262 comments found.
Hello, where can i delete a license, so i can move it to another domain, for testing?
@w4ll4ce, please send us a support mail including your licensed domain for that, we will be happy to help you in that case. Thanks!
Thx, mail send.
Do you have time entry function in ticket?
@surajpkr, do you mean tracking time for a particular ticket or something similar?
Hello, We are in the process of purchasing your product but have a few questions: 1) Majority of the feautures you ahve mentioned in the product description, i dont see them in the demo. For example, reports, Response time analytics from agency and optimization insights, Customer satisfaction scores and feedback analysis, Custom report builder with export capabilities.
We need a tool that will also tell us how quickly are agents are closing and completing tickets, their response time, their success rate etc.
@netadmin5, thank you for your comment and for showing interest in our product. Most of the features mentioned in the description are already implemented, while a few are currently under development.
Regarding your specific requests — our system already includes response time tracking, which shows the minimum and maximum response durations. Additional analytics such as detailed agent performance metrics, success rates, and custom report builders are planned for upcoming updates insha’Allah.
Thanks Again!
I would like to purchase this script, however I have a few inquiries before making a final decision.
First, as a client, I opened a new support ticket and attached a PDF document. When I accessed the ticket as a manager, I wasn’t able to locate or view the attached PDF file anywhere.
Second, could you clarify the functional differences between the “Manager” role and the “Agent” role within the platform?
Additionally, do you have plans to release a SaaS version of this solution in the future?
Thank you in advance.
@Stambol
First: As a client, I opened a new support ticket and attached a PDF document. However, when I accessed the same ticket as a manager, I couldn’t find or view the attached PDF anywhere.
→ Thank you for bringing this to our attention. We’ll review the issue, and if we determine it requires a fix, we’ll include it in the next release.
Second: Could you please clarify the functional differences between the “Manager” and “Agent” roles within the platform?
→ The “Manager” role has higher-level system permissions compared to the “Agent” role. However, in terms of ticket-related capabilities, both roles have the same level of access.
Lastly: Do you have any plans to release a SaaS version of this solution in the future?
→ Currently, we don’t have plans for a SaaS version. However, if we receive more user requests for it, we’ll consider developing one in the future.
Thanks!
EMail piping not working, when you try to save the email credentials for incoming, it says page not found
@walexbizceo2, please follow the instructions below to set up email piping.
This is the recommended and most secure method, and it doesn’t require saving your IMAP credentials.
Email Piping for a Custom Domain (cPanel) https://w3bd.gitbook.io/helpdesk/settings/email-piping-on-cpanel Email Piping for Gmail https://w3bd.gitbook.io/helpdesk/settings/email-piping-for-gmailThanks!
Is there a SaaS version
@Prestigeameer, we currently don’t have a SaaS version available, but it may be included in future releases. Thanks!
Hello, Pre sales query : You are providing the API collection which i can add in mobile app ? OR i need to create a API myself? Thanks.
@divyeshvora2007, thank you for your comment. Currently, we don’t have API collection support. We are planning to make a separate Mobile app in future including the API support. Thanks!
Thanks for the reply. In your description and change log you mentioned “RESTful API – Complete API for third-party integrations” so i thought API is already developed.
Hi, I have set up the tool on my local environment using the purchase code, which I received after buying the script. Everything is set up on the local environment, and when we try to clone the code using GIT, the live website isn’t working. It is asking for the purchase code again, which we’ve already used on the local website. However, it doesn’t accept the purchase code on the live website.
The purchase code isn’t working and is giving me an error. When I try to create a user on the live website, it redirects me back to this link: https://support.webdesign-studenten.nl/license/activate.
My local environment where everything is setup and after the registration it redirects me to the dashboard, but on live and staging website they are not working the way it should work just like the local. But on the live webstie i am just stuck at the point where they are showing License activation failed tab, and not let me do and register the user to redirect to the helpdesk dashboard.
I hope I have explained my problem clearly and that you understand my issue.
can you please guide me what can be the next step, how can the tool will be working on my live, test website associated with live and on my local. one more thing can i do some customization like i want to add or remove some of the features from the current script?
@giannikensenhuis, thank you for your comment and for reaching out via support. We’ve just replied to your message through the support email. Thanks!
Hi, i did not get any response please let me know where i can see your reply, i am trying to get the solution for this problem.
@giannikensenhuis, we’ve already replied to your previous email through our support system. Please check your inbox (and spam/junk folder) for our response sent to giannikensenhuis@gmail.com.
Thanks!
The translation process is not working. I generate new words, but they are not being saved, and the changes are not being reflected in the .json file either.
When I try to configure the HelpDesk Email Piping, the /api/email-handler endpoint cannot be found. The route returns a 404 error.
@softentra ???
