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

[VinnyS]

Are you comming out with a version that would work with vB 4.2.0 I could use this mod for my site??

[TheSupportForum]

Originally Posted by VinnyS

Are you comming out with a version that would work with vB 4.2.0 I could use this mod for my site??

visit the developers wesbite the fix is alway available
this works on 4.2.0 BTW you just need to put the fix in for the menu from his website

[Christos Teriakis]

The attached files are for those who are using vB4.2+. Upload the support.php file and import the product xml file. After all you'll have fixed:

1. Warning for missing functions_wysiwyg.php file
2. The Navigation tab with all menus and submenus.

Chris

[ibrahimkoky]

error when pressing Helpdesk

Warning: require_once(./microsupport/includes/functions.php) [function.require-once]: failed to open stream: No such file or directory in [path]/support.php on line 65

Fatal error: require_once() [function.require]: Failed opening required './microsupport/includes/functions.php' (include_path='.:/usr/lib/php:/usr/local/lib/php') in /home/ibrahim/public_html/support.php on line 65

I uploaded the php file to main forum root.was that right?

[Christos Teriakis]

Originally Posted by ibrahimkoky

error when pressing Helpdesk

Warning: require_once(./microsupport/includes/functions.php) [function.require-once]: failed to open stream: No such file or directory in [path]/support.php on line 65

Fatal error: require_once() [function.require]: Failed opening required './microsupport/includes/functions.php' (include_path='.:/usr/lib/php:/usr/local/lib/php') in /home/ibrahim/public_html/support.php on line 65

I uploaded the php file to main forum root.was that right?

Correct. But I assume that you have the script already installed. Right? There are more files in the distribution package. I attached here only the modified files. But you can't work only with them.

Chris

[ibrahimkoky]

all files uploaded. and still same error :/

[Christos Teriakis]

Originally Posted by ibrahimkoky

all files uploaded. and still same error :/

Can you connect with FTP to your site and check:

1. if there is a directory microsupport inside your forum directory
2. if there is a file functions.php at microsupport/includes

Something is wrong in your installation. I checked the files before uploading them here. Also the file functions.php is from the original zip file.

[ibrahimkoky]

Originally Posted by ChrisTERiS

Can you connect with FTP to your site and check:

1. if there is a directory microsupport inside your forum directory
2. if there is a file functions.php at microsupport/includes

Something is wrong in your installation. I checked the files before uploading them here. Also the file functions.php is from the original zip file.

its all there. but this file phrasesFR-microsupport.4.6.4a
tried to import it via ACP didn't work.

Edit
ok got it to work now but cant get in there

admin, you do not have permission to access this page.

[Christos Teriakis]

Originally Posted by ibrahimkoky

its all there. but this file phrasesFR-microsupport.4.6.4a
tried to import it via ACP didn't work.

Sorry but I don't know anything for this language file. What I did is to download the zip file from here, then I modified just 2 files, I tested in my site and then post them here. I didn't changed even the version number in product file.

But, thinking a bit careful, I can't find a reason that you're getting this file. The error message is clear. It can't finds the functions.php. But you're saying that this file is there.

[Christos Teriakis]

Originally Posted by ibrahimkoky

its all there. but this file phrasesFR-microsupport.4.6.4a
tried to import it via ACP didn't work.

Edit
ok got it to work now but cant get in there

ehhh.... I said to give support just for a few changes to work with 4.2. In any case. As in all vB addons you need to set usergroup permissions. Also check the general settings.

Chris