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

[princesspepper]

Originally Posted by micheal332001

Please make sure you have uploaded all the files to the right place and rebuild the bitfilds and it should work fine as no one else has reported this problem.

If you still cannot get this to work please feel free to pm me with your admincp and FTP login details and I'll sort this out for you.

My members and moderators are getting this problem too. Also on 4.1.3. I get this problem as admin when I try to reply to a ticket, although I can at least get into the helpcentre.

I have checked and double checked permissions. They are all correct.

[micheal332001]

Originally Posted by Hostboard

The filters are all set to "all" Still, the 2 tickets I replied to are MIA. If I change the filter to "progress" now I can see them. Shouldn't "all" mean just that?


Is there any chance of possibly getting the ticket list to: hot link the user who create the ticket to their profile & maybe add another column to show who was last to reply?

Also if I decide to purchase the pro version how easy is it to upgrade?

Love this addon!

Edit: Also a date and time stamp on the ticket list would be helpfull as would be a way to change the order of the tickets between oldest to newest or newest to oldest.

when going to the tickets todo list it will only show the tickets that have no replys to them.
Only when you click the filter will it show all tickets.

Is there any chance of possibly getting the ticket list to: hot link the user who create the ticket to their profile & maybe add another column to show who was last to reply?

Thats a good idea to hot link to users profile will sort this out for the next release of the commercial version.
And to show who last replyed is a good idea as well.

To install the commercial version is easy just upload the files import the xml with overwrite set to yes.
The commercial version is an extention of the free version so it just upgrades.

Also a date and time stamp on the ticket list would be helpfull as would be a way to change the order of the tickets between oldest to newest or newest to oldest.

also another good idea to be added.

Thanks for the kind words about this add-on but not all the credit can go to me as Maria did alot of this system i just updated it and added in a live support system.

[Hostboard]

Can you also add the ability for tickets to be publicly viewable. Maybe an ACP option for user groups OR maybe a simple check box some where visible on the page. My users tend to like to see if the issue has been reported and then make a note that they also have the same problem or see we are working on a resolution. Also they can view previous issues and or solutions figure out their issue on their own.

TIA

[kabir]

Dear I Install That But Show This Error

Warning: Unexpected character in input: ''' (ASCII=39) state=1 in /home/inspireg/public_html/support.php on line 1344

Parse error: syntax error, unexpected '<' in /home/inspireg/public_html/support.php on line 1344

[micheal332001]

Originally Posted by kabir

Dear I Install That But Show This Error

try re-uploading the files as this shows they were not uploaded right.

[Poohnix]

We're getting an error not having permission to view the page when submitting a ticket, (and the ticket isn't submitted), even when the usergroup permissions are set to "can submit ticket". This is on a vB 4.1.3 install.
Also there seems to be something strange with the live chat - it says all operators are busy, no matter how many are logged in. (It appears the system treats Technicians as regular users in need of support, not as Technicians...)
What are we doing wrong here? We've double- and triple-checked all settings again and again, but can't find anything amiss.
(PS. This is the same as Princesspepper posted about May 30, above.)

[TheShanka]

Do we have the option of paying for Copyright Removal?

[micheal332001]

Originally Posted by Poohnix

We're getting an error not having permission to view the page when submitting a ticket, (and the ticket isn't submitted), even when the usergroup permissions are set to "can submit ticket". This is on a vB 4.1.3 install.
Also there seems to be something strange with the live chat - it says all operators are busy, no matter how many are logged in. (It appears the system treats Technicians as regular users in need of support, not as Technicians...)
What are we doing wrong here? We've double- and triple-checked all settings again and again, but can't find anything amiss.
(PS. This is the same as Princesspepper posted about May 30, above.)

Make sure you have uploaded all files to the right place and also run this from your admincp.
http://www.USERSITE.com/USERFORUM/ad...buildbitfields

Originally Posted by TheShanka

Do we have the option of paying for Copyright Removal?

Yes there is and you can get info about this here www.totally-scripts.com/shop/shop.html

[Poohnix]

Originally Posted by micheal332001

Make sure you have uploaded all files to the right place and also run this from your admincp.
http://www.USERSITE.com/USERFORUM/ad...buildbitfields

I'm sorry, but still no joy... We reinstalled microSupport completely, double-checked file locations and permissions, run buildbitfields, but still get a VB permission error when trying to submit a ticket. (Even when an admin does it.)
Also, the live support... isn't there supposed to be an option for Technichians to log in as Technichians? As it is, there is no such option we can find, so the live chat is always unavailable, because "all advisors are in chat".
I don't know if we're just dense, but both admins have long experience from vB admin and programming. Perhaps we're missing something obvious, but we've spent many hours trying to find the issue with no success.

[micheal332001]

Originally Posted by Poohnix

I'm sorry, but still no joy... We reinstalled microSupport completely, double-checked file locations and permissions, run buildbitfields, but still get a VB permission error when trying to submit a ticket. (Even when an admin does it.)
Also, the live support... isn't there supposed to be an option for Technichians to log in as Technichians? As it is, there is no such option we can find, so the live chat is always unavailable, because "all advisors are in chat".
I don't know if we're just dense, but both admins have long experience from vB admin and programming. Perhaps we're missing something obvious, but we've spent many hours trying to find the issue with no success.

if you would like me to take alook then please feel free to send me a PM with ftp and admincp login details and ill sort out for you.