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

[dmm2020]

First, I really appreciate the fix you did to the post I made in the old thread. Upgrade is awesome.

However, one issue found:

When you click the "Live Support" link, it pops up with a blank white screen titled "Live Support popup. My gut feeling is as soon as I post this, I will find the solution in other posts to this thread I have yet to read. If not, well I am reporting the issue then.

Recommendation:

I use volunteer staff at agaresmedia.com in our and would like to see them benefit a bit by getting voluntary donations for their service. It would be nice for staff to configure their Paypal address and if a member wants to make a donation, click that button and then the volunteer staff member gets paid directly. Is this a feature in the Pro version?

[micheal332001]

Originally Posted by GoHighVoltage

What exactly is this, and what should be here? I am not sure what this setting is or what it does?

Put the usergroups you would like to have access to the
admincp and live chat system.
Place usergroups in like so I.E ( 6,8,9 )


Also, what is the best way to set up all the SPAM settings?

Thanks and nice mod!

Read the info at the top of the page it tells you what this is for.

Originally Posted by dmm2020

First, I really appreciate the fix you did to the post I made in the old thread. Upgrade is awesome.

However, one issue found:

When you click the "Live Support" link, it pops up with a blank white screen titled "Live Support popup. My gut feeling is as soon as I post this, I will find the solution in other posts to this thread I have yet to read. If not, well I am reporting the issue then.

Recommendation:

I use volunteer staff at agaresmedia.com in our and would like to see them benefit a bit by getting voluntary donations for their service. It would be nice for staff to configure their Paypal address and if a member wants to make a donation, click that button and then the volunteer staff member gets paid directly. Is this a feature in the Pro version?

Im looking into the popup problem and will have a fix for this very soon thankyou for letting me know.

I do like the idea of having the pay staff member and will sort something out for this within the live support system.

I will PM you with info on this when its made as it would be something for the commercial version.

[micheal332001]

All files have been updated and should have fixed the popup problem.
You might notice a few other changes as there are more optiond to change some of the live support functions.

[GoHighVoltage]

How do I install an update?

Hopefully I installed the update correctly. I uninstalled the import. Then overwrote all the files by re-uploading the new package. Then I imported the new .xml file.

Did I do it correctly?

[GoHighVoltage]

Hi, Thanks so much, I am a bit confused:

What is the best way, or how to set up all the SPAM settings?

Also, I think I updated to 4.6.4 correctly, by uninstalling the .xml file, and overwriting all the files on the server, then reinstalling the new 4.6.4 .xml file?

What is different in the new files? I did notice the Agent online / offline is no longer in the side block? Is this correct? And I didn't notice any other new options?

[Dadoo]

Please find below microSUPPORT v4.6.4 translated in french.

Install instructions :

Go to AdminCP -> Language & Phrases -> Import -> Import XML file on existant French language (Allow overwrite : YES)

-----

Rendez-vous dans votre AdminCP -> Langues & Expressions -> Importer un langage :
Choisissez le langage "Français" (Autoriser l'écrasement : OUI)

[Teascu Dorin]

Nice work. Now looks like is working nice.

[micheal332001]

Originally Posted by Dadoo

Please find below microSUPPORT v4.6.4 translated in french.

Install instructions :

Go to AdminCP -> Language & Phrases -> Import -> Import XML file on existant French language (Allow overwrite : YES)

-----

Rendez-vous dans votre AdminCP -> Langues & Expressions -> Importer un langage :
Choisissez le langage "Fran?ais" (Autoriser l'?crasement : OUI)

Thankyou for doing this.

Originally Posted by dorin2oo7

Nice work. Now looks like is working nice.

Glad its all working rught now tool alittle time to get there but we did.

[GoHighVoltage]

Originally Posted by GoHighVoltage

Hi, Thanks so much, I am a bit confused:


What is the best way, or how to set up all the SPAM settings?

Also, I think I updated to 4.6.4 correctly, by uninstalling the .xml file, and overwriting all the files on the server, then reinstalling the new 4.6.4 .xml file?

What is different in the new files? I did notice the Agent online / offline is no longer in the side block? Is this correct? And I didn't notice any other new options?

Anything on the questions above?

[micheal332001]

Originally Posted by GoHighVoltage

Hi, Thanks so much, I am a bit confused:


What is the best way, or how to set up all the SPAM settings?

Also, I think I updated to 4.6.4 correctly, by uninstalling the .xml file, and overwriting all the files on the server, then reinstalling the new 4.6.4 .xml file?

What is different in the new files? I did notice the Agent online / offline is no longer in the side block? Is this correct? And I didn't notice any other new options?

the spam settings are already set for you but you can change them if needed.

The only changes are some updates to templates and some of the php files that have some bug fixes.