Welcome to the Customer Service Center for Shopware 6!

The Customer Service Center is a comprehensive Shopware 6 extension that adds a complete customer service portal to your shop. Customers get a central point of contact for all support requests — directly in your shop, without external helpdesk tools.

What can the plugin do?

• Ticket system — customers create support requests directly in their shop account
• Category management — structure tickets by topic (e.g. shipping, payment, returns)
• Admin interface — manage and reply to all tickets centrally in the Shopware admin
• Automatic email notifications — customers and admins are informed of every status change
• FAQ integration — seamless connection with the FutiFaqManager for self-service content
• Status management — track tickets through defined status transitions
• Escalation — automatic notifications for overdue tickets

How the plugin works

The Customer Service Center operates on three levels:

1. Categories — Thematic groups for tickets (e.g. "Shipping", "Returns")
2. Tickets — Customer support requests with message history
3. Replies — Communication between customer and shop operator directly in the ticket

The flow for the customer:

1. Access the Service Center in their shop account
2. Create a new ticket — select category, enter subject and description
3. Track replies and respond to follow-up questions

Recommended setup flow

1. Install the plugin
2. Configure — Set up email settings and ticket system
3. Create categories — Define topics for tickets
4. Set up FAQ integration — Connect with FutiFaqManager (optional)

All chapters of this documentation

• Installation
• Configuration
• Administration
• Usage (customer view)
• Email System
• FAQ Integration
• Technical Details
• Troubleshooting
• Changelog

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If you have any questions or issues, please contact us at support@fulltime-ecommerce.de.