349 comments found.
Hi Does HelpDesk 3 support OAuth for email account? (receive and send) It’s a requirement for Office365 Exchange accounts. Is it possible to disable the chat component?
Hello. I created a ticket 3 days ago and so far no response. Please, I need your urgent response.
Hi, we have no open tickets, please login and check your answer. Your ticket has been answered 2 hours 43 minutes after your question.
The ticket number is #4720. And there is only an automatic response indicating a link to see about their schedules and frequently asked questions.
This is the message I sent:
I have installed the web application on my subdomain but I have some problems: 1. Clicking on the top menu links shows 404 error. 2. The same 404 error when trying to enter the intranet. 3. Where does the icon to start the chat appear?
Please, your help.
Please check your ticket, we have answered 3 days ago and awaiting your feedback.
pre sales questions i checked your demo, how can i add content on new page ? or how can i change the data content for already exist page, like hope page, contact etc?
Hi, you can change the content with the build in editor. https://jakweb.ch/faq/a/261/front-end-cms-edit-content
Hello,
i follow your instructions as docs but i can even install it….
I don’t go beyond step 3..
In the page product you say:
Software Version PHP 8.x, PHP 7.x, MySQL 8.x, MySQL 5.x
Well i have 5.5 and your installer ask me for v.5.6..
This is for first installation 4_0_complete…. not a good start.
If I then have to update to 4_5, it’s even more complicated.
this was not indicated at the time of purchase
Good Morning, thank you very much for your purchase. The problem is we can only select MySQL 5.x we have no other option here. Check the minimum requirements here: https://jakweb.ch/faq/a/176/minimum-requirements-for-helpdesk-3
MySQL 5.5 has reached is EOL back in December 2018, so I really recommend updating your Database server to at least version 5.7.
Should you need any further help, please use our support area. Comments here are for pre sales questions only.
Thank you.
Hi
Do you have a API documentation to connect this system to a thirdparty
Hi, yes there is an API available for the client synchronisation with any third party login system.
do you have any documentation related to the available API, I would like to go-through before i purchase
Sure, all our documentations are available online.
You can check our website for more information: https://jakweb.ch/helpdesk-3
https://jakweb.ch/faq/c/9/helpdesk-3i see so its not that we can check , create tickets via API
Tickets can be created the following way:
- Through the front end form - Through the widget - Through the operator panel - From Email.
Hi Jakweb
Thanks for your reply
Im aware that we can create widget for live chat, however is it possible to create a widget to embeddable support ticket form where anyone can submit support ticket from a third-party website ?
Yes, you can also have support and faq widgets.
Hi!
1. Does the operator receive email notification when: a. new ticket created b. new chat started c. reply to ticket received
2. Can operator reply by emails?
3. I don’t see upload files feature in the chat widget in the demo. Is it possible?
4. FAQ = Knowledge base?
5. You offer a desktop app – for an operator? a client? both?
6, are the mobile apps is a separate purchase? Hosted in my own App stores? For the operator? clients? Both?
7. How many inboxes possible to create? (how many email addressed can be used for support?
8. Is the helpdesk URL whitelabled? Or shows as helpdesk3.com/... ?
9. How do clients give feedback? Im the email? In their dashboard? I didn’t finr any settings for this in the Operator backoffice.
Thank you.
Hi, thank you very much for your questions, but it seems like you have not read the description at all?!
1. Yes
2. No, operators always needs to login to the operator panel for various reasons. Clients can reply by email of course.
3. Yes
4. Yes
5. Yes
6. App access is free on the app stores and for HelpDesk 3 it makes no sense to host them yourself. They are for the operators. Client don’t need an app.
7. Unlimited
8. You are allowed to remove all visible links or HelpDesk 3 text. Checkout the license agreement: https://www.jawkeb.ch/license-agreement
9. Depend: On the live chat they give feedback at the end of the chat. For the tickets they will received an email with a link to provide their feedback. (Both can be turned on or off).
More information: https://www.jakweb.ch/compare
Will you have some black friday / cyber monday discount?
No, we don’t.
