TicketGo SaaS – User Manual

Introduction
2. Registration Process
3. Super Admin Login Process
4. Super Admin Access and Capabilities
5. Admin Login Process
6. Dashboard
- 6.1 Key Metrics Overview
- 6.2 Visual Data Representations
7. Users
8. Tickets
9. FAQs
10.Messenger
11.Knowledge Base
- 11.1 Key Actions
12. Plans Page
13. Referral Prorgram
- 13.1 Accounts Page
- 13.2 Transfers Page
14. Order
15. Setup
16. Notification Template
17. System Settings

1. Introduction

Welcome to the TicketGo SaaS user manual, your essential guide to navigating and maximizing the potential of our robust support ticket management system. TicketGo is designed to empower your organization with the tools needed to efficiently handle client issues, queries, and concerns. In today’s fast-paced business environment, providing timely and effective support is crucial to maintaining client satisfaction and loyalty. TicketGo offers a comprehensive suite of features that allow you to manage support tickets with ease and precision. From the moment a client submits a ticket, TicketGo ensures that their issue is logged, tracked, and prioritized based on its urgency and complexity. Our intuitive interface allows your support team to categorize and assign tickets, facilitating a smooth workflow and ensuring that no query goes unresolved.

Moreover, TicketGo provides powerful analytics and reporting tools that give you insights into common issues, response times, and team performance. This data-driven approach enables you to continuously improve your support processes and anticipate client needs. Whether your clients are experiencing technical difficulties, seeking information about your products and services, or requiring personalized assistance, TicketGo equips you with everything you need to deliver exceptional support. In this manual, we will walk you through the setup and customization of TicketGo, demonstrate how to utilize its various features, and offer best practices for optimizing your support operations. By fully integrating TicketGo into your workflow, you can enhance your team’s efficiency, improve client satisfaction, and build stronger, more responsive relationships with your clientele. Let’s embark on this journey to revolutionize your customer support experience with TicketGo.

2. Registration Process

The registration process in TicketGo SaaS enables admins to create accounts and access the platform seamlessly. This documentation outlines the step-by-step procedure for administrators to register and gain entry into the system.

2.1 Introduction to the Registration Process

The registration process is designed to allow administrators to create their accounts within the TicketGo SaaS platform, granting them access to its functionalities and features.

2.3 Initiating Registration

Upon reaching the login page, admins can “Register” alongside the login form.

2.4 Providing Credentials

To begin the registration, admins are prompted to input the necessary credentials, including email addresses, passwords, and any other required information.

2.5 Successful Registration

Once the verification process is completed, the registration is successfully processed. Admins now have their account credentials to log in to the platform.

2.6 Exploring Platform Features

With the registered account, admins can explore and access the diverse features and functionalities TicketGo SaaS offers.

2.7 Seamless Access

Subsequent logins can be initiated using the registered email and password on the login page.

Admins can seamlessly register themselves on the TicketGo SaaS platform by following these steps.

3. Super Admin Login Process

The Super Admin login process in TicketGo SaaS provides access to the platform’s high-level administrative controls. Follow these steps to log in

3.2 Enter Credentials

Provide the Super Admin’s registered email address and password.

3.4 Dashboard Access

After successful authentication, access the Super Admin dashboard.

3.5 Manage Admin Functions

Use the dashboard to manage users, modules, settings, and more.

Following these steps, you can log in as the Super Admin and manage the essential aspects of the TicketGo SaaS platform.

4. Super Admin Access and Capabilities

As a Super Admin in TicketGo SaaS, you have comprehensive access and capabilities to oversee and manage the entire support ticket system with precision and efficiency. This section of the user manual will guide you through the various pages and features available to you, ensuring you can make the most of your administrative privileges.

4.1 Dashboard

Upon logging in, you will be greeted with the Dashboard, which provides a snapshot of key metrics. Here, you can see the total number of users, total orders, total plans, and a graphical representation of recent orders. This overview helps you keep track of system performance and user engagement at a glance.

4.2 Users Page

The Users page is where you can manage your user base. You can view the number of users, add new users, and access detailed user information. The action column includes several options:

Admin Hub Button : Oversee admin activities.
Log In as Admin Button : Access the system from a user’s perspective.
Upgrade Plan : Upgrade user plans as necessary.
Login Disable : Disable a user’s login access.
Reset Password : Reset user passwords.
Edit : Edit user details.
Delete : Remove users from the system.

4.3 Email Template Page

On the Email Template page, you can create and customize email templates for various actions, such as creating new tickets, registering new users, and sending ticket replies. This ensures your communications are tailored to your specific needs.

