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Chapter 8 Integrations and Widgets

jTickets is now integrated with jCommunity, IP Tracker, jBounceBack, and jFeedback.

 

8.1 jCommunity
8.2 IP Tracker
8.3 jBounceBack
8.3.a Tickets by Email
8.3.b Email Reply Conversion to a Ticket Reply
8.4 jFeedback

 

8.1 jCommunity



8.2 IP Tracker



8.3 jBounceBack

8.3.a  Tickets by Email
8.3.b  Email Reply Conversion to a Ticket Reply

Prerequisite:

Since it is the integration of jTickets and jBounceBack which enables these two features for jTickets namely tickets by email, and conversion of email reply to a ticket reply. Of course, there are things that we need to setup first for both jTickets and jBounceBack applications:

I. Setup the preferences at jTickets

1. Components -> jTickets -> Tickets

components-jtickets-tickets

2. Tickets -> Preferences to view the ticket preferences

preferences-tickets

3. Click the "Integration" tab and look for the email conversion field.

  • Set the following to "Yes":

integration-ticket.preferences

a. Ticket by email --- to enable the automatic conversion of email to a ticket.
b. Create account for unrecognized email --- allow the system to create a new user account for unrecognized email accounts during the retrieval of emails in the bounceback email account. The name and the username for the new user is the email address and his access level (ACL) is visitor.

c. Automatic conversion of reply --- to automatically convert the email reply to a ticket reply.

warning copy

  • Be sure to fill up the "Bounceback Email" with an email account where you want to receive the bounce messages from your customer.
  • The same bounceback email must be supplied for both Ticket pereferences and for the username field at the jBounceBack's mailbox. If not, the tickets created through email will not be recorded on the list of tickets.


 

4. After setting up the "Email Conversion" field, click save2 to completely save the preferences.

 

 

II. At jBounceBack

Here you should create a mailbox and assign widgets to it before you'll be able to use this feature.
A. Create a mailbox

1. Components -> jBounceBack -> Mailboxes to view the list of Mailboxes.

mailboxes-jbounceback

2. Click new2 to create a mail account for it to connect and handle messages.

a. Complete the important information for this mailbox such as name, connection method, server, username and password which will be the email address where the emails are to be converted into a ticket.

mailbox1

 

notes copy

  • If ever imap is used in the Connection Method, it is important to include both Secure Method and the Port number.
  • Specifying the bounceback email address means the return path when the users/customers replied using their email account.


 

 

b. Then under the Parameters group, fill these up:
  • Select "Only save the messages if the system could not handle it."
  • At the Forward field, the email address provided will receive the forwarded messages not handled (anyway you can leave it as blank).
  • Click "Yes" in the Delete Emails, so that the messages in the emails will be deleted after it had been successfully processed.

mailbox2-parameters

reminder
  • These are the following purposes in setting "Delete Emails" into "Yes":
1.  It enables to delete automatically the processed messages (converted messages to tickets) of the bounceback email.
2.  Once the ticket is converted to ticket, that email in the bounceback email will be deleted automatically to prevent from any duplication or reprocessing of that same email.
3.  It also avoids the bounceback email's inbox from overcrowding.
4.  It helps to determine which emails have not been processed yet or converted to ticket.

 

 

 

3. Then select apply to completely save the mailbox.

4. Make sure that this newly created Mailbox is successfully connected by clicking the connect button.

hint copy

  • Before you click for the connection, go to your email (email you specified) first and change the settings of your email. For example, in gmail, go to Settings, in the Forwarding and POP/IMAP; then choose "Enable IMAP" in the status to enable your IMAP if your connection method is imap in the creation of mailbox. Finally, click on Save button to save the changes made.

 

 

5. Then click process button to process all the emails which are to be redirected to this mailbox. There will be a confirmation message to process, just select OK.

 

B. Assigning Widgets to Mailbox

After creating a mailbox, you need to assign the two widgets (Email Reply Conversion, and Email to ticket conversion ).

1. Components -> jBounceBack -> Mailboxes to view the list of Mailboxes.

mailboxes-jbounceback

2. Under the Assign column, click the "Widgets (0)" to go to the list of widgets where you can choose which of them you want to assign for this mailbox.

click.widgetsmailbox

warning copy

  • The widgets should be assigned on its right order or else the processes will be correctly done. Email Reply Conversion must be the first and next to it is Email to ticket conversion.



