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

[GoHighVoltage]

I have this mod and it works perfectly. No problems.

[Jack.D]

Hello Only User Group 6 Can Acces Live Support Why

[nerowolfe]

Now is ok also firefox.

But, how I can disable for all members the chat live?

[Jack.D]

Hi Use The Other Microsupport There Is One With Just Ticketing And Faq

[dang3rzon3]

is it possible to use bbcode or html in faq?

[micheal332001]

Originally Posted by Sforums

Very true....I had so much trouble with her mods....

I give good support for all my scripts as you can see here i answer almost every post made by members.
Yet no coder gets any thanks form people for the work thay do all you want is everything for free and most coders have commercial scripts they are working on and cannot give all there time for free versions.

As it stands for me as a coder i give 30% of my time for free scripts and 70% of my time for my paying members.

So dont come here and say that you are getting a bad service from any coder that gives you something for free,
Im not just sticking up for me as a coder but for all coders.
If you think you are not getting the right support or what you want with a free script then pay for it and you will get what you want.

Originally Posted by nerowolfe

Hi. Is working good in 4.1.2 with crome, but on firefox is a tragedy!

Can you help me?

This has been fixed with the files added here as i test all my add-ons with IE, firefox Opera and safari

Originally Posted by dang3rzon3

is it possible to use bbcode or html in faq?

at this time no but will be added at some stage.

[GoHighVoltage]

I get excellent support from Michael on all his mods. I have never had any issue with him. He is one of the best programmers here.

Thank you for all your hard work Michael. I sure do appreciate it.

[WEBDosser]

Yes i too give great thanks to you for your time writing these addons..

[micheal332001]

Originally Posted by GoHighVoltage

I get excellent support from Michael on all his mods. I have never had any issue with him. He is one of the best programmers here.

Thank you for all your hard work Michael. I sure do appreciate it.

Originally Posted by WEBDosser

Yes i too give great thanks to you for your time writing these addons..

Thank you both for this i just get fedup with some people wanting to much from coders some times and never think on how long a coder has been making this scripts.

[Welshy2008]

I know what you mean Michael.

I pet hate of mine is when not a Please or Thank you is mentioned.