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

 #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

 #23331: Reply by email not allowed but reply by email and category permissions set

Closed
Latest post by SatIntAKB on Wednesday, 30 September 2015 09:44 CDT Created on Wednesday, 30 September 2015 05:17 CDT by SatIntAKB

 #23329: Last Open does not show custom ticket status

Closed
Latest post by SatIntAKB on Wednesday, 30 September 2015 04:58 CDT Created on Wednesday, 30 September 2015 03:18 CDT by SatIntAKB

 #23325: Credits are not charged

Closed
Latest post by webemus on Tuesday, 29 September 2015 12:31 CDT Created on Tuesday, 29 September 2015 09:38 CDT by webemus

 #23307: Template Override for Post Not Working

Closed
Latest post by user85330 on Thursday, 24 September 2015 17:24 CDT Created on Thursday, 24 September 2015 00:54 CDT by user85330

 #23302: Disabling Akeeba bootstrap not working in v2.0.0?

Closed
Latest post by UWiX on Wednesday, 23 September 2015 08:41 CDT Created on Wednesday, 23 September 2015 08:36 CDT by UWiX

 #23136: Update: Could not open update site #37 "Akeeba Ticket System", URL: http://cdn.akeebabackup.com/updates/ats.xml

Closed
Latest post by nicholas on Sunday, 20 September 2015 17:20 CDT Created on Wednesday, 19 August 2015 11:03 CDT by parisi

 #23155: off-line schedule?

Closed
Latest post by tampe125 on Sunday, 20 September 2015 17:20 CDT Created on Friday, 21 August 2015 07:36 CDT by compojoom

 #23126: how I can change the message when create a new ticket

Closed
Latest post by tampe125 on Thursday, 17 September 2015 17:20 CDT Created on Tuesday, 18 August 2015 07:12 CDT by user87969

 #23088: UTF8 Problem from mails subject line to the ticket title

Closed
Latest post by tampe125 on Thursday, 03 September 2015 17:20 CDT Created on Tuesday, 04 August 2015 03:04 CDT by user87903

 #23175: Select a User by Support Team, different User Groups

Closed
Latest post by SatIntAKB on Thursday, 27 August 2015 06:29 CDT Created on Thursday, 27 August 2015 02:57 CDT by SatIntAKB

 #23171: How to avoid showing top Category when using nested Categories

Closed
Latest post by SatIntAKB on Thursday, 27 August 2015 03:17 CDT Created on Wednesday, 26 August 2015 14:01 CDT by SatIntAKB

 #23162: Last Open showing for Customers, Multiple Customer groups

Closed
Latest post by SatIntAKB on Tuesday, 25 August 2015 09:35 CDT Created on Tuesday, 25 August 2015 05:03 CDT by SatIntAKB

 #23115: ATS not picking up email tickets

Closed
Latest post by user88056 on Friday, 21 August 2015 16:21 CDT Created on Monday, 17 August 2015 19:31 CDT by user88056

 #23153: Latest Open menu goes 403 while New/My Tickets and Categories are OK

Closed
Latest post by SatIntAKB on Friday, 21 August 2015 08:02 CDT Created on Friday, 21 August 2015 07:12 CDT by SatIntAKB

 #23135: Default User Groups as Managers

Closed
Latest post by SatIntAKB on Friday, 21 August 2015 06:04 CDT Created on Wednesday, 19 August 2015 09:36 CDT by SatIntAKB

 #23130: How does email collection identify users and emails?

Closed
Latest post by tampe125 on Wednesday, 19 August 2015 07:49 CDT Created on Tuesday, 18 August 2015 13:29 CDT by SatIntAKB

 #22934: ATS 2.0.0.b1

Closed
Latest post by nicholas on Friday, 07 August 2015 17:20 CDT Created on Tuesday, 07 July 2015 19:37 CDT by allenjj

 #22892: Using subdomain for email address

Closed
Latest post by tampe125 on Sunday, 02 August 2015 17:20 CDT Created on Wednesday, 01 July 2015 10:12 CDT by rivermedia

 #22851: Reply Emails - broken 'View' link

Closed
Latest post by nicholas on Saturday, 25 July 2015 17:20 CDT Created on Wednesday, 24 June 2015 13:56 CDT by rivermedia

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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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