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Django Oscar Support

https://secure.travis-ci.org/tangentlabs/django-oscar-support.png?branch=master Coverage

Disclaimer: the project is still under heavy development. Things might change rapidly, so please use with caution.

Requires Django 1.5+ and Oscar 0.6+ with support for custom user models

Django Oscar ticketing is a ticketing and support system for Oscar. It currently provides an interface to the customer to submit a support ticket. In the dashboard, authorised users can see the tickets and respond or act on them.

Currently it only allow very basic functionality such as:

  1. Setting the status of a ticket.
  2. Reply to a customer with a message.
  3. Make a note on the ticket for internal use.
  4. Assign tickets to a staff user.
  5. Relating a ticket to products, orders or order lines(User case: only staff can do it, staff take al information from attached files (invoices for example))
  6. Allow file attachments

Features currently in the making:

  1. Integrate with Oscar's alert system to notify the user of new replies.
  2. Add templating for messages in the dashboard for quicker replies.

Longer-term direction:

  • Add support for a rules engine to handle ticket-related tasks. This will include adding custom rules and actions that can be used globally or only by the support agent creating the rule/action.
  • Provide an extensive templating system that can be used within ticket messages to respond quicker.
  • Integrating an optional Service Level Agreement (SLA) workflow that defines time frames for ticket resolution of different types. The tickets are then prioritized or re-assigned according to actions related to these SLAs.

For to do:

  • Test and coverage for all features.
  • Improve styles: print only file name instead his path.
  • Not all changes in the forms have to make a new messages.

Screenshots

https://github.com/tangentlabs/django-oscar-support/raw/master/docs/source/_static/screenshots/customer_create_ticket.thumb.png https://github.com/tangentlabs/django-oscar-support/raw/master/docs/source/_static/screenshots/customer_ticket_list.thumb.png https://github.com/tangentlabs/django-oscar-support/raw/master/docs/source/_static/screenshots/dashboard_new_ticket.thumb.png https://github.com/tangentlabs/django-oscar-support/raw/master/docs/source/_static/screenshots/dashboard_update_ticket.thumb.png

Documentation

You'll find installation instruction and further documentation at django-oscar-support.rtfd.org generously hosted by readthedocs.org.

License

django-oscar-support is released under the permissive New BSD License

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Customer services and ticketing plugin for Oscar

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