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Major Additions - microSUPPORT (F.A.Q & Ticketing Live Support)

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microSUPPORT (F.A.Q & Ticketing Live Support) Details »
microSUPPORT (F.A.Q & Ticketing Live Support)
Mod Information
The Developer
 
Mod Version: 4.6.4, by micheal332001 (Member) 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: 151
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

Click image for larger version Name: onoffline.jpg Views: 419 Size: 21.6 KB ID: 123954   Click image for larger version Name: mainpage.jpg Views: 2962 Size: 114.8 KB ID: 123955   Click image for larger version Name: mytickets.jpg Views: 3154 Size: 114.9 KB ID: 123956   Click image for larger version Name: extrafields.jpg Views: 1634 Size: 60.0 KB ID: 123957  

Click image for larger version Name: departments.jpg Views: 1617 Size: 41.3 KB ID: 123958   Click image for larger version Name: addpredefinied.jpg Views: 2516 Size: 87.6 KB ID: 123959   Click image for larger version Name: add2faq.jpg Views: 2583 Size: 87.6 KB ID: 123960  

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 10:11
Major Additions microSUPPORT (Ticketing & F.A.Q) MaryTheG(r)eek Modification Graveyard 86 26 May 2009 22:00
Major Additions microSUPPORT (Ticketing & F.A.Q) MaryTheG(r)eek Modification Graveyard 3 24 May 2009 06:43
Major Additions microSUPPORT (Ticketing & F.A.Q) MaryTheG(r)eek Modification Graveyard 4 21 May 2009 17:00

  #46  
Old 10 Dec 2010, 05:53
Teascu Dorin Teascu Dorin is offline
Coder
  
Join Date: Nov 2009
Real name: Teascu Dorin
It is working now as should.

Some suggestions /issues:

1. - The version number is not changed in ACP plugin manager (still 4.6.3.)
2. - The 'Live Support' window should be somehow made to be integrated as with the same colors as per the style used...
3. - There are too many (in my opinion) Login necesary to start a chat. I belive that could be directly connected if the users belongs to the specific group!
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Cu Respect / Best Regards / Mit freundlichen Grüßen
roStyles Design LLC
Teascu Dorin
https://www.rostyles.com
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  #47  
Old 11 Dec 2010, 21:46
micheal332001 micheal332001 is offline
Member
  
Join Date: Apr 2004
Originally Posted by dorin2oo7 View Post
It is working now as should.

Some suggestions /issues:

1. - The version number is not changed in ACP plugin manager (still 4.6.3.)
2. - The 'Live Support' window should be somehow made to be integrated as with the same colors as per the style used...
3. - There are too many (in my opinion) Login necesary to start a chat. I belive that could be directly connected if the users belongs to the specific group!
1. - The version number is not changed in ACP plugin manager (still 4.6.3.)

Looking into this as it should have updated.

2. - The 'Live Support' window should be somehow made to be integrated as with the same colors as per the style used...

Am working on a new version that will be able to import the users style but may take some time to sort out.

3. - There are too many (in my opinion) Login necesary to start a chat. I belive that could be directly connected if the users belongs to the specific group!

There are only 2 logins one for the forums and one for the live support system other than that you dont need to login to the help desk for any thing else.
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  #48  
Old 11 Dec 2010, 21:51
micheal332001 micheal332001 is offline
Member
  
Join Date: Apr 2004
Originally Posted by dorin2oo7 View Post
1. - The version number is not changed in ACP plugin manager (still 4.6.3.)
Have sorted out the product.xml file should install fine now and update version.
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  #49  
Old 17 Dec 2010, 07:14
Hang Tuah Hang Tuah is offline
Member
  
Join Date: Jun 2010
how to remove word for HELPDESK AT NAVBAR for my forum
cutimalaysia.my
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  #50  
Old 17 Dec 2010, 08:04
micheal332001 micheal332001 is offline
Member
  
