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

[TheSupportForum]

Originally Posted by Bluefin221

This actually looks a really nice mod, however seems to have been abandoned.

i doubt that, i think the developer will be working on VB5 version

[by_online]

How can i completely remove this addon ?

[dmm2020]

Originally Posted by MegaManSec

Is this mod now un-supported? I found an SQL injection in it.. Hopefully OP will respond to my PM.

Haven't seen support since the previous developer gave it up. If you go to website, many questions there remain unanswered.

[ibrahimkoky]

nice mod with no support :/

[TheSupportForum]

Originally Posted by ibrahimkoky

nice mod with no support :/

support is only available in his website

[Christos Teriakis]

Originally Posted by simonhind

has anyone got the fix for

Fatal error: Call to undefined function convert_wysiwyg_html_to_bbcode() in support.php on line 272

Hello Simon,

Which vB version are you using? This function is calling if the version is lower than 4.1.4 when vB changed the editor and removed the file includes/functions_wysiwyg.php

Chris

[TheSupportForum]

Originally Posted by ChrisTERiS

Hello Simon,

Which vB version are you using? This function is calling if the version is lower than 4.1.4 when vB changed the editor and removed the file includes/functions_wysiwyg.php

Chris

its now changed to class_wysiwygparser.php
in 4.2.0 PL2 - PL3

[Christos Teriakis]

Originally Posted by simonhind

its now changed to class_wysiwygparser.php
in 4.2.0 PL2 - PL3

I know it. I asked in case that there was a conflist, with old files. The full code there must be like:

	if (version_compare(@$vbulletin->versionnumber, '4.1.4', '>='))
	{
		require_once(DIR . '/includes/class_wysiwygparser.php');
		$html_parser = new vB_WysiwygHtmlParser($vbulletin);
		$vbulletin->GPC['message'] = $html_parser->parse_wysiwyg_html_to_bbcode($_POST['message'], 0);
	} else {
		require_once(DIR . '/includes/functions_wysiwyg.php');
		$vbulletin->GPC['message'] = convert_wysiwyg_html_to_bbcode($_POST['message'], 0);
	}

[ibrahimkoky]

so does it work on 4.2?!

[Christos Teriakis]

Originally Posted by ibrahimkoky

so does it work on 4.2?!

As code should works 100%. The only missing part which needs update is the navigation menu. This can be done automatically with an update from author, or manually by you if you write down the links and then build the navigation menus.

Chris