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

 #24967: Submit ticket redirect to login form

Closed
Latest post by twh.creations on Wednesday, 20 April 2016 00:39 CDT Created on Tuesday, 19 April 2016 01:47 CDT by twh.creations

 #24936: Allow visitor post tickets

Closed
Latest post by nicholas on Wednesday, 13 April 2016 10:48 CDT Created on Wednesday, 13 April 2016 10:27 CDT by 4Bweb

 #24572: Show credits on "My Tickets" listview in frontend (suggested feature)

Closed
Latest post by webemus on Friday, 01 April 2016 17:20 CDT Created on Tuesday, 01 March 2016 04:15 CST by webemus

 #24554: Bug with submit ticket

Closed
Latest post by compojoom on Wednesday, 30 March 2016 17:20 CDT Created on Monday, 29 February 2016 00:20 CST by compojoom

 #24351: Change assigned user in Ticket View

Closed
Latest post by SUSAHelpdesk on Friday, 04 March 2016 17:20 CST Created on Wednesday, 03 February 2016 07:41 CST by SUSAHelpdesk

 #24593: New private ticket is not visible to the manager

Closed
Latest post by joomshopping on Thursday, 03 March 2016 10:36 CST Created on Thursday, 03 March 2016 09:46 CST by joomshopping

 #24580: Submit ticket by Email with plugin

Closed
Latest post by 4Bweb on Wednesday, 02 March 2016 14:30 CST Created on Wednesday, 02 March 2016 09:13 CST by 4Bweb

 #24534: Cannot upload Attachment

Closed
Latest post by sdmarshall73 on Wednesday, 02 March 2016 10:23 CST Created on Thursday, 25 February 2016 07:55 CST by sdmarshall73

 #24473: ticket information for deleted user

Closed
Latest post by SatIntAKB on Thursday, 18 February 2016 03:40 CST Created on Wednesday, 17 February 2016 08:25 CST by SatIntAKB

 #24188: change user (customer) of ticket

Closed
Latest post by quintact on Saturday, 13 February 2016 17:20 CST Created on Wednesday, 13 January 2016 09:31 CST by quintact

 #24350: Static link to new ticket

Closed
Latest post by user88143 on Wednesday, 03 February 2016 09:19 CST Created on Wednesday, 03 February 2016 07:31 CST by user88143

 #24329: Clients can't reply to tickets they haven't created.

Closed
Latest post by nicholas on Monday, 01 February 2016 10:28 CST Created on Monday, 01 February 2016 04:48 CST by user89142

 #24263: Info boxes have broken layout in "Ticket view - Post a reply" section

Closed
Latest post by peterader on Wednesday, 27 January 2016 08:43 CST Created on Saturday, 23 January 2016 08:40 CST by peterader

 #24170: F0FModel not found still an issue

Closed
Latest post by user89142 on Tuesday, 12 January 2016 13:58 CST Created on Tuesday, 12 January 2016 06:58 CST by user89142

 #23756: Bootstrap 3

Closed
Latest post by zebrafilm on Saturday, 26 December 2015 17:20 CST Created on Monday, 23 November 2015 11:20 CST by zebrafilm

 #23983: Default prioritie

Closed
Latest post by nppsbh on Tuesday, 22 December 2015 04:17 CST Created on Monday, 21 December 2015 05:43 CST by nppsbh

 #23666: SQL Error while editing a post

Closed
Latest post by rivermedia on Friday, 18 December 2015 17:20 CST Created on Friday, 06 November 2015 12:02 CST by rivermedia

 #23723: Unable to edit ticket

Closed
Latest post by dimension4 on Thursday, 17 December 2015 17:20 CST Created on Tuesday, 17 November 2015 07:31 CST by dimension4

 #23701: Make the time field mandatory

Closed
Latest post by pauldev on Saturday, 12 December 2015 17:20 CST Created on Thursday, 12 November 2015 10:24 CST by pauldev

 #23676: Template Assignment

Closed
Latest post by user88538 on Friday, 11 December 2015 17:20 CST Created on Monday, 09 November 2015 06:39 CST by user88538

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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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