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

[Mariner1]

Can anyone help pls,see above post

[masons]

Well perhaps you read the instructions where it clearly states, it doesnt work on on 4.1

[4tdesign]

Fatal error: Call to undefined function fetch_language_fields_sql() in class_core.php

i did not read the instructions and put ti in 4.1.5 need to remove any advice............

[VBIran]

Put a option that Each user can post X tickets in X Hour.

[Mariner1]

Is this mod still supported

[micheal332001]

Originally Posted by Mariner1

I get this error when clicking on help desk tab

Warning: require_once(./includes/functions_wysiwyg.php) [function.require-once]: failed to open stream: No such file or directory in [path]/support.php on line 59

Fatal error: require_once() [function.require]: Failed opening required './includes/functions_wysiwyg.php' (include_path='.:/usr/lib/php:/usr/local/lib/php') in /home/netwo103/public_html/support.php on line 59

Anyone know what causes this pls.Im using 4.15

i will update this to work with the old and new editors as with vb version 4.1.4 they changed the editor and thats why you are getting this error.

Originally Posted by 4tdesign

Fatal error: Call to undefined function fetch_language_fields_sql() in class_core.php

i did not read the instructions and put ti in 4.1.5 need to remove any advice............

i can tell you this has nothing to do with the support system,
the only thing i can sugest is to reupload the vbulletin files as it looks like one file is missing or did not upload right.

also someone asked if this is supported here well i can tell you that there is very limited support for any of my free scripts released here.

[VBIran]

i will update this to work with the old and new editors as with vb version 4.1.4 they changed the editor and thats why you are getting this error.

This mode havent problem with 4.1.4 .

Can you Put a option that Each user can post X tickets in X Hour?

[GamersChallenge]

does the paid version work with the 4.1.5?

[TCB]

Why invest time in using a mod, rely on its use and then find out it's not support in a new version of vbulletin?

I really honer developers of addons, have respect for their skills and devotion of helping others. But releasing a mod and then don't keep it updated with the releases of vbulletin is BAD. It's bad for the vb community.

Vbulletin should give a timespan for coders to update their addons to support (for example the 4.1.x series) within a month, and then move it to the graveyard. If this happens several times, these coders should be marked.

Don't want to sound harsh or disrespectful, but just like us (moderators/admins/owners of messageboards) you are obliged to commit yourself to the people that are depending on you.

[SocialNetworkBuzz]

Originally Posted by TCB

Don't want to sound harsh or disrespectful, but just like us (moderators/admins/owners of messageboards) you are obliged to commit yourself to the people that are depending on you.

Or learn to fix it yourself

Everyone here does everything for free, so pretty greedy imho to feel they are obliged to make sure your site can upgrade. If you don't have the PHP skills to make adjustments, but a mod means so much to you, then it's simple. Don't upgrade to the next generation of vB. Releases would be more of a ghost town then it already is if the staff ever agreed to your demands. Your type of attitude is why many already have stopped public releases.