File Name: FluxCP Addon - Service Desk
File Submitter: Akkarin
File Submitted: 09 Oct 2012
File Category: Web Resources
Content Author: Akkarin
Tired of supporting your players via the forums? Need something with abit more.. "ummph"? Look no further
I present the Service Desk.
This FluxCP addon is geared towards the Incident Management Service Desk function, part of the ITIL framework. This addon is essentially a supped-up Support Ticket system.
Features
Standard reply function for both players and staff.
Different types of reply actions for ease and convenience (i.e. reply and return to ticket, return to list, reply and resolve, etc)
Staff profiles - create your staff account and select a name you'd like to reply as.
Category Control - Show/Hide specific categories from the list on the create ticket page
Escalation feature - Don't have sufficient access to help a player? Escalate it to your superior
3 "Groups" or "Teams" of support enabled.
Grouped Pending and Resolved ticket statuses to clearly define tickets.
Additional "Closed" status that can only be used by a superior group. Useful for performance checks!
Screenshot thumbnails.
Ability to re-open a Resolved ticket.
Logs both Response and appropriate "Action". Displayed neatly to player.
Allows player to select a character that's affected, or choose whole account/none.
Links to Account and Character pages from ticket header.
Sends an email to all staff who have enabled Email Alerts on their Staff Profile when a new ticket is opened
Players receive an email when a member of staff has replied to their tickets.
Submit tickets from within the game client
Compatibility
This addon will work with any installation of FluxCP, including renewal branches and forks.
Installation
Upload .zip archive to your root Flux directory and unzip.
Browse to your FluxCP site and enter your installer password. This will allow you to install the SQL tables.
Once installed, login with an account that has HIGHGM or higher privileges.
Navigate to the Staff Settings page and create your staff profile. Set yourself up in the Admin group
If needed, add additional categories via the Category Control page.
Let your players know that you have installed a robust support system!
Additional Configuration
Status and Staff Response colours are configurable in config/addon.php, and nearly all text is in the language file for easy translation!
Demo
A demo site is coming soon.
Future Plans
NPC scripts to allow staff to respond while in-game.
Optional picklog/chat/npc/etc links, dependant upon category selected.
Dynamic Create Ticket page, powered by jquery.
Graphical reports on tickets, staff, procedures, timespans, etc.
Support
Bug-fixes for this addon will take priority over any of my work and are completely free. If you find a bug after purchasing this addon, please let me know as quickly as possible by sending me a PM on these forums.
If you require additional support, please also feel free so PM me on rAthena's forums. Before doing so, please also make sure that you're using the latest version of this software. Only the latest version will be supported.
Please Note: This is a purchasable download. You may not redistribute this code under any circumstances.
Click here to download this file