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

[Christos Teriakis]

Originally Posted by dizzynation

someone said this works for 3.8 - can anyone confirm?

Not this one. There is a seperate version for vB3.x

Chris

[dmm2020]

Originally Posted by New Joe

I have this working on versions right up to 4.1.12
And for 4.2.0, it can work but takes a lot longer to make work.
PM me for details.

Why not post details here?

[dmm2020]

Almost appears this software is abandoned. No updates in a long time. Any plans on it?

[lovevn]

Originally Posted by dmm2020

Almost appears this software is abandoned. No updates in a long time. Any plans on it?

Please stay away from this developer, he is always posting as may addons as possible but no support.

The samething happens with maria (who deveploped the classifieds and sold it to this developer?)

[matrixmark]

I hate devs that make awesome plugins then abandon them.

Sucks but hey.

Anyone know of an alternative to this one?

[ProFifaLeagues]

To be fair there is some unneeded comments in here and both Micheal and Maria have been a good help in the past to me with there mods and also the Community as a whole.
Maria I think was very Ill which is why she passed up on her mods in the end and Micheal also says at the very top in the mod details its not supported.

As you see above there is an offer to help people use this on the latest 4.2Versions by other members so be thankful we have the mod in the first place Free of charge

[dmm2020]

Originally Posted by ProFifaLeagues

To be fair there is some unneeded comments in here and both Micheal and Maria have been a good help in the past to me with there mods and also the Community as a whole.
Maria I think was very Ill which is why she passed up on her mods in the end and Micheal also says at the very top in the mod details its not supported.

As you see above there is an offer to help people use this on the latest 4.2Versions by other members so be thankful we have the mod in the first place Free of charge

I am not slamming the developer. Problem is there is no other vb integrated support ticket system out there. I only wished the vB staff would release their system as a mod. Least the support would be there on that one.

Developers get something called code block after a while, and eventually they walk away from projects they did out of waning interest and other reasons.

As for offers to help people make it work on 4.2, I would rather see the code fixes posted.

[ProFifaLeagues]

Yeah can understand that Point mate!

Heres a free open source Ticket system which is easy to run alongside Vbulletin and Works Great so may be of use for some People looking
http://osticket.com/

• Features osTicket is designed to help you streamline support requests and improve customer support efficiency by providing staff with tools they need to deliver fast, effective and measurable support. Some of the core features include;
• Web and Email Support
• Tickets can be created via email, online forms or phone (created by staff). Flexible configuration and mapping. Auto Response
• Automatic reply that is sent out when a new ticket is opened or a message is received. Customizable mail templates. Canned Replies
• Predefined responses for frequently asked questions. Internal Notes
• Add internal notes to tickets for staff Help Topics
• Configurable help topics for web tickets. Route inquiries without exposing internal departments or priorities. Alerts and Notices
• Staff and clients are kept up to date with email alerts. Configurable and flexible settings. Role-based Access
• Control staff's access level based on groups and departments. Assign & Transfer Tickets
• Assign tickets to a staff and/or department. No signup Required
• No user account or registration required for users (ticket ID/email used for login). Support History
• All support requests and responses are archived.

[dmm2020]

Originally Posted by ProFifaLeagues

Yeah can understand that Point mate!

Heres a free open source Ticket system which is easy to run alongside Vbulletin and Works Great so may be of use for some People looking
http://osticket.com/

• Features osTicket is designed to help you streamline support requests and improve customer support efficiency by providing staff with tools they need to deliver fast, effective and measurable support. Some of the core features include;
• Web and Email Support
• Tickets can be created via email, online forms or phone (created by staff). Flexible configuration and mapping. Auto Response
• Automatic reply that is sent out when a new ticket is opened or a message is received. Customizable mail templates. Canned Replies
• Predefined responses for frequently asked questions. Internal Notes
• Add internal notes to tickets for staff Help Topics
• Configurable help topics for web tickets. Route inquiries without exposing internal departments or priorities. Alerts and Notices
• Staff and clients are kept up to date with email alerts. Configurable and flexible settings. Role-based Access
• Control staff's access level based on groups and departments. Assign & Transfer Tickets
• Assign tickets to a staff and/or department. No signup Required
• No user account or registration required for users (ticket ID/email used for login). Support History
• All support requests and responses are archived.

Thanks, but I need one like microSupport that is integrated into vBulletin. It kind of sucks that mods that start out so well tend to die before they reach full potential.

[Hostboard]

Just use Project Tools: https://vborg.vbsupport.ru/showthread.php?t=270346