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Help Desk Integration

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Help Desk Integration
Hey guys,

Its a bit early to be telling you this possibly but what the heck :)

I'm in the process of writing a help desk slash customer support script. This script will be released generally to the public but I will be offering a slightly modified version that integrates with Links SQL and authenticates users from the Links SQL users table.

If you are unsure what I mean, the best example is www.perldesk.com

It will be very similar to that (but better hehe).

I still have a way to go before I can release a beta but we aren't talking ages.

Basically the script allows your users/customers to login to their own members area and submit support tickets. Admin/staff can then reply to the tickets in their own admin area. So its just like an online support system.

I'll post again nearer release.

Feel free to ask qn's.

Thanks.
 
Re: [RedRum] Help Desk Integration In reply to
Wow, if you can integrate something that is as good or better than PerlDesk, that will be quite a system. PerlDesk is really the system to beat of all that I have tried.

Have you come up with a name for it?

Thanks!

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Re: [DogTags] Help Desk Integration In reply to
Well due to my outstanding imagination I thought "HelpDesk" lol

If anyone can think of a good name with an available domain name to match I'd be happy to consider it. I'd buy the domain obviously :)

I have QooQ giving me lots of advice (he moderates at perldesk) so it should turn out pretty well...

Last edited by:

RedRum: Jan 4, 2002, 2:38 AM
 
Re: [RedRum] Help Desk Integration In reply to
Here's a sneaky peek.

http://www.perlmad.com/helpdesk/desk.cgi

I only started it 2 days ago so be gentle :)

Use IE for a better viewing experience Angelic


Last edited by:

RedRum: Jan 4, 2002, 12:16 PM
 
Re: [RedRum] Help Desk Integration In reply to
Sorry guys, the demo is going offline for the night :) .....will be back in the morning.
 
Re: [RedRum] Help Desk Integration In reply to
Demo back online.
 
Re: [RedRum] Help Desk Integration In reply to
It's looking very nice so far, RedRum. Very clean!

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Re: [DogTags] Help Desk Integration In reply to
Thanks. Someone wasn't keen on the textfield backgrounds but I thought they looked nice hehe


 
Re: [RedRum] Help Desk Integration In reply to
Looks very good. Don't use Links SQL but it looks like it will be a good addition.
Lavon Russell
LookHard Mods
lavon@lh.links247.net
 
Re: [Bmxer] Help Desk Integration In reply to
Thanks.

It wasn't intended to be specifically be for Links SQL but it should integrate fine and be a nice addition for webmasters.

Im just touching up the admin script and then to need to write the installer and then I'll be looking for beta testers :) (anyone can send a pm if interested).

Since I first posted, the script has come a long way so feel free to go and try it out or post any ideas.

Thanks.

Oh...I suppose I better say now this isn't free as it is a pretty decent script and not a minor addon. Its a few hundred kb in size at the moment. Pricing will be around $50 so it is pretty good value for what you get.

http://www.perlmad.com/helpdesk/desk.cgi

Last edited by:

RedRum: Jan 6, 2002, 9:15 AM
 
Re: [RedRum] Help Desk Integration In reply to
I just tried to sign up for the help desk and got:

Error:
Can't locate object method "" via package "Library::Mailer" (perhaps you forgot to load "Library::Mailer"?) at admin/Desk.pm line
735.
Package:
Desk
File:
admin/Desk.pm
Line:
735


 
Re: [Evoir] Help Desk Integration In reply to
That may be my fault....the demo script is the copy Im working on.

I literally killed EditPlus 30 seconds ago so you should be ok to test. Let me know if you still see that error.

Thanks.

Last edited by:

RedRum: Jan 6, 2002, 11:24 AM
 
Re: [RedRum] Help Desk Integration In reply to
Thanks. It works now Smile

I'll check it out...

 
Re: [RedRum] Help Desk Integration [Food for thought] In reply to
Paul,

Food for thought....

I don't know how the admin side works yet and if you have not thought of this already, it would be good to have the ability to have multiple technicians address problems and track interactions...

Like what Request Tracker does:

http://www.perl.com/...1/11/28/request.html
========================================
Buh Bye!

Cheers,
Me
 
Re: [Heckler] Help Desk Integration [Food for thought] In reply to
Thats how it already works.

There is an admin script for admin to control everything and they can create departments and assign staff to those departments who can then get access to tickets for the departments they are allowed to access.

It will also support new tickets via email.

I've put up a new demo that allows admin access:

http://www.perlmad.com/demo/desk.cgi
http://www.perlmad.com/demo/admin/admin.cgi

I only started this 4 days ago so it's nowhere near done yet.


