microSUPPORT (F.A.Q & Ticketing Live Support)
 

1.- How it works

• Members having questions, are coming to your support department. They read your Frequence Asked Questions and if they don't solve their problem, they're opening a support ticket.
• By opening a ticket, a copy is going to member, and a notification is going to technicians.
• Technician reply to the question, eighter using a predefinied reply, or writing a fresh reply.
• Technician has the ability to save his reply to predefinied ones, or, if he counts it as common question to add it to as many FAQ categories he wants.
• Member gets the reply, and if he is not totally satisfied, he visits your site to continue the discussion and so on.
• Member and/or Technician can close a ticket
• Member and/or Technician can re-open a ticket

2.- Frontend Features

• Open a Ticket
• My Tickets
• F.A.Q listing
• Live Support
  
• Information Blocks:
  • Latest Questions
  • Important Questions

3.- Technician Features

• Support Tickets List, which can be filtered by:
  • Department
  • Product
  • Status
• Actions for each ticket:
  • Reply
  • Close
  • Re-open
• Actions when replying to a ticket:
  • Select to include a predefinied reply
  • Save reply in predefinied replies
  • Save reply in as many FAQ categories he wants.
• Predefinied Replies (Add, Edit, Delete).
• Add Question to F.A.Q
• List F.A.Q

4.- Administrator Features

• Unlimited depth level of categories for F.A.Q
• Extra Fields
  • Text
  • Radio Button
  • Checkboxes
  • Droplist
  • Textarea
• Departments. Per each department he can assign an unlimited amount of email addresses, which they will be inform when a new ticket is creating for this department, or when a reply comes from the Members.
• Products
• Can turn use of Departments On/Off
• Can turn use of Products On/Off
• Setup the text for the email to Member, upon new ticket creation
• Setup the text for the email to Member, upon a new reply from technician
• Setup the text for the email to Member, upon ticket's auto close.
• Can setup the duration (in hours), to auto close the tickets which they dont have any action from member's side.

5.- Usergroup Permissions

• Can access the support section
• Can submit tickets
• Can attach files to ticket
• Support priority (lower number means higher priority)
• Belongs to Technicians group or not

6.- Installation

• Upload all files to your site keeping the same structure.
• CMOD 777 directories:
  • microsupport/attachments
• Imprort product-microsupport.xml from your admincp
• Setup Usergroup permissions
• Setup General Options
• Setup Live Support Config
• Setup Spam Settings
  

7.- Copyright

• Removing my copyright link from the page's footer is illegal. This module is a copyrighted work of Totally-scripts.comi (aka micheal332001).

Also Many thanks to Maria for letting me take over her add-on aka MicroHellas

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Change Log

27th Nov 2010

• Live Support Added
• Live Support Mini Block Added

3rd Dec 2010

• Live Support System Settings
  
  
  • No Advisers Online Message
  Place the message you want to show your members when there our no advisers online
  • Advisers Busy Message
  Place the message you want your members to see when your advisers are busy.
  • Aviser Online Image
  Place the image name that you want to use for advisers online
  I.E. (onlineimage.png)
  Place the image within the folder ( microsupport/images/ )
  • Adviser Off Line Image
  Place the off line image name here I.E (offline.png)
  Place the image within the folder ( microsupport/images/ )
  • Adviser Busy Image
  Place the image you want to use for advisers busy status. I.E (inchat.png)
  Place the image within the folder ( microsupport/images/ )
  • Live Support Welcome Message
  Place your welcome message here that members will see once they have logged into the live support system.
  • Live Support Login Message
  Place the login message you want to show your members here.
  • Live Support Image Size
  This is the size of the live support images within the main swf file.
  • Login/Welcome Text Colour
  What colour would you like the login/welcome text to be when viewing the live support system.
  • Live Support Mouse Over Colour
  What colour would you like to use for the mouse over colour of users online.
  Please place the code like this ( FF0033 ) without the #
  • Live Support Mouse Down Colour
  What colour would you like to use for the mouse down colour of users online.
  Please place the code like this ( FF0033 ) without the #
  • Live Support Mouse Up Colour
  What colour would you like to use for the mouse up colour of users online.
  Please place the code like this ( FF0033 ) without the #
  • Live Support Online Users Text
  Place the text for the online users list.

9th Dec 2010

Added Live Support forum side block within the install.

23rd Jan 2011

Added within the live support swf the ability to log members out as requested.

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Fixed
Fixed the problem with the quote marks

Added live support image to top of support page See screen shot
Fixed the ' errors within the faq's and Predefinied Reply
Added 2 new templates
These templates what the user that the live support is on or off line and if all advisers are busy.

28th Feb 2011

Fixed a problem with some styles as they were moving the headers and blocks to one side.

Upgrade for this is to just re-import the product.xml file with overwrite set to yes


This will only work with vbulletin version 4.0.x but not for vbulletin version 4.1.x

Tagged cheers Micheal

Interesting mod. I'm going to brainstorm an idea, on how to use this for my forum.

Thanks! :)

Should this be different from the Micro Hellas original thread?

-> https://vborg.vbsupport.ru/showthread.php?t=250594


And if the difference is the Live Support addition why isn't it added on the first /original thread?

