Only Trial version need the encoder, it is from ioncube. The pack is already available in the downloads page.
Equipped with AJAX-enabled features you can manage these tickets in the Ticket Browse easily.
Sorting, Filter, Quick Filter, Save Filter and doing actions such reply (bulk replies supported), marking, close, move, lock, delete, purge attachments, etc so much comfortable.
These tickets are grouped into departments where only certain staff can access it. Try the online demo for this feature.
When it need to see the details, Ticket Details can provide better track per ticket with more actions inside.
Nevertheless, there is Predefined Text provided for each staff to add tickets or reply tickets quickly.
Manage incoming requests from customers both via website or emails. Each request from emails will be retrieved by POP3 and transformed into tickets or replies respectively.
Staff and customers can both reply via emails too. The email notifications are dispatched on these activities to both staff and customers.
Beside customers, staff can also create tickets on behalf of the customer.
Every ticket created can have private description. Tickets can also be assigned to staff. Note: when customer submit requests, the tickets can be automatically assigned to staff if each department is already set up for it.
Bad guys must work harder to inject spam messages or evil scripts into the helpdesk. Provided with Captcha Image or Questions Answers it will reduce spams.
HTML Purifier will prevent XSS attack from inputting malicious scripts by stripping out the evil code.
You can do more stricter about this security by setting it to allow only "Registered User" to access this helpdesk. It is also enable for you to ban specific IP addresses or Email Addresses.
Advise the customers with related articles when they are about submitting request.
Articles created by staff must have keywords. These keywords will be used to match with the subject they typed in the Submit Request page.
Knowledgebase and News
Knowledgebase or could also be called with FAQ or article is supported with simple ways yet with big features.
Articles created can have attributes such as Related Articles for correlation sake, Is Private for logged in customers can view it,
Keywords to add keyword for search and also for Advise Articles when customer is about submitting ticket.
Staff can be set with privileges so they can create or edit the articles.
News is divided into Public News for customers and Internal News (Internal Announcement).
Public News can also have attribute Is Private so it will be seen by logged in customers.
Internal News is located in the Home Page of Staff Panel so it will be seen by all staff who logged in. Staff with privilege can create this
announcement even in the Home Page itself for quick action sake.
With good interface, staff can manage these articles and news easily such as sort, filter and ordering.
Latest version 2.3.1
Emphasize on Ticket Browse for faster response to customers
Advise to customers with related articles when they about submitting tickets
Simple CMS for Front End to give simple announcements
Better AJAX implementation
Better for Front Template
All languages are translateable, including the Staff Panel
Only the hardware capacity can limit this number of Staff, Users and Departments inside.
Technically, you can have them as many as it needed. Meanwhile it is make sense for increasing users, maybe you don't need this huge number for Staff and Department.
Staff will have privileges in order to do some actions. There are a lot of privileges can be set for each staff.
Each user can have alternate email to get notified too when staff reply their tickets (note: it must in SMTP mode in order to make alternate emails have notified)
Departments have a big role in the Green Desktiny Helpdesk. It will correlate with emails dispatchment and retrieval via POP3.
It grouped the tickets so certain staff who have access to some departments can access it.
Each staff can have his/her own schedule displayed in the Home Page of Staff Panel.
Tasks are marked with colored number in the calendar panel. Staff can even add or set done the tasks in the Home Page itself, it will save time for sure.
For details schedule, staff can go to the Shedule Page respectively.
Custom Fields and Brief Statistics
Custom fields are provided both for Ticket and User. You may add occasionally for these fields in order to suit with your needs.
Field types are available for Text or Text Area.
Brief statistics is a simple summary for Most Active Tickets, Active Users and Popular Articles.
Last but not least
AJAX features will enable you to know the person who online or access to the helpdesk without refreshing the page.
Email Templates are easily to be modified to suit with your language.
Smarty templates system make you are enable to modify the Front End apperance. It's just like ordinary HTML not in PHP code.