Item detail

JTAG Ticketing Helpdesk Pro System is a help desk ticketing system which will help you to setup internet based ticketing system on your Joomla site. We have created a Joomla 1.5 native port of it and added some additional useful modification to made it more user-friendly. The component comes with the following features:

Ticket Management

• Submit a tickets from WEB frontend
• Modify, closed and re-open tickets
• Create ticket categories. For example, you can have tickets category for sales, tech support etc.
• Create ticket by sending email to a predefined email address
• Work with tickets using desktop or webmail systems such as Outlook or Gmail without logging on to your Joomla site.
• Use Cron to schedule email processing
• Assign tickets to a single user or to many users.
• Attach images, docs and other files to ticket
• Search through tickets
• Extended search through tickets
• Dashboard for system manager
• Create Knowledge base articles from tickets
• Sell tickets through VirtueMart
• Email notification when a ticket has been processed

Knowledge Base

• Create knowledge base using the answers provided to a ticket
• Edit the knowledge base text with rich text editor
• Search through Knowledge Base


Core System

• Extended Configuration Manager
• User Manager
• Organization Manager
• Permission Manager
• Category Manager
• Ticket Viewer
• Create different user groups with different rights
• Manage users from frontend and backend
• User rights Manager to manage user rights
• Database Maintenance
• The use of WYSIWYG text editor for writing and replying tickets. You also have BBCode, or plain text editor
• Support multiple ticket categories
• Assign Managers to each category
• Support the ability to escalate ticket based on the elapse time


Cron

• Possibility to setup Cron link to auto check new tickets
• Possibility to setup Cron link to track elapse time on opened tickets
• Extended Configuration Manager


Configuration manager

• Set HelpDesk name
• Set language
• Possibility to set Date Format
• Possibility to set Message Box Editor
• Possibility to set Message Box size
• Possibility to set number of tickets per page
• Possibility to set Highlighting characters on new tickets
• Possibility to set default ticket text
• Possibility to set default user organization
• Possibility to set VirtueMart payment status for created tickets
• Possibility allow only registered user access to Helpdesk
• Possibility to auto import users from Joomla to Helpdesk
• Possibility to set default user group
• Possibility to set agreement before tickets processing
• Possibility to notify users with email
• Possibility to set audit time
• Possibility to write/show email processing log
• Possibility to show/hide links for check/audit tickets trough email


Organization Manager

• Possibility to add organization to helpDesk
• Possibility to edit/remove organization


User Manager

• Possibility to add users to helpDesk
• Possibility to edit/remove user
• Possibility to set user group/organization


Permission Manager

• Possibility to set permission for a user group to work with only some ticket group
• Possibility to set permission for create, edit, remove ... tickets


Category Manager

• Create/remove ticket category
• Setup category to work with tickets opened via email
• Set email notification while processing tickets
• Notify user if not a registered user
• Configure to handle messages without Ticket ID
• Notify user for email without Ticket ID
• Set - handle messages without buying product
• Set ticket priority
• Connect support staff to a ticket group
• Connect audit manager to a ticket group
• Set image to this ticket group
• Connect virtueMart product to a ticket group


Email

• Send notification through email
• Create tickets through email
• Reply to tickets through email
• Attach files to email
• Audit tickets through email


Frontend Manager

• Create/reply/close/reopen tickets
• Assign ticket to a users
• Move ticket to Knowledge base
• Edit Knowledge base
• Search ticket
• Extend search ticket
• Attach files to ticket
• Add users to Helpdesk

On new version 1.0.14 it has been add:

- possibility set prefix email subject;

- possibility to format email response when customers open / update tickets via email;

- possible create tickets from mail with html format;

- possibility format all system letter;
- possibility add field for create ticket and set him on required for to get more info on users

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