4.4 Plan Page

The Plan page allows you to create and manage subscription plans. You can design plans that suit your business requirements and name them according to your preferences.

4.5 Plan Request Page

Here, you can review and respond to plan requests submitted by customers, with options to accept or decline these requests.

4.6 Referral Program Page

The Referral Program page is divided into three sections:

Transactions : View the list of referral transactions.
Payout Requests : Accept or decline payout requests.
Settings : Configure the commission percentage, minimum threshold amount, and guidelines for the referral program.

4.7 Domain Requests Page

This page lets you manage domain requests from admins. You can accept or decline these requests as needed.

4.8 Coupons Page

On the Coupons page, you can create, edit, delete, and view discount coupons for plans. The “+” button at the top lets you easily add new discount coupons.

4.9 Orders Page

The Orders page provides a comprehensive list of plan orders placed by admins. You can view order details, delete orders, and process refunds if an admin requests one.

4.10 Landing Pages Section

The Landing Pages section offers tools to create and edit various landing pages, including the top bar, custom pages, home, features, discover, screenshots, pricing plans, FAQs, testimonials, and join our pages.

4.11 System Settings

The System Settings page allows you to configure essential settings to ensure smooth operation:

Brand Settings
Email Settings
Pusher Settings
ReCaptcha Settings
Payment Settings
Storage Settings
SEO Settings
Cookie Settings
Cache Settings
ChatGPT Key Settings

By utilizing these extensive capabilities, you can effectively manage every aspect of TicketGo SaaS, providing a seamless and efficient support experience for your clients.

5. Admin Login Process

The admin login process in TicketGo SaaS allows authorized personnel to access and manage specific functionalities within the platform. Here’s a step-by-step explanation of how to log in as an admin:

5.2 Enter Credentials

Provide the registered email address and password associated with your admin account.

5.4 Dashboard Access

Once your credentials are verified, you’ll be directed to the admin dashboard.

5.5 Language Preferences

The “EN” button facilitates the selection of preferred languages and enables admins to enable or disable them as needed.

5.6 Admin Functions

Use the dashboard to access and manage functionalities assigned to your admin role. This may include product management, order processing, customer interactions, etc.

Following these steps, you can log in as an admin and efficiently manage specific tasks and responsibilities within the TicketGo SaaS platform.

6. Dashboard

The Dashboard of TicketGo SaaS provides a central hub for monitoring and managing key metrics of your support ticket system, offering valuable insights and quick access to essential information.

At the very top of the dashboard, you’ll find the Copy button, which allows you to easily copy the link of a specific ticket and share it with your clients. By providing this link, your clients can directly add their queries to the ticket, ensuring seamless and efficient communication.

6.1 Key Metrics Overview

Total Categories : Displays the total number of ticket categories defined, helping you understand the scope of issues being addressed.
Total Opened Tickets : Indicates the number of tickets currently open and awaiting resolution, providing a clear picture of your current workload.
Number of Closed Tickets : This shows the total number of tickets that have been successfully resolved, reflecting the efficiency and effectiveness of your support team.
Total Agents : Displays the number of agents managing and responding to tickets, giving you insight into your team’s capacity.
Storage Status : Shows the current status of your storage usage, helping you manage resources effectively.

6.2 Visual Data Representations

Chart of This Year’s Tickets : Provides a month-by-month breakdown of tickets opened throughout the year, allowing you to identify patterns and peaks in support demand.
Pie Chart for Tickets by Category : This shows the distribution of tickets across different categories, helping you understand which types of issues are most prevalent and may require more attention.

The TicketGo SaaS Dashboard is designed to provide all the necessary tools and information to manage your support operations effectively. By staying informed and utilizing these insights, you can ensure timely and efficient resolution of client issues, enhancing overall customer satisfaction.

7. Users

After this there is a user page where you can easily look out for following details

First of all you can create users with the help of create button given at the top, and also beside that there is a button for user logs from where you can easily navigate to the user logs history.
After this you can see the list of all users on the users page including the details like picture, name, email, category, and role.
At last there is an action column from where you can disable the login, reset the password, edit and delete the users.

8. Tickets

After the users page, there is a page for ticket, lets have a look on what things you can access on the tickets page.

First of all there are two buttons given at the top, with the help of first button you can export csv files of the tickets, and with the help of second button you can create new tickets very easily.
Secondly, on the tickets page you can view the list of all tickets including the details like, ticket ID, Name, email, category, status, priority, timing, created time, and action. You can also filter tickets by selecting the category, status, and priority.
Upon clicking on the Ticket Id, you can see the replies added in the ticket and you can also reply to the tickets, also add the note and descriptions to it. You can also attach files to it.
After this there is an action column at the end from where you can reply and delete the . tickets very easily.

