WATS includes an incredible number of features thus allowing it to be one of the most advanced and cost effective solution in the customer relationship management area.
The table below gives a breakdown of features per release :
|Ticket integration with your site|
|Ticket custom fields|
|Ticket submission through admin|
|Ticket submission through frontend|
|Ticket submission by email|
|Call centre ticket creation|
|Admin ticket listing|
|Frontend ticket listing|
|Ticket list export|
|User profile management|
|Company profile management|
|Service level agreement|
|Premium support (1 year)|
|Premium release updates (1 year)|
Every ticket can be associated to a single number or a dated number (date-number). This ID is then displayed next to the ticket title and can be used as a reference to communicate with your customers.
Ticket integration with your site
You can define whether you want tickets to be displayed together with your posts or not. You can also define who can browse the tickets : any visitor, only registered users or ticket originator and admins.
WATS integrates smoothly with your theme by reusing your existing single post template for ticket display. It also comes with a default ticket template to display tickets that can easily be customized if you want to have a design specific to your tickets. Indeed, ticket display is just like the single post display with few modifications (custom fields, number, priority, product, status and type).
For each ticket, you can set a type, a status, a priority and a product. Every key is optional, you can enable or disable every key based on your needs. Then preset values can be customized in the options page for each key. Finally, when you create a ticket or when you update it, you can select the appropriate values for each key.
Ticket custom fields
You can define an unlimited number of custom fields. Then, your customers will fill in these fields when they submit a ticket and they will appear in the ticket display template. The values are tracked in the database and easily accessible. The custom fields values can be updated during the ticket life and they can be used to filter the frontend ticket listing.
Currently, WATS supports these two types of custom fields for the forms : text input and drop down selector.
You have 3 ways to submit tickets with WATS :
- through the admin ticket edition page,
- through the front end submission form,
- by email (thanks to the email piping feature).
This gives you the flexibility to connect with your customers the way you want to.
Call centre ticket creation
You can set the ticket author on behalf of any customer. This is quite beneficial for call centre where an operator would open a ticket on behalf of a customer calling in.
You have three different setups available for ticket visibility :
- all users (registered or not) can see the ticket
- only registered users can see the ticket
- only ticket author and admins can see the ticket
Ticket follow-up is performed within the frontend by just adding comments and updating the custom fields : status, priority, product and type of ticket.
Admins have the capability to submit internal updates that will be only visibile to admins.
WATS gives you the option to assign tickets to individual users. You can define who can assign tickets and who can be assigned to a ticket.
Both in the admin and the frontend, you can browse the list of tickets. On the frontend side, you can filter tickets through selected values for status, priority, product, type, author and even custom meta key.
WATS includes an extended notification system to ensure that everybody gets notified in a timely manner when a new ticket is submitted or when an update is added to an existing ticket.
You can even define rules to notify specific email addresses when a new ticket matching specific type, priority, product and status keys, as well as author country and company values is opened. This is very useful if you don’t want to be notified for all tickets opened or if you only want to notify some people when specific tickets are raised.
You can also define per ticket notification list for updates. This gives you full flexibility ticket by ticket on the notification list if you want to keep someone updated on the progress made during ticket life.
In the options, you can customize the notification email signature to include your organization contact details.
If you want to have full control over the notification email format, you can take advantage of the built-in API to completely format the notifications email according to your needs.
In the WordPress admin panel, WATS adds a dashboard widget containing few stats about the number of tickets. You can also add a widget with the same stats to your frontend theme sidebar.
Ticket list export
From the frontend ticket listing, you can directly export the filtered list of tickets to Excel thanks to the built-in XML exporter. This is quite convenient if you need to make some reports.
User profile management
In the user profile page, the administrator can define the following settings for each user :
- Account expiration date : allows to lock the user account after a specific date (useful for contracts or subscription with an expiration date)
- Country : allows you to associate the user with a country
- Company : allows to associate the user with a company name
- Service level agreement : allows to associate the user with a service level agreement
Last but not least, the admin can prevent the user from modifying its email address.
The user profile specific settings can be disabled globally if they aren’t needed.
Company profile management
The administrator can define companies and associate these with users. This is quite useful to group users by company. Then users can be moved from one company to another and company name can be modified along the time as required.
Service level agreement
It is possible to define multiple service level agreements and then assign these to companies or users individually. This is quite beneficial if you want to keep track of the level of service associated to a company or a user.
In the WordPress admin panel, WATS adds a page for the options where the admin can set the ticket numbering format, define a shared guest user who will be allowed to submit ticket, add, modify or delete statuses, priorities, products and types of tickets and define the categories where tickets can be submitted. A lot of other options can also be set there.
WATS is available in the following languages :
- English (Minimum release : 1.0, Originator : Olivier)
- French (Minimum release : 1.0, Originator : Olivier)
- German (Minimum release : 1.0.23, Originator : Tobias Kalleder)
- Spanish (Minimum release : 1.0.49, Originator : Esteban)
- Lithuanian (Minimum release : 1.0.50, Originator : Arturas)
- Russian (Minimum release : 1.0.53, Originators : Alexey and Eugene)
- Indonesian (Minimum release : 1.0.53, Originator : Rizal Fauzie)
- Italian (Minimum release : 1.0.54, Originators : Erick Jara and Alessandro Pagano and Roberto Scano)
- Polish (Minimum release : 1.0.55, Originator : Eryk Lewandowski)
- Belarussian (Minimum release : 1.0.56, Originator : Alex)
- Romanian (Minimum release : 1.0.56, Originator : Alex)
- Dutch (Minimum release : 1.0.56, Originator : Anita Berghoef)
- Hindi (Minimum release : 1.0.56, Originator : Outshine solutions)
- Slovak (Minimum release : 1.0.57, Originator : Branco)