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microSUPPORT (F.A.Q & Ticketing Live Support) Details »»
microSUPPORT (F.A.Q & Ticketing Live Support)
Version: 4.6.4, by micheal332001 micheal332001 is offline
Developer Last Online: Oct 2015 Show Printable Version Email this Page

Category: Major Additions - Version: 4.0.x Rating:
Released: 11-26-2010 Last Update: 03-09-2011 Installs: 151
DB Changes Uses Plugins Template Edits Auto-Templates
Additional Files Translations  
No support by the author.

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

************************************************** *************
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.

************************************************** ******************
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

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  • This modification may not be copied, reproduced or published elsewhere without author's permission.
4 благодарности(ей) от:
fwulfers, thang28101993, Zantox

Comments
  #192  
Old 03-31-2011, 07:22 PM
dale09 dale09 is offline
 
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Is it possible to disable the live support? If so, how?

Thanks in advance.
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  #193  
Old 03-31-2011, 08:29 PM
dale09 dale09 is offline
 
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I was able to figure it out. I just edited a few of the templates. However, would be cool to have someone to click and turn it off. Thanks for the mod though!
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  #194  
Old 04-01-2011, 07:24 AM
micheal332001 micheal332001 is offline
 
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Quote:
Originally Posted by dale09 View Post
I was able to figure it out. I just edited a few of the templates. However, would be cool to have someone to click and turn it off. Thanks for the mod though!
This has been added but not to this version only the commercial version.
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  #195  
Old 04-01-2011, 07:30 PM
Mikevet1984's Avatar
Mikevet1984 Mikevet1984 is offline
 
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When will the commercial version be reasy and available Michael? What will the price be about?

You are one of the best coders here....Great support! Thank you very much for everything.
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  #196  
Old 04-02-2011, 06:29 AM
micheal332001 micheal332001 is offline
 
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Quote:
Originally Posted by Mikevet1984 View Post
When will the commercial version be reasy and available Michael? What will the price be about?

You are one of the best coders here....Great support! Thank you very much for everything.
thank you for the nice words as for any commercial versions i cannot talk about them here so i will PM you about this.
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  #197  
Old 04-04-2011, 12:12 PM
RoyalConvict RoyalConvict is offline
 
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Howdy!

Nice work! Everything is fine under 4.1.2

Is it possible to set all questions/tickets as public? Everybody should read tickets or requests from any other user.
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  #198  
Old 04-06-2011, 02:53 PM
Zabulus Zabulus is offline
 
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This is nice but.. Is there anyway to give the user & techs notice that there are new tickets waiting? Like when you have a PM theres a 1 or something blinking or something? Instead of having to manually look.

Also what is the difference between this and commericial
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  #199  
Old 04-07-2011, 11:48 AM
micheal332001 micheal332001 is offline
 
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Quote:
Originally Posted by RoyalConvict View Post
Howdy!

Nice work! Everything is fine under 4.1.2

Is it possible to set all questions/tickets as public? Everybody should read tickets or requests from any other user.
This could be added within the next release at some stage but very busy making sure all bugs are gone before adding in anything else.

Quote:
Originally Posted by Zabulus View Post
This is nice but.. Is there anyway to give the user & techs notice that there are new tickets waiting? Like when you have a PM theres a 1 or something blinking or something? Instead of having to manually look.

Also what is the difference between this and commericial
Microsupport commercial has alot more to offer like.

Support Chat Upload Path
Live Support Active
No Advisers Online Message
Advisers Busy Message
Aviser Online Image
Adviser Off Line Image
Adviser Busy Image
Live Support Welcome Message
Live Support Login Message
Live Support Image Size
Login/Welcome Text Colour
Live Support Mouse Over Colour
Live Support Mouse Down Colour
Live Support Mouse Up Colour
Live Support Online Users Text
Show Floating On/Off line block
Floating Block Background Colour
Floating Block Border Colour
Floating Block Width
Floating Block Text

The ability to share a file with the member you are talking to within the live chat system as well.
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  #200  
Old 04-07-2011, 12:17 PM
Zabulus Zabulus is offline
 
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Like I asked in private, there are 2 things holding me back

#1 There's no notice of a new ticket for the user or support that I can see (Except an email which I would like to turn off). There should be some popup or highlight or SOMETHING obvious to tell the user & techs they have new tickets that are waiting (Like a PM here).

#2 The other thing holding me back is live support shouldn't have to login everytime, it should capture the session in VB, otherwise I would use that feature

Thanks

Zab
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  #201  
Old 04-10-2011, 01:39 PM
micheal332001 micheal332001 is offline
 
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this has been added to the commercial version only.
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