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microSUPPORT (F.A.Q & Ticketing Live Support) Details »»
microSUPPORT (F.A.Q & Ticketing Live Support)
Mod Version: 4.6.4, by micheal332001 (Coder) micheal332001 is offline
Developer Last Online: Oct 2015 I like it Show Printable Version Email this Page

This modification is currently quarantined.
vB Version: 4.0.x Rating: (15 votes - 4.13 average) Installs: 153
Released: 27 Nov 2010 Last Update: 10 Mar 2011 Downloads: 1192
Not Supported DB Changes Uses Plugins Template Edits Auto-Template Additional Files Translations  

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

Download Now

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

Screenshots

onoffline.jpg   mainpage.jpg   mytickets.jpg   extrafields.jpg  

departments.jpg   addpredefinied.jpg   add2faq.jpg  

Show Your Support

  • If you like this modification support the author by donating.
  • This modification may not be copied, reproduced or published elsewhere without author's permission.
Similar Mod
Mod Developer Type Replies Last Post
Major Additions microSUPPORT (FAQ & Ticketing) MaryTheG(r)eek Modification Graveyard 18 18 Jan 2010 09:11
Major Additions microSUPPORT (Ticketing & F.A.Q) MaryTheG(r)eek Modification Graveyard 86 26 May 2009 21:00
Major Additions microSUPPORT (Ticketing & F.A.Q) MaryTheG(r)eek Modification Graveyard 3 24 May 2009 05:43
Major Additions microSUPPORT (Ticketing & F.A.Q) MaryTheG(r)eek Modification Graveyard 4 21 May 2009 16:00

Comments
  #2  
Old 27 Nov 2010, 23:11
InsomniacP InsomniacP is offline
 
Join Date: Dec 2009
Real name: Paul
Tagged cheers Micheal
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  #3  
Old 28 Nov 2010, 04:01
M@rc M@rc is offline
 
Join Date: Oct 2010
Interesting mod. I'm going to brainstorm an idea, on how to use this for my forum.

Thanks!
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  #4  
Old 28 Nov 2010, 05:20
Teascu Dorin's Avatar
Teascu Dorin Teascu Dorin is offline
 
Join Date: Nov 2009
Real name: Teascu Dorin
Should this be different from the Micro Hellas original thread?

-> http://www.vbulletin.org/forum/showthread.php?t=250594


And if the difference is the Live Support addition why isn't it added on the first /original thread?

Not quite working!

I have set the groups to appear as online but does not appear!
And is not working with other styles as the On/Offline icon removes the logo and background image!
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Cu Respect / Best Regards / Mit freundlichen Grüßen
roStyles Design LLC
Teascu Dorin
https://www.rostyles.com

Last edited by Teascu Dorin; 28 Nov 2010 at 06:02.
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  #5  
Old 28 Nov 2010, 07:47
micheal332001 micheal332001 is offline
 
Join Date: Apr 2004
Originally Posted by dorin2oo7 View Post
Should this be different from the Micro Hellas original thread?

-> http://www.vbulletin.org/forum/showthread.php?t=250594


And if the difference is the Live Support addition why isn't it added on the first /original thread?

Not quite working!

I have set the groups to appear as online but does not appear!
And is not working with other styles as the On/Offline icon removes the logo and background image!
This is the same mod as marias mod its just that i have now taken over the mod.
The reason i have started a new thread was that the only way i can get new files uploaded was to make a new post every time and these then would get lost and members would not know where to find the files to download.

Also i will be able to track problems and fix then as quickly as posible and inform you all.

Live support will only work when an adviser has logged into the live support page here
support.php?do=livesupport
Once they have logged in they then click on the button at the top CHAT ADVISER LOGIN

The adviser will need to keep this page open to be able to give live support
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My Free Vbulletin version 3.7.x Scripts Name That Tune
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  #6  
Old 28 Nov 2010, 08:27
Neptun Neptun is offline
 
Join Date: Aug 2003
great that you will continue with the work of maria i love this mode
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  #7  
Old 28 Nov 2010, 08:55
micheal332001 micheal332001 is offline
 
Join Date: Apr 2004
Originally Posted by Neptun View Post
great that you will continue with the work of maria i love this mode
Thankyou

I will be adding in a popup version of the live support so that it will be a smaller window and easyer to keep open for the advisers.

