admin
28-11-2010, 10:46 AM
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
http://www.vbulletin.org/forum/attachment.php?attachmentid=123954&d=1290898781http://www.vbulletin.org/forum/attachment.php?attachmentid=123957&d=1290898825http://www.vbulletin.org/forum/attachment.php?attachmentid=123955&d=1290898825http://www.vbulletin.org/forum/attachment.php?attachmentid=123956&d=1290898825http://www.vbulletin.org/forum/attachment.php?attachmentid=123958&d=1290898825http://www.vbulletin.org/forum/attachment.php?attachmentid=123959&d=1290898825http://www.vbulletin.org/forum/attachment.php?attachmentid=123960&d=1290898834
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
http://www.vbulletin.org/forum/attachment.php?attachmentid=123954&d=1290898781http://www.vbulletin.org/forum/attachment.php?attachmentid=123957&d=1290898825http://www.vbulletin.org/forum/attachment.php?attachmentid=123955&d=1290898825http://www.vbulletin.org/forum/attachment.php?attachmentid=123956&d=1290898825http://www.vbulletin.org/forum/attachment.php?attachmentid=123958&d=1290898825http://www.vbulletin.org/forum/attachment.php?attachmentid=123959&d=1290898825http://www.vbulletin.org/forum/attachment.php?attachmentid=123960&d=1290898834