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

[Datenpapst]

Everytime I try to create a ticket it says I dont have the rights to do so - even though I set all the rights for my usergroup.

I am using vb version 4.1.3

[micheal332001]

Originally Posted by Datenpapst

Everytime I try to create a ticket it says I dont have the rights to do so - even though I set all the rights for my usergroup.

I am using vb version 4.1.3

Please make sure you have uploaded all the files to the right place and rebuild the bitfilds and it should work fine as no one else has reported this problem.

If you still cannot get this to work please feel free to pm me with your admincp and FTP login details and I'll sort this out for you.

[VBIran]

This script have a problem in header ! it doesn't show the notifications correctly .

[micheal332001]

Originally Posted by VBIran

This script have a problem in header ! it doesn't show the notifications correctly .

can you show me a screen shot and ill look into it.

[binu_ji]

Originally Posted by vidan

hey michael, i wonder if admin can create a support ticket for user, then a user coming into support see the ticket has been opened for him/her.
is this feature possible? or is it exist?

Is this feature will be added?
I also need this feature.

Also i want admin to edit the replies

Thanks

[TurkeySub]

Hi,

Has this been updated to support v4.1.3?

I have it working but looks like at least one page has a template issue (Submit a ticket page, livechat image and info is at the top right of the page).

A few questions:

1) Is there a way to disable livechat from showing?
2) When a technician replies to a ticket it is no longer displayed, is there a way to allow it to continue to display in the event the technician needs to reply to the ticket again?

[micheal332001]

Originally Posted by TurkeySub

Hi,

Has this been updated to support v4.1.3?

I have it working but looks like at least one page has a template issue (Submit a ticket page, livechat image and info is at the top right of the page).

A few questions:

1) Is there a way to disable livechat from showing?
2) When a technician replies to a ticket it is no longer displayed, is there a way to allow it to continue to display in the event the technician needs to reply to the ticket again?

in the commercial version you can turn on or off the live chat.
as for num 2 the tech can still view any ticket he/she wants.

[Hostboard]

When a member submits a ticket, I see it. I then reply to it but after I submit it, it disappears from view? Am I missing something?

[micheal332001]

Originally Posted by Hostboard

When a member submits a ticket, I see it. I then reply to it but after I submit it, it disappears from view? Am I missing something?

when you click the tickets todo it will not show you tickets you have replyed to, you will need to change the Status filter to show the ones you want or just click the button filter to show all tickets.

Hope this helps you.

[Hostboard]

The filters are all set to "all" Still, the 2 tickets I replied to are MIA. If I change the filter to "progress" now I can see them. Shouldn't "all" mean just that?

Is there any chance of possibly getting the ticket list to: hot link the user who create the ticket to their profile & maybe add another column to show who was last to reply?

Also if I decide to purchase the pro version how easy is it to upgrade?

Love this addon!

Edit: Also a date and time stamp on the ticket list would be helpfull as would be a way to change the order of the tickets between oldest to newest or newest to oldest.