Ticketing System

[Kylesw555]

I've seen on many other forums (non-proboards) that they offer a ticketing system for their Help & Support where members will submit a request for help and/ or support and they are in return given a ticket number, I'm guessing that Staff then have a page in their Staff Area to view the current tickets and then deal with them accordingly in number order.

I feel this could be very beneficial but will I need to have it coded or could it be implemented in V5 or perhaps it is already?

Kyle

[Martyn Dale]

The private board functionality would cater to this.

In a private board, you can only see threads started by yourself unless you are staff. The staff see all threads and they can then reply to people as they normally would.

If you wanted it to look more like a ticketing system, you could just edit the template to have threads list as "tickets" with the thread id showing (as this is an available variable) and have the new thread page rearranged to look like a new ticket page

[Kylesw555]

That sounds great, thanks .

[andygregory]

Yeah!

Integration of a helpdesk/ticket support system is not a bad choice. Common ticket support system can not only submit requests,yield ticket number and reply to it but also provide a ticket tracking function.

This way things looked, you can install a FREE support ticket software to integrate at your site/template to meet your needs. iKode Helpdesk , Hesk, H2desk all provide a simple FREE Version.

[Vu1canF0rce]

Jun 11, 2012 8:44:11 GMT -8 Martyn Dale said:

The private board functionality would cater to this.

In a private board, you can only see threads started by yourself unless you are staff. The staff see all threads and they can then reply to people as they normally would.

If you wanted it to look more like a ticketing system, you could just edit the template to have threads list as "tickets" with the thread id showing (as this is an available variable) and have the new thread page rearranged to look like a new ticket page

Martyn,

Is this functionality for a private board V5-oriented or V4.5 as well? I've tried password protected boards, hidden boards, and "registered members only" settings, and even member-group only categories and still my test 1 and test 2 accounts can see each others posts.

Can you provide some specifics for the private board so one can create a help desk scenario? I've been with PB since the early days and can't say I remember how to do this. It may be one of those "duh" moments but worth asking how.

~Andrew

[Rick Ace]

Although, I don't know if Proboards would be suited for a business-style ticket system?

Not to be a spoil sport... But Global Login and No E-mail Visible, makes it very unlikely for a business or service environment.

Would you run a ticket system on Facebook?

[Vu1canF0rce]

Aug 3, 2012 7:51:05 GMT -8 Rick Ace said:

Although, I don't know if Proboards would be suited for a business-style ticket system?

Not to be a spoil sport... But Global Login and No E-mail Visible, makes it very unlikely for a business or service environment.

Would you run a ticket system on Facebook?

I actually work for a company and use an enterprise help-desk software suite. It does the job because that's what it was designed for. ProBoards can be very much adaptable...RPG forum, a standard everyday forum, and even a low-level help desk system.

[Rick Ace]

Aug 3, 2012 7:55:28 GMT -8 Vu1canF0rce said:

low-level help desk system.

Doubt it would follow acceptable standards.

[Ryan Roos]

Aug 3, 2012 7:51:05 GMT -8 Rick Ace said:

Although, I don't know if Proboards would be suited for a business-style ticket system?

Not to be a spoil sport... But Global Login and No E-mail Visible, makes it very unlikely for a business or service environment.

Would you run a ticket system on Facebook?

Aug 3, 2012 7:56:37 GMT -8 Rick Ace said:

Doubt it would follow acceptable standards.

Your continued negativity across threads is not appreciated. I'm sorry that you are so upset over losing access to a members private information. But please do not let that bleed across multiple topics. Especially when that wasn't brought up in this topic. I'm asking you nicely to stop now before this becomes a real issue.

Aug 3, 2012 5:26:37 GMT -8 Vu1canF0rce said:

Martyn,

Is this functionality for a private board V5-oriented or V4.5 as well? I've tried password protected boards, hidden boards, and "registered members only" settings, and even member-group only categories and still my test 1 and test 2 accounts can see each others posts.

Can you provide some specifics for the private board so one can create a help desk scenario? I've been with PB since the early days and can't say I remember how to do this. It may be one of those "duh" moments but worth asking how.

~Andrew

Hi Andrew,

You cant create a Private board in v4. You will have to wait until v5.

Using private boards in v5 you could make a really neat ticket system. For example, you would create a private board, add a name, description, set all you permissions. You can set a specific group to be the support staff for that board. Members who access the board will only see their own tickets and nobody elses. You could then set up thread labels to identify types of tickets; unresolved, resolved, urgent, etc. Your support group can see all threads (tickets) by all members. They can use the thread labels to prioritize if they need to. They can also help the oldest unresolved to the newest like we do here on support. There's multiple ways to create a ticket identifier, I would personally use the thread ID as the unique ticket identifier, but you could use other methods. Have the staff that assist your clients, place the ticket ID in their first post as part of a standard blurb. Then you could use the new search to find tickets. Or even easier just enter it in the URL and bring up the ticket. Or you could modify the forum template to have some sort of auto incrementing ticket system. Or any of a dozen other ideas. Basically the moral of the story is you have unlimited options. But the base features we provide would get you really close without modification.

[Vu1canF0rce]

Aug 3, 2012 8:51:28 GMT -8 Ryan Roos said:

Aug 3, 2012 7:51:05 GMT -8 Rick Ace said:

Although, I don't know if Proboards would be suited for a business-style ticket system?

Not to be a spoil sport... But Global Login and No E-mail Visible, makes it very unlikely for a business or service environment.

Would you run a ticket system on Facebook?

Your continued negativity across threads is not appreciated. I'm sorry that you are so upset over losing access to a members private information. But please do not let that bleed across multiple topics. Especially when that wasn't brought up in this topic. I'm asking you nicely to stop now before this becomes a real issue.

Aug 3, 2012 5:26:37 GMT -8 Vu1canF0rce said:

Martyn,

Is this functionality for a private board V5-oriented or V4.5 as well? I've tried password protected boards, hidden boards, and "registered members only" settings, and even member-group only categories and still my test 1 and test 2 accounts can see each others posts.

Can you provide some specifics for the private board so one can create a help desk scenario? I've been with PB since the early days and can't say I remember how to do this. It may be one of those "duh" moments but worth asking how.

~Andrew

Hi Andrew,

You cant create a Private board in v4. You will have to wait until v5.

Using private boards in v5 you could make a really neat ticket system. For example, you would create a private board, add a name, description, set all you permissions. You can set a specific group to be the support staff for that board. Members who access the board will only see their own tickets and nobody elses. You could then set up thread labels to identify types of tickets; unresolved, resolved, urgent, etc. Your support group can see all threads (tickets) by all members. They can use the thread labels to prioritize if they need to. They can also help the oldest unresolved to the newest like we do here on support. There's multiple ways to create a ticket identifier, I would personally use the thread ID as the unique ticket identifier, but you could use other methods. Have the staff that assist your clients, place the ticket ID in their first post as part of a standard blurb. Then you could use the new search to find tickets. Or even easier just enter it in the URL and bring up the ticket. Or you could modify the forum template to have some sort of auto incrementing ticket system. Or any of a dozen other ideas. Basically the moral of the story is you have unlimited options. But the base features we provide would get you really close without modification.

Thank you sir. I appreciate that reply very much!

Have a blessed day!

Andrew