349 comments found.
Hello, is it possible to add required custom field for ticket that should be filled by a customer. We want they fill their license there , in order we can check it. Also it would be great if we could add a script that can hook license information from that field and check it using our license service. In order staff know exactly if the user has valid license or not and get all related information to that license
Hi, yes custom fields are available. The hook to your service would need to be coded by you.
Thank you for clarification. But could you give more details. Do you have any instruction on how to do the right in order later when you create a new version release – our changed stay there and not be overridden. It would be great if you provide any guide / article to show how to create own custom field types with hooks which will be kept after application update.
The simplest way would be the file that checks the license code separately and just include it at the right location. Of course we can show you the location where the code needs to be altered.
So we need to include that file every time we update your application? Perhaps you have something like addons directory that your application includes automatically. This way we could update your application but addons will stay untouched.
We usually not update every file on updates. But, yes it is your responsibility when you customize the software. We have added your suggestion to our list to add a Hook system for certain features in a future update. Have a great weekend.
Can the AI chat send a request to a live operator to take over, or have a prompt/button a client can use to engage with a human (which will also notify the operator of the request)? Or is it binary you either have full ai chat and no human or full human and no ai? Is there any other type of ai training besides the “Please define the topic for this area for OpenAI, for better results.”, or setting up some common q/a the ai might encounter and suggested replies based on those prompts? If any of those aren’t supported, are there plans to implement and when might the eta be on those features? Thank you.
Hi, you can always take over as an operator. You define the topics the AI can answer or not and will let the client know if he asks something out of the box, that why you can save money and resources.
Presale question Hello,
I became aware of your helpdesk software because you offer a bridge to Wordpress. How often do you update your software and the plug-in and where can I get the plug-in? Is it included in the download package?
Can I install your helpdesk software on a subdomain and the bridge connects both systems or does your software have to be accessible under the main domain? Do you also offer the possibility of a database backup or even better an automatic DB backup or do I have to realize this with cronjobs?
Thanks for your Information.
Regards Holly
Hi Holly, thank you very much for your interest in our HelpDesk solution. The plugin can be downloaded in our download area for free, the only thing you have to do is installing Wordpress and HelpDesk 3 into the same database, if you use a subdomain or sub folder is up to you. Database backups are best made with a database tool, this way you can be sure to import all the data correctly in case you need to do so.
Hi we have no. of websites and I want your script installed in one site and provide chat windows in all sites. Chat operators in the installed site need to be chatting with different site visitors. Is this workable with your script?
Yes, that is possible.
i asked your website bot if Mollie gateway was supported, it said yes but i can’t find any definitive answer on your website. in the demo, mollie is not present
Hi, no mollie is currently not supported.
please indicate where AI is used in the script. And how to get to the admin panel, this information is not in the description. Is there an offline payment or a bank payment? Thank you very much
Hi,
please go to following demo site: https://helpdesk3.com
In the navigation on top you will find the demo link, there you can choose the client or operator side (admin).
AI can be used almost site wide in HelpDesk 3 for automatic chat responses, live translations, FAQ Article creation and translation as well blog article writing and translation. Ticket and Chat answers of course as well. AI is optional of course and should be used with cautious as we all know AI still makes a lot of mistakes and till now it cannot replace a professional.
Payment methods are available for the extended license holders.
Thank you, I understand that payment methods are available for the extended license, but I repeat the question – is offline bank payment present?
You can always charge your clients offline as it is manual work anyway. However you will still need the extended license for doing so.
Hi! I want to confirm something, when visitor create a ticket or chat, did the admin or operator get email notification? and did the visitor receive email when operator response to their ticket or chat?
I already about all the features but it says desktop and email notification in cloud helpdesk. is it this version still get the email notification?
Hi, you can choose from many different notifications and email is one of them. Have a great day.
hello, can you do the installation and import the data for me if I purchase this item?
Hi, yes we do offer an installation service, it can be purchased in our online shop. However installation is so easy that you might want to try it yourself.
Is this similar to zendesk, customers can respond to emails and dont need an account on the ticket system? Can we have 2 mailboxes/ departments ie; 2 emails for imap & smtp?
Hi, yes, that is possible. You can have unlimited email accounts to collect tickets from. It is your option whether a client is needed for support tickets or guests can ask for support as well.
the system at namecheap has a bug that appears some after it is installed and activated Good system friend recomeded
I’m really sorry, but I have no clue what you would like to say.
hello, im charging my clients on my site but support is free. Do i need extended license if tickets and support chat will be free? Thanks
Generally if you are charging your clients for the product you would need the extended license no matter if you give support for free. Your clients (I guess) cannot get any support from you without purchasing anything?!
Envato says:
If the item is used within the free part, the Regular License if fine. If the item is used in a part that requires payment to access or make use of, you need the Extended License.
