Help your users and customers resolve their issues faster. Automate repetitive tasks, avoid typing the same answers over and over again, utilize the built-in knowledge base, pull incoming emails from the mail server or let customers use the webform to submit tickets.
Check the this live demo. You can see how it works from both the customer and support team perspectives.
Click on the video below to expand it.
You can get this template for $50.
The Helpdesk template requires a valid license of version 10.8 or better of PHPRunner or ASPRunner.NET.
Version 1.1 - September 2021
Version 1.0 - August 2021
Click images for full size screenshots
1. (PHPRunner only) Enable imap extension in php.ini. If you are on a shared web hosting check with your hosting company support if this extension is enabled already.
2. Proceed to mail_settings table and modify path to store attachments. This can be either relative or absolute path. Make sure web server user has write permissions on that folder.
3. Proceed to email_servers table and add one or more pop3/imap servers. Interval between email checks is set in minutes.
4. Schedule a cron job to run getmail.php ( getmail for ASPRunner.NET i.e. https://website/project/getmail ) page every five or so minutes. If your website runs on Linux web server and you have access to crontab file you have two options here.
If you are not sure how to schedule a cron job open a free account with monitoring service like Montastic and add https://website/project/getmail.php URL to be pinged once a day or or once an hour.
Make sure that web server user has write permissions on files folder.
Quick templates are also known as canned replies or macros. These are small, frequently used text snippets that you can quickly insert using shortcuts. Take a look at "thank you for your interest in our software!" quick template setup below. You type "th", then press either CTRL+Space or press Space bar three times and this quick template will expand into its full text.
This is how it looks in action:
This can be done and you will need to add a few additional fields to the login table.
usertype - varchar(50). This field should contain the following values: сustomer - for сustomers, user - for support staff, admin - for admin group
last_activity - datetime
viewing_page1 - varchar(200)
repling_in - varchar(200)
supporterView - varchar(200). This field should contain the value of 'View all tickets' for those support team members who can see all tickets and the value of 'View assigned tickets only' for those who can see assigned tickets only.
The table with logins should contain a text field named usertype. It should contain the following values: сustomer - for сustomers, user - for support staff, admin - for admin group. Admin group usually needs full permissions on all tables.
Dynamic Permissions for customer group:
Permissions for support staff group.