Ticket Creation

Tickets can be created in one of 3 ways:

1. Via a web form with a ‘TICKET’ workflow. This is a standard Pakk Form that can be placed anywhere on your site

2. Via an incoming email to your customer service address (once forwarding is correctly set up)

3. Manually, in the Pakk admin panel, by a member of staff

Ticket Forms

The ‘cleanest’ way to capture Tickets is to use built-in Pakk Forms on your website. Forms are totally customisable and you can collect any extra information that might be pertinent to dealing with customer enquiries.

To create a Form to capture Tickets, just set up a Form in the normal way and choose one of the ‘TICKET’ workflows as the Form type. Note that when an enquiry comes in from an email address that the system doesn’t recognise, a new customer record will be created, this will be either a ‘retail’ or ‘wholesale’ lead, depending on which ’TICKET’ workflow you choose.

You are not limited to just one Ticket Form, you can create and place as many as you like according to your own requirements.

Help Widget

The ‘Help Widget’ is little floating dialogue box that appears in the bottom-right corner of your websites (if enabled). Its purpose is to allow customers to search all the help resources on your site (posts, pages and FAQs) and contact you if they don’t find what they are looking for.

To configure your ‘Help Widget’, go to Setup > Websites > {site} > Website Pages > Help Widget and set the follow options:

• Enable Help Widget: check this box to enable the widget, otherwise it won’t show

• Starting Content: highlight any important articles you want to be automatically suggested before the customer even starts typing their search term

• Include Delivery/Contact Page in Starting Content: choose to add in these automatically generated pages into the starting content listed

• Enable Contact Us: allow customers to open a Ticket directly from the Help Widget if they don’t find the content they are looking for

• Contact Us Form: Choose which Form will be shown in the Help Widget when the customer wants to contact you. Remember to use a Form that has been created specifically for Ticket capture

Order of Displayed Search Results

The Help Widget content search uses an algorithm to try to surface the most useful content.

In general, it gives more weight (and thus places higher in search results) to results where the text match was found in the title or subtitle. It also gives priority to pages and FAQs over posts, as we expect those to be the most authoritative and important content formats. You can influence result ordering by manually adjusting the priority field on all these content types - higher values will cause those items be prioritised in the search results.

‘Contact Us’ Embedded Form

You can choose a form to embed on the built-in ‘Contact Us’ page, allowing customers to open a Ticket directly from that page (instead, for example, of having to email or call). In your Website Settings, just choose which form you’d like to embed.