Tickets: Help Desk and Knowledge Base

Tickets: Help Desk and Knowledge Base [Paid] 2.9.2

No permission to buy ($60.00)
Overview Updates (38) Reviews (14) History Discussion
Naz updated Tickets with a new update entry:

Version 2.6.6

  • Add "All tickets by user" link to the moderation tools menu on a user's profile.
  • Add tab on ticket view to display account upgrades for the ticket owner. If the visitor is an admin with permission to view user upgrades, links to the admin panel will be included.
  • Display notices for ticket categories in more places.
  • When checking if a user can upload images / media to a ticket, check against the visitor rather than using guest permissions.
  • When creating a new ticket...
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Naz updated Tickets with a new update entry:

Version 2.7.0

  • Fix server error when a search query has had its URL edited.
  • Fix ticket status list not round-tripping as expected.
  • When showing tickets for a user in the approval queue, only fetch visible tickets.
  • When viewing a ticket, display a notice if it is in a shadow-banned state.
  • When viewing a ticket, display the status of 2FA for a user and if they have a known compromised password.
  • Add an option to control the maximum length of a knowledge base article.
  • Add ability to...
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Any chance you would add admin/mod note inside individual tickets so that admin/mod can write side notes?
 
Dear @Naz,

What level of compatibility are you planning to introduce for XF 2.3?
Specifically:
  • XF 2.3 webhooks support <- this one would be essential

  • XF 2.3 Oauth2 support <- it might be less critical if I can somehow sync attachments uploaded by the users within Tickets with another system - such as Microsoft Sharepoint

  • Almost forgot: similar systems can "connect" their Knowledge Base articles with ticket requests.
    For example, if a user starts typing a subject within tickets and similar terms already exist within the Knowledge Base, it will pop up a search result or similar, so they might stop typing 🙃 - that would also be amazing
If extending XF's 2.3 new webhooks support with Tickets is on your impending roadmap, I'll purchase your addon in a heartbeat. :)

(otherwise, I need to create something similar to a support system with XF 2.3 utilizing its new features, as I need a connection - now via webhooks at least - with 3rd party CRMs and other ecosystems :cautious:)


Thanks in advance... 🫠
 
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goyo said:
XF 2.3 webhooks support <- this one would be essential
Click to expand...

goyo said:
If extending XF's 2.3 new webhooks support with Tickets is on your impending roadmap, I'll purchase your addon in a heartbeat. :)
Click to expand...
This add-on will support webhooks, yeah. :)
goyo said:
  • Almost forgot: similar systems can "connect" their Knowledge Base articles with ticket requests.
    For example, if a user starts typing a subject within tickets and similar terms already exist within the Knowledge Base, it will pop up a search result or similar, so they might stop typing 🙃 - that would also be amazing
Click to expand...
This is also planned to be implemented at some point.
goyo said:
XF 2.3 Oauth2 support <- it might be less critical if I can somehow sync attachments uploaded by the users within Tickets with another system - such as Microsoft Sharepoint
Click to expand...
OAuth2 support is in XF itself. There'd need to be additional custom work to sync over attachments to another system though.
Digital Doctor said:
Interesting !

what a great feature.

I don't see any mention of it in the product overview
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Yeah, I really need to redo the product overview and screenshots. They're wildly out of date.
 
I wonder if AI could match up knowledgebase info with member tickets to automate initial ticket replies.

Maybe also if the “ticket bot” (let’s call him clippy) could also indicate how likely he feels his suggestion might help.

This might work. This has helped most users. I know how to fix this issue. I’m drawing a blank here, I’ll escalate this issue to my human team.
 
Hi @Naz , this is a fantastic addon. Maybe I missed it, but most ticket support systems I'm used to will automatically re-open the ticket if the customer submits a new reply.

We're not getting alerts when users reply after the ticket has been marked "resolved", as a result our moderators missed a few important replies from members who submitted tickets.
 
CStrategies said:
Hi @Naz , this is a fantastic addon. Maybe I missed it, but most ticket support systems I'm used to will automatically re-open the ticket if the customer submits a new reply.
Click to expand...

You can add an escalation for the solution.

admin.php?tickets/escalations/

Ticket Status: Solved
Last Reply: Last reply user is starter
Set status: Open

CStrategies said:
We're not getting alerts when users reply after the ticket has been marked "resolved", as a result our moderators missed a few important replies from members who submitted tickets.
Click to expand...

If you want to get all the alerts, you can watch the ticket category.

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Pre-Sale question-

Is it possible to have pre-formated tickets? IE a user selects to create a ticket in category A2 and there is a form to fill out rather than a text box? This would just make certain uses for tickets more user-friendly/guided and prevent users from giving unnecessary amounts of information, or lack thereof, for relatively simple tickets.
 
Version : XF 2.3

Do you plan to update the plugin? Isn't it time to make it 2.3 compatible? There is a problem responding to opened requests.
 
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This is what happens when you try to write a reply.

Version : XF 2.3

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