Watch the screencast

Text Version

This tutorial can be applied to ThirtyBees as well!

Part of the functionality we need is in PrestaShop already, all we have to do is add some place where we can submit the change of department type.
Open up AdminCustomerThreadsController.php located in controllers/admin or use an override instead (recommended). We are interested in the renderView method, specifically where it assigns $this->tpl_vars, around line 700 in PrestaShop 1.6.1.7.

        $this->tpl_view_vars = array(
            'id_customer_thread' => $id_customer_thread,
            'thread' => $thread,
            'actions' => $actions,
            'employees' => $employees,
            'current_employee' => $this->context->employee,
            'messages' => $messages,
            'first_message' => $first_message,
            'contact' => $contact,
            'contacts' => $contacts, // <-- This is what we added!
            'next_thread' => $next_thread,
            'orders' => isset($orders) ? $orders : false,
            'customer' => isset($customer) ? $customer : false,
            'products' => isset($products) ? $products : false,
            'total_ok' => isset($total_ok) ?  Tools::displayPrice($total_ok, $this->context->currency) : false,
            'orders_ok' => isset($orders_ok) ? $orders_ok : false,
            'count_ok' => isset($orders_ok) ? count($orders_ok) : false,
            'PS_CUSTOMER_SERVICE_SIGNATURE' => str_replace('\r\n', "\n", Configuration::get('PS_CUSTOMER_SERVICE_SIGNATURE', (int)$thread->id_lang)),
            'timeline_items' => $timeline_items,
        );

Please note: if you use an override, copy the whole method, add the variable as described above, and make sure you change return parent::renderView() to return AdminController::renderView() at the very end! Failing to do so will make it impossible for our new variable to be used in the template, as the parent class would simply override the tpl_vars.

Now that we have the variable containing all contacts, let’s add a form to submit it, in the view.tpl template of that controller. The file we want is located in the theme folder themes\default\template\controllers\customer_threads\helpers\view. Once more, it’s named view.tpl.
You can find any spot you like for the new button, I added it at the very beginning, before the div with class “well”

	<div class="well">
		<form action="{$link->getAdminLink('AdminCustomerThreads')|escape:'html':'UTF-8'}&amp;viewcustomer_thread&amp;id_customer_thread={$id_customer_thread|intval}" method="post" class="form-horizontal">
			<div class="row">
				<div class="col-sm-3">
					<select name="id_contact">
						{foreach from=$contacts item=dept}
							<option value="{$dept.id_contact}" {if $dept.name == $contact}selected="selected"{/if}>
								{$dept.name}
							</option>
						{/foreach}
					</select>
				</div>
				<div class="col-sm-3">
					<button class="btn btn-default" type="submit">
						{l s='Change Department'}
					</button>
				</div>
			</div>
		</form>
	</div>

Save and refresh, we should be done! We didn’t have to add any post processing code, simply because it’s already present, at the very beginning of the postProcess method of the AdminCustomerThreadsController.

The post Change department for customer threads in PrestaShop 1.6 appeared first on NemoPS.

You can buy the module here

I annouced it in my latest Prestashop 101 series entry, and here it finally is! With this module, you can basically add a full-featured Ticket System to Prestashop, thus overcoming the horrible integrated Customer Service. The module has its own backend, so that you won’t mess with the original messages. Here is a brief about the core features:

• Plug and play: install it, and you’re ready to receive the first ticket
• Separate back office interface: no more messing with Prestashop dumb message threads!
• Unlimited statuses/departments: you can add as many as you want, all translatable
• Email notifications when a ticket is updated
• Employees assignment: each ticket can be assigned to an employee to avoid confusion
• File attachments
• Customers can rate your service

And here is th module’s description:

Prestashop’s way to manage customer support is definitely not sufficient for any store which strives to offer a professional service to their customers. With this module, you overcome the software’s flaws and can finally use a sophisticated and professional support system that can greatly enhance your customer service’s efficiency.

Thanks to this Prestashop Ticket System, your customers will be able to open support tickets in their account page, and will always be able to access these anytime. The module comes with a separate back-end interface, so that it is, in fact a full-featured, stand-alone Ticket System for our favorite e-commerce software. Each message can be accompanied with an attachment, and both you and the customer will be instantly notified on the updates of the tickets.

From the back office, you will not only be able to keep track of tickets and answer them. You will also assign the ticket to an employee, to avoid having 2 people working on the same one at the same time, filter through new tickets and add departments and statuses as you please.

As already stressed A Live Demo is available on request!

Finally, the demo video:

The post Prestashop Ticket System Module: now available! appeared first on NemoPS.