Support Forums - All Posts - XOOPS Web Application System

61

HelpDesk with Customer access interface

2007/3/8 12:41
paulizaz
Not too shy to talk
Posts: 120
Since: 2007/1/18

Current HelpDesks are built/designed for internal use only.

Request: HelpDesk with unique user interface for customer to log in to view their own tickets, update them, close them if no longer an issue, Add comments. Therefore Helpdesk and Client share responsibility of ticket list = partnership).

In todays online business world transparency in the supply chain is vital for improving overal efficiencies ( reduce costs, reduce time required, increase speed, reduce lead times, reduce repetitive communications) and gaining that vital competitive advantage.

62

Customer connecting HelpDesk (xhelp... etc)

2007/3/8 12:26
paulizaz
Not too shy to talk
Posts: 120
Since: 2007/1/18

I am planning on using a module like xhelp helpdesk for internal employees to log help desk tickets.

Is there any way to have custoemrs view/manage/update tickets (other than creating a normal user named customer).

I am looking for different ways.

E.g.
Any specific functionality in the HelpDesk module for use by custoemrs?

Any seperate modules that are specific for customers that connect to xhelp and all the xHelp tickets (just different user interface)?

Any suggestions to allow ticket transparency between Helpdesk and Customer to improve effeciencies?

Please help.

63

Re: Updatable User Page (specific to each user)

2007/2/27 16:33
paulizaz
Not too shy to talk
Posts: 120
Since: 2007/1/18

Good call..... but im not sure.

A user would have to create the initial form.
(unless you can publish templates for all to use?)

Can other users make changes & additions or just make comments in a text box at the bottom?

Ideally management would publish say... a self appraisal form to all users. Users will complete thir own form.
Management can go on to add thier own comments in specific fields, sign off completeion

Or management would publish say..... Request stationy form for all users. When a user needs stationary fills in the form. Management can then add replies, comments and sign off results.

Perhaps a module out there that can be used BUT
Hopefully these two examples explain the flexibility that could be provided.

Cheers

64

Updatable User Page (specific to each user)

2007/2/27 10:17
paulizaz
Not too shy to talk
Posts: 120
Since: 2007/1/18

An updatable document of a singular format.
(E.G. Design a single document, post it online many times for all users).

That is then accessed by each user whilst logged on. If the user makes changes to thier document it is specific to them and other users cannot see the changes as their document is not effected.
However through permissions management can possibly access an employees form and make changes/updates/feedback.

I doubt any existing modules accomodate this functionality?

Would be a very effective, highly versatile module for many many businesses to use in a whole variety of ways.

65

Xhelp - Counting Tickets

2007/2/26 14:52
paulizaz
Not too shy to talk
Posts: 120
Since: 2007/1/18

Specific for the Xhelp module or perhaps generic for all XOOPS modules how can i display a totals field that calculates the total no. of rows in a table?

For Reporting, and summerising it would be very important to know how many tickets are in certain areas of the system.

For example can you display at the bottom of each table of help desk tickets, how many tickets there are relating to that table?

On 'Main' page, can you display the total number of 'Open Tickets assigned to me' as a number (e.g. 10)?

If you search "all", can u display a total number of tickets, so you dont have to count every one?

If you search for a description and 4 results are returned, can you display the total retunred as a number (e.g. 4)?

Any Suggestions?

66

Re: Module Development Module

2007/2/20 12:18
paulizaz
Not too shy to talk
Posts: 120
Since: 2007/1/18

I typed 'Module Development Module' into search = no results

I didnt know the Generator Module was new.
And its on the 3rd page of that anyway.

Wouldn't want to bee seen as a lazy leech.

Thanks very much for your help anyway

67

Module Development Module

2007/2/20 11:30
paulizaz
Not too shy to talk
Posts: 120
Since: 2007/1/18

I have heard little Xooponian rumours whispering through the HTML Winds of XOOPSVILLE that there is a 'Module Development' Module.

Any one know where the 'Module Development' Module is ?

68

Re: Holiday Request Module

2007/2/20 11:02
paulizaz
Not too shy to talk
Posts: 120
Since: 2007/1/18

Do you know of a ticketing system which might best fit this purpose or one thats more customizable?

I already use Xhelp as a help desk ticketing system.
I assume I could not run the module twice somehow, slightly configuring the second as a holiday request form?

69

Re: Updateable Staff Training list (with signiture sign off)

2007/2/20 10:57
paulizaz
Not too shy to talk
Posts: 120
Since: 2007/1/18

Thanks for the help,

I think a calendar module would be the wrong format.
I want to try to keep it to a professional form, therefore the date can just be a readble string, a text box, - doesnt really matter.

Most important things is updatable on two levels. Owner/user and manager.

Thanks

70

Updateable Staff Training list (with signiture sign off)

2007/2/20 9:44
paulizaz
Not too shy to talk
Posts: 120
Since: 2007/1/18

I would like a module to maintain 'Staff Training Forms'.

Form will display an editable/updateable list of planned training for each user.
Form list will include a tick box, updated on completion of particular training by trainee.
Form list will include updatable option 'who gave the training' (trainer).
Form list will allow trainer to sign off the training (agree they gave the training and training was completed).

Any updateable form modules that fit this purpose?

Please help.

Stats
Goal:	$100.00
Due Date:	Jul 31
Gross Amount:	$0.00
Net Balance:	$0.00
Left to go:	$100.00

Forum Index

HelpDesk with Customer access interface

Customer connecting HelpDesk (xhelp... etc)

Re: Updatable User Page (specific to each user)

Updatable User Page (specific to each user)

Xhelp - Counting Tickets

Re: Module Development Module

Module Development Module

Re: Holiday Request Module

Re: Updateable Staff Training list (with signiture sign off)

Updateable Staff Training list (with signiture sign off)

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