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

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

[ibrahimkoky]

Originally Posted by ChrisTERiS

ehhh.... I said to give support just for a few changes to work with 4.2. In any case. As in all vB addons you need to set usergroup permissions. Also check the general settings.

Chris

your help is really appreciated
Thank you

[almobd3]

I want to add some modification if possible

* having pre-made forms for departments.
* adding more fields to the ticket Ex: phone, address, P.O.Box , Character name.

the modifications can be paid if needed

I haven't installed it yet .. waiting for someone to help.

thanks in advance

[Christos Teriakis]

Originally Posted by almobd3

I want to add some modification if possible


* having pre-made forms for departments.
* adding more fields to the ticket Ex: phone, address, P.O.Box , Character name.

the modifications can be paid if needed

I haven't installed it yet .. waiting for someone to help.

thanks in advance

Custom fields are already supporting. You can find them as Extra fields in the menu. But these fields are global for all departments. You can contact the author at tottaly-scripts.com

PS: But difficult to believe that since May 2007 when your registered, this is your first post. Most probably a fake post, right?

Chris

[almobd3]

Custom fields are already supporting. You can find them as Extra fields in the menu. But these fields are global for all departments. You can contact the author at tottaly-scripts.com

PS: But difficult to believe that since May 2007 when your registered, this is your first post. Most probably a fake post, right?

Chris

thanks for your quick response.

why is that a fake post?!

I registered when I knew about vb but have no license but now I have one

so I can post.

Is there a possibility to add the pre-made forms ?
EX:
[[ <!-- Complaints --!>
Abuser:

why is the complaint?

words said by the abuser in attached pic or link:

]]

that's will save my + my staffs' time just to read the ticket as fields not forms.


tottaly-scripts.com => Server not found

thank you.

[TheSupportForum]

Originally Posted by almobd3

thanks for your quick response.

why is that a fake post?!

I registered when I new about vb but have no license but now I have one

so I can post.

Is there a possibility to add the pre-made forms ?
EX:
[[ <!-- Complaints --!>
Abuser:

why is the complaint?

words said by the abuser in attached pic or link:

]]

that's will save my + my staffs time just to read the ticket as fields not forms.


tottaly-scripts.com => Server not found

thank you.

http://www.totally-scripts.com/content/

[tutsgraphic]

i get this error:

PHP Code:

Warning: require_once(./includes/functions_wysiwyg.php) [function.require-once]: failed to open stream: No such file or directory in [path]/support.php on line 59

Fatal error: require_once() [function.require]: Failed opening required './includes/functions_wysiwyg.php' (include_path='.:/usr/local/lib/php') in /homez.362/tutsgrap/www/forum/support.php on line 59 


how to fix this?

[lamur]

I get this error VB 4.2.x

Fatal error: Call to undefined function convert_wysiwyg_html_to_bbcode() in /home/xxxxxxx/public_html/xxxxxx/support.php on line 642

[megabink]

Installed and working on 4.20pl3.
Thanks for the fix ChrisTERiS

[megabink]

Update:
I get this error: Fatal error: Call to undefined function convert_wysiwyg_html_to_bbcode() in /[path]support.php on line 642 when i try to submit a ticket.

The installation went smooth and everything is working except from submitting a ticket.

Update again lol:

I deleted the 642 line:

$bodytext = convert_wysiwyg_html_to_bbcode($vbulletin->GPC['message']);

now everything is working like it should!

[skylab]

Too bad this went out of date. Pretty good idea for a mod. I'd likely pay for something like this. Right now I do everything manually.