Last edited by:

RedRum: Jan 6, 2002, 1:42 PM
 
Re: [RedRum] Help Desk Integration [Food for thought] In reply to
Hi,

I frequently use the helpdesk of venturesonline. They use wonderdesk (www.wonderdesk.com).
Just to let you know where you maybe can get ideas.
Oh, I did not have time to research if itīs helpfull, or if your script is much more better at this point. So please excuse me if itīs boring for you.

I visited your admin section.

Why is DogTags a "SuperUser" ? :)

Michael


--
Michael Skaide

http://www.cycle24.de

Last edited by:

Michael Skaide: Jan 6, 2002, 2:48 PM
 
Re: [Michael Skaide] Help Desk Integration [Food for thought] In reply to
Now DogTags is a member :)

Michael

--
Michael Skaide

http://www.cycle24.de

 
Re: [Michael Skaide] Help Desk Integration [Food for thought] In reply to
By the way, I visited wonderdesk homepage

Not very cheap this script ....

Wonderdesk with Logo costs $1.499,-
Wonderdesk without Logo costs $8.499,-

and they write ..... our price blows the competition away!

I think the prices blows interested users away :)

ichael

--
Michael Skaide

http://www.cycle24.de

 
Re: [Michael Skaide] Help Desk Integration [Food for thought] In reply to
>>Why is DogTags a "SuperUser" ? :) <<

Why not :)

>>Wonderdesk with Logo costs $1.499,-
Wonderdesk without Logo costs $8.499,- <<

I think I could spend $9000 more wisely like a new car? house deposit?


Last edited by:

RedRum: Jan 6, 2002, 4:07 PM
 
Re: [RedRum] Help Desk Integration [Food for thought] In reply to
URL: http://www.perlmad.com/...p;tid=18334143341341

Quote:

Content-type: text/html

Error: Can't use an undefined value as a HASH reference at admin/Desk.pm line 684.
Package: Desk
File: admin/Desk.pm
Line: 684



========================================
Buh Bye!

Cheers,
Me
 
Re: [RedRum] Help Desk Integration [Food for thought] In reply to
Out of curiousity, what is the table structure for assigning admin people to a number of different areas. I have never been able to figure out how to do something like that.

I.E. There is 25 categories and I want to assign a staff member to category 3, 5 and 15. How would I do it? Thanks Smile
Cheers,
Michael Bray
 
Re: [Michael_Bray] Help Desk Integration [Food for thought] In reply to
I assume he is using a M<->M connection between the Users table and the "Categories/Department" table and possibly a User Status table.

Like:

Users

UserID
Username
Password

Categories/Departments

DID
DepartmentName

User_Status

StatusID
StatusName
StatusDescription

UserDeptStatus

UserID
DID
StatusID

Then it is a simply matter of querying the last "intersection" table...

But I am sure RedRum will shed light on "exactly" what he did.
========================================
Buh Bye!

Cheers,
Me
 
Re: [Heckler] Help Desk Integration [Food for thought] In reply to
I see. I was always trying to think of a way to do it only having to add 1 row to a table rather then a row for each department. Never thought of adding one for each... thanks Smile It always seems easier when someone tells you how to do it!
Cheers,
Michael Bray
 
Re: [Michael_Bray] Help Desk Integration [Food for thought] In reply to
Well, that is the beauty of database design...there are many solutions to properly reflect reality, however, there are advantages and disadvantages with any structure you implement.

The problem with creating additional tables and then intersecting them with "middle" tables is that you have to use JOINS, which increases data processing time and also increases download times.

Yet, if you store all the departments has ENUM fields/columns in yoru USERS table, then it will be a pain to administrate...it is much easier to have two separate tables (Depts. and Status), then adding tons and tons of fields/columns in your Users table. Like if you change a Department name, then you have to change the Department name/column in the Users table consistently, which is a huge maintenance headache. Although if you store all fields and columns in one table, then you have no JOINS, which would make data processing more "effective" for the end-user and users.

Anyway...I've said enough...this is RedRum's thread and I don't want to stray off-topic...I apologize Paul if you feel that I have strayed off-topic...I can simply delete this post...
========================================
Buh Bye!

Cheers,
Me
 
Re: [RedRum] Help Desk Integration In reply to
Thanks for the inspiration, Paul....

I've been using a Forum in my Discussion Forum to handle tech support, but after seeing your demo and further researching Help Desk type of applications, I've decided to create a separate app that will integrate with my hacked LINKS SQL v.1.13.

Thanks! Nice job! Your app is coming along very nicely...Keep up the great work!
========================================
Buh Bye!

Cheers,
Me
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