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

[SpikedRocker]

We've experienced a minor issue with the Live Support. When recieving a chat request from a user, you connect, but the rings will continue for up to 3 times till they stop. Then when chatting, on both ends you see a Server is Trying to Connect message, the messages go through but its quite annoying and doesn't look good. Any thoughts on how to fix?

[Deirdre]

I am having some issues with the emails being sent. Instead of going to the line, it actually write in the email body /r.

I like this mod a lot but there is definitely things that could be done to improve it and it would really be awesome.

Ophelia had some great suggestions and I agree with her that those things need to be added.

Along with what she said:
- Instead of having to enter each tech email for each category, being able to add them to each department. Maybe have a ladder: senior/junior tech etc. And then assign that whole group to one department.
- Option to list some of the FAQs under each category with "view all" or something.
- Email: maybe having a link to the support ticket in question in the email so people can click..or at the very list the title of it. This would be especially helpful for admins so they would at least know which one is being replied to.
- live support: I don't like it at all. It doesn't seem to flow with the rest of it. I think we should be able to choose the background by default and not allow users to change it. Also, we should be able to click on their username to pull up their profile during the chat. The whole live chat needs a lot of work.
- button to disable live chat all together.

[GoHighVoltage]

I think this mod is one of the best. I would recommend you guys to send money donations. This mod works perfectly for me. You can ask and suggest for new features, but the time and energy is enormous, so be sure to donate money to the mod writer.

[kesandal]

Hello Michael,
I think I found a bug.

I am using css-commands in the additional.css for my header-background.
Unfortunately the additional.css i not being loaded when I click on "HelpDesk".

Any idea?

Best regards

[jldrake]

<a href="http://www.voltagegaming.com/forum/support.php" target="_blank">http://www.voltagegaming.com/forum/support.php</a>

Why is it the styling is all jacked up?

[dang3rzon3]

Originally Posted by jldrake

http://www.voltagegaming.com/forum/support.php

Why is it the styling is all jacked up?

i have the same problem and nobody help us to fix it
http://www.pianetagay.com/forum/support.php

[micheal332001]

Originally Posted by dang3rzon3

i have the same problem and nobody help us to fix it
http://www.pianetagay.com/forum/support.php

Im working on a fix for this at the moment and will have some new files uploaded very soon.

Sorry for the delay but have been very busy.

[WEBDosser]

you have to register to see anything?..

http://www.totally-scripts.com/

[micheal332001]

Originally Posted by WEBDosser

you have to register to see anything?..

http://www.totally-scripts.com/

yes thats right you do have to signup for my site as i dont want any unwanted people on my site adding spam and other things.
Thats why you can only see things on my site if you sign up.

[micheal332001]

<u>28th Feb 2011</u>

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