262 comments found.
Hello,
This is a prepurchase question.
1.) Can you help me rename ‘Department’ to Branch 2.) Can I assign Agents to a particular branch? meaning that any agent assign to a branch sees tickets that goes to that branch alone. 3.) Have a top manager(s) that can see all tickets from all branches 4.) Tickets can be assigned to another agent in same branch or even across the branch (ie in another branch)
Hi,
Running Cpanel and cloudflare with my domain. What specific settings need to be done to make the piping work?
@MartinHult,
We currently support email piping setup using cPanel and Gmail. Please refer to the following documentation for detailed guidance:
https://w3bd.gitbook.io/helpdesk/settings/email-piping-on-cpanel https://w3bd.gitbook.io/helpdesk/settings/email-piping-for-gmailAt this time, piping is only supported through cPanel and Gmail integration. Thank you!
ok.. so domains through cloudflare will not work?
It depends on how the mail server is set up. Currently, email piping is only supported for domains using a mail server under cPanel or Gmail. If your domain is using Cloudflare, it can still work as long as the mail service is hosted on cPanel or Gmail and configured correctly.
the email server is on cpanel. But the name servers for the domain goes through cloudflare. Also the MX on cloudflare is set to the email server. Other emails are coming through without problems. But, trying out another ticket system and it doesn’t work. I like yours better though! =D
email piping settings page is not showing anything in the latest build. Please advise. Thanks.
Hi, Thank you for your comment.
Regarding the Email Piping settings page not showing content in the latest build — could you please follow our updated documentation for proper configuration based on your email provider?
For cPanel: https://w3bd.gitbook.io/helpdesk/settings/email-piping-on-cpanel
For Gmail: https://w3bd.gitbook.io/helpdesk/settings/email-piping-for-gmailLet us know if you face any issues during setup. We’re here to help!
Best regards, Team SoftEntra
no /api/email-handler in the installation files either…where is that?
@lisaiceland
Thank you for your message.
The `/api/email-handler` endpoint is part of the API used to process incoming email data requests. You can find its implementation and routing definition inside the following file:
`routes/api.php`
Please feel free to check there, and let us know if you need help locating or customizing the handler.
Best regards, Team SoftEntra
Please just fix this and push an update so that we can just do it from the Email piping page in settings. That’s the best tbh. Thanks.
Please just fix this and push an update so that we can just do it from the Email piping page in settings. That’s the best tbh. Thanks.
I was trrying to enable the email piping but you only have instructions form cPanel (believing that the email server is the same or same location) and instructions for Gmail. I have an external email service from NameCheap (privateemal.com) so i couldn’t finish the setup due to the lack of instructions for other platforms.
Also in the internal (logged in users) conversations between agents and users, I found that the messajes doesn’t appear until you hit refresh the same issues as with the chat. Is this normal in the internel conversation area (tickets).
@xtremelora
Thank you for your feedback.
Currently, we only provide email piping integration instructions for Gmail and cPanel-based email servers. We haven’t added official support or documentation for other external email providers like Namecheap’s PrivateEmail yet.
Regarding the ticket discussion section — yes, it’s expected behavior. That area is not designed for real-time conversation, so discussion text will only appear after a page refresh – as like you see in the live demo.
Let us know if you have any other questions or suggestions!
Hello, I just purchased this yesterday and I read the documentation however I can’t find a way to: 1. Disable couple items like: terms and privacy page (I deal with this in my main domain as my installation of heldesk is a subdomain). 2. Disable the Contact page without disabling the Contacts option for back end. 3. How to disable the Newsletter at the footer. 4. How to disable or remove the hero image at front page (I don’t want to use an image there). 5. Most important one> how to make possible for end user/VISITORS to have the option to change the language (not the back end but the front end). Is there a setting somewhere or this is something that we need to do hardcoding???
BTW: I love how light this software is, thank you for providing such amazing app.
@xtremelora, Thank you so much for your purchase and for the kind words — we truly appreciate your support and are glad to hear you’re enjoying how lightweight the software is!
Regarding your questions: 1. Disabling Terms and Privacy Pages 2. Removing the Contact Page (while keeping backend Contacts active) 3. Disabling the Newsletter section in the footer 4. Removing or hiding the hero image on the front page 5. Allowing front-end users/visitors to change the language
These features are not currently available out of the box. However, your suggestions are absolutely valid and valuable — they align well with what many users might find useful.
If you’re willing to give us a little time, we’d be happy to consider implementing these enhancements in one of our upcoming releases.
