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

[almty1]

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?

[micheal332001]

Originally Posted by almty1

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.

[micheal332001]

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.

[micheal332001]

Here is a new image for the admincp

[Mikevet1984]

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!

[Teascu Dorin]

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.

[Welshy2008]

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.

[micheal332001]

Originally Posted by Welshy2008

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.

[micheal332001]

Originally Posted by Mikevet1984

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!

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

Originally Posted by dorin2oo7

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.

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.

[Teascu Dorin]

Originally Posted by micheal332001

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!