Please note that you
might see something weird if there are many users testing this script at the
This is the latest Helpdesk XP Version 3.20. It is written in
requires MySQL. It has many more features as requested by our
existing customers. The old Helpdesk XP Version 1.20 is
available here for free.
intelligent web-based helpdesk system which does not use the conventional
open/closed ticket management. Instead, it adopts a more effective ticket
sorting/ranking method on top of a new "closed ticket" feature. This script uses MySQL database and can handle thousands
of tickets without any slow-down of performance. This
script has been officially tested with more than 1,5000 tickets
(consisting more than 5,000 messages) without a single ticket
posting or file uploading error.
your own tag pairs
|- The tag pairs
:/q:, :b: &
- You can pre-configure your own tags. For example, when
you enter :b: in
your message, it will be automatically replaced with
- The tag pairs can be configured to insert images.
Insert FLASH animation into your messages
|- Configure your tag
pairs to insert FLASH codes. For example, when you
into your message, a piece of codes is automatically
inserted to display the Flash animation below.
| - Ability to post image
icons on messages. More than 50 available predefined icons. You can add more
if you like.
Quote of the Day
auto-stamping of quote of the day (can turn off) to each message posted by
administrator. Currently the quotes.txt file consists of 125 quotes of
- Added an email CC field.
- Added "Bulk Email Reminder" to remind customers to read the unread
- Added "Individual Email Reminder".
- Added attachment indicator. The image icon
appears next to the subject when
the ticket has attachment(s).
- Multiple file upload.
- Enable upload of files with the same file name.
- Added "Show Unread" link - view only tickets with unread messages.
- Improve bottom navigation link.
- Message numbering - for easy references.
- Host stamping.
2) The "closed" status:
Administrator can now force-close tickets. Closed tickets are grayed out and
ranked the lowest. If subsequent messages are posted to closed tickets, the
tickets will be re-activated.
can be used to mark tickets.
However, it does not affect the ticket ranking. Use "priority" marking if
you want to rank the tickets highest.
4) Multiple pages: Messages are
now listed in multiple pages if the ticket has too many messages.
5) Better search engine: Now
you can search the entire ticketing system. In the earlier version 1.2, only
the first message is searched.
6) New ticket: Administrators
can now initiate new tickets. In the old version, only the visitors can
initiate new tickets. I.e., Helpdesk XP can fully replace ordinary emails.
Time adjustment: Date-stamping can be adjusted if your server time is X hours faster/slower
than your local time.
Sorting & Ranking of Tickets:
Unlike other helpdesk scripts, we do
not use "Open/Completed" to segregate tickets. Instead, a more
sorting method is adopted.
Since Helpdesk XP Version 2.01, 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 although it can be done. 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
|Order of sorting
(from top to bottom):|
entry >> re-entry >>
by the Administrator as important - always placed at the highest position
in the list.
||New tickets submitted by visitors.
||The visitor posted a subsequent (follow-up) message
in responding to the reply made by the Administrator
||The Administrator has replied the ticket.
||This is useful in forcing a "new entry"/"re-entry"
ticket to close. For example, the customer might have replied just to say
thank you and you do not want to further reply to the ticket, yet
you wish to turn off the RED status.
||Message flagging. It does not affect the ranking of
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,
- Searching can be based on a
selected category (such as searching only the tickets under the
- 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".
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
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
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
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
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
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.
Edit the files "header.tmpl.php" and "footer.tmpl.php"
to give Helpdesk XP a special theme. The codes will be placed immediately
after the <body> tag (for header.tmpl.php) and before the </body> tag (for
If you want to give each interface a
different look, you may go one step further by editing other template files.
There are all together 14 HTML templates and 4 email templates.
file "main.css" is used. So you can change all the font easily.
File uploading can be done by both the visitors and the Administrator.
- Each message can support multiple file attachment.
- Uploaded files with *.cgi/ *.pl /
*.php will be
automatically converted to *.txt extension so that they are readable and not
executed (for security reasons).
- 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
- When a ticket is re-categorized,
the related attachments will also be renamed.
- The attachment upload feature has been officially tested
more than 1,000 times without a single incidence of file
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).
- 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
editable and deletable hidden remarks field is included. Only the
Administrator can see the remarks under this field. This field is
Security & Other Features:
- 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.
Visual Confirmation (CAPTCHA):
- If you wish to integrate visual confirmation (CAPTCHA)
into @1 Helpdesk XP, we recommend the free
It is a smart textual CAPTCHA, which challenges site
visitors only once (using cookies to remember), and then
disappears. To install, no database required, no graphical
libraries required, just insert one line into the helpdesk
- Automatic date & host address stamping on each
- 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
- 4 page links: first,
previous, next and last.
- Visitor's particulars are shown
on top of the ticket.
Compatibility & Capacity:
- Installation is rather standard.
Configuration is done under the
- 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
Requirement for @1 Helpdesk XP v3.20:
- PHP + MySQL
- No SSI needed.
Purchase: Version 3.20 (PHP + MySQL)
USD49.95 + Life free upgrades & support
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