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

 #23322: Set Redirect Not Working for New Ticket in SEF Mode

Closed
Latest post by user85330 on Tuesday, 27 October 2015 17:09 CDT Created on Tuesday, 29 September 2015 06:01 CDT by user85330

 #23531: Starting ticket number higher than #1

Closed
Latest post by SatIntAKB on Tuesday, 27 October 2015 08:20 CDT Created on Thursday, 22 October 2015 04:02 CDT by SatIntAKB

 #23499: Is ATS 2.0.1 Beta or not?

Closed
Latest post by redmarakeebapro on Monday, 19 October 2015 09:37 CDT Created on Monday, 19 October 2015 07:34 CDT by redmarakeebapro

 #23500: credits

Closed
Latest post by webemus on Monday, 19 October 2015 09:24 CDT Created on Monday, 19 October 2015 09:24 CDT by webemus

 #23256: Change Autoclose Ticket Text?

Closed
Latest post by nicholas on Friday, 16 October 2015 17:20 CDT Created on Monday, 14 September 2015 14:46 CDT by parisi

 #23260: Reporting on time spent for one ticket by multiple assignees

Closed
Latest post by tampe125 on Friday, 16 October 2015 17:20 CDT Created on Tuesday, 15 September 2015 10:18 CDT by alexwalker

 #23246: ATS 2.0

Closed
Latest post by tampe125 on Thursday, 15 October 2015 17:20 CDT Created on Thursday, 10 September 2015 10:35 CDT by alexwalker

 #23472: Digital Signature

Closed
Latest post by user62355 on Thursday, 15 October 2015 11:53 CDT Created on Thursday, 15 October 2015 10:20 CDT by user62355

 #23473: Fast Multiple Ticket Entry

Closed
Latest post by user62355 on Thursday, 15 October 2015 11:52 CDT Created on Thursday, 15 October 2015 10:32 CDT by user62355

 #23474: Turn off editor

Closed
Latest post by user62355 on Thursday, 15 October 2015 11:52 CDT Created on Thursday, 15 October 2015 10:34 CDT by user62355

 #23450: 'Sort Table By' broken in back-end

Closed
Latest post by rivermedia on Thursday, 15 October 2015 10:51 CDT Created on Tuesday, 13 October 2015 15:02 CDT by rivermedia

 #23436: Upgrading from ATS Pro 1.6.1 to Current release

Closed
Latest post by finack on Monday, 12 October 2015 08:38 CDT Created on Monday, 12 October 2015 08:23 CDT by finack

 #23238: Can´t downlaod ATS 2.0.0

Closed
Latest post by dlb on Saturday, 10 October 2015 17:20 CDT Created on Wednesday, 09 September 2015 13:28 CDT by Nobs

 #23303: class '.../Subscriptions' not found.

Closed
Latest post by UWiX on Thursday, 08 October 2015 15:33 CDT Created on Wednesday, 23 September 2015 09:06 CDT by UWiX

 #23275: Using Joomla Cache affects visability of tickets

Closed
Latest post by nicholas on Thursday, 08 October 2015 04:17 CDT Created on Thursday, 17 September 2015 15:18 CDT by rivermedia

 #23351: User Tagging

Closed
Latest post by nicholas on Monday, 05 October 2015 13:12 CDT Created on Thursday, 01 October 2015 14:11 CDT by rivermedia

 #23369: JS error on creatin new ticket

Closed
Latest post by webemus on Monday, 05 October 2015 07:46 CDT Created on Monday, 05 October 2015 07:06 CDT by webemus

 #23348: Configure who to receive emails on ticket creation, reply

Closed
Latest post by SatIntAKB on Friday, 02 October 2015 10:23 CDT Created on Thursday, 01 October 2015 09:01 CDT by SatIntAKB

 #23349: Create as email but not in front end

Closed
Latest post by SatIntAKB on Thursday, 01 October 2015 14:43 CDT Created on Thursday, 01 October 2015 09:44 CDT by SatIntAKB

 #23347: Reply by email category visible to users

Closed
Latest post by SatIntAKB on Thursday, 01 October 2015 09:04 CDT Created on Thursday, 01 October 2015 08:02 CDT by SatIntAKB

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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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