in the convenient grid.
• Tickets created by customers or admin all will be listed out in the grid.
• The grid includes information such as ticket id, customer, order, subject, department, store name, assignee, priority, ticket status, created date, updated date and action.
• To add a new ticket click the button Add Ticket in the right corner.

• Enable: Enable/Disable the ticket.
• Select Department: All the added departments will be listed there,select the department from that.
• Priority:
  • Set the priority of the tickets from Low, Medium and High.
  • Low: If the ticket has lower priority then choose low.
  • Medium: If the ticket has medium priority then choose medium.
  • High: If the ticket has top most priority then choose high.
• Ticket Status:
  • Set the status of the ticket.
  • There are four different status of the ticket which are New, Waiting for customers, Pending or Waiting for support.
  • New: When the new ticket is generated then the status will be set as new.
  • Waiting for customer: When the admin waits for any response from the customer then s/he will set status as waiting for the customer.
  • Pending: When the customer's ticket is on pending mode then the status will be set as pending.
  • Waiting for support: It will set the ticket status as waiting for support.
• Subject: Set the subject of the ticket.
• Select Customer: Select customer for whom you’re creating the ticket.
• Select Order: Select the order of the customer.
• Ticket For: Select for which you are creating a ticket. Whether it's for all orders or for specific products.

• You can view tickets with all the information by clicking on the view link from the action column.
• The view ticket page includes additional information like customer discussion and internal discussion.

• If the admin wants to send some frequently used messages or common responses to users then he can easily select the messages from the dropdown.
• If the admin wants to make some small changes in the message then he can directly go to the reponses page by clicking on the Manage Response link.
• After setting the response message for the user, the admin can set or update the ticket status of the customer.

• Assign Ticket To:
  • Under this section one admin can assign the ticket to the other admin if he wants.
  • Select the admin from the dropdown and click on the Assign button.
• User Frequent Response: Select the specific response from the dropdown to give response.
• Message To: Select the name of the admin to whom you want to send the message.
• Message: Enter the message which you want to send.
• Choose Files: You can upload the image if you want.
• After adding all the information click on the Reply button and the Reply will be sent.

• You can see all the discussed messages in a form of a chat under given tabs.

• You can read and see all the messages which are exchanged between customers to admin or admin to other admins.

• All the discussion between customer and admin can be shown in this section.

Discussion between one admin to another can be shown under this section.

• When customer log into their account and go to My Account page under My Support Tickets they can see all the previously created tickets.
• They can also see status of ticket, ticket id, priority, subject, updated time and action for view ticket.
• To generate the new ticket click on the New Ticket button.

• Same as the backend you can create a ticket from the frontend.
• It also includes the information like department, order, ticket for, priority, subject and message.
• Department: Choose the department from the dropdown to create a ticket.
• Order: Select the Order id for which you want to generate the ticket.
• Ticket For: 
  • Choose for which purpose you’re creating a ticket.
  • If you are creating a ticket for all the order or for any product from the order.
• Priority: Select the priority as low, medium or high.
• Subject: Enter the subject of the ticket.
• Message: Enter the message of the ticket.
• Add Attachment: Upload the image as an attachment for the ticket.

The customer can view their tickets in the helpdesk system under the My Account > My Support Tickets in Action column under View link.

• You can see all the details of the particular ticket in this section.
• Ticket comprises the information like id, status, department, order id, priority, ticket for and so on.

• If you want to give a reply to the ticket then s/he can reply from here.
• Message: Enter the message you want to send.
• Ticket Status:
  • Customers can update their ticket status from here.
  • [NOTE: If ticket status is set as close then the customer can update this ticket with only one status which is Reopen.]
• Upload File: You can attach the file with the ticket.

Customers can see and read their conversation with the admin about the ticket.

Admin and customer both will notify by email when any ticket or response is made for the ticket.

The agent will notify when a new message from any customer arrives.

When a customer creates a ticket for any order or support then the admin will get a notification email.

When one sends any message to the agent, both admin will get an email notification including the message information.

When an admin assigns the ticket to another admin to the agent, that assignee will also get an email notification.

Customer will get a confirmation email when they generate a new ticket.

when the admin responds to their ticket then the customer will get an email notification.