this is great! any timetable for the next version?

Sometime this week. I'm trying to figure out the best way to allow guests to create tickets. I may just release verison 1.1 without guests ability to create tickets still and then the release after that would have this. There are already 5 new features I've created so far. Won't be much longer probably Wednesday, possibly tomorrow.

It'd be nice to be able to subscribe to the help desk, like you would any forum.

That way, your User CP would show any tickets you have outstanding. And you could get e-mailed when a mod(plus) answers the ticket.

It's even better for mods to be able to subscribe. Otherwise we have to go check the help desk periodically...

Or am I missing something?

This is already a setting I've incorporated for the next version. Although this setting is an admincp and not for each user.

What does everyone think it would be best? Allow users to set that or for the whole helpdesk? I'd like to get some feedback before I continue as that will take a bunch of recoding.

I have run the uppgrade script and I logged in as admin but I cant writ eny tickets whit this account and I cant se eny open ticket

Any chance of email notification when we recieve tickets, and when we reply the user receives a email that we have replied to their ticket?

nice idea... nice... or have it defaluted to a user id.

nah just a pm to the user when THEIR ticked has been responded to.
no need to subscribe to the whole thing. PM/email depending on how they want it done. and a small anouncement box would be nice so they can see what is going on. Mind you that is a template issue and anyone who knows HTML can do that up.

what about the latest 10 questions? or most comon question like linksys has on their website. I find the term ticket confusing its a nerd term (no offense) regular users will confuse the term.

WhSox21, even with all these great suggestions I want to let you know to please continue to make this hack modular and not to create to many file edits, that is a huge plus to this hack and shows your coding skill.

dethfire - I'll take that into consideration. I think that is a good point and may change my way that I was currently coding this next release.

T3MEDIA - This is fully phrased. You can change the phrases in your AdminCP.

computer1 - I have no idea what the problem with your site could be. No one else seems to be having those issues? I honestly have no idea what to tell you. Do you have AIM maybe I could help you over that?

Thanks WhSox21! I also would like to make two suggestions, maybe have the ability to make categories for tickets and make a ticket private.

AIM I dont understand ?

I get script error on
Rad : 334
Tecken 4
wrong one objeckt förväntas

when I go to the helpdesk
my op is win 2000 xp proff and I have sp2 eny ideers about this ??

Private ticket? I'm not sure what you mean by that? Also the categories will be departments.

computer1 - AOL Instant Messenger. Some type of live chat system so I can help you.

I have mns send me pm whit your alias so can you remote me

I assume all the tickets are public and anyone can view. What if you want only the disputant and the mods to discuss it and view it.

No tickets are public. If you don't have admin access then you can only see the tickets you created. If you take ownership of the ticket then only you and the creator of the ticket can view the ticket. Viewing the ticket will give you the same rights as replying to the ticket.

Nice hack and looking forward to the next release :)

Installing :)

nice hack m8 cant wait for the next one is there any way u can delete Tickets after they are Resolved or do they delete them selfs after so long ? if u cant will the next version have it ??? sorry if its been asked

cheerz billy

Just installed this hack, very nice :) can't wait for the new version you are working on

I'd like my users to be able to see existing tickets ( in other words, a default setting to show previous tickets as a help index and the admins ability to hide selected tickets from public )

I must uninstall everything about this howe can I remove all in the database ??

Installed and lovin it. One problem though.

When more than one ticket is present, and an admin replies to one of them, all of the tickets show as being updated by that same admin regardless of whether or not he replied to them.

Also, two request for additional functionality:

- A more specific time of update rather than just "Today" (unless that is tied to my ACP setting for post time format).

**edit** nevermind, it was ^^^

- The ability for Superadmins to see who claimed the ticket.

Thanks for the effort and this is one suite hack :)

Yeah... I would like this too... and if possible a search feature... :) thanks for the hack ......is great....

