Chapter 4 Replies
4.1 Ticket Replies
A. Joomla Administrator (back-end)
B. Front-end Reply
4.2 Canned Replies
4.2.a Creating a Canned Reply
4.2.b How to use a Canned Reply?
4.3 Privatized Reply
4.1 Ticket Replies
A. Joomla Administrator (back-end)
B. Front-end Reply
A. Joomla administrator (back-end)
This is how you are going to create a reply to a ticket:
1. Components -> jTickets -> Tickets
2. Click on the ticket's title or name to view its content. 3. Scroll down to the text editor and create a reply there.
4. Finally, select on  at the bottom of the text editor to successfully create a reply to that ticket. B. Front-End Reply
This will be used by the customers especially if they don't have any access at the Joomla administrator (backend). To answer a ticket the user (customer) should login first.
1. Go to the list of tickets. 2. Search the ticket (by using the search box at the top of the list of tickets) and click the ticket's title to open it and view its content.
3. At the bottom of this page, you will see the " Add a reply" field wherein you can create your reply.
4. Then click  to successfully create a reply.
4.2 Canned Replies
4.2.a Creating a Canned Reply
4.2.b How to use a Canned Reply?
4.2.a Creating a Canned Reply
1. Components -> jTickets -> Tickets
2. Tickets -> Canned Replies
3. Click on  to view the page wherein you can create a canned reply.
4. After supplying the necessary fields, select the  button to successfully create a canned reply or template.
4.2.b How to use a Canned Reply?
1. Components -> jTickets -> Tickets
2. There at the ticket listing, open the ticket you intend to answer by clicking its title.
3. After reading the ticket and decided to use a canned reply, just click the link for "Show Canned Replies."
4. The list of canned replies will then be shown for this ticket's category. You can now choose what is suitable for this ticket by clicking its radio button.
5. Then click on  button to bring you back to reply input box where you can finalize your reply before sending it to your customer.
6. Click to post your reply.
4.3 Privatized Reply
This is applicable if the customer will give you access details of his site. Of course we don't want to expose the customers' sites to hackers.
1. Components -> jTickets -> Tickets
2. At the listing of tickets, select the ticket you intended to answer by clicking its title.
3. You'll be redirected to the whole details of that ticket. Scroll down and create your reply at the reply's input box.
4. After creating your reply, click  at the bottom to make your reply private or restricted for you and the support team (moderators).
5. Then click on to completely send your reply.
- If your access level (ACL) is below Manager (meaning you are either only Registered, Author, Editor, or Publisher) and could not access the back-end, you can't view the private reply in the front-end.
- The author of the ticket and the moderators assigned to the category of that ticket can view the ticket's private reply.
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