In a prior question I asked about auto assignment. Your response was that available operators could take the orders. Although for the operator to take an open order and assign it to themselves is still a backup option for us. Our requirement is for a solution, like HD3, to be setup to auto assign an open order to an available operator. My ask is can HD3 be setup to do just that? Thanks.
Good Morning, In the last 5 Years we had about 3 times the question about Auto Assign to an Operator. It is not really a good idea, it is better that operators login and pick their tickets and a super operator checks that no tickets get left over. Tickets can be moved from one operator to another and multiple operators can answer to a ticket.
Do you provide installation services?
Good Morning, yes we do offer an installation service on our website. https://www.jakweb.ch/shop/i/2/installation
I may have missed it, but once tickets are generated, does your product (or can it be setup) to poll available HD3 operators then automatically assign the ticket? Thanks.
Good Morning, yes available operators can take the open tickets where they have access to it.
can you send a better detailed manual how to install front end
great product after reading the manual I managed to install
Thanks
If I am a client, how do I put in a new support ticket? Do I have to login as a client to create a new support ticket?
Good Morning, that is up to you how you setup the system. You can allow guests to write tickets, you can bridge it with your existing user database, you can only allow members, you can allow to write a ticket and create an account and so on. The options are up to you.
On your demo. Where do I find the support ticket link so I can see what it looks like from the client view. I see the public view of existing but how do I start a new support ticket from the client side.
You can browse to the front end and login:
https://helpdesk3.com/demo/Username: demo@testcontent.com Password: 12345678
I have some presale question:
1- is available a widget to put on multiple websites to send support tickets (wordpress, moodle, etc.)? 2- is possible for users to answer by email? 3- when the user uses the widget to open a support request, is the url of the page from which the request was opened visible?
Thanks in advance
Good Morning,
1. The live chat widget can be placed on various sites, the faq and support widget as well.
2. Yes, they can answer by email if you setup this option. It is called PHP IMAP.
3. We try to get the URL for the support widget but sometimes the server does not support it.
Hi jakweb, thanks for your answer
Hello, want to know if can i use gsuite/imap email, when received the email it convert to ticket, but no piping…becouse im using imap email. Thanks. Gabriel
Hi, email to ticket via PHP imap is available.
thanksssssss…is there any way to setup the ticket id, or will be 1, 2, 3, etc…Gabriel
TicketID is unique and cannot be changed.
Thanks….is it possible after buy the script install in www.mysite.com/testfolder and then move to another folder…or is a very hard task ? Thanks. Gabriel
That is very hard to answer, it depends on your knowledge. It is very easy in my opinion. Copy the files and database and change the path.
Thanks….system has option to block emails to mark them as spam ? Gabriel
Please check here: https://www.jakweb.ch/compare
After I install it, I enter the admin panel, but I do not have any authorization. I’m checking from the database, but the permission column is empty, can you please help with this? How can I create admin authority?
It looks like you don’t have a license. In case of any support, for licensed customers only, please go to our website. Thanks
Hey there, presale question – is there a way to have multiple contact forms, and support ticket forms? I run an event ticket sale platform and am wanting to have seperate contact forms and support ticket forms to seperate the event organiser and the ticket buyer apart. is this possible?
Hi, no that is not possible to separate them completely. HelpDesk 3 is designed for one company to give support to his clients. If you want to have a multi client software with one installation and sub domains you might want to have a look into Cloud Desk 3.
https://www.jakweb.ch/comparehi, can i know this product, team, support still active?
Hi, why should we not be active? The last release was only one Month ago.
https://helpdesk3.com/update-timeline.htmlwich one is better ? this or Cloud Desk 3 – The Fully Saas Support Solution, worth to upgrade to thecloud desk 3? or this i have its better?
Hi jakweb,
I can’t find the download for the WordPress bridge on your site, specifically here https://www.jakweb.ch/download/f/17/helpdesk-3-wordpress-user-bridge
There is no file download available. Can you take a look? Thanks!
Oh nevermind, I just created an account and logged in. I see the download link there. Thanks.
Dear team,
So far a good product and gone well with aws installation, only one thing to address here is that “CMS edit is not working, after clicking edit one page opens but no textbox or CMS fields appears”
Looking forward for assistance, tried registering on support portal but no email with credentials received.
Looking for prompt assistance.
