UPOINT:: CGI Scripts:: @1 Helpdesk XP v1.20
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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
priority status ticket date subject
new entry BL00035 22.11.2002 Subject here ....
re-entry IQ00008 15.11.2002 Subject here ....
replied TN00031 20.11.2002 Subject here ....
replied TN00012 16.11.2002 Subject here ....
new entry IQ00007 22.11.2002 Subject here ....
new entry IQ00005 21.11.2002 Subject here ....
re-entry SG00002 18.11.2002 Subject here ....
re-entry IQ00002 16.11.2002 Subject here ....
replied SG00009 20.11.2002 Subject here ....
replied TN00011 19.11.2002 Subject here ....
replied BL00021 18.11.2002 Subject here ....
replied OT00005 18.11.2002 Subject here ....

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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