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Akeeba Ticket System — служба поддержки для joomla

Автор: Эдуард Бунаков · Опубликовано 16 января 2017 · Обновлено 25 февраля 2018

Akeeba Ticket System — система продажи билетов для вашего joomla сайта. Это простой и многофункциональный компонент для реализации службы поддержки на cms-joomla. Обладает простым и понятным интерфейсом, с возможностью создания как общедоступных, так и закрытых разделов.

В классическом варианте компонент разработан для установки системы продажи билетов.
Выделение определенного количества кредитов на одного пользователя. Где пользователь может использовать их при добавлении нового вопроса либо при ответе на него. А так же автоматического пополнения суммы кредита без вмешательства клиента.

Но данное решение с полным функционалом предусмотрено в платной версии. Что же касается бесплатной лицензии компонента Akeeba Ticket System, то для внедрения службы поддержки, предусмотрен весь необходимый функционал.

Особенности Akeeba Ticket System

  • Создание множества категорий разного уровня вложенности.
  • Возможность отслеживания всех стадий которые проходит вопрос.

При создании нового билета или вопроса, он по умолчанию находится в стадии «открыт». Стоит начать отвечать на него, билет переходит в стадию «на рассмотрении» автоматически, а по завершению или решению вопроса, его переводит в стадию «закрыт», сам клиент или администратор.

  • Наблюдение за менеджерами отвечающими на вопрос. На сколько грамотно и качественно осуществляется общение с клиентами и ответы на вопросы.
  • Возможность администратора вносить поправки в адрес менеджеров в ходе общения. При этом, сам факт этих поправок не виден пользователю который задает вопрос.
  • Создание общих категорий, закрытых или личных. Такие билеты может просмотреть только зарегистрированный пользователь или имеющий специальный доступ. Все зависит от настроек которые установит администратор сайта.
  • Для однотипных и повторяющихся вопросов, предусмотрена система шаблонов.
  • Создание шаблонов для ответа по электронной почте с использованием редактора cms-joomla с поддержкой html.
  • Система автоматического поиска InstantReply. Когда клиент начинает печатать слово в поле поиска, система автоматически начинает подсказывать популярные ответы.
  • Настраивать внешний вид и функционал редактора с помощью которого клиенты будут создавать билеты или вопросы. Администратор может назначить любой редактор для этих целей. Который используется в форумах с bb-кодами, или функциональный редактор joomla.
  • Массовая рассылка сообщений.

Если в создании открытой службы поддержки не ожидается большой наплыв вопросов, то компонент Akeeba Ticket System — это то что нужно. Работает безупречно, имеет открытый исходный код, что дает нам возможность подгонять не только внешний вид, но и работу самого компонента под те параметры, которые необходимы именно нам.

Ответы на вопросы происходят без перезагрузки страницы. Посмотрите данное видео и возможно вам понравится данное расширение при создании вашей службы поддержки.

Для просмотра всего мини-курса по организации службы поддержки с помощью компонента Akeeba Ticket System, необходимо получить доступ в премиум раздел.

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Support

Documentation

Akeeba Ticket System User’s Guide

Nicholas K. Dionysopoulos

Copyright © 2011-2020 Akeeba Ltd

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.

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

Copyright ©2006-2020 Akeeba Ltd. All Legal Rights Reserved.

This site is not affiliated with or endorsed by the Joomla! Project. It is not supported or warranted by the Joomla! Project or Open Source Matters. The Joomla! logo is used under a limited license granted by Open Source Matters, the trademark holder in the United States and other countries.

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Support

Documentation

Installing Akeeba Ticket System

Installing Akeeba Ticket System is no different than installing any other Joomla! ™ extension on your site. You can read the complete instructions for installing Joomla! ™ extensions on the official help page. Throughout this chapter we assume that you are familiar with these instructions and we will try not to duplicate them.

Installing or manually updating the component

Just like with most Joomla! extensions there are three ways to install or manually update Akeeba Ticket System on your site:

Install from URL. This works only with the Professional release of our component. It is the easiest and fastest one, if your server supports it. Most servers do support this method.

Upload and install. That’s the typical extension installation method for Joomla! extensions. It rarely fails.

Manual installation. This is the hardest, but virtually fail-safe, installation method.

Please note that installing and updating Akeeba Ticket System (and almost all Joomla! extensions) is actually the same thing. If you want to update Akeeba Ticket System please remember that you MUST NOT uninstall it before installing the new version! When you uninstall Akeeba Ticket System you will lose all your settings. This is definitely something you do not want to happen! Instead, simply install the new version on top of the old one. Joomla! will figure out that you are doing an update and will treat it as such, automatically.

If you find that after installing or updating Akeeba Ticket System it is missing some features or doesn’t work, please try installing the same version a second time, without uninstalling the component. The reason is that very few times the Joomla! extensions installer infrastructure gets confused and fails to copy some files or entire folders. By repeating the installation you force it to copy the missing files and folders, solving the problem.

Install from URL

The easiest way to install Akeeba Ticket System Professional is using the Install from URL feature in Joomla!.

This Joomla! feature requires that your server supports fopen() URL wrappers ( allow_url_fopen is set to 1 in your server’s php.ini file) or has the PHP cURL extension enabled. Moreover, if your server has a firewall, it has to allow TCP connections over ports 80 and 443 to www.akeebabackup.com and cdn.akeebabackup.com . If you don’t see any updates or if they fail to download please ask your host to check that these conditions are met. If they are met but you still do not see the updates please file a bug report in the official Joomla! forum. In the meantime you can use the manual update methods discussed further below this page.