@tecnologias6, we’ve released a new version — the email piping feature should now work properly.
Please note that translations may not apply to all words if those words haven’t been added to the available translation list.
If you find any missing terms, kindly let us know through a support message, and we’ll include them for translation.
Thanks!
Nice Job Team SoftEntra!. Wow! You guys are doing amazing on this application I most say. Even though I don’t know how to update mine to this latest version , But I will still rate you guys 5 star just looking at your demo. I see a lots of updates including AI been added.
Also pls look at the Language settings, we should be able to rename the word ‘Ticket’ for example to ‘Support’ and it actually rename it across the software including the ‘Ticket’ found in dashboard and not the Ticket on the front page (Home page) alone.
Hello, Pls I need urgent support. Could you pls check your email?
Also since I updated to this latest version lots of features are not working – Custom field, deleting records, etc
Hello!
Pls help with the above it’s urgent sir. Thank you
@firistan, we’ll be release a new version soon insha’Allah regarding your mention things in email.
Good day!, I am aware that my support has expired. I haven’t actually deployed this script since I bought it, but I am quite impressed with the UI now, and I want to try the AI integration you have. The problem is that I experience a blank screen during installation right from the very start. I have checked all the requirements, and I am sure it is compliant. Can you please have a look at your installer thank you
@techpreneur76,
Thank you for reaching out. I’ll be happy to assist you with the installation.
Please send me a support email with your server credentials.
If this suits now my current need i am very much willing to renerw my support
Hello, I have sent you the credentials. Thank you, and I’m looking forward to experiencing the updated script.
I got it installed already, but same with @tecnologias6, email piping is not working and returns 404 when submitted.
@techpreneur76, we’ve released a new version — the email piping feature should now work properly. Thanks!
The application is still failing with Page Not Found (404) when submitting the mail piping settings I checked it and if Im not mistaken the form submits a POST request, but the defined route is only listening for a PUT request. Trying to solve it still, my support is expired.
@techpreneur76, kindly send us a support email with details of the exact issue you’re experiencing.
My support is expired, Im just letting you know. Creating user and saving Imap settings will send you Page Not Found! The page you are looking for has not been found on our server. Back to Home We are trying to find out if we can fix it ourselves
I am just eager to test these new updates
@techpreneur76, we’ll work on making the email piping feature more polished in the next release, insha’Allah.
I’m trying to do a fresh installation and am getting the following error on my subdomain:
Forbidden You don’t have permission to access this resource.
The .htaccess file is in public and .env in the root folder. Any idea what’s wrong? Regards
@w4ll4ce,
Please reach out to us via support email—we’ll be happy to look into the issue and get it resolved for you.
Thanks!
okay so customer will fill ’ Create a ticket Box ’ and a ticket will create on admin dashboard and ( customer will get an email for his password or something from helpdesk system ) right ? then here customer has two options
1: reply directly to this email 2: login portal and reply from its id password
right ?
further is there any way, as customer fill create a ticket box, instantly ( we check our created article or using AI , system replied , and if no answer related to his query , it will forward to some agent !!
????
further is there any way i can install widget on my existing website, instead of uploading script to new domain ?
Hi @abiavvan85,
Currently, we don’t have the features you mentioned available. However, we may include the widget option in future releases.
Thanks for your feedback!
Concept is good. But I found that the ticket raise form is not same for all at all user roles. As its the heart of the system, This must be fully functional and bug free. But customer ticket geenration form has nothing in it. It should have fields like Category, sub category, Priority etc. Also there is no options for admin to assign multiple staffs to a single ticket. currently only one person can be assigned , which is not practical.
@millan444, thank you for your feedback. It seems you may not have fully reviewed the system, as the customer ticket form already includes Category/Sub-Category fields. To access them, a department needs to be selected first.
We will be adding Priority in the next release. At present, tickets can only be assigned to a single user. We may extend this to multiple users in the future if there are sufficient customer requests. Since requirements often vary from one customer to another, we try to balance features based on real use cases.
We’re always open to receiving practical improvement ideas. Please feel free to share your specific requests here, and we’ll consider them for upcoming releases.
I want to manage multiple my project/Product at same place for Knowledge base and support ticket, Is that possible?
@affraz, a single HelpDesk license cannot be used across multiple domains or subdomains.
What you can do instead is install HelpDesk on either your main domain or a subdomain, and then use the same ticket submission system for all your projects/products.
In that setup, you can create separate categories, subcategories, and departments to manage tickets for each project/product effectively.
Thanks!
Hi. How do you enable the Priority dropdown in the Ticket? so a customer can choose their priority levels
@dzignerz, thank you for pointing that out. The priority dropdown will be available for customer ticket submissions from the front site hopefully in the next release insha’Allah.
