Support Ticket Integration With WordPress

Problem

• Contract with third party ticket system
• Cost of money per user per month
• No ticket creates, update, close, etc. notification to client and agent
• No case timer
• Full manual process

Solutions

• Created custom object in force
• Developed wordpress support portal for client side
• Set up all the agent in force and give access
• Integrate both system via API and by directional real time sync, force to wordpress and word press to force
• Created case timer and created VF page
• Set up workflow and process builder for notification
• Assign agents in different categories

Outcome / Result

• Get notification quickly
• Created multiple reports for monitor all the real time activities
• Reply via email client and agent both
• Tickets link to contact and account, so easy to find all the tickets in one place