Not quite working!

I have set the groups to appear as online but does not appear!
And is not working with other styles as the On/Offline icon removes the logo and background image!

This is the same mod as marias mod its just that i have now taken over the mod.
The reason i have started a new thread was that the only way i can get new files uploaded was to make a new post every time and these then would get lost and members would not know where to find the files to download.

Also i will be able to track problems and fix then as quickly as posible and inform you all.

Live support will only work when an adviser has logged into the live support page here
support.php?do=livesupport
Once they have logged in they then click on the button at the top CHAT ADVISER LOGIN

The adviser will need to keep this page open to be able to give live support

great that you will continue with the work of maria i love this mode ;)

Thankyou

I will be adding in a popup version of the live support so that it will be a smaller window and easyer to keep open for the advisers.

There will be a comercial version coming out with alot more functions for the advisers and users.

As with the version thats on my site you will see that it shows the users online in a list.

Please vote for this mod and click installed in you have installed this add-on

Many thanks

If this script is anything close to the support Maria gives on herer script I would not recommend ant one install this.

This is the same script that maria has released and she has given me full rights over it see here
this is the thead maria has made
https://vborg.vbsupport.ru/showthread.php?p=2121651

Also i give full support to all my scripts and reply to all posts member place also maria has not been very well so please dont put her down as you dont know what she has been through its very un-fair of you and out of order.

Hello Michael,

Two things - I have set it up as per instructions and did the permissions for the advisor. [S]BUT - when I loggin, I enter my details and it doesn't actually loogin - it still shows as no advisers online.[/S] I am now able to loggin, but when I refresh the page, it log me out and I have to sign in again, all the time.

Once you use the login, the next page says "Welcome to out live support" instead of "Welcome to our". How do I change that please?

I have a test ID and when I use this, even though I can see the form and am able to complete it, when I click on send, I get a "No Permission" message. permissions have been set up correctly for this.

I also see that on the support ticket - there is no anti spam (or Kapacha (sp?) anti-spam is selected in my AdminCP. Is it possible to add Kapacha(sp?) if the system is selected for "Not registered or logged in" people, please?

Actually - I have another query:

Would it be possible that we could change the Live help online and offline images please? If so, how, please? and would it be possible NOT to have them next to the loggin section, but instead, have them below it. (and on top of where the navbar used to be on the 3.8 series of vB)?


And one final, but important thing... I notice that the online/offline spport images do not show on the forum unless I go to the support page after clicking on the "HelpDesk" tab (button). I would ike the option to display it on all pages of the forum or just the support page.

Would that be possible, Michael?

Many Thanks.


PS. Did you get my PM the other day?

PPS: If you would like to view this for yourself - let me know, and I will PM you a link to the forum and your username and password with admin permissions. :)

with any flash system you login to and refreash the page you would have to re-login.

I will sort this out for next release.

You cannot login twice with the same broswer as for the vb cookies try 2 diffarent broswers like firefox and IE one with test account other with adviser account

I will add this as an option but there is an anti spam filter built in.

Live support on/off line.
To add this to the main header of your site login to the admincp->Styles & Templates
and open the header template

This part it already put at the top on how to add this to all your forum pages

At this time you cannot change the images for this as they are hard coded into the swf file.
But this will be added to the commercial version where the admin will be able to use there own images.

hey michael, i wonder if admin can create a support ticket for user, then a user coming into support see the ticket has been opened for him/her.
is this feature possible? or is it exist?

5 Stars and Nominated for MOTM Thanks.

How I can translate to my language, can you help me?

Not work @ vBulletin 4.1.0 .
IT said You must login or register to user ticket system to all members after i upgrade to 4.1.0.
Any fix?

This could be added but its not that inportent at the moment to add as members can make there own tickets.

Hi there and thankyou for voting for this to translate this is very simple login to your admincp->Languages & Phrases->Phrase manager
Phrase Type: choose microsupport and all the phrases are there for the support system.

I will look into this but there should not be any problem as there are no code changes that vb has done that would change the way the support system works.
Please make sure you have setup the usergroup setting right as if they have no access then it will ask them to login or register.

is it hard to have such feature?
as admin create ticket for member, and member will get notify of it by email or pm
its feature inherited from kayako support, so i'd like request to have this feature in this modification, thanks.

Like i said this will be added but there are other things im sorting out for this mod first.

There are some things im adding that are from the same system but its taking me some time to sort out some of these things.
Im also hopping to add a desk top ap for advisers to use with this system like kayako dose.

Hi there

I can see the problem and yes vb has changed something thats made this happen.
I will make a fix for this very soon and will let you know.

There is no quick fix for this but i will get onto this today and let you know once i have sorted this out.

have made a fix for the vbulletin vb 4.1.0
This will also work with all vb 4 versions not just vb 4.1.0
I will upload the new zip files soon.

Just import this product.xml file with overright set to yes

I have the Pro version of Microsupport from Maria. How does that work for switching to this version you are working on. Can we remove the copyright and or get the pro version from you?