Hello. There’s something I’m not getting right here. My manager can’t see all tickets. Is this a kind error from my user role settings or it’s how you designed this system?
If a manager can’t read all tickets then why is he a manager. Admin can’t be available all the time. Pls help check if this error is from my side.
Thank you
Hi @firistan, we’re sorry for any confusion caused.
The issue you’re experiencing is most likely due to the role configuration. While you may have created a role named “Manager,” the specific permissions for that role also need to be configured.
To resolve this, please go to the User Role Management section under Global Settings. There, you can click on the “Manager” role and review the list of available permissions. Make sure to enable the necessary options (such as viewing all tickets) that you want managers to have access to.
If you’re still having trouble after reviewing the settings, feel free to send us a support request with temporary access credentials. We’ll be happy to take a look and help you sort it out.
Hi,, Thanks for your response. I have also given all access admin has to manager, yet Staff with manager role can’t open tickets from the dashboard , etc. I have also gone through your demo right now, I notice it’s same thing with manager role. There’s 17 open ticket shown on manager dashboard, but when you click on this 17 tickets, you see nothing. But difference here is that manager on your demo can open new ticket from the dashboard count. Kindly look into this sir. Manager role is very important as he will be responsible to assign tickets to other staff in my absent( the admin), monitor open tickets, close tickets , new tickets from his dashboard. I will drop my admin login to you. pls check your email
Hello!
Any update to the above? I sent you my login
@firistan, thank you for following up. I’ve reviewed the details you mentioned and confirmed the issue. We’ll be including the required changes in the next release insha’Allah. Could you please check back in about a week once the update is published?
Thanks!
Great! Thanks for your response. I will keep checking. Also look out the possibility of adding a dropdown form field at the custom field setting.
Thank you once again. I will be waiting
Hello!
Any update on this?
@firistan We haven’t released it yet — it may take a few more days. Thanks!
hello. any update now?
Hello Sir
Hi,
Any Hope on this?
@firistan, insha’Allah we’re planning a new release by tomorrow. It will include the manager role restriction you mentioned above.
Thanks!
oh great! Thank you so much. Will be here waiting
Also see the custom field section, it has no radio button or drop down sir. At least one or both will be a wonderful feature to see
Hi,
Thanks for providing an update – v4.1.3 – 21 Aug 2025
I have replace all the files mentioned on public/build/assets/ and also removed the one mentioned, but I noticed no difference when logged in.
Is there anything else I need to do?
My sytem version number is now showing 4.1.3
@firistan, since you replaced all files except the `.env` file, you can update the version number directly in the `.env` file. If you’re still experiencing issues with the manager role, you can reset the roles by running the RoleSeeder at:
https://yourwebsite/db/seed/RoleSeederIf the problem persists, please reach out via support email. Thanks!
Hello,
I have tried all I could yet I see no difference. I have also sent you message since the pass two days, pls check Sir. I also include a request for custom job.
thank you
@firistan, Please check the demo first—if the demo works fine, it should also work properly on your side. If you’re still facing any issues, kindly send us a support email along with your server credentials so we can check it from our side. We’ll be happy to assist you further. Thanks!
Hi,
I have sent support email titled “Support Request”. Please check. I will be online waiting. Thank you
Hello. Urgent question. Could you pls explain How you add Sub-categories?
It’s very confusing.
@firistan,
Thanks for reaching out! To add sub-categories, please follow the tutorial linked below:
https://w3bd.gitbook.io/helpdesk/settings/how-to-create-sub-categoryIf you still find anything unclear, feel free to let us know — we’ll be happy to assist further.
Thanks!
hello i bought and cant get support ? how get support because instaltion page not work yet i uploaded all files in domain publichtml and its show files but install not work
@HatemBadran,
It seems the .htaccess or .env file might be missing from the root directory.
If you extracted the ZIP file on a Mac before uploading, those files may have been hidden, as macOS typically hides dot-prefixed files by default.
To avoid this issue, we recommend uploading the ZIP file directly to your hosting server and extracting it there. Once extracted, simply move the contents to the public_html folder.
Thanks!
I have a few questions regarding its email-to-ticket and SLA functionalities: 1. Regarding the Email to Ticket feature: • If a customer sends an email to the system and CCs another user, and that CC’d user replies to the email, will the response be linked to the same ticket or will it generate a new ticket with a different ID? • When an agent replies to the ticket, will the reply be sent to all email addresses included in the original CC? 2. When an agent replies to a ticket, does the reply get sent to all CC’d recipients as well? 3. When the customer receives a reply from the agent, do they receive the actual message written by the agent, or just a link directing them to the application? 4. For the SLA feature, does it display timestamps (e.g., exact date and time) or durations (e.g., “2 hours ago”)?
I’d appreciate your clarification on the above before proceeding with the purchase. Looking forward to your response.
