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microSUPPORT (F.A.Q & Ticketing Live Support) · **Released**: 11-26-2010

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

Mike Bucy · #62 12-30-2010, 10:24 PM

Hi Michael,

Great Mod!!!

I do have one problem. When I click on My Tickets the Live Support Box goes all the way across the header. Works fine in Firefox but not IE8.

Also note that "Important Questions" and "Latest Questions" menu's are not formatted corectly.

Example:

I also want to remove the HelpDesk Navbar button without modifing your microsupport_tabmenu. Any better way to do this?

Thanks

micheal332001 · #63 12-31-2010, 06:13 AM

Quote:

Originally Posted by Mike Bucy

Hi Michael,

Great Mod!!!

I do have one problem. When I click on My Tickets the Live Support Box goes all the way across the header. Works fine in Firefox but not IE8.

Also note that "Important Questions" and "Latest Questions" menu's are not formatted corectly.

Example:

I also want to remove the HelpDesk Navbar button without modifing your microsupport_tabmenu. Any better way to do this?

Thanks

Hi there m8

From your image i cannot see alot there as its very small and not clear
As for the live support at the top of the page this has been removed within the new files and added to the forums side bar, so that no one needs to edit the templates.

As to remove the navbar helpdesk from the navbar its easy just login to admincp->plugins & products->plugin manager

look for Product : microSUPPORT PRO then click the check box HelpDesk Tab Menu and then save and the help desk tab will not show.

Welshy2008 · #64 12-31-2010, 04:19 PM

Hi Michael,

How do I remove the "HelpDesk" tab, please?

And I am not getting any attachments through that were sent via the "ticket".

Your help will be appreciated.

Many Thanks.

Mike Bucy · #65 12-31-2010, 06:55 PM

Hi Michael,

How's that image.

I have uninstalled, removed all files, uploaded latest files. Same results.

Using VB4.1.0 Patch level 2

micheal332001 · #66 01-01-2011, 08:56 AM

Quote:

Originally Posted by Welshy2008

Hi Michael,

How do I remove the "HelpDesk" tab, please?

And I am not getting any attachments through that were sent via the "ticket".

Your help will be appreciated.

Many Thanks.

Happy new year

As to remove the navbar helpdesk from the navbar its easy just login to admincp->plugins & products->plugin manager

look for Product : microSUPPORT PRO then click the check box HelpDesk Tab Menu and then save and the help desk tab will not show.

micheal332001 · #67 01-01-2011, 08:57 AM

Quote:

Originally Posted by Mike Bucy

Hi Michael,

How's that image.

I have uninstalled, removed all files, uploaded latest files. Same results.

Using VB4.1.0 Patch level 2

Happy new year to you

If you would like me to take alook for you please PM me with full admincp access and ill take alook at the templates for you.

GoHighVoltage · #68 01-01-2011, 06:21 PM

I see there is 3 downloads. Do I need to download all three? What is the easiest and best way to install this?

Thanks!

micheal332001 · #69 01-01-2011, 06:34 PM

Quote:

Originally Posted by GoHighVoltage

I see there is 3 downloads. Do I need to download all three? What is the easiest and best way to install this?

Thanks!

Yes all 3 zip files need to be downloaded and uploaded to your forum
then just import the product xml file and set up the usergroups thats how easy it is to set this system up.

GoHighVoltage · #70 01-01-2011, 07:05 PM

Thanks, what do I import the .xml file into?

GoHighVoltage · #71 01-01-2011, 11:30 PM

What exactly is this, and what should be here? I am not sure what this setting is or what it does?

Put the usergroups you would like to have access to the
admincp and live chat system.
Place usergroups in like so I.E ( 6,8,9 )

Also, what is the best way to set up all the SPAM settings?

Thanks and nice mod!

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