Productivity Suite – SupportCandy https://supportcandy.net The most reliable customer support plugin and ticket system for WordPress Wed, 29 Jan 2025 07:14:49 +0000 en-US hourly 1 https://wordpress.org/?v=6.9.4 https://supportcandy.net/wp-content/uploads/2022/07/cropped-logo-32x32.png Productivity Suite – SupportCandy https://supportcandy.net 32 32 General https://supportcandy.net/docs/productivity-suite/ Tue, 25 Jun 2024 06:47:49 +0000 https://supportcandy.net/?post_type=docs&p=337772

Support → Settings → Productivity Suite

The SupportCandy Productivity Suite is a powerful add-on designed to enhance the efficiency and effectiveness of your support team. It provides a collection of features that streamline ticket management, improve task organization, and ensure consistent workflows. With the Productivity Suite, your team can handle tickets faster, prioritize tasks better, and maintain a high standard of customer support.

This documentation will guide you through the features of the Productivity Suite, including Checklist, Ticket Templates, To-Do List, Pin Tickets, and Close Ticket Silently. Each feature is designed to simplify your workflow and help your team deliver exceptional support.

General Overview

The Productivity Suite is accessible and configurable from the Support > Settings > Productivity Suite section in your SupportCandy helpdesk. Here, admin users can enable or disable individual features based on their team’s needs. The suite includes the following features:

  1. Checklist: Create and assign task lists to tickets to ensure all necessary steps are followed.

  2. Ticket Templates: Predefine ticket field values to save time and standardize ticket creation.

  3. To-Do List: Create personalized task lists for individual tickets to stay organized.

  4. Pin Tickets: Keep important tickets at the top of the list for easy access.

  5. Close Ticket Silently: Close tickets discreetly without notifying customers.

These features can be customized to fit your team’s workflow, ensuring a seamless and efficient support process.

]]> Checklist https://supportcandy.net/docs/checklist/ Tue, 25 Jun 2024 07:13:52 +0000 https://supportcandy.net/?post_type=docs&p=337776

The Checklist feature allows admin users to create task lists that can be assigned to tickets. Support agents can mark tasks as complete as they work through the checklist, ensuring all necessary steps are followed. This feature helps maintain consistency and provides a clear overview of what has been accomplished and what remains to be done.

How to Enable

  1. Navigate to Support > Settings > Productivity Suite > Checklist.

  2. Enable the Checklist feature.

Managing Templates

  1. Go to Support > Settings > Checklist Templates.

  2. Here, admin users can create new checklists or edit/delete existing ones.

Assigning Checklists to Tickets

  1. Enable the Checklist Widget by navigating to Support > Settings > Ticket Widgets > Checklist.

  2. Once enabled, support agents can access the checklist on the ticket page under the Checklist Widget.

  3. Agents can assign a checklist to a ticket and mark tasks as completed.

Permissions

Admin users can control which agent roles have permission to assign checklists or create new ones. This can be configured under Support > Support Agents > Agent Roles > Edit > Modify Checklist.

]]> Ticket Templates https://supportcandy.net/docs/ticket-templates/ Tue, 25 Jun 2024 07:14:17 +0000 https://supportcandy.net/?post_type=docs&p=337778 Introduction

Ticket templates are predefined templates for ticket forms. Admin users can create multiple templates for various issues, populating ideal responses for the ticket fields to save support agent time and ensure consistency in ticket submission.

How to Enable

Admin users can enable the ticket template feature by navigating to Support > Settings > Productivity Suite > Ticket Template.

Managing Templates

To manage ticket templates, go to Support > Settings > Ticket Templates. Here, admin users can create new ticket templates, and edit or delete existing ones.

Categorizing Templates

Admin users can organize ticket templates by categories. To do this, navigate to Support > Settings > Ticket Template > Categories. Here, admin users can create categories to group related ticket templates.

Creating and Using Ticket Templates

Admin users can create multiple templates based on different types of queries. It is not compulsory to fill in all the fields with ideal values; some or all fields can be left blank if needed. Once a ticket template is created, it will be available on the new ticket form, allowing support agents to select a template and quickly fill out the ticket with predefined values.

By using ticket templates, support teams can streamline the ticket submission process, reduce the time spent on filling out forms, and ensure that all necessary information is provided consistently.

]]> To-Do List https://supportcandy.net/docs/to-do-list/ Tue, 25 Jun 2024 07:15:13 +0000 https://supportcandy.net/?post_type=docs&p=337780 Introduction

The To-Do List feature for tickets allows support agents to create personal task lists, ensuring they do not miss any important steps or actions. These to-do lists are specific to each ticket and help agents manage their tasks efficiently.

How to Enable

Admin users can enable the To-Do List feature by navigating to Support > Settings > Productivity Suite > To-Do List.

How to Enable the widget

Once the To-Do List feature is enabled, admin users must also enable the My To-Do widget. This can be done by going to Support > Settings > Ticket Widgets > My To-Do.

Accessing and Using the To-Do List

Support agents can access the To-Do widget on the ticket page. Here, they can create and manage personal to-do lists for each particular ticket. These to-do lists are specific to the ticket they are created for and cannot be transferred or applied to other tickets.

By using the To-Do List feature, support agents can keep track of their tasks, ensuring that no important steps are missed during ticket resolution. This enhances productivity and helps maintain a high standard of support service.

]]> Pin Tickets https://supportcandy.net/docs/pin-tickets/ Tue, 25 Jun 2024 07:15:44 +0000 https://supportcandy.net/?post_type=docs&p=337782 Introduction

The Pin Tickets feature allows support agents to keep track of important tickets by pinning them. Pinned tickets will always appear at the top of the ticket list, regardless of the sorting algorithm, ensuring they remain visible and accessible.

How to Enable

Admin users can enable the Pin Tickets feature by navigating to Support > Settings > Productivity Suite > Pin Ticket.

Who can pin ticket

Admin users can control which agents have permission to pin tickets. This can be configured by navigating to Support > Support Agents > Agent Roles > Edit > Pin Ticket Access.

How to use

Support agents can pin tickets directly from the ticket list. Once a ticket is pinned, it will stay at the top of the ticket list regardless of the sorting algorithm. However, if the pinned ticket is not part of the filtered tickets, it will not be included in the filtered ticket list.

By utilizing the Pin Tickets feature, support agents can easily keep track of and prioritize important tickets, ensuring they are addressed promptly and efficiently.

]]> Close Ticket Silently https://supportcandy.net/docs/close-ticket-silently/ Tue, 25 Jun 2024 07:16:17 +0000 https://supportcandy.net/?post_type=docs&p=337784 Introduction

Sometimes, it is necessary to close tickets without notifying the customer. The Close Ticket Silently feature allows support agents to close a ticket discreetly, without sending any notifications.

How to Enable

Admin users can enable the Close Ticket Silently feature by navigating to Support > Settings > Productivity Suite > Close Ticket Silently.

How to Use

Once enabled, the Close Ticket Silently option will be available on the ticket page. Support agents can use this feature to close tickets without sending notifications to anyone. If you close any ticket silently then a Satisfaction survey will not be triggered for that ticket. If you reopen the ticket then it will be considered a normal ticket and you need to close it again using “Close Silently” otherwise it will notify the customer.

By using the Close Ticket Silently feature, support agents can manage and resolve tickets internally without unnecessary notifications, ensuring a smoother and more controlled ticket closure process.

]]>