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?

[dethfire]

Originally Posted by WhSox21

Just to let everyone know that work is in process for version 1.1. This version will require file edits but still not many.

this is great! any timetable for the next version?

[mykes]

It'd be nice to be able to subscribe to the help desk, like you would any forum.

That way, your User CP would show any tickets you have outstanding. And you could get e-mailed when a mod(plus) answers the ticket.

It's even better for mods to be able to subscribe. Otherwise we have to go check the help desk periodically...

Or am I missing something?

[WhSox21]

Originally Posted by dethfire

this is great! any timetable for the next version?

Sometime this week. I'm trying to figure out the best way to allow guests to create tickets. I may just release verison 1.1 without guests ability to create tickets still and then the release after that would have this. There are already 5 new features I've created so far. Won't be much longer probably Wednesday, possibly tomorrow.

[WhSox21]

This is already a setting I've incorporated for the next version. Although this setting is an admincp and not for each user.

What does everyone think it would be best? Allow users to set that or for the whole helpdesk? I'd like to get some feedback before I continue as that will take a bunch of recoding.

[computer1]

Originally Posted by WhSox21

I don't understand your english very well. Did you run the upgrade script? When you're logged in as admin it will show you all the open tickets.

I have run the uppgrade script and I logged in as admin but I cant writ eny tickets whit this account and I cant se eny open ticket

[laeth]

Any chance of email notification when we recieve tickets, and when we reply the user receives a email that we have replied to their ticket?

[T3MEDIA]

Originally Posted by mykes

It'd be nice to be able to subscribe to the help desk, like you would any forum.

That way, your User CP would show any tickets you have outstanding. And you could get e-mailed when a mod(plus) answers the ticket.

It's even better for mods to be able to subscribe. Otherwise we have to go check the help desk periodically...

Or am I missing something?

nice idea... nice... or have it defaluted to a user id.

[T3MEDIA]

Originally Posted by WhSox21

This is already a setting I've incorporated for the next version. Although this setting is an admincp and not for each user.

What does everyone think it would be best? Allow users to set that or for the whole helpdesk? I'd like to get some feedback before I continue as that will take a bunch of recoding.

nah just a pm to the user when THEIR ticked has been responded to.
no need to subscribe to the whole thing. PM/email depending on how they want it done. and a small anouncement box would be nice so they can see what is going on. Mind you that is a template issue and anyone who knows HTML can do that up.

what about the latest 10 questions? or most comon question like linksys has on their website. I find the term ticket confusing its a nerd term (no offense) regular users will confuse the term.

[dethfire]

WhSox21, even with all these great suggestions I want to let you know to please continue to make this hack modular and not to create to many file edits, that is a huge plus to this hack and shows your coding skill.

[WhSox21]

dethfire - I'll take that into consideration. I think that is a good point and may change my way that I was currently coding this next release.

T3MEDIA - This is fully phrased. You can change the phrases in your AdminCP.

computer1 - I have no idea what the problem with your site could be. No one else seems to be having those issues? I honestly have no idea what to tell you. Do you have AIM maybe I could help you over that?