Code

Discussion on Z Desk - Support Tickets System with Knowledge Base and FAQs

Discussion on Z Desk - Support Tickets System with Knowledge Base and FAQs

By
Cart 143 sales
Recently Updated

zaiblab supports this item

Supported

This author's response time can be up to 1 business day.

117 comments found.

Hi, at Home page showing 5 Articles limit how can we increase home page article show limit, like currently > Category > showing 5 articles in list how we can increase it 5 to 10 etc ? Thanks

Hello Aleez,

This limit can be easily changed in the code (in the related function).

Have a great day.

Regards, Zaib Lab

Pre Sale Question:

Can you add external chat module? Where people can add different chat plugins as per there needs?

Hello shafzy,

The chatting module is limited to the script (for the registered users) where it’s installed.

For external use, sorry, there is no plan to add.

Have a great day.

Regards, Zaib Lab

is support rtl ?

Hello Hatem Bardan,

No, unfortunately, it’s not RTL yet.

Have a great day.

Regards, Zaib Lab

Do you have live chat and chatbot also in this for website visitor?

Hello affraz,

I hope you are doing well.

The chatbot isn’t available. You can test the live chatting feature (for registered users that’s available within the script) in the live preview that’s provided in the item description to make sure that it’s fulfilling your needs or not.

Have a great day ;-)

Regards, Zaib Lab

Hi ,

After-sales question , I would like to know :

1) if the agent responds to a support ticket is the response sent automatically by email to the customer? And if the customer responds by email, the response is automatically visible to agents on the dashboard?

2) How to avoid ticket collision between agents? For example 10 agents are in the Sales department, then a ticket is received the money John clicks to answer, at the same time agent Tom also clicks to answer, not knowing that his colleague John is already on the ticket to answer the customer!

3) Is it possible to write articles in several languages like Zendesk, Freshdesk etc… ?

4) Try to see the features of os-Ticket and Zendesk if you can add this to your product that would be good

Hi ,

Here the features I’m taking about:

1) Create an internal to-do list for agents.

Tasks can be associated with tickets or they can stand alone in the help desk. When tasks are ticket-related, this prevents the tickets from being closed until all tasks within the ticket are complete. Add collaborators to include external users to the task items while keeping them separate from the ticket thread and contents.

2) SLA Plans allow you to track tickets and due dates without the hassle!

Get overdue alerts and notices on missed due dates, and priority escalation. Create an unlimited number of SLA Plans and assign them to help topics, departments or ticket filters.

3) Thread action Agents now have the ability to create a Ticket or Task from a Ticket’s thread entry or from a Task’s thread entry.

Need to create a separate ticket or task from a user’s message to separate or expand on that item? No problem! Now with thread action, agents can simply create a new ticket or task with the message and keep it in the original ticket thread. Thread actions are noted in the original ticket thread with reference to both the new item as well as the thread item it was pulled from.

4) Assign, Transfer and Referral Transfer tickets between departments to make sure it’s being handled by the correct agents, or assign tickets to a particular agent or team of agents.

Refer a ticket to maintain view-only access to tickets when transferred or assigned to a department/agent. Tickets can be auto-assigned by help topics or departments when they arrive, but what if they need to be reassigned? No problem! You can reassign tickets to agents or a team of agents or transfer to a different department all together. Transfer, Assignment, and Referral notes are logged in the ticket thread to keep track of what’s happened in the ticket.

5) Agent Collision Avoidance ; Ticket locking mechanism to allow staff to lock tickets during response to avoid conflicting or dual responses.

Avoid multiple agents responding to the same ticket at the same time! You set the amount of time the lock remains on a ticket. When a ticket is locked, other staff can not respond to the ticket until the lock expires.

6) Ticket trigger: Define rules to route incoming tickets to the right department, agents, as well as trigger actions.

By using the filter system, osTicket empowers you to automate the creation and routing of tickets. Set actions such as ticket rejection, department/agent assignment or even send an automated canned response. Rule criteria of filter can include any custom field added to the forms as well as user data.

7) Thank You Detector : Prevent reopening of tickets when customers respond with a thank you

8 ) Intelligent ticket assignment Assign tickets to agents based on their current workload, skill or using the round robin method.

9) Email to Kbase : Let agents convert their ticket replies into knowledge base articles, as they reply.

10) Customer satisfaction ratings Gauge how customers feel about your support using customer satisfaction reports.

Hello aimranmhd,

Thanks for sharing these helpful suggestions.

Once I am able to add the currently suggested features, will definitely look at these again to add some features from them in a way that’s suitable for all of the buyers.

Have a great day ;-)

Regards, Zaib Lab

Hi ,

Okay thanks again! Please don’t forget: Piping Email ! :-)

Can you add Push Notifications on ticket notifications

Hello Ajit006,

I hope you are doing well.

Currently, there are no plans for it as there are many suggestions in the row but, I may think about it in the future.

Have a great day in India ;-)

Regards, Zaib Lab

Hi, I want to insert a path into an article, for example:
C:\Program Files\Softgatway
but the editor removes the backslash when save and it appears like this: C: Program FilesSoftgatway
I also tried with HTML code: & #92; or \ but the same. Is there any trick to do it? Thanks

Hello softgateway,

I hope you are doing well and your weekend is going fine.

Thanks for reporting this issue. I have reviewed it on my side.

Sorry for this issue that you faced, it’s removed by the framework for security reasons (e.g. to add an extra layer of security to prevent XSS attacks).

I would love to help with this, kindly contact me at the support email, and I’ll send you the changes.

Have a great day in Australia ;-)

Regards, Zaib Lab

hi sir ;

do you think to add google adsense ?

