I don't get any PM's hmmmm

first you have to claim the ticket - which means you are going to help and staff members won't be crossing purposes. Look under "TICKET TOOLS" in the upper right hand corner.

EDIT: I guess you got this worked out since the post I was quoting disappeared, but I will leave it in case anyone else has the same problem.

installed on version 3.08, testing now!

Yes I agree with this one. I have installed the latest version this on my test site right now and installed it in about 15 seconds. Very Awesome hack. I will be putting it on my active site in the next day or two. I am still playing with it right now. But if you could design it so that guests could use it but require them to enter their email address then it would be totally Awesome. If you could to that you could modify the CONTACT US link at the bottom of the forum pages so that it would take people righ to the help desk instead of using the Contact Us link. That would take the cake.

Just read a post further back in this thread. Something about if sites are not registered you don't see the unregistered usergroup in the usergroup settings section. Could this be why I can not see it on my test site. So if I put it on my active site that is registered will I be able to see it?

Holy Cow Batman. After reading through all the post in this thread I think I can say this question has not been asked yet.

Right now you can set who has access to the Help Desk option in you ADIMCP but choosing 5,6,7 or what ever user group you want to have access.

What if you have a couple of Admins but you only want one particualer Admin to have access to this these functions. Is there a way to set it so that User id: 3 is the only one that can access the Departments or User group settings?

In order to accomplish that for just a few admins you would have to assign those certain admins who you wish to give access to, to a new usergroup. Then you should have no problem.

Guests are not able to create tickets yet, but as I've mentioned before, 3.0.x series has stopped with development. That's one of the reasons why the 3.5 series is taking longer than I expected due to the extra features I've been adding.

I have thought of that. But if I switch them to a new user group then they will not have access to the ADMINCP. Hmm. Will have to give this more thought I think.

question

someone created a ticket last night and it sent a pm to all members why?
where can I set it to just send a ticket to admins and mods?
Is there a way to recall all those pm's that were sent to members?

Your departments aren't setup correctly. The only way would be to run a query which would delete based on the content of the PM.

Just give that usergroup Admin permissions.

This is a fantastic mod and will be installing soon...

Whilst I realise that dev of this may be stopped/slowing down due to the immient 3.5 release, I still would kick myself if I didn't request it... If not for the 3.0.x engines, maybe for the 3.5 when I can finally coax the wife into letting me update it! ;)

What I would really like is more of an 'add-on' to this hack as I think that the helpdesk/ticket system (from what I've read) is spot on... But, could there be a 'FAQ builder' added on to it as well?

i.e. User has issue with not being able to post an image in their sig. User opens ticket, Staff answers ticket with proper syntax of BBcode to make it work, Staff clicks button, User notified of answered ticked, (add on bit) ---- Staff clicks another button and an 'editable' version of the ticket is ported to either the FAQ system already in place for vB or a special forum created to be specifically for the FAQ (which ever is easiest to code).

This way, if multiple questions are asked, instead of replying over and over to them, you can refer your users to the FAQ section to see previous tickets what resolved them... The tickets would have to be editable because of possible sensitive data being added to the ticket, but that's the only problem I forsee with it.

Just an idea though! :D

so in my departments under the usergroup section should have the usergroup(id's) set for PM's

whsox21,
Is there a way to have LIVE text chat for the help desk

Just installed it and it's good...

Just one more 'suggestion'

could the departments be allocated emails/userid/both to notify if a ticket comes in?

So, if someone has a sales question, notification of new ticket will go to sales@domain.com....... info goes to info@domain.com...... And so on...


I do apologise if any of my suggestions were mentioned before, but I admit wholeheatedly that I am lazy and did not read all 39 pages before installing this hack.

That's correct. Those usergroups should also be the only ones who can respond to the tickets.

This is planned for a future version of the 3.5 install.

Development for this is in 3.5 version but 3.0.x will not see this feature.

Has everyone thought of the features that are being currently developed? Yes, this will be in 3.5 as well.

I have some suggestions for the new one you are working on for 3.5.

As it is with the current version once a person has Claimed Ownership of a ticket then no one else can see what has transpired with that thicket. I think it would be nice to have the administrator be able to see what is going on with tickets that have Claimed Ownership.

