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Cetasko Module

Developed by Community developer

Best seller

Store Demo Back Office Demo

Gallery

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See all screenshots (29)

Shop Demo Demo Back Office

Overview

Help desk and technical support to better control the messages received from customers.

What this module does for you

Improve customer service management

Easy installation in one click.
Improves the technical support center of your shop.
Streamline communication with your customers.
Greater control of customer messages.
Improves communication with the customer.
Improves efficiency and service efficiency.
Improves user perception and satisfaction.
Improves the user experience.
Adapted to the RGPD law. Compatible with PrestaShop's RGPD module.
High quality technical support to help you with problems with the module.
Budget without commitment to make changes in your shop.

What your customers will like

Customer increases interaction with the store. You can send a ticket about an order or any other theme.
You have a ticket history available in your customer account.
Upload files (images, videos, documents ...).
Customer can send messages with rich text.

Installation

First of all, click “Add new module” at modules tab on back office. You will find it in the top right. After that, select packaged file you have downloaded and click “Upload file”. Now your module appears on modules list. Click on “Install”, and “Configure” next.

You can also unload .zip file and upload it into your modules directory. In this way you will install and configure module from modules admin.

You have a question ?

This developer answers your questions in:

es, en

Contact the developer

Technical sheet

Latest update

11/30/2021

Available in

en, ar, co, es, mx, pe, ve +1

PrestaShop Compatibility

V1.6.0.4 - V1.7.8.3

Compatibility MultiShop

Yes

Module version

V 4.0.0

Number of downloads

123

Level

Beginners

Documentation

Included

Developer

Community developer

Developer languages

es, en

Category

Customer Service

Features

Customers can access their tickets from their customer account. Customer can see a list of tickets sended. In this list appears:

Ticket reference
Subject
State
Priority
Date add
Date update or last message

Customers must register or log in to send a ticket. It is possible to access ticket information, view conversations and give an answer.

When a client sends a new ticket or sends a new response, the corresponding department receives an email with news.

Whenever an employee responds to a ticket, the client receives an email to keep him informed.

In the order details, the customer can see a list of tickets associated with the order. In addition, from this place, you have the possibility to create a new ticket associated with the order.

From the Backoffice menu you can manage the tickets. Inside Sell Cetasko appears. Within Cetasko the following options are available:

Dashboard

The number of open tickets, the average response time in 30 days and the quality of the support can be seen in summary in this dashboard.

You can also see a list of the best employees with the degree of satisfaction rating by customers and the average response time of each of them.

On the dashboard you can see a graph of:

Tickets by state
Tickets by priority
Tickets by department

Open or pending tickets can also be seen in this section.

Departaments

You can create countless departments that can be associated with an employee. Customers can send a ticket to a specific department from the add ticket page.

Tickets

On this page all tickets are managed where a list with all received tickets appears. An employee can see the ticket information, give an answer, edit or delete.

States

By default, 5 states are installed for the tickets:

Open
In process
Waiting answer
In tail
Closed

In this section you can manage the tickets states. You can edit, add, delete and activate the states.

Priorities

By default, 2 priorities are installed for the tickets:

Normal
Urgent

In this section you can manage the ticket priorities. You can edit, delete and add new priorities for tickets.

Predefined messages

You can create an infinity of predefined messages that you can then use in the responses of the tickets to speed up the communication.

In addition to all this, in the client file you can see a list of all the tickets that client has sent. As an administrator, you have the possibility to add a new ticket for that client.

In the order detail, you can also see all the tickets related to the order. You have the possibility to add a new ticket for the order.

Advanced search

It is true that the list of tickets that appears in the Backoffice already have a filter or search engine that allows you to find tickets according to the ticket reference, order reference, subject, name and surname of the client, department, status, priority, position, creation date and date of the last message.

This filter built into the ticket list does not search for keywords in ticket descriptions and messages.

For that, as of version 3.7.0 a new "Search" link was added to the Cetasko menu of the Backoffice side menu.

Other functions

In addition to all this, in the client file you can see a list of all the tickets that client has sent. As an administrator, you have the possibility to add a new ticket for that client.

In the order detail, you can also see all the tickets related to the order. You have the possibility to add a new ticket for the order.

Configuration

In the module configuration it is possible to:

Set the department by default.
Set the state by default.
Set the priority by default.
Enable the rich text editor for messages.
Allow attachments.
Indicate the extensions of allowed attachments.
Fill in a welcome text that will be displayed on the welcome page to the technical support center.
Writes and display an alert message to inform customers of any unforeseen or additional information.

TECHNICAL CHARACTERISTICS

Web design adaptable to all devices with Bootstrap 3.0+ technology.
Rich text editor (Tinymce)
Multi shop
Multi language
Open source code to modify as needed

Recommendation

This module is fully compatible with themes that have been developed with the Bootstrap 3.0 or higher technology. With other templates may need to do some adaptation.

Important: Photos or video may not correspond to the latest version. We recommend you visit the demo site to see all the functions that this module has for you.

What's New in Version 4.0.0(11/30/2021)

ADD: several employees per section
ADD: ticket states order by position
ADD: activitys and checklists on view tickets
ADD: ticket timer to control report
ADD: tickets by state controller
ADD: ticket report controller
ADD: show attachments on edit tickets
ADD: tickets can be tagged
ADD: tickets can be archived
FIX: Drop column subject from ticket message
ADD: in ticket management we have joined the customer's first and last name to be displayed in a column
ADD: the order identifier now appears next to the order reference
ADD: when the administrator creates a ticket, he is redirected to view the ticket
ADD: when the administrator sends a response, it is redirected to the same ticket avoiding the forwarding of the form
ADD: changing the position of elements in the dashboard
ADD: lscd security v3

Legal compliance

GDPR compliance

This module is compliant with the European General Data Protection Regulation

Support and updates

At the time of purchase, your Business Care subscription for your first year is automatically included, then tacitly renewed at the end of the period.

You can cancel your subscription at any time, before the end of the current period.

Services included in your subscription:

Security updates
Compatibility updates
Developments and upcoming features
Unlimited support

Want more details? Check out the most frequently asked questions about Business Care.

You have a question ?

This developer answers your questions in:

es, en

Contact the developer

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