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VIP Help Desk Software Updates and Improvements


Published on: 06/25/ 2011 | By: VIPProfitZone.com | Rating: Unrated | Total Views: 9371
About The Author: VIP DESK New 2009 Version! Your Web-Based Help, Support & Service Desk for Your Site Visitors, Prospects & Customers!
Website URL: http://www.vipprofitzone.com/VIP_Help_Desk/Software.html
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VIP  DESK V3.03 Updated ( June 2011)

Updated version For new installation only

VIP  DESK V3.03 ( Oct 10th, 2009)

This is a patch for version 3.02.

+ Fixed odd letters added to the text while saving, editing article in knowledge base

+ Fixed 0 bytes attachement issue

+  Added new feature: copy knowledge base question of one site to another site

+ Update email format for HTML editor with test mail option

+ Added direct close button on ticket detail page top panel

+ Re-arranged add note position to display on Top so  it can be seen right away

 

 

 

VIP DESK V3.02 ( Jun 21st, 2009 )

This is a patch for version 3.0. It includes 3 major changes:

+ Fixed ticket ID security issue

+ Added new feature: allows admin to change rank of site and product type with one click

+ Added new feature : allows admin to edit the text on the helpdesk's homepage through admin control panel

------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

VIP DESK V.3.0 ( February 25th, 2009 )

Question:

Have you been looking for a way to be able to  manage all of your sites, your products easily, effectively with just one helpdesk installation?  Or how about providing support to all of your different sites and products with just one simple installation but so powerful helpdesk- without costing you an arm and  an leg?

Announcing:

VipDesk 3.0: The centralized support desk solution is here!!!

 Check out the live demo here ( scroll down to the bottom sales page )

New Features of VIP Help Desk 3.0

 
 
New features of Admin panel 
 
 
1. Adding extra fields in Submit Ticket page .
 
1. Adding product wise departments.
2.Facility of adding dynamic fields for departments to collect the information from user at the time of posting ticket.
3. Admin can make dynamic fields as mandatory or optional .
 
 
 
 
After clicking on Add link ,admin can add extra fields for ticket submit form
 
 
 2. Admin can view log history ,Ticket History and add Ticket Note –new feature in Manage Tickets module .
 
 
Admin can view the ticket log history of user e.g. checking ticket status as open or closed
Ticket log history is displayed as shown in following snap
 
 
 
 
 
Admin can see the ticket history of any user (i.e ticket details of ticket submitted by same user for the same department) Admin can assign ticket to any operator, can add ticket note .
Admin login link is added in ticket details page after clicking on it admin panel login page is displayed .
 
 
Above features are displayed as shown in following
 
 
 
Ticket history is displayed as show in following
 
Add ticket note to ticket as follows
 
 
 
 
3. Added product Type field in Add product page &listing page of manage products
 
 
 
 
 On listing page of manage product module add product type is displayed as shown in following
 
 
 
 
 4. Added new module Manage Product Types
 
Centralized support desk feature –Multiple products are displayed on single help desk system .
 
For centralized support system, created interface to manage product types   e.g.MemberSpeed and Surefire Wealth etc.
 
Functionalities of Manage product Types module
 
Add Product Types
 
Admin can add product types as follows
 
 

Manage Product Types module have following functionalities
 
Add New product types
Edit product types
Searching & Sorting functionality
Delete Functionality
Active /Inactive functionality
 
 
 
 Sorting functionality for Product Types ,Date Added & Date Modified 
Ascending & Descending sorting order functionality
 
If product types having product then while deleting product types system displays confirmation message like “Product types cannot be deleted, there are products under this product type “ as per usability & added data security.
 
Admin can inactive the product types, after inactivating product type’s products are not displayed to user panel.
 
 
 
New features of Operator panel
 
 
1.New changes in operator home page
 
 In operator panel, each operator can see immediately the department and  
 product's tickets that was assigned to him/her.
 
Added new links in operator panel :
·         Profile setting
·         User Guide
·         Feedback
 
 
 
As shown in following
 
 
Operatos can view the tickets of his/her department( those tickets are not assigned to him/her) .
Operators can now assign tickets to other operator by selecting product and department.
 
Profile setting :Operator can set email notification mails as follows
 
 
 
 
2. New changes in ticket details page
 
Operator can view ticket log history of users
Operators can assign ticket to other operators .
Operators can see the history of ticket .
Operator can add note to ticket
Added Admin login link in ticket details page ,after clicking on admin login link control goes to login page of admin panel.
 
All links are opened in new window as per usability of Web application.
 
