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

[MelH]

<i>Edit:…</i>Managed to figure it out… all sorted now….

[micheal332001]

Originally Posted by MelH

Edit:?Managed to figure it out? all sorted now?.

Sorry m8 have been busy working on the commercial version.
That has all you have asked for and more.

[Raffaele]

Hello Micheal... is there a way i can make the online /offline agent flood so when you scroll down it will scroll with the screen...

I also notices when i'm login live support is disabled is there a way i can enable it
Thank you for your help

[micheal332001]

Originally Posted by Raffaele

Hello Micheal... is there a way i can make the online /offline agent flood so when you scroll down it will scroll with the screen...

I also notices when i'm login live support is disabled is there a way i can enable it
Thank you for your help

Hi there m8

I will look into what you are asking about the on/off line agent.

As for the other problem please give more details so i can see if i can make the same happen on my sites.

[MelH]

Hi Michael,

When a user clicks a category (eg: Registration questions) they are taken to the FAQ's for that category and the heading is >> Questions in category: Registration Questions.

Above this is another heading: >> FAQ Categories. But there is no categories showing under this heading, the area is blank. They have to go back to Help Desk front page to see all categories again.

Should there be categories showing on the questions page? If yes, what could be wrong with my installation and how can I show them? If not how can I make them show?

Thanks for your help....

[micheal332001]

Originally Posted by MelH

Hi Michael,

When a user clicks a category (eg: Registration questions) they are taken to the FAQ's for that category and the heading is >> Questions in category: Registration Questions.

Above this is another heading: >> FAQ Categories. But there is no categories showing under this heading, the area is blank. They have to go back to Help Desk front page to see all categories again.

Should there be categories showing on the questions page? If yes, what could be wrong with my installation and how can I show them? If not how can I make them show?


Thanks for your help....

I will have alook into this as it should be showing the category that the sub category is in.

[MelH]

Originally Posted by micheal332001

I will have alook into this as it should be showing the category that the sub category is in.

I'm not sure if you understood what I meant so I attached a picture. You can see there are no categaries listed under '>>FAQ Categories'

[micheal332001]

Originally Posted by MelH

I'm not sure if you understood what I meant so I attached a picture. You can see there are no categaries listed under '>>FAQ Categories'

Yes i do understand and this bit should not be showing when in a category.

[MelH]

So they always have to go back to Help Desk front page to change category?

[micheal332001]

Originally Posted by MelH

So they always have to go back to Help Desk front page to change category?

Yes at this time they would have to as it will not show the categories when you are in a category.
Lets say you have 100 categories and then you click to go into one of these categories you would still have the 100 categories showing and the questions within the category showing.
So this would not look very good with all this info in one place.

This could be added without a problem but i dont think it would look very good.