Customer services and ticketing plugin for Oscar
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README.rst

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.

Features currently in the making:

  1. Relating a ticket to products, orders or order lines
  2. Allow file attachments
  3. Integrate with Oscar's alert system to notify the user of new replies.
  4. 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.

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