First, go to our site’s download page for Akeeba Ticket System. Make sure you are logged in. If not, log in now. These instructions won’t work if you are not logged in! Click on the Take me to the downloads for this version button of the version you want to install. Please note that the latest released version is always listed first on the page. On that page you will find both Akeeba Ticket System Core and Professional. Next to the Professional edition’s Download Now button you will see the DirectLink link. Right click on it and select Copy link address or whatever your browser calls this.

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Now go to your site’s administrator page and click on Extensions , Extension Manager . If you have Joomla! 3.x click on the Install from URL tab. Clear the contents of the Install URL field and paste the URL you copied from our site’s download page. Then click on the Install button. Joomla! will download and install the Akeeba Ticket System update.

If Joomla! cannot download the package, please use one of the methods described in this section of the documentation. If, however you get an error about copying files, folder not found or a cryptic «-1» error please follow our installation troubleshooting instructions.

Upload and install.

You can download the latest installation packages our site’s download page for Akeeba Ticket System. Please note that the latest version is always on top. If you have an older version of Joomla! or PHP please consult our Compatibility page to find the version of Akeeba Ticket System compatible with your Joomla! and PHP versions. In either case click on the version you want to download and install.

If you are not a subscriber, click on the Akeeba Ticket System Core to download the ZIP installation package of the free of charge version.

If you are a subscriber to the Professional release, please make sure that you have logged in first. You should then see an item on this page reading Akeeba Ticket System Professional. If you do not see it, please log out and log back in. Click on the Professional item to download the ZIP installation package.

All Akeeba Ticket System installation packages contain the component and all of its associated extensions. Installing it will install all of these items automatically. It can also be used to upgrade Akeeba Ticket System; just install it without uninstalling the previous release.

In any case, do not extract the ZIP files yet!

Attention Mac OS X users ! Safari, the default web server provided to you by Apple, is automatically extracting the ZIP file into a directory and removes the ZIP file. In order to install the extension through Joomla!’s extensions installer you must select that directory, right-click on it and select Compress to get a ZIP file of its contents. This behaviour was changed in Mac OS X Mountain Lion, but people upgrading from older versions of Mac OS X (Mac OS X Lion and earlier) will witness the old, automatic ZIP extraction, behaviour.

Log in to your site’s administrator section. Click on Extensions , Manage link on the top menu. If you are on Joomla! 3.x please click on the Upload Package File tab. Locate the Browse button next to the Package File (Joomla! 2.5, 3.0 and 3.1) or Extension package file (Joomla! 3.2 and later) field. Locate the installation ZIP file you had previously downloaded and select it. Back to the page, click on the Upload & Install button. After a short while, Joomla! ™ will tell you that the component has been installed.

Akeeba Ticket System is a big extension (over 2Mb for the Professional release). Some servers do not allow you to upload files that big. If this is the case you can try the Manual installation or ask your host to follow our installation troubleshooting instructions under «You get an error about the package not being uploaded to the server».

If you have WAMPServer (or any other prepackaged local server), please note that its default configuration does not allow files over 2Mb to be uploaded. To work around that you will need to modify your php.ini and restart the server. On WAMPserver left-click on the WAMP icon (the green W), click on PHP , php.ini . Find the line beginning with upload_max_filesize . Change it so that it reads:

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Save this file. Now, left-click on the WAMP icon, click on Apache , Service , Restart Service and you can now install the component. Editing the php.ini file should also work on all other servers, local and live alike.

If the installation did not work, please take a look at our installation troubleshooting instructions or try the manual installation described below.

Manual installation

Sometimes Joomla! ™ is unable to properly extract ZIP archives due to technical limitations on your server. In this case, you can follow a manual installation procedure.

You can download the latest installation packages our site’s download page for Akeeba Ticket System. Please note that the latest version is always on top. If you have an older version of Joomla! or PHP please consult our Compatibility page to find the version of Akeeba Ticket System compatible with your Joomla! and PHP versions. In either case click on the version you want to download and install.

If you are not a subscriber, click on the Akeeba Ticket System Core to download the ZIP installation package of the free of charge version.

If you are a subscriber to the Professional release, please make sure that you have logged in first. You should then see an item on this page reading Akeeba Ticket System Professional. If you do not see it, please log out and log back in. Click on the Professional item to download the ZIP installation package.

All Akeeba Ticket System installation packages contain the component and all of its associated extensions. Installing it will install all of these items automatically. It can also be used to upgrade Akeeba Ticket System; just install it without uninstalling the previous release.

Before doing anything else, you have to extract the installation ZIP file in a subdirectory named akeeba on your local PC. Then, upload the entire subdirectory inside your site’s temporary directory. At this point, there should be a subdirectory named akeeba inside your site’s temporary directory which contains all of the ZIP package’s files.

If you are unsure where your site’s temporary directory is located, you can look it up by going to the Global Configuration , click on the Server tab and take a look at the Path to Temp-folder setting. The default setting is the tmp directory under your site’s root. Rarely, especially on automated installations using Fantastico, this might have been assigned the system-wide /tmp directory. In this case, please consult your host for instructions on how to upload files inside this directory, or about changing your Joomla! ™ temporary directory back to the default location and making it writable.

Assuming that you are past this uploading step, click on Extensions , Manage link on the top menu. If you are on Joomla! 3.x please click on the Install from Directory tab. Locate the Install Directory edit box. It is already filled in with the absolute path to your temporary directory, for example /var/www/joomla/tmp . Please append /akeeba to it. In our example, it should look something like /var/www/joomla/tmp/akeeba . Then, click on the Install button.

If you still can’t install Akeeba Ticket System and you are receiving messages regarding unwritable directories, inability to move files or other similar file system related error messages, please consult our installation troubleshooting instructions. If these instructions do not help please do not request support from us; we are unlikely to be able to help you. These errors come from your site set up and can best be resolved by asking your host for assistance or by asking other users in the official Joomla! ™ forums.

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