Ticket system
Description
About the Extension
DEMOSHOP AVAILABLE
We provide you with a demo store for this extension so that you can test it to your heart's content with every available functionality. You also have full access to the access to the administration so that you can try out all the options there too. For the storefront a customer has already been created. You can log in to the store directly with the pre-selected access data. The demo store is completely reset every night. Please click below the screenshots on the "View demo" button and follow the corresponding links.
Description
Customer service has evolved dramatically compared to the past – yet many companies still rely on outdated technologies or handle communication via email.
With a ticket system, you can channel customer inquiries into a single system and manage all communication through it. Track customer requests without relying on email folder structures or complex color codes. Optimize your customer support and simplify how customers can get in touch with you. This practical ticket system allows you to manage all customer communication centrally within the Shopware administration.
Tickets
Requests submitted via customizable forms with variable content are automatically recorded as individual tickets in the central ticket system. Additionally, email accounts can be integrated so that incoming messages are automatically transferred into the ticket system. All communication with the customer takes place via these tickets. If desired, the customer can be notified by email of any updates. Registered users also have the option to conveniently view all their tickets in their customer account.
Forms
Inquiry forms can be flexibly designed and individually adapted to suit their specific purpose. Depending on the type of request – for example, a return compared to a product or order inquiry – you can use targeted, different form fields. Basic customer information like name, email address, and phone number is always automatically included in each ticket. Additional information can be collected via freely definable form elements. Each form can be accessed via an individually configurable SEO URL – such as "returns" or "support", matching the specific use case.
Additionally, you have access to elements that allow you to customize and structure the form according to your needs. This enables you to organize individual sections clearly using headings, line breaks, or separators. You can also support your customers with helpful information while they fill out the form by using text fields or standard Shopware hints.
Integration
The various forms can be automatically linked within the customer account as well as within orders and product detail pages. This allows customers to directly access the appropriate place to fill out the relevant form. For form-related inquiries about orders or products, relevant fields – such as product number or order number – can be pre-filled. Depending on the dynamic product group, different forms can be displayed for products. For example, a specific form can only appear for out-of-stock products or for products with a reduced price (strike-through price).
Status
The extension provides a default selection of predefined ticket statuses that you can flexibly adapt to your individual workflows and expand as needed. For each status, you can define whether it requires special attention – in which case it will be highlighted in the ticket overview – and whether the customer is allowed to respond to the ticket (e.g., in the case of closed tickets). You can also control whether and which email the customer receives when the status changes. For instance, you can send different messages depending on whether a ticket was newly created or closed.
Templates
For quick and efficient communication, the extension offers the ability to centrally manage standard responses or response templates. When replying to a request, you can conveniently choose from predefined text modules or respond individually to the issue. Even more convenience is provided through support for Twig syntax: this allows you to automatically insert personal elements such as the salutation with the customer’s name or the closing line with the responsible employee’s name – for professional, personalized service with minimal effort.
Email Accounts
You can set up any number of email accounts to automatically import incoming messages into the ticket system. For smooth assignment, you define which sales channel and language the tickets from each account should be associated with. Import can be performed either manually at the push of a button or automatically via a console command, ideally integrated into your crontab for regular retrievals. Note: the extension reads only unread emails from a defined folder (e.g., "INBOX") and automatically marks them as read after import. Currently, access is only supported via the IMAP protocol.
Note
Configuration of all elements such as forms, statuses, and more is done conveniently in the administration under "Settings" -> "Extensions". There you’ll find a separate entry for each element, where individual customizations can be made quickly and clearly.
Instructions
- install the extension
- the extension comes with a set of sample forms
- new forms can be defined under "Settings" -> "Extensions" -> "Ticket Forms"
-
- define the headline and a description to be displayed above the form
- define all form elements (input fields, checkboxes, etc.)
- define the status after a form is submitted, as well as the status after each new reply
- optionally link the form automatically on the product detail page of selected products
- if you define an SEO URL, you can link the form anywhere in the shop
- the available statuses for process control can be configured under "Settings" -> "Extensions" -> "Ticket Statuses"
- the available templates for standard responses can be configured under "Settings" -> "Extensions" -> "Ticket Templates"
- the available categories for classifying tickets can be configured under "Settings" -> "Extensions" -> "Ticket Categories"
- new email accounts for importing emails can be defined under "Settings" -> "Extensions" -> "Ticket Email Accounts"
- in the extension configuration, you can optionally activate a captcha for all forms
- in the extension configuration, you can activate an email notification when a new ticket is created
- in the extension configuration, you can define one form for the support area in the customer account and another for orders
General information
- PHP 7 and PHP 8 compatible
The plugin is fully compatible with PHP 7.x and PHP 8.x - Snippets
The plugin uses snippets so that all texts and labels can be translated into other languages in the administration - Subshop-able
Relevant configuration options can be individually adapted for each sales channel - Compatibility
The plugin is always compatible with the latest Shopware version and the Shopware standard theme - Incompatibility
If you are using a custom theme and/or third-party plugins, you should test the plugin thoroughly before buying. A compatibility can not be guaranteed - Responsive
Whether desktop PC or mobile phone - the plugin is fully responsive - Test version
The plugin can be tested free of charge and without obligation for 30 days (see free trial month of the rental license) - Features
The features described in the app description, the screenshots and the demo shop always refer to the latest version of the plugin - Individual change requests
Every company is unique and requires individual solutions that are precisely tailored to its own workflows. Please contact me without obligation to adapt my plugins according to your requirements in order to integrate them perfectly into your in-house processes - Liability disclaimer
The plugin manufacturer is not liable for damages, in particular not for direct or indirect consequential damages, data loss, lost profits, system or production failures that result from the use of the plugin - except for intent or gross negligence
Contact information
- Phone
+49 (0) 234 97354482 - Internet
info@digitvision.de
https://www.digitvision.de - Address
Hevener Straße 65
44797 Bochum
About me
- 20+ years of experience
For over 20 years in e-commerce and for over 10 years exclusively with shopware. Your specialist with extensive industry and technical knowledge. - Reliable
Shopware is my passion and my hobby. I take care of your project in a reliable and committed way as if it were my own. - Quality
High service quality is the focus. I use state-of-the-art design patterns, current technologies and innovative tools.
Your competent partner
For more than 20 years I have been working as a passionate web developer in e-commerce. In this time I have already advised and supported many companies in interesting projects. Thereby I stand for uncomplicated communication, future-proof solutions, modern technologies and a high level of commitment.
Every company is unique and requires individual solutions that are precisely tailored to its own workflows. Get in contact with me without obligation, to get my plugins according to your requirements in order to integrate them perfectly into your in-house processes. I would be happy to provide you with offers for adaptations or, if necessary, individually programmed plugins according to your wishes.
Details
- Available: English, German
- Latest update: 17 June 2025
- Publication date: 11 September 2020
- Version: 5.0.0
- Category: Customer account
Resources
Reviews (2)
Solides Plugin - super Support
Super Nachfolger
About the Extension Partner
digitvision
Partner Status
-
Shopware
Premium Extension Partner
Details
- Ø-Rating: 4.9
- Partner since: 2018
- Extensions: 90
Support
- Based in: Germany
- Speaks: German, English
- Response time: Very quickly