9. FAQs

You can easily see the list of FAQs over here, you can also edit and delete the FAQs very easily.
You can add the FAQs by clicking on the “+” button given at the top. You can also generate FAQs with the help of AI.

10. Messenger

The Messenger Page in TicketGo offers a simple and organized list of messages, providing users with a convenient platform to manage and engage in efficient communication within the system. Users can easily navigate through their message history, fostering a streamlined and user-friendly experience.

11. Knowledge Base

The Vendors Module in AccountGo SaaS streamlines vendor management processes, providing you with comprehensive tools to handle vendor-related tasks efficiently. Here’s what you can expect from this module:

11.1 Key Actions

Create New Knowledge : Add a title, choose a category, and provide a detailed description to ensure users find what they need.
AI-Powered Assistance : Let AI help you generate comprehensive knowledge entries with ease.
Organized Knowledge List : View all your knowledge articles in a structured list, complete with essential details for easy navigation.

Keep your support resources up-to-date and accessible with TicketGo’s Knowledge Base!

12. Plans Page

The Plan page within TicketGo simplifies the subscription process by presenting users with tailored plans to suit their specific needs and budgetary constraints. Users can easily compare features and pricing through a comprehensive feature comparison table, enabling informed decision-making. With transparent pricing and flexible billing options, users can confidently select the subscription plan that aligns with their requirements. The page also offers customization options, allowing users to adjust their strategy as needed, ensuring a seamless fit for evolving needs

13. Referral Prorgram

Our referral program rewards you for spreading the word about TicketGo. Share your unique referral link, and when someone signs up and subscribes, you earn rewards. Track your referrals’ status on the Referral Transaction page and view payouts on the Payout page. Genuine sign-ups are key, and we reserve the right to modify the program. Join now and start earning rewards for helping us grow!

13.1 Accounts Page

You can view, create, edit, or delete your financial accounts on the Accounts page. Whether you have multiple bank accounts, cash accounts, or other financial assets, this page allows you to manage them all in one centralized location. Easily track balances, monitor transactions, and maintain accurate records of your financial assets.

13.2 Transfers Page

The Transfers page lets you create, edit, or delete transfers between your financial accounts. Whether transferring funds between bank accounts, making cash transactions, or conducting other financial transfers, this page simplifies the process. Maintain a clear audit trail of all your financial transfers, ensuring accuracy and compliance with your financial management practices.

With the Banking Module in AccountGo SaaS, you have the tools and capabilities you need to effectively manage your financial accounts and transfers, enabling you to maintain control over your finances and make informed decisions for your business.

14. Order

The Order Module of TicketGo SaaS streamlines order management by offering users a comprehensive list of transactions, each featuring crucial details like order ID, date, customer name, plan name, price, payment type, status, applied coupon, and invoice. This centralized hub empowers users to efficiently track and process orders, ensuring seamless operations and enhancing customer satisfaction.

15. Setup

On this page you can setup and add these things very easily. You can also view, edit and delete these things very easily with the buttons available on each page.

Category
Group
Operation Hours
Priority
SLA Policy Setting

16. Notification Template

Empower your organization with the Notification Templates module of TicketGo SaaS, where you can create customized notifications for various settings to enhance communication and engagement across your team. You can also select the languages from the given options. Here’s how you can tailor notifications for different scenarios:

New User
New Ticket
New Reply

17. System Settings

17.1 Business Settings

Customize the appearance of your product with logo choices for both dark and light themes, set favicons, define title and footer text, choose default language, and enable Right-to-Left (RTL) text direction. Tailor the theme customizer, sidebar settings, and layout settings to suit your preferences.

17.2 Email Settings

Set up email parameters, including mail driver, host, port, username, password, encryption, and mail-sending preferences. Options for sending text mail are also available.

17.3 Email Notification Settings

Fine-tune email notifications by enabling or disabling them based on specific conditions.

17.4 Ticket Field Settings

Add Ticket Fields easily with the help of create button given over there.

17.5 Company Settings

Manage company-specific information like name, address, contact details, registration number, zip/postcode, country, telephone, company start time, company end time, timezone, and IP restrictions button.

17.6 Integration Settings (Slack, Telegram)

For each integration, set up the required details like Webhook URL for Slack, access token and chat ID for Telegram, and SID, and Token. Module-specific settings can also be enabled.

17.7 Domain Settings

Easily add domain and sub domain and navigate to it by copying the link.

17.8 Webhook Settings

View and manage a list of webhooks, with the ability to edit or add new ones.

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