HelpDesk v1.63

Feature Request...

If you're interested in requesting a feature please use the form on this page:
http://www.hackvb.com/helpdesk.php

Description:
This is a ticket support system. Your members can now open up tickets rather than email you all the time.

Features

• No File Edits!
• Ability to turn the HelpDesk off.
• Ability to turn the New Ticket option off.
• Automated Response to users when tickets are submitted by email or private message.
• Ability to select which usergroups have access to creating Departments and managing the other usergroup's HelpDesk settings.
• Departments / Ticket Categories.
• Limit usergroups to handle certain department tickets.
• Limit usergroups by the following actions: new tickets, edit tickets, delete tickets, resolve / unresolve tickets, claim/unclaim ownership of tickets.
• New Tickets since last visit to forums.
• New Replies since last visit to forums.
• Unresolved / Resolved Tickets.
• WYSIWYG Editor for replies.

No File Edits!
When upgrading your forums there will be no problems. This will not give you any headaches because it almost runs separate of vBulletin..

1 Template Modification
This only has one template modification and that is to the navbar if you want a link there.

How-tos:
Giving Access to the Departments and Usergroup Settings
Usergroup Settings
Managing Departments

Installed?
Please click install if you install so you get notifications of all the latest bug fixes and feature addons.


Bug Fixes / Feature Additions:
v1.00 - Initial Release
v1.01 - Added template caching for a slight performance increase. Thanks to: princeton
v1.02 - Install script updated to create databases with table prefixes. Also added the ability to select which usergroups have access to the administer options.
v1.03 - Uninstall section added to the install script.
v1.50 - Ton of features added. Will update this with a link to the post where I named all the features added.
v1.51 - Bug fix. This fixes the problem with sending PMs for the auto responder.
v1.52 - Bug fix. This fixes the problem where the creator of tickets cannot reply to the ticket and a cosmetic fix to the installer.
v1.53 - Bug fixes. Fixes the problem with the PM pop-up, database errors for some people and the delete errors.
v1.54 - Bug fixes. Fixes the problem with the install script with one table.
v1.55 - Bug fixes. Fixes the problem with the Usergroup Settings page loading half the way down the page in IE.
v1.60 - Bug fixes. Fixes the security hole pointed out by xYarub. This also adds the send a new PM on ticket update feature.
v1.61 - Bug fixes.
v1.62 - Parse error fix.
v1.63 - Really fixed the permission errors.

Donations:
Hacks like these takes up enormous amounts of time and energy. This hack is entirely free to use. Please help me, help the vBulletin community by donating. Donations will keep me releasing hacks for free rather than doing custom work. A donation of any amount is much appreciated! Tell me this hack isn't work a couple bucks?

[yoyoyoyo]

Originally Posted by dai-kun

How do you disable the option that it pm's the mods/admins everytime a ticket is updated or new?
It's very aggravating when you have 20 PM's

I don't get any PM's hmmmm

[yoyoyoyo]

Originally Posted by thecool

I might be missing something, but I seem to not be able to resolve tickets as an adminstrator (just set it up). I have my usergroup permissions checked so i can do so, but i don't seem to see any options that say, resolve the ticket.

Thanks

first you have to claim the ticket - which means you are going to help and staff members won't be crossing purposes. Look under "TICKET TOOLS" in the upper right hand corner.

EDIT: I guess you got this worked out since the post I was quoting disappeared, but I will leave it in case anyone else has the same problem.

[Antivirus]

installed on version 3.08, testing now!

[attroll]

Originally Posted by JimpsEd

- Guest to create tickets (have to enter an email address too)
- File attatchments

Yes I agree with this one. I have installed the latest version this on my test site right now and installed it in about 15 seconds. Very Awesome hack. I will be putting it on my active site in the next day or two. I am still playing with it right now. But if you could design it so that guests could use it but require them to enter their email address then it would be totally Awesome. If you could to that you could modify the CONTACT US link at the bottom of the forum pages so that it would take people righ to the help desk instead of using the Contact Us link. That would take the cake.

[attroll]

Originally Posted by attroll

Yes I agree with this one. I have installed the latest version this on my test site right now and installed it in about 15 seconds. Very Awesome hack. I will be putting it on my active site in the next day or two. I am still playing with it right now. But if you could design it so that guests could use it but require them to enter their email address then it would be totally Awesome. If you could to that you could modify the CONTACT US link at the bottom of the forum pages so that it would take people righ to the help desk instead of using the Contact Us link. That would take the cake.

Just read a post further back in this thread. Something about if sites are not registered you don't see the unregistered usergroup in the usergroup settings section. Could this be why I can not see it on my test site. So if I put it on my active site that is registered will I be able to see it?

[attroll]

Holy Cow Batman. After reading through all the post in this thread I think I can say this question has not been asked yet.

Right now you can set who has access to the Help Desk option in you ADIMCP but choosing 5,6,7 or what ever user group you want to have access.

What if you have a couple of Admins but you only want one particualer Admin to have access to this these functions. Is there a way to set it so that User id: 3 is the only one that can access the Departments or User group settings?

[WhSox21]

In order to accomplish that for just a few admins you would have to assign those certain admins who you wish to give access to, to a new usergroup. Then you should have no problem.

Guests are not able to create tickets yet, but as I've mentioned before, 3.0.x series has stopped with development. That's one of the reasons why the 3.5 series is taking longer than I expected due to the extra features I've been adding.

[attroll]

Originally Posted by WhSox21

In order to accomplish that for just a few admins you would have to assign those certain admins who you wish to give access to, to a new usergroup. Then you should have no problem.

I have thought of that. But if I switch them to a new user group then they will not have access to the ADMINCP. Hmm. Will have to give this more thought I think.

[HC.]

question

someone created a ticket last night and it sent a pm to all members why?
where can I set it to just send a ticket to admins and mods?
Is there a way to recall all those pm's that were sent to members?

[WhSox21]

Originally Posted by hunterscentral

question

someone created a ticket last night and it sent a pm to all members why?
where can I set it to just send a ticket to admins and mods?
Is there a way to recall all those pm's that were sent to members?

Your departments aren't setup correctly. The only way would be to run a query which would delete based on the content of the PM.