Thanks again for your thoughtful feedback and support. Please don’t hesitate to reach out if you have any further suggestions or questions!
Best regards, Muhammad Ali Robin
Thanks for the response, I understand what you said, I really value how simple this software is, is super fast loading in my server.
Now i found another issue> the chat is suppose to be realtime chat right? I can’t not see the new messages until I hit refresh or f5, the issue is that visitors doesn’t see new replies neither and they usually don’t know or they are not aware about refreshing the page constantly, is this normal or there is a bug in the code? or any setting that we need to tweak on Pusher (like the TLS option??).
@xtremelora, Thank you for reporting this. You’re absolutely right — the chat is designed to work in real-time, and users shouldn’t need to manually refresh the page to see new messages.
To help resolve the issue, please try the following steps: 1. Set the cache driver to file Open your .env file and make sure the following line is set:CACHE_DRIVER=file2. Double-check your Pusher configuration Ensure that your .env file contains the correct Pusher credentials:
BROADCAST_DRIVER=pusher PUSHER_APP_ID=your_app_id PUSHER_APP_KEY=your_app_key PUSHER_APP_SECRET=your_app_secret PUSHER_APP_CLUSTER=your_cluster
3. Save and re-test the chat After updating the .env file, clear your cache and try chatting again to see if the real-time updates are now working as expected.
If the issue persists, feel free to contact our support, and we’ll be happy to investigate further.
Thanks again for your feedback and patience!
It doesn’t work even with that code corrected, on my pusher account is working as the stats are increnting as I send messajes, so is something related to the backend, BTW i have the free plan of pusher (i dont think that has something to do with this)
Hi @xtremelora,
Thank you for the update and for confirming that your Pusher stats are incrementing — that definitely helps narrow things down.
To further isolate the issue, could you please try testing the chat functionality on our live demo site using a different browser or incognito mode? Our live environment is also running on the free plan of Pusher, and we’ve confirmed that real-time updates are functioning correctly there without a paid account.
This can help us determine if the issue is specific to your local setup or something else in the environment. If it works there, we can guide you further on aligning your setup with the live configuration.
Thanks again for your cooperation and patience. Please send us a support mail — we’ll get this sorted out!
Best regards, SoftEntra Team
On the live site is working perfectly fine
Btw my server is a Cloudways server. Just in case you have issues before with this provider
I tried the demo, and when a ticket is created, it doesn’t send an email to the customer, and when it’s replied, it doesn’t either. Does that work? What’s the difference between the regular and extended licenses?
Hi @ebravounda,
Thank you for trying out the demo. Please note that email notifications are disabled in the demo environment for security and spam prevention reasons. However, in the full version, email notifications for ticket creation and replies work as expected. In that case, you need to setup smtp configuration properly from the configuration/settings page.
Regarding the license types, you can find detailed information here: https://codecanyon.net/licenses/standard
If you have any other questions, feel free to ask!
Thank you!
I am not able to assign a user to ticket. The system should enable me to assign an organization to customers, who can create tickets. And only tickets created by those users should show (numerically) Right now I have customers, not linked to any organization and the overall ticket number is shown to any customer, which shouldn’t be the case.
I should be able to create a home organization, which is providing support to my customers.
The documentation is not sufficient to explain, if these features are already implemented or not.
@noorenvator,
Thank you for reaching out and sharing your feedback.
I understand your concern regarding user assignment and organization-based ticket visibility. Currently, the system does not enforce organization-level access restrictions by default. However, we acknowledge the need for this level of control, especially in scenarios where support is provided through a parent organization.
To clarify your points:
Assigning users to tickets: This feature should be working, and we’d be happy to help troubleshoot if it’s not functioning as expected.
Organization to customer linking: While customers can be grouped under organizations, restricting ticket visibility to users within the same organization is not yet fully implemented in the current version. You can test your demo version and compare if this are working or not.
Regarding the documentation — we appreciate your note, and we’ll work on expanding it to better reflect current features.
Thank you for your reply @SoftEntra
We are an company providing support to our clients. Each client is an organization with many users who create tickets for getting support. It would be great if a manager role is assigned for sending invoices or managing the users assigned to that particular organization. All users within a particular organization can see the tickets posted by any other user within the organization.
That way, it would be easier to manage support.
If the roles are distinguished properly, like users, customers, contacts, it would easier. It is slightly confusing now.
I love the software. It is elegant. Please do consider the above suggestions. It would meet several support niches.
