SETUP SALADIL

1. Create Categories

How to create and manage the categories select on your Saladil

The first small step to complete the customization of your saladil account, is the creation of your ticket categories.
This will allow you to group and sort:

The process of creating categories is quite simple.
From the saladil menu, click to the categories link, and click the add new category button.

Now, type the name of the category, add a descrition (optional) and flag the .
By flagging this checkbox, customers will find the category on the ticket submission form.

Categories are vitals! 

Categories are a powerful tool that allows you to organize your workflow efficiently.
Remember to file them understandable and clear!

As you see in the short video tutorial, you can always edit all the fields of the category, later.

SETUP SALADIL

2. Invite / manage Agents

How to create, invite and manage all the agents on your Saladil

Saladil makes it very easy to manage the roles of your agents.

Click the Agent Management link in the main menu.

From this page you will be able to add or manage your agents, you can also decide which category tickets your agent can take care of.

To invite an agent just click on the add agent button.
You will be asked to enter the email address and the categories they can take over. 

Once you click the send invitation link, an email will be sent to their address with a confirmation link. 

Once the agent press the confirmation link it will be redirected to your saladil domain and the account will be automatically generated.

The agent login page will be your saladil root domain: https://youraccount.saladil.com/ so just bookmark it to your browser.

Example: Limit agent role for certain category / departments:

In this example we'll limit the Agent role only to take care on the billing category tickets.

Click the edit icon in the agent management list.
Once entered in the agent setup page, select the Billing category and then hit the Update button.

SETUP SALADIL

3. Ticket Status

Ticket status describes each stage in the life cycle of a ticket.
The status of a ticket can be New, Answered by an Agent, Needs reply (the customer has replied to the ticket), or finally Closed.

Understanding the Ticket Status Timeline

  • New

    A New ticket is received

  • Answered

    Agent replied to the ticket

  • Needs Reply

    The customer has replied to agent

  • Closed

    The ticket has been flagged as solved

This is the standard interaction cycle between a customer and a company,
where the final status of the ticket should necessarily be closed.

Postponed tickets

It may happen, however, that some tickets need a frozen status, because the customer question is atipical or may require
some special interaction. An intermediate state can be useful in this case, and it's called postponed.
with which it is possible to freeze the ticket.

Postponed

3.2 How to create your custom ticket status

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SETUP SALADIL

4. Canned Responses

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The quick brown fox jumps over the lazy dog

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SETUP SALADIL

5. Tags

Tagging is a useful tool for reporting and exchanging useful information about a ticket with your agents.
Each ticket can be tagged one or more times (eg bug, good feedback)

Tag creation can be done either through the tags setting page or directly from the single ticket page.
Once the tag is created we can choose its color.
As for example we can assign a red color for bugs: Bug

Tags will be displayed in the ticket list, to highlight them while we're checking the full ticket list.

Moreover, on the full ticket list page in Saladil, we filter ticket with a specific tag using the bug filtering tool.

Check this video example to understand how to create and manage your tags.

SETUP SALADIL

6. Add Custom Ticket Fields

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  • Textarea
  • Select
  • Checkbox
  • Radio
  • Date

SETUP SALADIL

7. Custom Views

The Documentation will be available soon.

SETUP SALADIL

8. Contact Form

How to create and manage a contact form on your WordPress site and receive Guest contact form request

Through saladil you can publish a contact form on your site to be able to  talk and handle conversations any website visitors.
It is really useful when we have to talk with potential parterns, or manage pre-sale questions.

Those conversations can be fully managed inside saladil, and be treated as normal tickets.

To start, create a reserved category for the contact form.
As for this example, let's call it "contact form".
Then, we don't flag the checkbox visible to customers, so we can exclude it from the customer's submission form (generally used for your customers).

Let's copy in our clipboard the category ID (in this case it is number 6).
Once the category is created, let's go back to our WordPress site and go to the saladil options page.

Now in the Contact Form Category ID field, enter the category number, (6 in our video example).
Hit save settings button and create a Contact us page.
In the contact us page we need to insert the shortcode you see below, and then we click publish.

[saladil_contact_form]

Click the view page and visit the Contact us page. As you can see, a contact form will be automatically displayed by saladil.
Let's do a test and send a contact request, to see how this kind of guest conversation can be handled by saladil.

As you can see from the video tutorial, the contact request will be filed in the tickets list page, and obviously only the agents who have access to this category will be able to see and manage it.
It will be possible to answer and manage as a common ticket this guest request, like attaching a document or assign it to one of our agents.

Contact form with no CSS style

Need to style your own the contact form?
No problem, just add the parameter css="0" and the default stylesheet won't be loaded.

[saladil_contact_form css="0"]