Major Additions - 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

[Welshy2008]

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.

[micheal332001]

Originally Posted by Welshy2008

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.

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 will sort this out for next release.

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.

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 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?

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

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.

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.

[vidan]

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?

[Bombera]

5 Stars and Nominated for MOTM Thanks.

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

[VBIran]

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?

[micheal332001]

Originally Posted by vidan

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?

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

Originally Posted by Bombera

5 Stars and Nominated for MOTM Thanks.

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

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.

Originally Posted by VBIran

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?

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.

[vidan]

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.

[micheal332001]

Originally Posted by vidan

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.

[micheal332001]

Originally Posted by vidan

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.

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.

Originally Posted by VBIran

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?

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.

[micheal332001]

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