Akeeba Ticket System User's Guide

Nicholas K. Dionysopoulos

AkeebaBackup.com

Permission is granted to copy, distribute and/or modify this document under the terms of the GNU Free Documentation License, Version 1.3 or any later version published by the Free Software Foundation; with no Invariant Sections, no Front-Cover Texts, and no Back-Cover Texts. A copy of the license can be found on-line at http://www.gnu.org/licenses/fdl.html.

Abstract

This book covers the use of the Akeeba Ticket System component which allows you to easily create a support ticket system area in your Joomla!™-powered web site.


Table of Contents

I. User's Guide
1. Introduction and installation
Introducing Akeeba Ticket System
Requirements and compatibility
Installing Akeeba Ticket System
Installing or manually updating the component
Install from URL
Upload and install.
Manual installation
Upgrading from Core to Professional
Automatic updates
Entering your Download ID
Requesting support and reporting bugs
Uninstallation
2. Overview and Quick Setup
Overview
Quick Setup
3. The Component
The Control Panel page
Options
Custom fields
Categories
Tickets
Editing a ticket
Canned Replies
Credits
Email Templates
Editing e-mail templates
E-mail Keys
Allowed variables in e-mails
Off-line schedule
Auto-replies
User tagging
Buckets
Guest tickets
The menu item types
Front-end ticket management for support staff
Customising the front-end layout
Custom module positions in the front-end
4. The plugins
The "ats" plugins
Akeeba Subscriptions integration
Alpha User Points integration
Automatically close old tickets
Automatic replies
Custom fields
Delete Manager Notes on ticket close / unpublish
EasySocial avatar integration
GeoLocation support
Gravatar integration
Fetch Email
GMail / G Suite Initial Configuration
Troubleshooting
Frequently asked questions
New post notification emails
Remove Obsolete Attachments
Social "Like" buttons
Joomla! User Groups integration
The ATS InstantReply plugins
Akeeba DocImport Articles
Akeeba Ticket System public tickets
The "finder" plugins
Akeeba Ticket System
The "search" plugins
Akeeba Ticket System
The "user" plugins
Akeeba Ticket System
Content - ATS Credits
sh404SEF plugin
Installer plugin
Other plugins
Action Log plugin
5. Automation and CRON scripts
CLI script for CRON jobs
URL for CRON jobs
CRON commands
II. Appendices
A. GNU Free Documentation License

 #25929: Create new ticket by email

Closed
Latest post by 4Bweb on Monday, 19 September 2016 17:20 CDT Created on Friday, 19 August 2016 11:00 CDT by 4Bweb

 #25927: Email on close

Closed
Latest post by MOLEDesign on Sunday, 18 September 2016 17:20 CDT Created on Friday, 19 August 2016 07:59 CDT by MOLEDesign

 #25884: Show open Tickets in all categories

Closed
Latest post by hyperx on Sunday, 11 September 2016 17:20 CDT Created on Friday, 12 August 2016 06:25 CDT by hyperx

 #25996: recaptcha?

Closed
Latest post by tampe125 on Tuesday, 30 August 2016 02:20 CDT Created on Monday, 29 August 2016 09:33 CDT by mitchie

 #25991: what am I missing?

Closed
Latest post by mitchie on Monday, 29 August 2016 09:31 CDT Created on Monday, 29 August 2016 07:14 CDT by mitchie

 #25667: Unpossible to see in components the akeeba ticket component even if founded on manage

Closed
Latest post by drpeeling on Friday, 19 August 2016 17:20 CDT Created on Wednesday, 20 July 2016 05:35 CDT by drpeeling

 #25560: Not receiving email notifications after update to 2.2.0

Closed
Latest post by sdmarshall73 on Thursday, 11 August 2016 17:20 CDT Created on Friday, 08 July 2016 08:04 CDT by sdmarshall73

 #25553: ATS not appearing in Component menu

Closed
Latest post by Nick_Q on Sunday, 07 August 2016 17:20 CDT Created on Thursday, 07 July 2016 11:57 CDT by Nick_Q

 #25565: No email notification sent to staff since update to 2.2.0

Closed
Latest post by rikoooo on Wednesday, 03 August 2016 03:41 CDT Created on Saturday, 09 July 2016 17:54 CDT by rikoooo

 #25721: Ticket System not displaying in admin panel

Closed
Latest post by nicholas on Sunday, 31 July 2016 12:18 CDT Created on Monday, 25 July 2016 15:45 CDT by allenjj

 #25647: error 403

Closed
Latest post by drpeeling on Wednesday, 20 July 2016 05:35 CDT Created on Monday, 18 July 2016 12:30 CDT by drpeeling

 #25635: Since upgrading to 2.2.0 Backend Ticket Creation no longer works.

Closed
Latest post by nicholas on Tuesday, 19 July 2016 01:45 CDT Created on Sunday, 17 July 2016 20:50 CDT by user90123

 #25275: Prioritising tickets

Closed
Latest post by user89142 on Thursday, 30 June 2016 17:20 CDT Created on Tuesday, 31 May 2016 10:42 CDT by user89142

 #25164: Assign user to new ticket in admin

Closed
Latest post by webemus on Thursday, 16 June 2016 17:20 CDT Created on Monday, 16 May 2016 05:36 CDT by webemus

 #24991: Updating from 1.6.1 to 2.x

Closed
Latest post by weeblr on Sunday, 29 May 2016 17:20 CDT Created on Thursday, 21 April 2016 05:56 CDT by weeblr

 #25007: ATS module override?

Closed
Latest post by Pierre Corell on Wednesday, 25 May 2016 17:20 CDT Created on Monday, 25 April 2016 02:14 CDT by Pierre Corell

 #24921: Overriding plugin Gravatar to CB Avatar. And a Language question.

Closed
Latest post by user90123 on Thursday, 12 May 2016 17:20 CDT Created on Monday, 11 April 2016 17:20 CDT by user90123

 #25085: Akeeba Ticket System reply by email - Cannot connect to mail server - IMAP extension not installed

Closed
Latest post by CloudPlanet on Tuesday, 10 May 2016 08:04 CDT Created on Thursday, 05 May 2016 12:48 CDT by CloudPlanet

 #24817: Is ATS will be abandoned as AkeebaSubs and ARS?

Closed
Latest post by Teophile on Thursday, 28 April 2016 17:20 CDT Created on Tuesday, 29 March 2016 05:47 CDT by Teophile

 #25006: ATS Module Itemid

Closed
Latest post by Pierre Corell on Monday, 25 April 2016 02:29 CDT Created on Monday, 25 April 2016 01:57 CDT by Pierre Corell

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Support Information

Working hours: Typically we work Monday to Friday, 9am to 7pm Cyprus timezone (EEST). Support is provided by the same developers writing the software, all of which live in Europe. You can still file tickets, but we cannot respond to them, outside of our working hours.

Support policy: We would like to kindly inform you that when using our support you have already agreed to the Support Policy which is part of our Terms of Service. Thank you for your understanding and for helping us help you!

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