vbul Pemilik Lapak 0 Posted Juni 12, 2011 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). Download Share this post Link to post Share on other sites