 
 
 Operators can now assign tickets to other operator by selecting product and department as shown in following
 
 
 
 
 
 Operator can add note to ticket as follows
 
 
 
 
 
When operator select Note type as Ticket and Note Visible to “All Staff Users “ then note is   visible to all staff members of that ticket .
 
 
When operator select Note Type User ,Note Visible to “All Staff users “ then ticket note is displayed to all staff members for every ticket of that user .
 
e.g, operator added note for test@test.com user ,then for every ticket of user test@test.com   displays ticket note to all staff members of that department .(department wise display note )
 
 
Log history displays ticket open /closed status
History of ticket displays how many times tickets opened by same user .
 
 
 
New features of User panel
 
 
Centralized support help desk system
 
Display of multiple products with their sites & help desk support home .
Admin can control on multiple products displayed at user panel .
New theme of user panel as per GUI standards.
Help desk system is Easy to use & simple to understand as per usability.
 
 
 
 
User can view knowledge base before submitting ticket
There will be separate link for all products help desk –Support Home
Added Turing code (Captcha code ) in submit ticket page as per security point of view.
 
 
Product wise departments are displayed in Ticket submit page.
 
e.g if user submitting ticket for Internetmarketing.com then only internetmarketing.com product departments are displayed.
 
 
After clicking on submit ticket button user can view knowledge base before submitting ticket
 
 
 
 
After clicking on submit ticket following page is displayed
 
 

 

 And more! Check out the live demo here  ( scroll down to bottom page )

 

Patch fix and enhancement released : September 24th, 2008
===============================================
The patch fix for VIPdesk August 26, 2008 version is in the main zip file. Only download and run this patch if you installed VIPDesk on or before September 24th, 2008.

- Added security  to ticket viewing with captcha image
- Encrypted  ticket ID
- Added deep search function using email, message body...
- Added email field on Reply to ticket in admin. It's useful when admin wants to specify that field as" Do Not Reply" or anything else.
- Added version number in admin



Change logs highlight: ( August 26th, 2008)
=======================

-Added FCheck/HTML editor in Knowlegedabse, Troubleshoot, Announcement- this new feature allows staff to format the content in Rich text format

-When replying to a ticket, staff has option to also add the answer to knowledgebase, this is a new, powerful, time saver feature.

-Enhancement in the end user ticket submitting page, when user types text in the message box, the system will automatically search for relevant keywords and shows the results on the same page.

This is one of the most powerful features, it helps user to  find a similar solution BEFORE submitting his ticket, therefore it helps reduces support staff's workload.

- Now in operators/staff panel operator only see the tickets assign to him/her

-Userfriendly features added to site wise such as message boxes were enlarged, scrolling is no longer needed for long text, better icons, admin can edit tooltip messages directly from admin control panel...

-Added link for easy login from admin to operator and vice versa

-Admin now can change Site name and Site slogan directly from admin control panel.
-Fixed spelling error and other bugs
-Added better installation instruction interface.
-Added Readme.txt in download file.
-
-New item is shown first then older item in knowledge base and site wise

 
And more:


Vip Help Desk admin panel-

Index page-
Developed new index page, which have many features like-
1.Icon link-
2. Manage link.
3.Add new link.
4.Logout link.
5.Tooltips on above link.
6.Operator panel link.


Modules-

1.Manage Trouble shooter –

1.Searching and sorting functionality on title and counter and status field.

2.Click me Help for searching and sorting functionality.

3.Added active or inactive functionality to control user panel.

4.Clicking details link admin can see details for Question and Answer.

5.Added Remove all filters functionality.
6.Select all check box to mulitiple deletion.
7.Tooltips on status, edit, delete, details link.
8.Standard confirmation messages for deletions.
9.Action messages for- adition, updation and deletions.
10.Back to page link for add and edit and detail page.
11.Add new link on the page.
12.New professional GUI look like- Color, images, and messages.
13.Added red asterisked marked for mandatory fields.
14.Default focus on first text field box.
15.Tab order sequence is in  horizontal manners.

2. Manage download:-

1.Fast searching and sorting functionality on title, counter and date field.

2.Added active or inactive functionality to control user panel.

3.Tooltips on download, status, edit and delete link.
4.Remove all filter functionality for searching.

5.Clicking on download link, it is displayed attachement file.

6.Add new link functionality on manage page.
7.Back to page functionality on add and edit page.
8.Mention red asterisked mark for mandatory field.
9.Standard error messages for invalid operations.

10.Action confirmation is displayed standard form, after 3 seconds message is closed automatically

3. Manage Announcement:-

1.Searching and sorting functionality on title, date and status field.

