microSUPPORT (Ticketing & F.A.Q)
 

Removed by the Author because:

• For 7 mods, there are 1905 downloads but only 577 clicked installed.
• For these 577 installs I got 4 donations for Brand Free. Make a simple search on the net using the product name and you'll find that 50% have illegally removed my copyright.
• I found 3 vb.org style sites, offering for download my mods but after PAID SUBSCRIPTION, or DONATION

After all, I'll stop be the idiot on this market.

Maria

1.- Usage

I developed this module for my own use. I used to use in the past Kayako and DeskPRO. Really professional support scripts but with so, so, so many features for my needs, so finally I was wasting more time trying to use them, than to offer real support. That's why I decided to code my own module, having in mind to be easy like usining emails, but of course with much more features. Now, I'm sharing this with you, wishing to become a useful tools in your hands.

2.- Installation






The installation is pretty easy, has been checked many times for installing and uninstalling the product. Just follow these steps below:

• Download and unzip the file microSUPPORT.zip
• Open the folder vbulletin and select all files and subfolders inside it
• Connect to your website and open the directory where is your vBulletin installation (usally forum, forums, portal etc).
• Upload the selected files to your site. If you fellow the right way then the file support.php must be on the same level as the index.php file of vBulletin.
• Before any new installation is good to backup your database before, even if nobody is doing it (including me). At lease turn your site off
• Check at your AdminCP->vBulletin Options->Plugin/Hook System that Plugin system is enabled.
• From your AdminCP->Plugin System->Manage Products choose Add/Import Product and import the product: product-microsupport.xml

3.- Configuration







As every vBulletin product, you need to make some initial configuration before it goes live.

• MicroSUPPORT Options
• Setup FAQ categories, Support Departments, Supported Products. Setting Ticket statuses is optional as you can only edit them. Actually this is only for those operating a non-English site, to translate the statuses. Otherwise you can't add/delete statuses.
• Setup usergroup permissions.

4.- Template Modification


The module is using it's own templates, so it doesn't needs any template modification except if you want to add a link to the navbar. In this case you need to modify the NavBar template.

Open it and find:
Add below:






5.- Copyright

• You can modify the code as you like to meet your special needs
• You can distribute this module AS IS, but NOT FOR PROFIT
• My copyright link must remain always visible.
• Even if there is an option to automatically turn off my copyright link, you can't do that unless you're member of my club.

6.- Others

• There is no commercial version, but in the upcoming days should be a special version just for my club's members.
• Support is limited due to lack of FREE TIME.

7.- Version 1.1.0 New Features & Bug fixes

• Fixed the bug where the email didn't sent to client by using mail function instead vbmail.
• Added attachment option to new tickets and replies
• Added filtering option to ticket listing (Tech section). Now a Technician can eliminate the amount of tickets by filtering them by Department and/or Product and/or Ticket status.
• More options in microSUPPORT general options:
• Different email to user for new ticket than the reply
• Default email address (Technician) for notifications for new tickets or new replies.
• Email footer
• HTML emails to user
• Email priority
• User salutation in email
• Allowed attachment types.

8.- How to upgrade

• Unzip and upload all files and folders
• CMOD 777 directory microsupport/attachments/
• Import product-microsupport.xml checking to overwrite.
• Set the extra options

9.- Version 1.2.0 Bug fixes

• In ticket view the data of original post were wrong. Fixed.
• When a ticket was closed View and Close appeared in the select list. Fixed. Now shows only Open for reopening it.

10.- Upgrade from 1.1.0 to 1.2.0

• Upload file support.php
• Import product-microsupport.xml checking to overwrite.

Enjoy it
Maria

1.- Known Bug

[S]The email which is sending to user after a technician's reply, doesn't includes the bodytext. If I can't fix it withing next days, I'll use another way to get the predefinied email.[/S]

2.- Missing feature

[S]
I let out the attachment upload as I'm waiting a response to my post:
https://vborg.vbsupport.ru/showthread.php?t=213068
to see if I can use the attachment feature of vbeditor. If I can't find how to do it, I'll add a normal upload there.
[/S]

Maria

looks very nice.

does this replace the existing FAQ? if so does it import the exisitng FAQ entries?

No, sorry. You can replace the existing by changing the link to point to support.php but the only way to import FAQ is the manually copy & paste. Also by importing them you're loosing the best feature of F.A.Q to format the answer using the editor.

Maria

Can unregistered/not logged in users use this? If so does it have CAPTCHYA for them?

So Good !
Rating and Installed

Something I've been on the lookout for. Thank you! Looks promising. Will test it out. :D

nice mod.

This looks quite nice. When vb 4 comes out later this year will you update it for that?

wonderfull

Hi Maria,
Thanks for writing this useful tool.
Catching an error on support.php?do=newticket Something about "missing ) after argument list"

Sorry I couldn't give more details but this is what FF & IE fetches when a new ticket is opened. A coder I am not ;)

This is a for members only helpdesk, that's why I haven't added an email field in the ticket form. If someone is unregister how should be possible to check his/her tickets. Everything is controlling by userids.

Maria

Thank you Marco:) I believe that it will be a usefull tool especially in hands of professionals Coders/Designers operating their own site, to eliminate the time that they need for supporting their members. This was the main reason that I developed it.