I'm not sure about this version. This may be next release (like this weekend). I've been working my butt off adding departments and usergroup settings but still keeping no file edits! I also fixed the update error found by mfowler70. That will be released with this upcoming version. Hopefully I'll be able to release this tonight. I have the departments nearly completed and usergroup access is next on the list. It really makes it a pain when you have to phrase everything while you're working! ;)

Anyways, keep your email boxes open... you should be getting something with an update from here soon!

looking forward to it :)

One other request:

An text area where you can request info to be included when someone submits a ticket.

For example, I run a game site. One of my departments will be to assist people who have been kicked or banned from one of my servers. It would be nice if there was an set of instructions where I could list things for the person to include with their help submission so I won't have to ask for it each time.

When I finish my vBMA hack, I'll code an addon for this hack which does that.

If WhSox21 hasn't coded it already by then :)

Just to update everyone on the next version here is what is being added for version 1.10.

HelpDesk Settings
Master On/Off Switch - With a phrase like vBulletin's master On/Off Switch.
HelpDesk Switch Message - For the On/Off Switch.
Usergroups With Department Access - This is where you select the usergroups who have the managing department access and usergroup settings access.
Allow New Tickets - You will now be able to turn off the accepting of new tickets.
No New Ticket Message - Same as the HelpDesk Switch Message. This will give you the option to display the text you want when you're not allowing new tickets.
Automated Response - Has 3 options, None, PM, and Email. You can send a message via one of those ways to users after submitting a new ticket.

Departments
Department - The name of the department.
Display Order - The order to display the departments.
Usergroups - The usergroups who have access to the departments.

Usergroup Settings
Users will now be able to limit each usergroup based on these settings (except for guests):
Can Create Tickets
Can Edit Tickets
Can Delete Tickets
Can Close Tickets
Can Open Tickets

I am about 75% done implementing everything and it's quite possible that the next version will be released tonight. If not then at the latest this weekend. Version number is most likely to change also.

Oh, and still no file edits!

You're a god!!!

I do my best! ;)

Wow, when you put the options for who can be in the departments, do they also have the option to view all open tickets in that department? Or just the ones they take control of?

How about an "Average Response Time Overall" and also an "Average Response Time Per Department"?

A few more suggestions if they haven't been included already;

- Guest to create tickets (have to enter an email address too)
- Auto update pm/email on; user posting/reply to a ticket, staff replying to a ticket
- File attatchments

They will be be able to view all open tickets in the department other than the ones that have been taken ownership of.

Guests - Has been mentioned and will be implemented in next version.
Auto - I may do that this version may wait until next version.
Attatchments - I've thought of this but haven't really done much past that. :)

I'll keep everyone updated with the progress.

Can't wait for the full auto Email version. Sounds like a great hack!

I would love to see this new version! I may wait to install 1.3 now!

Sounds great!

As an update... I have 2 things left to do and some bug testing... If it's not released late tonight then expect a release tomorrow. It all depends on how many bugs I find. I'll keep everyone updated... You won't be disappointed... I promise you... (other than with the lack of features that many have requested in this upgrade, it's still packed with a ton of new features though!) Many more features to come... It all takes time if you want quality... Quality over quantity right? ;)

Yes, working is better than tons of buggy stuff!

This is becoming one of the outstanding hacks for vBulletin. I have a few suggestions, and wonder if they are being considered for a future release.

I would like the ability for the top level admins to have access to view all support tickets, whether claimed or unclaimed, so they may evaluate the profiency of advice given to members submitting support tickets.

I would also like to archive all tickets submitted as a record for the top level admins to always have available for future review. I see once a ticket is resolved it is no longer available to view, or have I missed something?

I would prefere email notification for members who submit a support ticket, as well as to notify admins and moderators of new tickets submitted, considering not all members either chose to enable private messages, or do not have access to private messages.

Thank you in advance for your consideration.

Thanks for the compliments.

This will be for the release after today's release.

This is an addon for today's release.

Next release...

On a side note... I am done with everything except I'm going to change one thing for a feature that will be released in next version. Other than that, I'll be releasing the next version today at some point (most likely sooner than later).