3. In assigning, just click the no-jbounceback to change it yes-gtxt.
4. If you are done, you can return to the Mailboxes page by clicking back and there you can see the number of widgets assigned.

widgets-assigned

reminder

  • Please check if the same email account has been supplied for both Tickets preferences (bounceback email) and jBounceBack's mailbox (username). If not, the tickets created through email will not be found in the listing of tickets.


8.3.a Tickets by Email

This feature will process all the messages which are not processed by the  "Email Reply conversion." It will basically catch all the unprocessed messages and create a ticket out of it.

1.  As the customer create a ticket out of his email account and to send it to the bounceback email account for the tickets.

For example, the customer's account is student.ijoobi.com, and bounceback email at the tickets is teacher.ijoobi.com. Student created a ticket out of his email, student.ijoobi.com, send it to the ticket's bounceback email This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

2.  The Teacher (as the owner of the bounceback email) will receive that email sent by Student (customer). With the integration of jTickets and jBounceBack, this email will be automatically converted into a ticket.

3.  Check if the connection is already working by doing the following:

a.  Go to the mailbox  for your "tickets by email" at jBounceBack: Components -> jBounceBack -> Mailboxes

mailboxes-jbounceback

b.  Select that particular mailbox and click connect to connect to the bounceback mail account. If it's working, you can see similar messages like these:

connect-mailbox

c.  Select that mailbox again and click process to enable the system to connect to this mailbox and handle the messages. A confirmation to proceed processing will pop up, click OK. You can view similar messages below:

process-mailbox

 

hint copy

  • Take note of the ticket's number. This will be used in searching this ticket on the listing of tickets.

 

 

 

4.  As the customer email is converted to ticket, the customer will receive a notification regarding the ticket which had been converted from email.

customers.ticket.notification

 

5.  Go to the listing of tickets and search for that ticket:

a.  Components -> jTickets -> Tickets

components-jtickets-tickets

b.  On the list, look fo the search box above the list and enter the ticket number and click the button "Go" beside the search box.

search-ticket



notes copy
  • The customer's email will then be automatically be converted into a ticket. By default, the ticket is set to private.
  • Regarding the file attachements, it is also included in the conversion of email to ticket.
Therefore, it will automatically create a ticket whether an email has attachement/s (single or multiple) or no attachement at all.
  • The one assigned on the "Default category" with the support level number 1 will receive a notification for every newly created tickets.





8.3.b Email Reply Conversion to a Ticket Reply


One feature generated in the integration between jTickets and jBounceBack is "Email reply conversion to a ticket reply." It enables the ticketing system to automatically convert the email reply to a reply to ticket. Once the author of the ticket replied to his ticket using his email account, it will then be converted into reply to that ticket. The email host handled by this conversion are the following:

  • yahoo.com
  • ymail.com
  • live.com
  • msn.com
  • hotmail.com
  • gmail.com
  • googlemail.com

 

Once the customer's email is converted to ticket, the support will be able to create a reply directly at the ticket itself. Here's what you need to do next (as the support person):

1.  Go to the tickets and search (enter the ticket ID at the search box) that newly created ticket:

Components -> jTickets -> Tickets

components-jtickets-tickets

 

2.  Create a reply to the ticket and then click save-ticket to send and display the reply.

create-reply_ticket.by.email

 

warning copy
  • Unprocessed messages (the supposed to be tickets and ticket replies) were still there at the tickets' bounceback email.
  • If ever the replies were not recorded on the ticket, just go back to the mailbox (Components -> jBounceBack -> Mailboxes) and process it again buy clicking process button. It will process the reply and convert it to ticket reply.




3.  On the other hand, the customer will receive a notification email that his ticket has been replied by the support. In this notification, the support's reply is also there with the ticket's ID.

ticketreply-to-customer.email

4.  The customer can directly answer the ticket on his email which will then be converted to a ticket reply also. It should be sent to the tickets' bounceback email.

customer.reply1-at.email

5.  The customer's reply will also be recorded on that ticket. All the replies made will also be added on the replies for this ticket.

customer.reply-at.ticket

notes copy

  • The attachments, for both "tickets by email" and "email reply conversion to a ticket reply," are also saved in the reply of a ticket and can be opened as well in the tickets.











8.4 jFeedback



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