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microSUPPORT (Ticketing & F.A.Q) Details »
microSUPPORT (Ticketing & F.A.Q)
Mod Version: 1.2.0, by MaryTheG(r)eek (Member) MaryTheG(r)eek is offline
Developer Last Online: Mar 2012 I like it Show Printable Version Email this Page

This thread is in the Modification Graveyard.
vB Version: 3.8.2 Rating: (2 votes - 5.00 average) Installs: 41
Released: 08 May 2009 Last Update: 11 May 2009 Downloads: 182
Not Supported DB Changes Uses Plugins Auto-Template Additional Files Translations Is in Beta Stage  

Removed by the Author because:
  • For 7 mods, there are 1905 downloads but only 577 clicked installed.
  • For these 577 installs I got 4 donations for Brand Free. Make a simple search on the net using the product name and you'll find that 50% have illegally removed my copyright.
  • I found 3 vb.org style sites, offering for download my mods but after PAID SUBSCRIPTION, or DONATION
After all, I'll stop be the idiot on this market.

Maria
microSUPPORT
ver 1.2.0 (Released 11 May 2009)

Fully working Ticketing & F.A.Q Support Module


Compatible with versions: 3.6.x - 3.7.x - 3.8.x


1.- Usage

I developed this module for my own use. I used to use in the past Kayako and DeskPRO. Really professional support scripts but with so, so, so many features for my needs, so finally I was wasting more time trying to use them, than to offer real support. That's why I decided to code my own module, having in mind to be easy like usining emails, but of course with much more features. Now, I'm sharing this with you, wishing to become a useful tools in your hands.

2.- Installation






The installation is pretty easy, has been checked many times for installing and uninstalling the product. Just follow these steps below:
  • Download and unzip the file microSUPPORT.zip
  • Open the folder vbulletin and select all files and subfolders inside it
  • Connect to your website and open the directory where is your vBulletin installation (usally forum, forums, portal etc).
  • Upload the selected files to your site. If you fellow the right way then the file support.php must be on the same level as the index.php file of vBulletin.
  • Before any new installation is good to backup your database before, even if nobody is doing it (including me). At lease turn your site off
  • Check at your AdminCP->vBulletin Options->Plugin/Hook System that Plugin system is enabled.
  • From your AdminCP->Plugin System->Manage Products choose Add/Import Product and import the product: product-microsupport.xml
3.- Configuration







As every vBulletin product, you need to make some initial configuration before it goes live.
  • MicroSUPPORT Options
  • Setup FAQ categories, Support Departments, Supported Products. Setting Ticket statuses is optional as you can only edit them. Actually this is only for those operating a non-English site, to translate the statuses. Otherwise you can't add/delete statuses.
  • Setup usergroup permissions.
4.- Template Modification


The module is using it's own templates, so it doesn't needs any template modification except if you want to add a link to the navbar. In this case you need to modify the NavBar template.

Open it and find:

Block Disabled:      (Update License Status)  
Suspended or Unlicensed Members Cannot View Code.

Add below:

Block Disabled:      (Update License Status)  
Suspended or Unlicensed Members Cannot View Code.







5.- Copyright
  • You can modify the code as you like to meet your special needs
  • You can distribute this module AS IS, but NOT FOR PROFIT
  • My copyright link must remain always visible.
  • Even if there is an option to automatically turn off my copyright link, you can't do that unless you're member of my club.

6.- Others
  • There is no commercial version, but in the upcoming days should be a special version just for my club's members.
  • Support is limited due to lack of FREE TIME.
7.- Version 1.1.0 New Features & Bug fixes
  • Fixed the bug where the email didn't sent to client by using mail function instead vbmail.
  • Added attachment option to new tickets and replies
  • Added filtering option to ticket listing (Tech section). Now a Technician can eliminate the amount of tickets by filtering them by Department and/or Product and/or Ticket status.
  • More options in microSUPPORT general options:
  • Different email to user for new ticket than the reply
  • Default email address (Technician) for notifications for new tickets or new replies.
  • Email footer
  • HTML emails to user
  • Email priority
  • User salutation in email
  • Allowed attachment types.


8.- How to upgrade
  • Unzip and upload all files and folders
  • CMOD 777 directory microsupport/attachments/
  • Import product-microsupport.xml checking to overwrite.
  • Set the extra options
9.- Version 1.2.0 Bug fixes
  • In ticket view the data of original post were wrong. Fixed.
  • When a ticket was closed View and Close appeared in the select list. Fixed. Now shows only Open for reopening it.
10.- Upgrade from 1.1.0 to 1.2.0
  • Upload file support.php
  • Import product-microsupport.xml checking to overwrite.
Enjoy it
Maria

Download Now

Only licensed members can download files, Click Here for more information.

Screenshots

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  • This modification may not be copied, reproduced or published elsewhere without author's permission.
Comments
  #2  
Old 08 May 2009, 18:35
MaryTheG(r)eek MaryTheG(r)eek is offline
 
Join Date: Oct 2006
Real name: Maria
1.- Known Bug

The email which is sending to user after a technician's reply, doesn't includes the bodytext. If I can't fix it withing next days, I'll use another way to get the predefinied email.

