This option is located in Setup->Settings->Cron Job->Tickets, you can enter time number of hours that must be passed from the last ticket reply in order the system to auto close the ticket.

Keep in mind that the system will only auto close tickets with the following statuses: Answered, Open and any other custom statuses you add for tickets in Setup->Support->Ticket Statuses

After the ticket is auto closed, the system will send an email to the customer informing that his ticket is closed, you can navigate to Setup->Email Templates and edit the email template with name “Auto Close Ticket” to format the contents to fit for your needs, you can even disable this template if you don’t want your customers to be informed when the ticket is auto closed.

Disable Auto Close Tickets

If you want to disable the auto close tickets feature, navigate to Setup->Settings->Cron Job->Tickets and set Auto close ticket after to 0

Imagine you have 5 websites, you can embed the form in all 5 websites and in this case all the form submits will be created as a ticket in your Perfex CRM installation, in this case all your staff members/sales agents will be able to view the requests send and take appropriate actions in no time. If the email field in the ticket form already exists as a contact in Perfex CRM under specific customer, the system will auto add this ticket to this contact.

You can even add custom fields in the form, in Setup->Custom Fields if you create a custom field that belongs to tickets, a new checkbox will be shown at the bottom Show on ticket form, tick this checkbox if you want this custom field to be shown on the ticket form.

The form URL can be found at Setup->Settings->Support->Ticket Form.

The system will automatically show you a sample iframe embeddable code which you can copy and paste in your website.

Redirect User to Custom URL After Form Submission

Via FTP/cPanel go to application/helpers/ and create (if don’t exists) file my_functions_helper.php and add the following code snippet:

add_action('ticket_form_submitted','my_ticket_form_submitted_redirect_to_custom_url');

function my_ticket_form_submitted_redirect_to_custom_url($data){
    echo json_encode(array(
      'success'=>true,
      'redirect_url'=>'http://yourcustomurl.com'
    ));
    die;
}

Don’t forget to include the <?php opening tag at the top of the file if it’s not already added.

Styling

If you need to style the color of the input fields to fit with your website you can create custom.css file in assets/css and apply the necessary styles.

Example changing inputs border color:

body.ticket_form input {
border-color:red;
}

Example changing submit button background color:

body.ticket_form #form_submit {
background:red;
}

body.ticket_form #form_submit:hover,
body.ticket_form #form_submit:active {
background:green;
}

Passing department ID in URL (from v2.1.1)

If you are using the ticket form to a multiple URL’s where on each URL you need to send the ticket to a different department without the user that is filling the form knowing this, you can pass parameter in the ticket form URL to achieve this.

For example, let’s assume you have 2 different departments Billing and Technical Questions and the ticket form is placed on different landing pages or sections on your website corresponding to the department and you want each time the user fills the form e.q. on Billing landing page or section the ticket to go straight into the Billing department without the user knowing this.

The first step you need to make is to get the department ID in Setup->Support->Departments, on the table first column you will be able to see the department ID, for this example let’s assume that your Billing department has ID with number 1.

After you get the department ID, you should modify your ticket form URL to https://your-crm-installation.com/forms/ticket?department_id=1

If you visit the URL you will be able to see that the department field is hidden but the Billing department will be pre-selected and the ticket will go straight to the Billing department.

You can repeat this step for an unlimited number of departments, you will only need to change the department ID parameter.

Add custom form HTML, Eq. logo

In application/helpers create a file (if don’t exists) and add the following code:

hooks()->add_action('ticket_form_start','my_ticket_form_start');
function my_ticket_form_start(){
    echo '<img src="https://yourwebsite.com/logo.jpg">';
}

Don’t forget to include the <?php opening tag at the top of the file if it’s not already added.

Keep in mind that you will need to change the logo URL.

When placing the iframe snippet code there are few things you need to consider.

1. If the protocol of your Adlis ERP-CRM Dev. installation is HTTP then use a HTTP page inside the iframe.
2. If the protocol of your Adlis ERP-CRM Dev. installation is https than use an https page inside the iframe.
3. Summarized will be no SSL Adlis ERP-CRM Dev. installation will need to place the link in no SSL eq landing page and backward, SSL websites with SSL Adlis ERP-CRM Dev. installation and no SSL website with none SSL Adlis ERP-CRM Dev. installation. You can read more about this here

If you need want to allow access go to Setup->Settings->Tickets and set Allow access to tickets for none staff members to YES

Eq.

1. Product/Service 1
2. Product/Service 2
3. Product/Service 3

When your customer will open the ticket the admin will know that this ticket is related to specific service.

You can easily enable / disable this option from Setup->Settings->Support.

To create a new ticket service navigate to Setup->Support->Services.

Note that changing the name from the admin area won’t affect how will be shown to the customers/staff members, you will need to change/include it in the language file by creating your own custom_lang.php file. The names from the admin area are used for your own recognition.

Only statuses/priorities that don’t exist in the language files will be shown the same like they are in the database.

Translating ticket statuses

By default all the predefined system statuses will be included in the language files with the following keys:

• ticket_status_db_1 (Open)
• ticket_status_db_2 (In Progress)
• ticket_status_db_3 (Answered)
• ticket_status_db_4 (On Hold)
• ticket_status_db_5 (Closed)

If we want to translate the ticket status Open, this status is with ID 1 create your own custom_lang.php file and add the following lang key:

$lang['ticket_status_db_1'] = 'My Open Ticket Status';

Translating ticket priorities

By default all the predefined system priorities will be included in the language files with the following keys:

• ticket_priority_db_1 (Low)
• ticket_priority_db_2 (Medium)
• ticket_priority_db_3 (High)

If we want to translate the ticket status Low, this priority is with ID 1 create your own custom_lang.php file and add the following lang key:

$lang['ticket_priority_db_1'] = 'Low Priority';

If you add your own status/priority you can find id on the left side of the table the first column will be ID.

Translating new ticket status

On the screenshot, there is new ticket status created Work Done with ID 6.

If you don’t add this ticket status in your custom_lang.php by default will be shown as Work Done.

To translate the ticket status navigate to your custom_lang.php file and add the following line:

$lang['ticket_priority_db_6'] = 'Work Done';

You can see the language key is ending with the status ID (_6).

The same process is with the ticket priorities.

To configure the support ticket file extensions navigate to Setup->Settings->Support-> Allowed file extensions.

The file extensions added will apply also when the ticket is auto imported from Email Piping or IMAP.

A popup modal will be opened you only need to click on the plus icon to insert into the reply field, the link will be inserted where your cursor currently is pointed in the reply area edit.

Go to Setup -> Support -> Predefined Replies.

When replying or opening to ticket click on the button Add predefined reply. A popup modal will be opened you only need to click on the plus icon to insert into the reply field.