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

 #28250: Custom module positions in the front-end

Closed
Latest post by downunder on Thursday, 10 August 2017 16:34 CDT Created on Thursday, 10 August 2017 04:17 CDT by downunder

 #28050: show all tickets to staff regardless of state or category

Closed
Latest post by hyperx on Thursday, 03 August 2017 17:17 CDT Created on Friday, 30 June 2017 18:52 CDT by hyperx

 #28067: user with more then one e-mail

Closed
Latest post by site42 on Wednesday, 05 July 2017 10:02 CDT Created on Wednesday, 05 July 2017 08:23 CDT by site42

 #28041: small problem with "Add another attachment" button

Closed
Latest post by nicholas on Friday, 30 June 2017 02:29 CDT Created on Friday, 30 June 2017 01:49 CDT by stimulus

 #27750: Click on the button Close ticket in frontend = Error 403

Closed
Latest post by Teophile on Sunday, 18 June 2017 17:17 CDT Created on Monday, 15 May 2017 14:18 CDT by Teophile

 #27910: empty page when publishing infos modules

Closed
Latest post by arnaudlu on Friday, 09 June 2017 03:33 CDT Created on Wednesday, 07 June 2017 09:32 CDT by arnaudlu

 #27635: reports from ATS

Closed
Latest post by rolandrogers on Sunday, 28 May 2017 17:17 CDT Created on Friday, 28 April 2017 12:48 CDT by rolandrogers

 #27526: Auto- update Tikcet System

Closed
Latest post by sakis on Saturday, 13 May 2017 17:17 CDT Created on Thursday, 13 April 2017 02:44 CDT by sakis

 #27480: Akeeba Ticket documentation in PDF not in downloads section

Closed
Latest post by rmarkb on Thursday, 04 May 2017 17:17 CDT Created on Tuesday, 04 April 2017 09:47 CDT by rmarkb

 #27648: Cannot edit posts created by reply-by-email

Closed
Latest post by weeblr on Wednesday, 03 May 2017 03:36 CDT Created on Tuesday, 02 May 2017 05:39 CDT by weeblr

 #27505: ATS 2.2.4 download link broken

Closed
Latest post by jcc on Monday, 10 April 2017 10:49 CDT Created on Monday, 10 April 2017 10:07 CDT by jcc

 #27412: Bad link in emails sent through CLI

Closed
Latest post by tampe125 on Friday, 24 March 2017 04:25 CDT Created on Thursday, 23 March 2017 09:14 CDT by weeblr

 #27357: Ticket edition error when switching website language

Closed
Latest post by arnaudlu on Monday, 20 March 2017 08:26 CDT Created on Wednesday, 15 March 2017 15:15 CDT by arnaudlu

 #27370: Non empty category deletion

Closed
Latest post by arnaudlu on Monday, 20 March 2017 08:23 CDT Created on Thursday, 16 March 2017 16:14 CDT by arnaudlu

 #27171: Import tickets from another installation

Closed
Latest post by marco.marranchelli on Thursday, 09 March 2017 15:33 CST Created on Monday, 20 February 2017 10:41 CST by marco.marranchelli

 #27046: Categories not showing in the drop down menu for new tickets

Closed
Latest post by koenvdz on Wednesday, 08 March 2017 17:17 CST Created on Friday, 03 February 2017 20:44 CST by koenvdz

 #27292: Feature request (or how to question) about CustomFields

Closed
Latest post by nicholas on Wednesday, 08 March 2017 15:57 CST Created on Wednesday, 08 March 2017 05:41 CST by weeblr

 #27291: PHP 7.x issue with customfields

Closed
Latest post by weeblr on Wednesday, 08 March 2017 09:08 CST Created on Wednesday, 08 March 2017 05:30 CST by weeblr

 #27157: Controlling date range in Latest Tickets view

Closed
Latest post by nvcacademy on Wednesday, 22 February 2017 15:37 CST Created on Saturday, 18 February 2017 14:21 CST by nvcacademy

 #27152: Akeeba Tickets disable time tracking

Closed
Latest post by nvcacademy on Saturday, 18 February 2017 09:53 CST Created on Thursday, 16 February 2017 16:34 CST by nvcacademy

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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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