There will be a comercial version coming out with alot more functions for the advisers and users.

As with the version thats on my site you will see that it shows the users online in a list.
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My Free Vbulletin version 3.7.x Scripts Name That Tune

Last edited by micheal332001; 28 Nov 2010 at 09:01.
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  #8  
Old 28 Nov 2010, 12:28
micheal332001 micheal332001 is offline
 
Join Date: Apr 2004
Please vote for this mod and click installed in you have installed this add-on

Many thanks
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My Free Vbulletin version 3.7.x Scripts Name That Tune
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  #9  
Old 29 Nov 2010, 02:24
bada_bing's Avatar
bada_bing bada_bing is offline
 
Join Date: Feb 2004
If this script is anything close to the support Maria gives on herer script I would not recommend ant one install this.
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A Leader and initiator.
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  #10  
Old 29 Nov 2010, 07:03
micheal332001 micheal332001 is offline
 
Join Date: Apr 2004
Originally Posted by bada_bing View Post
If this script is anything close to the support Maria gives on herer script I would not recommend ant one install this.
This is the same script that maria has released and she has given me full rights over it see here
Originally Posted by MicroHellas View Post
Hello,

Having already 2 surgeries this year, I'm feeling very weak to continue upgrading and supporting my mods here. Even if doctors are saying that I'm going well, I don't believe that I'll recover soon to be active again. That's why I decided to give full copyright rights to anyonw who has the knowledge to continue upgrading and supporting them. The only rule that applies is that they continue to be 100% Free. But of course there are some benefits for you:
  1. You can get donations
  2. You can get money from copyright removal.
  3. You can port them to any other forum platform (eg xenForo, IPB), but with the same rule. Important notice: You can't port it as standalone PHP script even for free.
My active mods for vB4 are:
  1. microCART (MOTM for October) - Given to micheal332001
  2. microSUPPORT - Given to micheal332001
  3. microDATING
  4. microNEWSLETTER
  5. microCLASSIFIEDS
  6. microINVOICES - Given to SecondV
In case that you want to upgrade them as commercial modules, you must buy them. Contact me for details.

I wish all of you health, happiness and success to your business
Maria
this is the thead maria has made
http://www.vbulletin.org/forum/showthread.php?p=2121651

Also i give full support to all my scripts and reply to all posts member place also maria has not been very well so please dont put her down as you dont know what she has been through its very un-fair of you and out of order.
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  #11  
Old 29 Nov 2010, 12:34
Welshy2008's Avatar
Welshy2008 Welshy2008 is offline
 
Join Date: Jul 2008
Hello Michael,

Two things - I have set it up as per instructions and did the permissions for the advisor. BUT - when I loggin, I enter my details and it doesn't actually loogin - it still shows as no advisers online. I am now able to loggin, but when I refresh the page, it log me out and I have to sign in again, all the time.

Once you use the login, the next page says "Welcome to out live support" instead of "Welcome to our". How do I change that please?

I have a test ID and when I use this, even though I can see the form and am able to complete it, when I click on send, I get a "No Permission" message. permissions have been set up correctly for this.

I also see that on the support ticket - there is no anti spam (or Kapacha (sp?) anti-spam is selected in my AdminCP. Is it possible to add Kapacha(sp?) if the system is selected for "Not registered or logged in" people, please?

Actually - I have another query:

Would it be possible that we could change the Live help online and offline images please? If so, how, please? and would it be possible NOT to have them next to the loggin section, but instead, have them below it. (and on top of where the navbar used to be on the 3.8 series of vB)?