2.- Missing feature


I let out the attachment upload as I'm waiting a response to my post:
http://www.vbulletin.org/forum/showthread.php?t=213068
to see if I can use the attachment feature of vbeditor. If I can't find how to do it, I'll add a normal upload there.


Maria

Last edited by MaryTheG(r)eek; 10 May 2009 at 16:18.
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  #3  
Old 08 May 2009, 18:55
Mutt's Avatar
Mutt Mutt is offline
 
Join Date: Nov 2001
looks very nice.

does this replace the existing FAQ? if so does it import the exisitng FAQ entries?
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  #4  
Old 08 May 2009, 19:04
MaryTheG(r)eek MaryTheG(r)eek is offline
 
Join Date: Oct 2006
Real name: Maria
Originally Posted by Mutt View Post
looks very nice.

does this replace the existing FAQ? if so does it import the exisitng FAQ entries?
No, sorry. You can replace the existing by changing the link to point to support.php but the only way to import FAQ is the manually copy & paste. Also by importing them you're loosing the best feature of F.A.Q to format the answer using the editor.

Maria
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  #5  
Old 08 May 2009, 19:51
Hostboard's Avatar
Hostboard Hostboard is offline
 
Join Date: May 2002
Real name: Steven
Can unregistered/not logged in users use this? If so does it have CAPTCHYA for them?
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  #6  
Old 08 May 2009, 21:53
MARCO1's Avatar
MARCO1 MARCO1 is offline
 
Join Date: Jun 2008
Real name: Marco
So Good !
Rating and Installed
__________________
Marco Mamdouh Fahem.
OUZMind Lead Developers
vBFoster Lead Developers
vBulletin 5 Alpha Team member.
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  #7  
Old 08 May 2009, 23:30
EagleNick's Avatar
EagleNick EagleNick is offline
 
Join Date: Dec 2007
Real name: Nick
Something I've been on the lookout for. Thank you! Looks promising. Will test it out.
__________________
Regards,
Nick

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  #8  
Old 08 May 2009, 23:37
regitbull regitbull is offline
 
Join Date: Jan 2007
nice mod.
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  #9  
Old 09 May 2009, 00:10
Hornstar's Avatar
Hornstar Hornstar is offline
 
Join Date: Jun 2005
Real name: Matt
This looks quite nice. When vb 4 comes out later this year will you update it for that?
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  #10  
Old 09 May 2009, 00:17
yahoooh yahoooh is offline
 
Join Date: Oct 2002
wonderfull
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  #11  
Old 09 May 2009, 01:49
Trip's Avatar
Trip Trip is offline
 
Join Date: Mar 2008
Real name: Troy
Hi Maria,
Thanks for writing this useful tool.
Catching an error on support.php?do=newticket Something about "missing ) after argument list"

Sorry I couldn't give more details but this is what FF & IE fetches when a new ticket is opened. A coder I am not
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  #12  
Old 09 May 2009, 05:17
MaryTheG(r)eek MaryTheG(r)eek is offline
 
Join Date: Oct 2006
Real name: Maria
Originally Posted by Hostboard View Post
Can unregistered/not logged in users use this? If so does it have CAPTCHYA for them?
This is a for members only helpdesk, that's why I haven't added an email field in the ticket form. If someone is unregister how should be possible to check his/her tickets. Everything is controlling by userids.

Maria
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  #13  
Old 09 May 2009, 05:19
MaryTheG(r)eek MaryTheG(r)eek is offline
 
Join Date: Oct 2006
Real name: Maria
Originally Posted by MARCO1 View Post
So Good !
Rating and Installed
Thank you Marco I believe that it will be a usefull tool especially in hands of professionals Coders/Designers operating their own site, to eliminate the time that they need for supporting their members. This was the main reason that I developed it.

Maria
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  #14  
Old 09 May 2009, 05:23
MaryTheG(r)eek MaryTheG(r)eek is offline
 
Join Date: Oct 2006
Real name: Maria
Originally Posted by hornstar1337 View Post
This looks quite nice. When vb 4 comes out later this year will you update it for that?
I believe that it will compatible without any changes, that's why is compatible with 3.6.x, 3.7.x. I never user any exotic vB function and never follown the thread mechanism. The code is simple php code just the database functions are using vB style, something that I believe that will remain unchanged.

In any case, as I'll use it in my own site, for sure I'll try to continue using it there with every new vb version.

Maria
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  #15  
Old 09 May 2009, 05:25
MaryTheG(r)eek MaryTheG(r)eek is offline
 
Join Date: Oct 2006
Real name: Maria
Originally Posted by Trip View Post
Hi Maria,
Thanks for writing this useful tool.
Catching an error on support.php?do=newticket Something about "missing ) after argument list"

Sorry I couldn't give more details but this is what FF & IE fetches when a new ticket is opened. A coder I am not
hmm... it must be comes out from the javascript function which checks for empty fields. Thank you for pointing me that bug.

Maria
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