HelpDesk v1.63

Feature Request...

If you're interested in requesting a feature please use the form on this page:
http://www.hackvb.com/helpdesk.php

Description:
This is a ticket support system. Your members can now open up tickets rather than email you all the time.

Features

• No File Edits!
• Ability to turn the HelpDesk off.
• Ability to turn the New Ticket option off.
• Automated Response to users when tickets are submitted by email or private message.
• Ability to select which usergroups have access to creating Departments and managing the other usergroup's HelpDesk settings.
• Departments / Ticket Categories.
• Limit usergroups to handle certain department tickets.
• Limit usergroups by the following actions: new tickets, edit tickets, delete tickets, resolve / unresolve tickets, claim/unclaim ownership of tickets.
• New Tickets since last visit to forums.
• New Replies since last visit to forums.
• Unresolved / Resolved Tickets.
• WYSIWYG Editor for replies.

No File Edits!
When upgrading your forums there will be no problems. This will not give you any headaches because it almost runs separate of vBulletin..

1 Template Modification
This only has one template modification and that is to the navbar if you want a link there.

How-tos:
Giving Access to the Departments and Usergroup Settings
Usergroup Settings
Managing Departments

Installed?
Please click install if you install so you get notifications of all the latest bug fixes and feature addons.


Bug Fixes / Feature Additions:
v1.00 - Initial Release
v1.01 - Added template caching for a slight performance increase. Thanks to: princeton
v1.02 - Install script updated to create databases with table prefixes. Also added the ability to select which usergroups have access to the administer options.
v1.03 - Uninstall section added to the install script.
v1.50 - Ton of features added. Will update this with a link to the post where I named all the features added.
v1.51 - Bug fix. This fixes the problem with sending PMs for the auto responder.
v1.52 - Bug fix. This fixes the problem where the creator of tickets cannot reply to the ticket and a cosmetic fix to the installer.
v1.53 - Bug fixes. Fixes the problem with the PM pop-up, database errors for some people and the delete errors.
v1.54 - Bug fixes. Fixes the problem with the install script with one table.
v1.55 - Bug fixes. Fixes the problem with the Usergroup Settings page loading half the way down the page in IE.
v1.60 - Bug fixes. Fixes the security hole pointed out by xYarub. This also adds the send a new PM on ticket update feature.
v1.61 - Bug fixes.
v1.62 - Parse error fix.
v1.63 - Really fixed the permission errors.

Donations:
Hacks like these takes up enormous amounts of time and energy. This hack is entirely free to use. Please help me, help the vBulletin community by donating. Donations will keep me releasing hacks for free rather than doing custom work. A donation of any amount is much appreciated! Tell me this hack isn't work a couple bucks?

[Creed]

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?

[j_86]

Originally Posted by WhSox21

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!

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

[WhSox21]

Originally Posted by creed

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?

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

Originally Posted by JimpsEd

- 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

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.

[Wential]

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

[rjordan]

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

[Creed]

Originally Posted by WhSox21

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

Sounds great!

[WhSox21]

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?

[Creed]

Yes, working is better than tons of buggy stuff!

[clearchannel]

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.

[WhSox21]

Originally Posted by clearchannel

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.

Thanks for the compliments.

Originally Posted by clearchannel

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.

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

Originally Posted by clearchannel

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?

This is an addon for today's release.

Originally Posted by clearchannel

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.

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).