.
Demo:
General:
 An
intelligent web-based helpdesk system. It adopts a more effective ticket
sorting/ranking method instead of the cumbersome "assign/completed"
method.
This script uses the Berkeley DB (DB_File
standard module). Although SQL is not used, the script can handle thousands
of tickets without any significant slow-down of performance.
Sorting & Ranking of Tickets:
Unlike other helpdesk scripts,
we do not use "Assign/Completed" to segregate tickets. Instead, a
more effective sorting method is adopted.
Under Helpdesk XP, closing of tickets (in other products, this is usually
done by changing the tickets to "Completed" and removing them off the
main list) is not needed. Past tickets are automatically placed at the bottom of the
ticket list while newest tickets are placed on top. Also, active tickets
(old tickets with subsequent replies) are again moved to the top. Here is an
example:
Sorting order:
- priority = Ticket marked
by the Administrator as important
- new entry
= A new ticket submitted by the visitor
-
re-entry = The visitor posted a subsequent
(follow-up) message in responding to the reply made by the Administrator
earlier
- replied
= The Administrator has replied the ticket
Sorting:
- Primary sorting: Sorting
is first done by "priority". The tickets marked by the Administrator will
always be placed highest on the main list.
- Secondary sorting:
Sorting is then done by "status" in the order of "new
entry" >> "re-entry" >> "replied"
.
- Tertiary sorting: If the
tickets have the same priority and status, then they will be sorted
according to the dates. Latest tickets are placed on top.
Why you need this:
- So that older tickets are placed
at the bottom/back pages. When you wish to clear them off the list, simply click "last"
to jump to the last page of the list. Then mark those tickets you want to
clear and delete them.
Searching & Filtering:
- You may search for tickets.
Searching will be done on the visitor's name, company, ticket number,
subject, email address phone number and hidden remarks.
- Searching can be based on a
selected category (such as searching only the tickets under the
"Technical" category).
- The search feature also acts as
a filter. The staff from the Billing Department might want to view only
the tickets under the "Billing" category. In this case, all the following
actions will be performed under the "Billing" interface until the view is
switched back to "Show All".
Multiple Users:
Helpdesk XP supports ONE Master User and unlimited number of
sub-Administrators (referred to as "Administrator"). The Master User may
assign Administrators under a protected web-based interface.
If Mary Stevenson logged in and
replied a ticket, her full name will be printed on the message. When James
Eden logged in and made a subsequent reply to the same ticket, his full name
will be printed on the message too. This way, everybody knows who have said
what.
Please note that the email
notification (if turned on) will only be sent to the Master User (not each
individual Administrator). Master User shall view the email (with the
visitor's message) and forward the email to the Administrator in-charged.
Ticket Numbering & Changing of
Category or Subject:
Assigning a ticket number:
-
You may define the ticket categories
and the numbering formats. The default are: Billing, Inquiry,
Suggestion, Technical and Other.
-
Tickets of different categories are
numbered differently. For example, BLxxxxx for Billing, IQxxxxx for
Inquiry, SGxxxxx for Suggestion, TNxxxxx for Technical
and OTxxxxx for Other.
Changing the category of a
ticket:
-
Sometimes you might want to change
the category of a ticket. For example, the category selected by the
visitor is "Technical" when he is asking about the payment arrangement. In
this case, you might want to re-categorize the ticket under "Billing" (so
that the staff from the Billing Department may attend to it).
-
After re-categorizing a ticket, the
ticket's number will be reassigned. In the case above, the ticket might be
changed from "TN00128" to "BL00207".
-
An email will be sent to the visitor
informing him of the changes (including the old and new ticket number).
Changing the subject of a
ticket:
-
The subject of an existing ticket
can be edited. This will not affect its status or ticket number.
Handling of long subjects:
-
Long subjects are automatically
truncated to prevent the HTML tables from going too wide.
Have the Message Been Read?
After a ticket has been replied by the Administrator, it
will be displayed in bold
under the admin control panel. It will change back to normal font once the
visitor has read it (not affected if it was read by the Administrator). Wow!