And one final, but important thing... I notice that the online/offline spport images do not show on the forum unless I go to the support page after clicking on the "HelpDesk" tab (button). I would ike the option to display it on all pages of the forum or just the support page.

Would that be possible, Michael?

Many Thanks.


PS. Did you get my PM the other day?

PPS: If you would like to view this for yourself - let me know, and I will PM you a link to the forum and your username and password with admin permissions.

Last edited by Welshy2008; 29 Nov 2010 at 17:00.
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  #12  
Old 29 Nov 2010, 18:30
micheal332001 micheal332001 is offline
 
Join Date: Apr 2004
Originally Posted by Welshy2008 View Post
Hello Michael,

Two things - I have set it up as per instructions and did the permissions for the advisor. BUT - when I loggin, I enter my details and it doesn't actually loogin - it still shows as no advisers online. I am now able to loggin, but when I refresh the page, it log me out and I have to sign in again, all the time.

Once you use the login, the next page says "Welcome to out live support" instead of "Welcome to our". How do I change that please?

I have a test ID and when I use this, even though I can see the form and am able to complete it, when I click on send, I get a "No Permission" message. permissions have been set up correctly for this.

I also see that on the support ticket - there is no anti spam (or Kapacha (sp?) anti-spam is selected in my AdminCP. Is it possible to add Kapacha(sp?) if the system is selected for "Not registered or logged in" people, please?

Actually - I have another query:

Would it be possible that we could change the Live help online and offline images please? If so, how, please? and would it be possible NOT to have them next to the loggin section, but instead, have them below it. (and on top of where the navbar used to be on the 3.8 series of vB)?


And one final, but important thing... I notice that the online/offline spport images do not show on the forum unless I go to the support page after clicking on the "HelpDesk" tab (button). I would ike the option to display it on all pages of the forum or just the support page.

Would that be possible, Michael?

Many Thanks.


PS. Did you get my PM the other day?

PPS: If you would like to view this for yourself - let me know, and I will PM you a link to the forum and your username and password with admin permissions.
with any flash system you login to and refreash the page you would have to re-login.

Once you use the login, the next page says "Welcome to out live support" instead of "Welcome to our". How do I change that please?
I will sort this out for next release.

I have a test ID and when I use this, even though I can see the form and am able to complete it, when I click on send, I get a "No Permission" message. permissions have been set up correctly for this.
You cannot login twice with the same broswer as for the vb cookies try 2 diffarent broswers like firefox and IE one with test account other with adviser account

I also see that on the support ticket - there is no anti spam (or Kapacha (sp?) anti-spam is selected in my AdminCP. Is it possible to add Kapacha(sp?) if the system is selected for "Not registered or logged in" people, please?
I will add this as an option but there is an anti spam filter built in.

Live support on/off line.
To add this to the main header of your site login to the admincp->Styles & Templates
and open the header template


This part it already put at the top on how to add this to all your forum pages

And one final, but important thing... I notice that the online/offline spport images do not show on the forum unless I go to the support page after clicking on the "HelpDesk" tab (button). I would ike the option to display it on all pages of the forum or just the support page.
At this time you cannot change the images for this as they are hard coded into the swf file.
But this will be added to the commercial version where the admin will be able to use there own images.
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  #13  
Old 30 Nov 2010, 18:46
vidan vidan is offline
 
Join Date: Feb 2008
hey michael, i wonder if admin can create a support ticket for user, then a user coming into support see the ticket has been opened for him/her.
is this feature possible? or is it exist?
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  #14  
Old 30 Nov 2010, 18:54
Bombera Bombera is offline
 
Join Date: Mar 2010
5 Stars and Nominated for MOTM Thanks.

How I can translate to my language, can you help me?
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  #15  
Old 01 Dec 2010, 06:38
VBIran VBIran is offline
 
Join Date: Nov 2010
Not work @ vBulletin 4.1.0 .
IT said You must login or register to user ticket system to all members after i upgrade to 4.1.0.
Any fix?
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