Hello intellizetm,

Thanks for reaching out.

Sorry, currently no plans for it.

Have a great day ;-)

Regards, Zaib Lab

Hello sir, can send file in room chat? This not have a dark mode?

Hello seirrasierra41,

I hope you are doing well. Thanks for showing your interest.

1. It’s because the “Agents” can only see the tickets in the list that are assigned to them. The “Super Admin” can access all.

2. No currently the file attachment support isn’t added for the chat.

3. No there is no dark mode.

If you have any other questions, you can feel free to ask.

Have a great day ;-)

Regards, Zaib Lab

First question deleted i solved login with superadmin in demo. Thank you for the time answer.

You are welcome.

Good update

Thank you ;-)

Am still following the threads here on public chat. Kindly tell us if you can implement the multiple documents attachment in ticket creation or reply.

Sometime I may want to attach more than one document.

Hello liosoftcomputers,

I hope you are doing well.

Have you purchased the script?

A new update is released and in it, the multiple attachments support is added for tickets and replies.

Have a great day in Kenya ;-)

Regards, Zaib Lab

Hi. Great script! I got really fond of it. Just couple of questions before I buy if possible.

Can this be made for internal use only? So the landing page is log in page, and if you dont have credentials you cannot access it?

Hello ronaldocakarev,

Thanks for showing your interest.

Sorry by default, it’s not possible and it required customizations in the code to make it compatible with your needs.

If you have any more questions, don’t hesitate to contact me again ;-)

Have a great day in the United Kingdom.

Regards, Zaib Lab

any black friday deals for this item?

Hello ExpertCodeBR,

No, I wasn’t submitted any of the items in this deal.

Have a great day ;-)

Regards, Zaib Lab

I installed it, however when accessing http://localhost/site/login, it shows me: Not Found, The requested URL was not found on this server.

Hello Joseduran,

This seems that you have missed uploading the ”.htacces” file if your apache module is enabled.

Regards, Zaib Lab

Solved, thank you.

I want to buy So want to know like. Is it also having live chat feature

Hello hotteevivs,

Thanks for showing your interest.

There is a live chatting feature but, you must read the item description and take a test drive of the live preview to make sure that it’s matching your needs or not.

P.S. It’s not available for any other domains as a chat plugin. It can be only used directly where the script is installed.

Let me know if you have any other questions about this.

Have a great day in India ;-)

Regards, Zaib Lab

Are you planning to make visual editor for customer side? Or ability to view attached document online, not only for downloading?

Hello,

on customer, client side it is possible only to write simple content on ticket, without for example TinyMCE WYSIWYG editor. Other example it would be much easier to write problem with text, than attach image under problem, than text again or bold some lines or use html code.

Oh and one more thing. Is it hard to make one extra row on admin side where tickets. To make “All tickets” and show count how much open, closed or processing. ? And maybe filter by ticket owners/users. Whats some ideas for future that actually really needs sometime:)

Hello,

1. Do you mean that there should be an editor while writing or adding the replies for the customer side?

2. There is already a filter for browsing the customer’s tickets and chats.

Sorry if I failed to understand your replies. I guess you translated these but, the translator isn’t properly translated them. If you want to discuss more these, please contact through the support email, not in the comments section. Thank you!

Have a great day in Lithuania ;-)

Regards, Zaib Lab

I like this script. I would wish to know: 1. Apart from email notifications, can we have other ways of notifications such as browser notifications (OneSignal) or SMS with custom gateways. (Some users are lazy in checking their email addresses or some emails may find their way to spam.) 2. Can we predefine ticket number, for example TPJ#XXXXX

Hello liosoftcomputers,

I hope you are doing well.

Thanks for showing your interest.

1. No, there is no “Push Notifications” feature available. The notifications are limited to “Email and Website”.

2. The tickets ID is auto-incremented and if you want to prefix something before the ticket number/ID (e.g. TJP #), some customization is required in the code.

If you have any other questions, you are most welcome to ask.

Have a great day in Kenya ;-)

Regards, Zaib Lab

Hello, how to save changes to CSS? There is style.css?v=.... and nothing changes. Is it possible to disable it? 

Hello laurascargogo,

I hope you are doing well.

It’s because of the browser cache. Please clear your browser cache or press Shift + F5 on your keyboard to reload the site.

The browser cache the CSS, JS, etc files whether ”?v=” is added or not so, it’s not because of ”?v=”.

If you want to know more about this, reach through the support email with your PURCHASE CODE.

Have a great day in Lithuania ;-)

Regards, Zaib Lab

Pre-sale questions !

1. Can I charge my clients using the regular license?

2. How will my clients integrate this product into their respective website ?

3. Will my clients and their users always have to login to my website whenever they want to chat? Or is there a way my client will add the product directly to his website backend and chats with his users on his website backend.

Please help with more clarification?

Hello inyangjoseph444,

I hope you are doing well.

1. There is no feature available to charge clients.

2. The functionalities are limited to the script it’s installed.

3. The chatting feature is currently for registered clients. The chatting widget is limited to the script (where it’s installed).

If you have any other questions, please don’t hesitate.

Have a great day in Nigeria ;-)

Regards, Zaib Lab

Pre-purchase: Is there a way to either turn registration off? Or, to make the registration paid?

I’d like to make an online consulting board that is available by membership. I can use a 3rd party membership sign up/payment processor if I can turn off the registration and make it only require one to log in.

Hello,

The registration can be turned off in the admin panel settings but, the paid registration/membership feature isn’t available.

Regards, Zaib Lab

by
by
by
by
by
by

Tell us what you think!

We'd like to ask you a few questions to help improve CodeCanyon.

Sure, take me to the survey