Support modifications
 

Currently I'm using a conglomeration of about 3 different mods (forms/support forum/new thread button) to achieve this in our forum...but it's still missing a bunch of functionality. I'm wondering if anyone knows of a more detailed support modification out there for vBulletin? Not the vBulletin projects mod, it doesn't allow the customization like I need.

Anyone know of anything?

<a href="https://vborg.vbsupport.ru/showthread.php?t=94023&highlight=vbsupport" target="_blank">https://vborg.vbsupport.ru/showt...ight=vbsupport</a> ?

still in beta, no demo, and the note in big red bold letters at the top is a bit unnerving...

Thats error was fixed ;)

Oh man, only if Jelsoft would release their support ticket code as a mod or even a paid addon. Vbsupport seems to have been abandoned last time I checked. Shame, as many people want something like this, but need more functionality than the stable version contains.

I would gladly pay for something like this. This seems like such a shoe in for forums...so many software development forums out there. Heck, we host like 10 different front end support forums on our forum. Not to mention our store and other users products...they would ALL benefit from this.

I need to be able to outline a form that the users fill out to give us the information we need. I need the ability to allow attachments. I need the ability to better organize tickets and to assign them to various users. I need a ticket support system fully integrated with vBulletin!

well, on another note, does anyone know of any software out there for this? doesn't have to be integrated into vbulletin, but would be really nice if it were.

I want other users to have the ability to see the tickets and respond to them, as many times other users help solve issues as much as staff do.

the best support ticket software I have seen is Kayako's Support Suite. It's a little expensive, but has some great features.

http://www.kayako.com/supportsuite.php

It looks pretty cool...and is definately something I'm going to look at in more detail.

I'm just hesitant as I'd prefer to have everything located on vBulletin...and I need to be able to set up a form that people fill out with information related to their problem...because we all know when people report issues, they never give you all of the information you need unless it's laid out to them as such.

the projects tools can be modified just like vBulletin .. what exactly are you looking for?

Apparently it can't.

I think a bit of an explination is in order:

We are a CarPC forum. Our company develops the StreetDeck front end software for CarPCs as well as a number of different hardware items for use with CarPCs. I've set-up two different sub-forums for bug reporting for our StreetDeck software: one for public releases and one for internal releases. I'll be adding other bug reporting forums for various hardware as we come out with them as well.

http://www.mp3car.com/vbulletin/streetdeck-bug-reports/

That's the public release bug reporting forum. I've used to following mods to make this work like this:

• Edit New Thread button - his changes the direction for the new thread button and sends it where I tell it to go instead.
• Forms modification - this allows me to create different forms for the different bug reporting areas that I need. If you click on the New Thread button in there, you'll be taken here
• Support Forum - To show open and closed issues
• Post Icons Forum Permissions - To allow only certain user groups to assign certain post icons (the 1,2,3, & 4 to the left of each bug report).
• I have given the users the ability to open and close threads in these forums so that they can close a bug if they find the solution and it's not a bug or if they feel that a closed bug isn't really fixed.
• User Drop Down for CarPC Specs - this way users don't have to continue to post their system specs, but rather they can just post it once. This is also extremely helpful throughout the rest of the forum as people usually need help in troubleshooting their installs...it also saves room in signatures.

I would like to be able to add other features to this:

• The ability to assign bugs to users in a specific user group.
• The ability to add status to both the thread and the thread list view.
• Like vBulletin Project, the ability to have other users report that they are able to reproduce the bug without having to actually make a post.
• The ability to designate a module (or area) of the software where the issue is occuring. Having this listed in the thread and in the thread list would be ideal.

It's critical that other users be able to post in response to these bugs as many times, our users are just as critical in helping to determine the source of bugs or to help determine that the issue isn't a bug, but rather a user or machine specific issue. It's also critical that users be able to use attachments as screen shots and log files are very important.

I know this is a LOT of requirements, but if I could get 90% of the extrals that I listed, then I'd be happy. I just cannot do away with the features I've already developed.

So...anyone?:cool:

I think project tools does most of what you listed

apparently I cannot set fields that would give me the information I need like what I've done with the form.

That is the #1 most critical part of what I need.

But who knows since I can't see the back end of it since they don't have a demo...I've been told that there's no need since most everything is done through the front end...which tells me it doesn't even begin to fit our needs.

I suggest that you buy the PT and hire someone to make the appropriate modifications to it.

The PT can be modified .. and, it can work the way you want it to.
The only limitations are the limits that you place on it.

On my site, I've customized my PT (renamed "Addons") to suit my needs.
Still working on it but you can see the direction that I'm going with it.

If I can't even test it out for myself, front end and back end, I don't want to throw down the money on it....sorry. Just about every piece of software out there now has the option to try before you buy....all of it, not just a limited part of it on the front end.

vbulletin did say that one will be up .. you just need patience :)

you can always stick to what you currently have .. if it works why replace?

Because it doesn't do everything we need...unfortunately...

That is gold! Integration with vbulletin, OSCommerce, Outlook and loads more. Do you have experience with this software? Please elaborate if so.

I feel really stupid...I didn't even see that that software integrated with vBulletin...now I'm going to look in more detail!

Is the only integration with logging in?

I wonder if it would be possible to link each area of bug reports to a seperate area on the support software?

Also there is a 10-15% discount on the software right now. And yes its only login integration

I seriously considered purchasing it for several months, and spent a lot of time in their demos, but in the end I coded my own solution extending the vBulletin code. My solution certainly isn't as advanced as theirs or as flashy, but it's designed exactly to our needs and much more integrated than supportsuite coule ever be.

Antivirus -

Would you be willing to post up your hack? For a fee even?

No need to hire anyone if you are willing to work with me on it!

I have started working on hacking the code to better fit my own needs and if you are interested in helping me design and test the changes I will be glad to share the code when we are done.

My time is a little limited for the next week as I will be traveling for work BUT perhaps at night I can play with the code some... Send me an PM if you are iterested and I will create a working group on my site where I am using Project Tools.

I think I am going to buy project tools for my other five vBulletin licenses as well but I need it to work better then it does now before I invest the money.

PM sent!