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

[Crxssfade]

Sorry, I should have specified earlier.
I would like notifications like the ones used to display a new private message or unread visitor message on vBulletin.

Thank you,
Tim.

[Hostboard]

email notification is the only supported method. Additional notifications will require you to alter the code.

[Crxssfade]

Would you be able to point me in the right direction in regards to how I would do this?

[Hostboard]

Purchase the commercial version and ask if this can be added?
Higher a coder to do the work for you?

[dang3rzon3]

unistalled!

[dmm2020]

Just a thought on the various responses I see in this thread. Something to ponder...

Just how do you expect someone to go to the paid version when there are a number of issues in the free version that were not fixed? I mean if the free version does not work or is difficult to customize, how do we have faith to buy the paid version? I would rather see the paid version in trial or shareware mode where you try for a period of time before I throw money out on software nowdays. I have gotten burned a number of times paying for software that did not perform as advertised and reluctant to buy any script without being able to see what it does and being able to try it out first.

My suggestion is to make the paid version available in free trial mode, maybe 14 days or so.

[vBNinja]

Will this be updated to work on 4.1.X ??

[Hostboard]

Originally Posted by dmm2020

Just a thought on the various responses I see in this thread. Something to ponder...

Just how do you expect someone to go to the paid version when there are a number of issues in the free version that were not fixed? I mean if the free version does not work or is difficult to customize, how do we have faith to buy the paid version? I would rather see the paid version in trial or shareware mode where you try for a period of time before I throw money out on software nowdays. I have gotten burned a number of times paying for software that did not perform as advertised and reluctant to buy any script without being able to see what it does and being able to try it out first.

My suggestion is to make the paid version available in free trial mode, maybe 14 days or so.

Originally Posted by ivant

Will this be updated to work on 4.1.X ??

This modification is tagged as UNSUPPORTED and to the best of my knowledge it WILL NOT be updated.

Also:
https://vborg.vbsupport.ru/showpost....&postcount=229

So if you have a request you need to go visit his site as he infrequently vists here if at all.

AS mentioned over and over this works with VB versions 4.1.4 and prior ONLY.
The commercial version is fully supported and works on ALL VB versions. I can verify this as I own a licensed copy and I am also planning on buying 2 more very soon. The author also has great support on his site and has always replied to any requests or questions I have had in a timely manner.

The author is planning on an update for the commercial version based on numerous requests some of which I made as well as suggestions I saw here and took the time to make the request on his site.

[GoHighVoltage]

I was one of the original people to buy the professional versions of this and microcart. Michael has always given me great support and help.

As stated above, the programmer made this an unsupported mod. Use at your own risk, and updates yourself.

Good Luck.

[GhostHunter2010]

doesnt work on vb 4.1.9