Maria

I believe that it will compatible without any changes, that's why is compatible with 3.6.x, 3.7.x. I never user any exotic vB function and never follown the thread mechanism. The code is simple php code just the database functions are using vB style, something that I believe that will remain unchanged.

In any case, as I'll use it in my own site, for sure I'll try to continue using it there with every new vb version.:)

Maria

hmm... it must be comes out from the javascript function which checks for empty fields. Thank you for pointing me that bug.

Maria

If you use templates then it will need to be updated for vBulletin 4. The entire template system has been rewritten.

Thank you for the info. Really appreciated. I believe that template system should not be an issue for updating it. By the way, as you gave me the honor to reply, could you please give a look at my post:
https://vborg.vbsupport.ru/showthread.php?t=213068

Just tell me if its a mistake of my side, or in general vBeditor dosen't supports attachment functions outside thread mode.

Maria

would love a combined addon, microSupport and microRequests.
i just launched a new website and have a lot of feature requests,
and a few support requests.

why two addons?

Never thought something like this. Great idea:) Do you think that because I'm coder I'm more clever than others or that I can think better?

Maria

:confused:

just one simple question, why TWO products, just wondering, you released both in the same week?
Support, Ticketing, FAQ, Requests... all still the same category, or not?

what i think? I think microRequests should merge into microSupport.

Is there an option to have mads/admins e-mailed or PMed when a user makes a ticket? Or do you have to keep checking over and over.

Love your Mods Marie. Thank you

...haha.... Don't be confused... I haven't any bad thought replying to your question. Simple I didn't thought to merge these products in one. Actually microREQUESTS, was an old mod that I've developed for my own use. I just changed a bit its code and interface. microSUPPORT is a new module.

That's why I'm always saying "Suggest... suggest". Sometime even simple things are not coming to my mind.

Maria

When I'll release the next version in the upcoming days, including the functions that I left out, I'll include what you asked for. It's not lot of work to do.

Maria

1.- Version 1.1.0 New Features & Bug fixes

• Fixed the bug where the email didn't sent to client by using mail function instead vbmail.
• Added attachment option to new tickets and replies
• Added filtering option to ticket listing (Tech section). Now a Technician can eliminate the amount of tickets by filtering them by Department and/or Product and/or Ticket status.
• More options in microSUPPORT general options:
• Different email to user for new ticket than the reply
• Default email address (Technician) for notifications for new tickets or new replies.
• Email footer
• HTML emails to user
• Email priority
• User salutation in email
• Allowed attachment types.

2.- How to upgrade

• Unzip and upload all files and folders
• CMOD 777 directory microsupport/attachments/
• Import product-microsupport.xml checking to overwrite.
• Set the extra options

3.- Known Bug

• Javascript check for empty title in new ticket doesn't works

Great Mod, but i have a question. MIght sound stupid. :)

How can I delete a ticket ? Because I can only close and view one, but not delete. What do I miss here ? :)

Wolfseye

Very beautiful work of Maria :up:
Thank you

You missing something easy. At least as I know, none of Support scripts has this function, as a ticket must remain for history. Closing a ticket is equivalent to deletion. But ok, I can add this feature, is not a big deal:)

Maria

That is greatly appreciated. :) Very cool Mod.

But I'll do it such a way that only technicians can delete tickets. The ticket owner (user) will be still available only to close a ticket. By letting the user to delete a ticket maybe causes problems.

Thank you Maria. Good mod ;)

Just a strange thing, Maria :

When a member add a new ticket, he can add (of course) a description in the ticket. But after, when a technician replies to the ticket, the original description (added by the member) disappears and the original description is replaced by the technician response.

Is it normal?

Of course is NOT normal:confused: But it's so starnge too, as there is no any logic way to do something like this, just because original ticket (text) goes to different table (microsupport_tickets), while all replies are storing to microsupport_ticket_replies.

Give me some time to check it, maybe I did code overwrite in my last release yesterday. But as I can see in the screenshoots above, the texts are different on all posts. Maybe have you confused from the listing? At the top appears the original ticket and below you can see a listing of all replies. At the end is the editor to add reply. Can you see them?

Maria

Yes, see the attachment in my post.

The lats reply is "ouuuuusdssdfdsfdsffsd" and now, description is "ouuuuusdssdfdsfdsffsd".

As I thought... It doesn't actually replaces the data but rather is SHOWING wrong data. I'll fix it within an hour.

Thank you for posting it:)

Maria

1.- Version 1.2.0 Bug fixes

• In ticket view the data of original post were wrong. Fixed.
• When a ticket was closed View and Close appeared in the select list. Fixed. Now shows only Open for reopening it.

2.- Upgrade from 1.1.0 to 1.2.0

• Upload file support.php
• Import product-microsupport.xml checking to overwrite.

Didnt you say you add a DELETE function for tickets ? Please. ;) Thanks in advance.

Bug fixes have priority over new features.;)

Thanks a lot, Maria. Works perfectly now.
Very good mod ;)

Ok, thanks. ;) Let me know in case you have that "Feature" added. Until then I install the old HelpDesk Mod.

Bug reported : The title of a ticket doesn't show in the navbar (when you view a ticket).

Suggestion :
We can't edit ticket content and title.
We can't delete tickets.
We can't edit technician replies
We can't delete technician replies
And every technician should be able to make them