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Add-on Microsupport

Would you like microsupport converted over to xenforo.


  • Total voters
    8
  • Poll closed .

Micheal

Well-known member
#1
Just wanted to get feed back from you all about the microsupport system.
Would you all like to have this system converted over to xenforo if so please leave your feed back here.
 

Micheal

Well-known member
#5
thats right its a support system with live chat one on one with any user that makes a call to you.

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
Live chat download/upload system for one on one file sharing.
Information Blocks: Latest Questions
Important Questions
Reply message warning lets you know if someone has replyed to your tickets.

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
Adviser warning this will let the adviser know if there are new tickets to the support system.

4.- Administrator Features 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
 

Chris D

XenForo developer
Staff member
#6
Wow, sounds great.

I don't have a use for it, personally, but thank you for explaining it. I'm sure someone will be interested.
 

Micheal

Well-known member
#9
i will convert this over within the next few weeks and let you all know.
I will make a free and commercial version of this so you will be able to try before you buy.
 

Cal

Well-known member
#10
That's pretty cool. I could use the free version to demo it at least. I'm not sure if my community would use something like this or not. I think I'd mainly use the ticket system for banned members to appeal bans, members to appeal mod actions, and to report bugs in the community. I don't know though. Looking forward to seeing it.
 

Micheal

Well-known member
#11
i have this for another forum system and will post some screenshots of what it can do later today just so you can see what there is for it.
 

Micheal

Well-known member
#12
Here are some screenshots for you to look over
 

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