Support Revolution

How does a customer follow a case from first message to closure?

A signed-in customer opens a request from My Tickets. A guest uses the same clear form with human verification and receives a private link to the conversation. Subject, department, priority, message, data-processing consent and several attachments are collected together, and the creation confirmation arrives with the ticket reference and route back to the conversation.

The account list shows status, priority, department, message count and the latest customer and staff replies. Search covers the reference, subject, status, department and conversation text. Inside the ticket, both sides read the complete exchange, open each attachment and add further files. The customer closes a solved ticket without sending another message, while a new reply to waiting or resolved work returns it to the active queue.

How does the team know who owns the next reply?

The dashboard shows the volume and current state of support, while the queue filters reference, subject, customer, email, status, priority, department, owner, message count and dates. Each department has translated names, its own recipients, staff members and routing rules. An order question therefore reaches the order team and a return reaches the people who settle refunds, with a fallback for anything that matches no special rule.

Assignment gives the case an owner and moves new work into progress. The ticket view keeps the customer, relevant orders, earlier service messages, source, dates and full conversation together. Staff change status and priority, attach files, write private notes, use saved replies and open a complete ticket on behalf of a caller. Separate customer and staff response times expose who is waiting for whom.

How simple is the start, and how far does the configuration go?

Installation creates the support area, My Tickets entry, dashboard and four working departments: General, Orders and Shipping, Returns and Refunds, and Technical Support. The basic form therefore works immediately. The settings then cover the reference prefix, default department, priority and status, guest access, file size and types, support identity, notification events, recipients and copies, mailbox connection, collection rhythm and the inactivity period before closure.

Ticket, message, file and article records stay with the shop, and notifications leave through PrestaShop's own mail system. There is no charge for another employee or another ticket. In an installation with several shops, customer access, staff queues, automation, reporting and content stay isolated per shop. Other installed modules also place their own support cases into the same queue, with the normal routing and notifications preserved.

This is the balance behind Support Revolution: a usable support desk after installation, and enough control for several teams, languages, shops and request sources when the operation becomes more demanding.