Join Date: Apr 2004
Originally Posted by Hang Tuah View Post
how to remove word for HELPDESK AT NAVBAR for my forum
cutimalaysia.my
Login to admincp goto Languages & Phrases -> Phrase manager
then in the Phrase Type: find microsupport all the phrases are there.
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  #51  
Old 17 Dec 2010, 11:19
mitch84 mitch84 is offline
Member
  
Join Date: Mar 2008
hi, I have to download 3 parts?
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  #52  
Old 17 Dec 2010, 16:09
micheal332001 micheal332001 is offline
Member
  
Join Date: Apr 2004
Originally Posted by mitch84 View Post
hi, I have to download 3 parts?

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
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  #53  
Old 17 Dec 2010, 17:03
vidan vidan is offline
Member
  
Join Date: Feb 2008
hi michael, i'd like to ask if the updated version on 13 dec, admin can create a ticket for member?
or the feature will be on next version, thanks.
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  #54  
Old 17 Dec 2010, 19:11
micheal332001 micheal332001 is offline
Member
  
Join Date: Apr 2004
Originally Posted by vidan View Post
hi michael, i'd like to ask if the updated version on 13 dec, admin can create a ticket for member?
or the feature will be on next version, thanks.
I will see about adding this to next release.
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  #55  
Old 19 Dec 2010, 18:56
vidan vidan is offline
Member
  
Join Date: Feb 2008
thanks michael great job! really appreciate it.
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  #56  
Old 23 Dec 2010, 19:28
preemz10314 preemz10314 is offline
Member
  
Join Date: Oct 2010
how are you suppose to install this, do you download all 3 files? Instructions are poorly written. I downloaded all 3 uploaded them, brings me to /support.php after clicking helpdesk yet i browsed all the files there is no support.php wtf. uninstalled. please provide some insight on how to install correctly.
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  #57  
Old 24 Dec 2010, 13:44
Smiler2009 Smiler2009 is offline
Member
  
Join Date: Apr 2009
Question How do I move the icon?
As it stands, my advisor icon is in the top right of the header, not good for me. How do I move it to a more suitable place?

Jeff.

And thanks for continuing Maria's great mods Micheal, much appreciated.
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  #58  
Old 28 Dec 2010, 10:01
micheal332001 micheal332001 is offline
Member
  
Join Date: Apr 2004
Originally Posted by vidan View Post
thanks michael great job! really appreciate it.
Your welcome m8

Originally Posted by preemz10314 View Post
how are you suppose to install this, do you download all 3 files? Instructions are poorly written. I downloaded all 3 uploaded them, brings me to /support.php after clicking helpdesk yet i browsed all the files there is no support.php wtf. uninstalled. please provide some insight on how to install correctly.
Please download all 3 zip files and upload to your forums root dir.
Import the product.xml file
Then follow the other install options at the top of this page.

Originally Posted by Smiler2009 View Post
As it stands, my advisor icon is in the top right of the header, not good for me. How do I move it to a more suitable place?

Jeff.

And thanks for continuing Maria's great mods Micheal, much appreciated.
This has now been changed from the header to be placed within the forums side bar and at the side within the support system.

As you can see from the code at the top telling you how to place this within the header you can remove it from there and place it any where.

To save you from having to edit templates i added a sode bar that can be activated within the suspports settings.

Merry christmas and a happy new year to you all.
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  #59  
Old 28 Dec 2010, 10:39
Smiler2009 Smiler2009 is offline
Member
  
Join Date: Apr 2009
Thumbs up
Thanks for the update Micheal. I've taken out the code in my header, all works as you say, excellent!

Jeff.
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  #60  
Old 28 Dec 2010, 20:57
micheal332001 micheal332001 is offline
Member
  
Join Date: Apr 2004
Originally Posted by Smiler2009 View Post
Thanks for the update Micheal. I've taken out the code in my header, all works as you say, excellent!

Jeff.
Your welcome m8 glad its all ok for you now.
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