Now you can tell whether your messages have been read by the visitors!!!
List of Email Addresses:
When a visitor submits a new ticket, the
script will search through a text-based file in the "db"
folder for his email address (as submitted). If the address is not found, it
will then write the email address into it. If found, nothing will be done.
Every few months, Administrator may then import the list to a third-party mailing list
program.
Email Notification:
When a new ticket is posted:
An email is sent to the Master User. This can be globally turned off (less
annoying if you have many inquiries everyday). No email is sent to the
visitor.
When a ticket has been replied by the Administrator: An
email is sent to the visitor. The email includes a one-click link to
his ticket. If this link is lost, visitor can also login manually (provided
that he knows the ticket number and password).
When a subsequent message
is posted by visitor: An email is
sent to the Master User informing him of the subsequent message.
When a ticket is
re-categorized: An email is sent
to the visitor informing him of the new ticket number.
*** All email formats above are separated and highly customizable.
Template:
Edit the files "header.tmpl" and "footer.tmpl"
to give Helpdesk XP a special theme. The codes will be placed immediately
after the <body> tag (for header.tmpl) and before the </body> tag (for
footer.tmpl).
If you want to give each interface a
different look, you may go one step further by editing other *.tmpl files.
There are all together 14 HTML templates and 4 email templates.
A CSS
file "main.css" is used. So you can change all the font easily.
Attachments:
-
File uploading can be done by both the visitors and the Administrator.
- Each message can support ONE file
attachment. Since a ticket can be made up of multiple messages (subsequently
posted by the visitor or the Administrators), each ticket can consists of an
unlimited number of file attachments.
- All attachments will be uploaded
as they are with the exception of CGI scripts. Uploaded CGI scripts will be
automatically converted to *.txt extension so that they are readable and not
executed.
- All uploaded files will be
properly archived. The files will NOT be overwritten when files with the
same names are uploaded (even under the same ticket).
- Clicking the attachment link will
open the file in a new window.
- File size of the attachment is
shown.
- When a ticket is re-categorized,
the related attachments will also be renamed.
Deletion of a ticket:
Deleting a ticket will also delete
all the related messages and attachments hence leaving no junk
files behind (even if the ticket was earlier re-categorized).
Link Handling:
- All HTML codes entered into the
message field will be converted to normal text.
- All strings with the following
text will be automatically converted to links:
- strings that contains "www."
- strings that contains "http://"
- strings that contains "http://www."
- strings that contains an @ followed by at least one dot
Hidden Remarks:
An
editable and deletable hidden remarks field is included. Only the
Administrator can see the remarks under this field. This field is
searchable.
Security & Other Features:
Security:
- Helpdesk XP is highly secured.
You can post messages that contain usernames, passwords and other
highly sensitive information provided that the "db" folder is kept
outside the root directory. The "db" folder is for keeping all data
files as well as the login info to the system.
- You should not upload sensitive
information as attachments (although it is hard to guess the download
URLs) since the folder is inside the root.
Other features:
- Automatic date stamping on each
message.
- Required field and email address
validation upon ticket submission.
- Ability to add/delete/edit
Administrators and to change the master password from the web-based Master
User interface (note that this is different from the Administrator
interface).
- 4 page links: first,
previous, next and last.
- Visitor's particulars are shown
on top of the ticket.
Installation:
- Installation is rather standard.
Configuration is done under the
lib.inc file.
- Cookies are used to identify the visitors and Administrators.
Do not install the script twice under the SAME domain name (no
problem for same server but different domains) or you might have problems
with the login.
- Full installation details
available at
Help
Center.
Requirement for @1 Helpdesk XP v1.2:
- Perl
- No MySQL needed.
- No SSI needed.
Free Download: Version 1.20 (Perl)
* Please note that we do not provide
technical support for this free script.
Purchase: Version 3.20 (PHP + MySQL)
Price:
USD49.95 + Life free upgrades & support
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