SaaS version ???
@Stambol,
Currently, we don’t have a SaaS version of it available. However, we’re considering offering it in our internal WebStore in the future. Would you like to be notified once the SaaS version becomes available?
Yesss I like to be notified once the SaaS version becomes available
something new with saas 
My default language won’t change. I removed all langueages except german and set german as default in global settings. Frontpage ist still in english (not page texts but the links/buttons. Login page is in english, too. if I login, my dashboard is german, if I logout my login screen is german until U refresh page. If a new user registers, his language is english until he goes to his settings and saves german.
No response to the support request, nor to this post. Not great service.
@PHPLABOR
Sorry for the delayed response, and thank you for pointing this out.
We’d be happy to look into the issues you’re experiencing with the language settings. Could you please submit a support ticket, so we can assist you directly and track the issue more efficiently?
Looking forward to resolving this for you soon!
What about the translation? how do you manage the translations? I got another product but the translations are in the database instead of text files.
I notice that the database translartion way it makes the website way slower and it makes the custom translation a nightmare…..
@xtremelora, Thank you for your feedback!
We also follow a similar approach by storing translations in JSON files rather than in the database. If you’re experiencing any specific issues, please feel free to open a support request—we’d be happy to take a closer look and assist you further.
Hello, I would like you to set up a notification system in the ticket panel. There is a notification problem in more than 15 of our panels. In all our panels, when the customer writes a new message in the ticket, we want to be notified that a new message is written to that chat from the outside on the chat, as in platforms such as whatsapp on the relevant ticket on the tickets page. we also want to be notified when a new ticket is created. you can add sound in all notifications and you can add a field that opens when you click next to the language option and shows recent notifications.
@lionsmedya, Thank you for your suggestion! We understand the importance of a robust notification system for better communication. Enhancing notifications for new messages and ticket creation, including sound alerts and a recent notifications panel, is a great idea. While we cannot guarantee immediate implementation, we will certainly consider these features for future updates. Your feedback is valuable to us, and we appreciate your patience!
how to use custom fields option ,i have created custom fields but cant see any option to use the created custom fields in opening new tickets?
Hello, I could not install. I transferred the files in the “helpdesk” folder to the public_html file and entered the domain but it does not work. I have submitted a support request, please help.
Thank you for your comment. We have already responded to your email sent via our customer support. However, in case you haven’t received it yet, here’s our reply:
To install the application, please ensure that all files inside the helpdesk folder are uploaded directly to the public_html directory, rather than the folder itself. Once the files are correctly placed, you should be able to access the installation screen by visiting your domain.
Could you please confirm if you see the installation screen after following these steps? If you encounter any issues, feel free to reach out, and we’ll be happy to assist you further.
can customer reply to ticket using mail ? and it will be updated as reply in ticket
@wayflowtechnologies – Currently, the feature to reply to a ticket via email and have it updated as a reply in the ticket system is not available.
However, we are considering this for a future release.
Please let us know if you have any other questions or feature requests.
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love your work, wondering if anyone else here would like these two features added.
1. pay per ticket 2. subscription for support, where i can setup different levels of support and manage what support and how often they can get the support. 3. integration with payment systems such as stripe, paypal, etc.
@sraza74, Thank you for your feedback! We plan to release a separate SaaS version in the future. However, we are open to integrating additional features upon request. Let us know if you have any specific requirements. Thanks!
After updating new files, I still can’t change any Icon or User Profile image or logo
@VirtualPeople This issue might be caused by browser caching. Could you please clear your browser cache, reload the page, and check again? If the problem persists, feel free to send us a support email, and we’ll assist you further.
Where are the Images and Icons stored?
@VirtualPeople The images and icons are stored in the `public` directory of the application. Let me know if you need assistance locating or managing them!
Hi, I just bought and installed the script. Once installed I can only see blank pages. I have sent a ticket asking for support, please, I need a solution urgently. Thanks in advance.
I upgraded to the new version released today and everything is running smoothly. Thanks
I purchased the script and, after a seemingly successful installation on the latest build, I’m encountering a blank screen. Do you have any suggestions on how to resolve this issue? Additionally, it’s been two weeks since I reached out to support, and I still haven’t received a response. If this continues, I’ll need to escalate the issue and request a refund.
@jfltrjh, we have replied to all your messages received through support email. If you haven’t received them yet, please check your spam or junk folder. Also, since we recently released a new version, you can try a fresh installation. If you are still experiencing issues, please send us a support email. Thanks!