Yes, all my clients pro and free can get always free support as they have currently free email support. i just wanna upgrade classic email support to ticket suppport with your software. i like demo. So regular is enought, right? its there any difference in software between extended and regular?
Yes, the regular license will not be able to use the payment gateways and billing area.
i will buy extended license. 1. because i wanna support your great script 2. maybe in future i will change my mind and i will add extra paid priority for tickets or membership priority based. Thank you for fast replies
Thank you very much!
Greetings… These days I decided to update my platform but unfortunately when I enter the purchase code it sends me the following message: License is incorrect or this license is not assigned to you, please contact support! And it won’t let me move forward…
Hi, please use our support area, the comments here are for pre sales questions only.
Is this a help desk ticket or a chat?
Both.
Does this ticket offer: As an example, I am the admin owner. I have a customer signs up with their specific user name. Would that become www.Mysite.com/TheirUserName THAT would be used throughout their subscription?
HelpDesk 3 is not a SaaS product, please check Cloud Desk 3 for this manner.
More information and to compare our products, please visit following link: https://jakweb.ch/compare
Hello Here is an error message i saw while installing the plugin Unpacking the package…
Installing the plugin…
The package could not be installed. No valid plugins were found.
Plugin installation failed.
is there no guide/ documentation for this, this is so confusing Ticket i oened has not been asnwered to
Hi, all support questions via our support tickets, please.
Please note, HelpDesk 3 itself is not a Wordpress Plugin! Please follow the installation manual/video included in the download package. Thanks again.
Honestly I can’t find installation manual for helpdesk3/video
Kindly send me the link to the page
We already answered your support ticket, please check it. There is no reason to reply here as well. Thank you very much for your understanding.
Hello
Knock knock
Is anyone here?
Can this plugin help desk 3 work on my subdomains or can I use it on a different website
Can users reply from mail to ticket?
Can we download the app store or Play store and use it to chat with clients on the website and also answer tickets using the app
Can we permanently close a ticket when done ?
Hi, all your questions can be answered with yes. Have a great day.
Thank you i will need your assistance after purchase
Hello, is it possible to limit the number of tickets depending on the user?
Hi, there are various options for you. You can set limits on open tickets, how many attachments and so on. You can also use the credit based system, so your clients have to pay per ticket if you want. The best is to check the demo and see all the options in the settings. For login into the demo, simply press login, you don’t need to enter anything.
thanks for the reply, but unable to enter the demo Incorrect Username or Password
Please do not enter anything in the login mask or enter the correct information: Username: demo@testcontent.com Password: 12348765
And that’s what I did, but it doesn’t work.
This is where you login?: https://helpdesk3.com/demo/operator/
We tried again with different devices and different browsers and have no issues, please let us know which browser you use so we can test it with the one you have.
I tried with Chrome, Edge, Opera, and Brave, clearing the cookies with VPN and without VPN. It works only on mobile, but it’s a bit difficult to test. It does the same thing to the user under my comment who left a YouTube link. If you want, I can give remote access to my screen so you can see.
Thank you very much for your feedback, we have changed some settings, can you please try again?!
ok it works well, last question for the integration with wordpress is this and the whole doc? https://jakweb.ch/blog/a/169/helpdesk-3-wordpress-plugin
That is correct, plus inside the plugin there is a readme as well. It is very simple to integrate.
Hi there,
Just wanted to find out if HelpDesk3 has a reporting function, which can generate reports for the number of calls that have been logged and the total number of hours spent resolving issues for specified timeframes?
Thanks very much.
Hi, yes there are many statistics you can access, it is maybe best to check the demo for it. However there are no calls possible within HelpDesk 3. Have a great day.
Thank you, I have tried logging in to the operator demo, but it throws out the following error: Incorrect Username or Password.
Simple press login, without entering anything.
Thank you, tried that initially but doesn’t seem to log in. Please see video link below: https://www.youtube.com/watch?v=Y5DmVVgvgjY
We have tried now 3 different devices with all major browsers and had no issues: https://helpdesk3.com/demo/operator/
Please let us know the browser you use and if you can the browser third party plugins if any.
Hello, I have installed the application to the end, but when I open application css seems not to work
Hi, please use our support area, as the comments here are for pre sales questions only. Thank you very much
Please, also make sure to extend your support access, you can also check our FAQ and already existing support tickets, in case you do not want to extend the support access.
Have a great afternoon.
Initial setup was pretty painless. And everything so far has been quite impressive. Does the chat widget open from the button via a shortcut in the URL so we can have other links within a page that will then trigger the chat widget to open? In the header for example?
Thank you very much for your feedback. Please understand that all support questions are answered through our support area. The comments here are for pre-sales questions only.
Thanks again and have a nice evening.