This is the same one as maria started i have now taken it over from maria.
To be able to remove the copyright you will need to pay me for that from my site here
www.totally-scripts.com

To use this version if you have had marias installed just upload these files and upgrade like you would with any ofther add-on.

Hi all

Just to let you all know i will be uploading a new version of the support system very soon.
This will have some nice little addons for you so that you can change the look of the live support system.

Here are the new options for the admins.

Live Support System Settings

No Advisers Online Message
Place the message you want to show your members when there our no advisers online

Advisers Busy Message
Place the message you want your members to see when your advisers are busy.

Aviser Online Image
Place the image name that you want to use for advisers online
I.E. (onlineimage.png)
Place the image within the folder ( microsupport/images/ )

Adviser Off Line Image
Place the off line image name here I.E (offline.png)
Place the image within the folder ( microsupport/images/ )

Adviser Busy Image
Place the image you want to use for advisers busy status. I.E (inchat.png)
Place the image within the folder ( microsupport/images/ )

Live Support Welcome Message
Place your welcome message here that members will see once they have logged into the live support system.

Live Support Login Message
Place the login message you want to show your members here.

Live Support Image Size
This is the size of the live support images within the main swf file.
Login/Welcome Text Colour
What colour would you like the login/welcome text to be when viewing the live support system.

Live Support Mouse Over Colour
What colour would you like to use for the mouse over colour of users online.
Please place the code like this ( FF0033 ) without the #

Live Support Mouse Down Colour
What colour would you like to use for the mouse down colour of users online.
Please place the code like this ( FF0033 ) without the #

Live Support Mouse Up Colour
What colour would you like to use for the mouse up colour of users online.
Please place the code like this ( FF0033 ) without the #

Live Support Online Users Text
Place the text for the online users list.

More options will be coming within the live support system.

Here is a new image for the admincp

Please michael give more detailed instructions on how to install this mod for non vbulletn newbies like me.

Please update the installation instructions to a more detailed one explaning the steps that should be followed for a complete installation without bugs or errors.

If sb has installed the previous version of MicroHellas what is he/she supposed to do to upgrade to your mod?

Many thanks for your mod!

Regards!

Is not working for different style then the default one. The style is completely changed (the BG image does not appear, the style appears on all page and the menu is moved up on the page)

One suggestion about the Live Support is to have a Connect/Disconnect button available only for the groups set in AdminCP of microSupport.

Sounds good Michael, But - and there's always a 'but', isn't there?..

... If a user pays for the "copyright removal", and I know this is seperate to that, but would be great if possible... Can that person have the choice to have a different file path?

What I mean is; where you have said "microsupport/images" in your post #23 above, can the user with purchased "Copyright removal" have the option to change "microsupport" to whatever he/she wishe? IE: suport/images or livesupport/images etc.


Many Thanks Michael for all your hard work, it hasn't gone unoticed. :)

I do see what you mean here and yes i can make that an option so that you can choose the folders name.

At the top it tells you most of what you need to do to set this up.
As for the other settings they have default settings and dont need to be changed unless you want to.
Also i have added descriptions to eash of the settings to tell you what they are for so setup should be easy.

To add this version of the support system to the one that you may have installed (I.E. the MicroHellas ) they are both the same systems its just i have now taken this over and had to open a new thread.
So upgrading from and old version of a mod is the same with this version of the mod.

Upload all files to forum root
Login to admincp import the product.xml file with overright set to yes.

Thats as easy as it can get

Im going to be installing some more styles so that i can see this problem and sort it out for you.

If your style is a free version please give me the link to it and i will use that style you are using.

I have two skins and both of them are not free, but I believe you can try any transparent (with background) style from this forum. I do not believe that I am allowed to post the skin names or the site here.

P.S. Thanks for you answer!

Have updated the file microsupport_com_463a_part1.zip
This has the fix for the style problems.

Just import the new product.xml file with overright set to yes
and all should be fine with your styles now.

CONGRATULATIONS for this!!

Great Mod!!!!

I only seem to have 1 issue. The added live support image to top of support page will not change when I get online. I can login with a different user at another computer and it stays at Off Line.

Thanks and keep up the good work!

If you would like me to have alook i will do m8 just send me a PM and i will take alook for you.

Now is working on other styles too. From what I see you removed the header icon with Offline/Online.

Another issue, may be only for me, is that Live Support menu is working but the Technicians drop-down Live Support for pop-up window is loading as an empty page (Tested on Mozilla Firefox and Opera browsers).

I will look into this when i get back from work as i have togo away for a few days.

Thanks for update but if I want customize Live Support Image Size,Live Support Login Message or change Support image nothing change I don't now why, but still all is in default.Does anyone have the same problem?Maybe problem is my version vbulletin I have 4.0.8

Thankyou very much

If you can give me a PM with your forums admincp login and i will take alook for you when i get back home.

Same here. Using 4.0.8 PL2. Image does not change. Stays in off line image.

Once logged into the live support system have you clicked the button at the top saying "Chat Adviser Login"

Within the live support system the on/off line images will only updates every 5 seconds
If you have the live support within the header that updates every 15 seconds.

If you would like me to have alook please PM me and i will take alook, will need admincp login details within the PM.