Right now you can only assign a user group to a Department. Which is great, but I would like to see it so that once you assign a user group to that department that you can take it a step further and assign a specific user within that user group to a department. This way each department listed will be able to have either multiple user groups to handle the tickets or just one person can do it. If we could assign specific users to a department then we could also have it send only emails to just that one person that is handling that department instead of the whole user group getting the email.

In the department listing that a user has to choose from when leaving a new ticket can we have the default set to something like “Choose option”. This way if a user goes to leave a ticket and hits transmit and they did not pick a ticket but just left it at what the default is (which is the first one on the list) then it will tell them that they have to make a choice. I can see an issue with this because right now I have my Contact Us set for multiple choices and the users always seem to leave it on what ever it defaults to.

Well that is my three suggestions for now. If you need to explain more about what I am trying to say here please let me know.

Ive set this up and members can send tickets but I am admin and I cant see them anywhere!

I don't think this question has been answered yet -

How do you set it up so that X usergroup recieves a PM when a new ticket is created? So they know to go take a look and start working on that ticket?

Whats the verdict ?

Thanks, I'll be installing this on one of my sites.

As we approach the release of vBulletin 3.5 gold we also approach the initial release of the Help Desk.

I am trying to wait patiently for this release. 3.5 is so close to being released now why don't you go ahead and just put the 3.5 help desk up for us to use?

It's not as simple as that. I'm still in testing stages for a few things. It will be released before vB 3.5 gold or very shortly after.

i cant wait!!!!!!!!!!!!!!!!

well I can't figure this out, I guess I am just thick but the way access controls and such are laid out is totally convoluted to me. I just sent out 10pm's to 8,000 users by accident, ugh..

why do I get this when trying to install?

Warning: Cannot use a scalar value as an array in /admincp/helpdesk_install.php on line 788

Warning: Cannot use a scalar value as an array in /admincp/helpdesk_install.php on line 801

Warning: Cannot use a scalar value as an array in /admincp/helpdesk_install.php on line 816

Warning: Cannot use a scalar value as an array in /admincp/helpdesk_install.php on line 824

Warning: Cannot use a scalar value as an array in /admincp/helpdesk_install.php on line 840

Warning: Cannot use a scalar value as an array in /admincp/helpdesk_install.php on line 842

i dont get this mod at all

no matter what i do to the usergroup setting its seem registered user can administer

I installed this nice system, but have 1 problem till now. The ticket-tools is not opening when I *click* on it. All rights are put on yes for the admin. Please help

can someome help me im trying to uninstall and it says this :

Fatal error: Call to a member function on a non-object in /xxx/xxxx/xxx/xxx/xxx/helpdesk_install.php on line 1049

Great hack btw - have been looking for something like this :-)

Could you please answer this question about PM's though? I have a bunch of mods/admins looking to lynch me due to PM overload since I installed this a few days ago... should be an on/off switch or at least a piece of code i can erase to cut off this function.

*clicks install*

Great hack. This will work great on my private forum where we only accept new membership via refferal from existing members. It allows my fellow admin to approve and create accounts, aswell as create a 'paper trail' of who did what. Thanks again!

don't know if this is totally kosher, but so far seems to solve the problem with no side effects (no more PM's to mods and admins after every ticket update)

removed the following:

Installed fine but when a ticket is generated it the pm get sent to everyone instead of just the ticket creator. What do I need to do to make the pm just go to the person how created the ticket. Vb3.07

Where do I do that edit??

Eagerly waiting for the 3.5 version,

any ideas whne it will be out???

Hanif

Installed , thanks.

Cool thanks - looking forward to it as have just upgraded to 3.5 and lots of outstanding help desk tickets...

What I think I'm going to do is release this same version for 3.5 without any of the upgraded features but there will be one small bug fix.

The development of the current help desk is taken longer than I expected. With all the new features that are being implemented there is much, much more code. The email piping feature with all the regex operations is just taking up way more time than expected.

Just to keep people happy and up to date I'll release the 3.5 version just with the updated info.

I'll keep everyone updated about this. I'll have that out no later than the end of this coming weekend depending on my schedule.

Just keep in mind that this is donating my time to the vBulletin community. I have school work to keep up on and custom paid work in order to support me and my school.

Thanks, man! It is appreciated! This is one I was awaiting an update for before conversion to 3.5.0. Hopefully the new features will be added soon after, but at least we are getting what we have now!