microSUPPORT (Ticketing & F.A.Q)

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MobileHacks

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[FONT=Verdana, sans-serif]microSUPPORT[/FONT]
[FONT=Verdana, sans-serif]ver 1.1.0[/FONT]

Fully working Ticketing & F.A.Q Support Module

[FONT=Tahoma, sans-serif][FONT=Verdana, sans-serif]http://www.microhellas.com[/FONT][/FONT]​

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

[FONT=Verdana, sans-serif]1.- Usage[/FONT]
[FONT=Verdana, sans-serif]I developed this module for my own use. Used to use in the past Kayako and DeskPRO. Really professional support scripts but with so, so, so many features, 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.[/FONT]

[FONT=Verdana, sans-serif]2.- Installation[/FONT]
[FONT=Verdana, sans-serif]The installation is pretty easy, has been checked many times for installing and uninstalling the product. Just follow these steps below:[/FONT]
  • [FONT=Verdana, sans-serif]Download and unzip the file microSUPPORT.zip[/FONT]
  • [FONT=Verdana, sans-serif]Open the folder vbulletin and select all files and subfolders inside it[/FONT]
  • [FONT=Verdana, sans-serif]Connect to your website and open the directory where is your vBulletin installation (usally forum, forums, portal etc).[/FONT]
  • [FONT=Verdana, sans-serif]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.[/FONT]
  • [FONT=Verdana, sans-serif]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[/FONT]
  • [FONT=Verdana, sans-serif]Check at your AdminCP->vBulletin Options->Plugin/Hook System that Plugin system is enabled.[/FONT]
  • [FONT=Verdana, sans-serif]From your AdminCP->Plugin System->Manage Products choose Add/Import Product and import the product: product-microsupport.xml[/FONT]
[FONT=Verdana, sans-serif]3.- [/FONT][FONT=Verdana, sans-serif]Configuration[/FONT]
[FONT=Verdana, sans-serif]As every vBulletin product, you need to make some initial configuration before it goes live.[/FONT]
  • [FONT=Verdana, sans-serif]MicroSUPPORT Options[/FONT]
  • [FONT=Verdana, sans-serif]Setup FAQ categories, Support Departments, Supported Products. Setting Ticket statuses is optional as you can only edit them. [/FONT][FONT=Verdana, sans-serif]Actually this is only for those operating a non-English site, to translate the statuses. Otherwise you can't add/delete statuses.[/FONT]
  • [FONT=Verdana, sans-serif]Setup usergroup permissions.[/FONT]
[FONT=Verdana, sans-serif]4.- [/FONT][FONT=Verdana, sans-serif]Template Modification[/FONT]
[FONT=Verdana, sans-serif]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.

[/FONT][FONT=Verdana, sans-serif]Open it and find:
[/FONT]
PHP: 
<td class="vbmenu_control"><a href="calendar.php$session[sessionurl_q]">
$vbphrase[calendar]</a></td>
[FONT=Verdana, sans-serif]Add below:
[/FONT]
PHP: 
<td class="vbmenu_control"><a href="support.php$session[sessionurl_q]">
Support</a></td>
[FONT=Verdana, sans-serif]

[/FONT][FONT=Verdana, sans-serif]5.- [/FONT][FONT=Verdana, sans-serif]Others
[/FONT][FONT=Verdana, sans-serif]There is no commercial version, but in the upcoming days should be a special version just for club's members.[/FONT]
 
I use it, great madebymary [microhellas] product. I did edit some templates to remove a few extra >br /> tags.
 
[FONT=Verdana, sans-serif]Updated To Version 1.1.0


1.- Version 1.1.0 New Features & Bug fixes[/FONT]
  • [FONT=Verdana, sans-serif]Fixed the bug where the email didn't sent to client by using mail function instead vbmail.[/FONT]
  • [FONT=Verdana, sans-serif]Added attachment option to new tickets and replies[/FONT]
  • [FONT=Verdana, sans-serif]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.[/FONT]
  • [FONT=Verdana, sans-serif]More options in microSUPPORT general options:[/FONT]
  • [FONT=Verdana, sans-serif]Different email to user for new ticket than the reply[/FONT]
  • [FONT=Verdana, sans-serif]Default email address (Technician) for notifications for new tickets or new replies.[/FONT]
  • [FONT=Verdana, sans-serif]Email footer[/FONT]
  • [FONT=Verdana, sans-serif]HTML emails to user[/FONT]
  • [FONT=Verdana, sans-serif]Email priority[/FONT]
  • [FONT=Verdana, sans-serif]User salutation in email[/FONT]
  • [FONT=Verdana, sans-serif]Allowed attachment types.[/FONT]
[FONT=Verdana, sans-serif]2.- [/FONT][FONT=Verdana, sans-serif]How to upgrade[/FONT]
  • [FONT=Verdana, sans-serif]Unzip and upload all files and folders[/FONT]
  • [FONT=Verdana, sans-serif]CMOD 777 directory microsupport/attachments/[/FONT]
  • [FONT=Verdana, sans-serif]Import product-microsupport.xml checking to overwrite.[/FONT]
  • [FONT=Verdana, sans-serif]Set the extra options[/FONT]
[FONT=Verdana, sans-serif]3.- Known Bug[/FONT]
  • [FONT=Verdana, sans-serif]Javascript check for empty title in new ticket doesn't works[/FONT]
 
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