2.Added active or inactive functionality to control user panel.

3.Tooltips on status edit and delete link.
4.Remove all filter functionality for searching.
5.Add new link functionality on manage page.
6.Back to page functionality on add and edit page.
8.Mention red asterisked mark for mandatory field.
9.Standard error messages for invalid operations.

10.Action confirmation is displayed standard form, after 3 seconds automatically close.

11.If no record in manage announcement page, message- No records found.

4.Manage knowledgebase-

1.Searching and sorting functionality on Question, Answer, status  and counter field.      

2.Added active or inactive functionality to control user panel.

3.Tooltips on status edit and delete link.
4.Remove all filter functionality for searching.
5.Add new link functionality on manage page.
6.Back to page functionality on add and edit page.
7.Mention red asterisked mark for mandatory field.
8.Standard error messages for invalid operations.

9.Action confirmation is displayed standard form, after 3 seconds automatically close.

10.If no record in manage knowledge base page, message- No records found.

11.Added view counter functionality for how many user view this.

5.Manage Departments:-

1.Searching and sorting functionality on name and parent department field.                                                                  

2.Added active or inactive functionality to control the department.

3.Tooltips on status, edit and delete link.
4.Remove all filter functionality for searching.
5.Add new link functionality on manage page.
6.Back to page functionality on add and edit page.
7. Mention red asterisked mark for mandatory field.
8.Standard error messages for invalid operations.
9. Action confirmation message  is displayed standard form, after 3 seconds automatically close.

10.If no record in manage department page, message- No records found.

6.Manage Ticket:-
1.Click me Help for searching and sorting functionality.

2.Searching and sorting functionality ticket id, subject, priority and date field.

3. Added closed or opened ticket status functionality.
4.Remove all filter functionality for searching.
5.Standard error messages for invalid operations.
6.Action confirmation message is displayed standard form, after 3 seconds automatically close.

7.If no record in manage ticket page, message- No records found.

8.Change ticket status- open and closed.
9.Reply link to submit user queries, faq, answer. Etc.
10.Help for Assign ticket to department and operator.
 
Reply link-
1.Help functionality for ticket reply, log history etc.
2. Added attachment link.
3.Ajax functionality like- post reply + -.

4.Added ticket log history functionality eg. Last reply – user and operator .

5.Standard error messages for blanked field.

View Transfer log functionality-

1.Fast searching and sorting functionality on – Ticket id, assigned by, assigned to, date and status field.

2.Added static active or inactive status.
3.Remove all filter functionality for searching.
4.Standard error messages for invalid operations.

5.If no record in View transfer log page, message- No records found.

7.Manage Help:-
1.Click me Help for searching and sorting functionality.

2.Fast searching and sorting functionality, Title, date and type field.

3.Added help for – demo of video file.
4.Added help for – demo of embed video help.
5.Added edit help content-
1.Mention red asterisked mark for mandatory field.
2.Admin can changed audio or video type.
3.Admin can changed help text / embed video code.
6. Standard error messages for invalid operations.

8.Manage automated emails.

Mailing functionality-
1.Add new operator-VIP desk_account details.
2.Usersection- Submit ticket.
3.New ticket assign to operator:-
4.Tiket opened or closed by admin- two types mail.
5.Ticket stats change -Closed or opened.
6. User reply- call details.

9.Changed password-

1.Mention red asterisked mark for mandatory field.
2.Standard error message for invalid operations.
3.Action confirmation message is displayed as standard form.
4.Back to page link on the edit password page.            

10.Operator performance.

Added operator performance functionality- It is displayed stats of replay.

eg. No of waiting for reply, replied, Open, Closed, New, Total, Rank etc.

11. Edit site name and site slogan -

Admin can edit site name and site slogan through the edit site name and site slogan section.

Note- same is reflected on site headers for user & operator panels

User section:-

Developed new index page to user side , which have many features like-

1.Icon link-
2.Manage link.
3.Tooltips on above link.
Modules:-

View Trouble shooter-

1.Searching and sorting functionality on title and Views field.
2.Click me Help for searching and sorting functionality.

3.Clicking on title link, it is displayed trouble shooter details.

4.Back to page link on view trouble shooter page.
5.Added functionality of  view counter.

6.If no record in Trouble shooter page, message- No record in trouble shooter.

Knowledgebase:-

1.Searching and sorting functionality on Question , Answer and Views field.

2.Click me Help for searching and sorting functionality.

3.Clicking on Question link, it is displayed knowledge base page.

4.Back to page link on View knowledge base page.
5.Added functionality of view counter.

6.If no record in Knowledgebase , message- No record in knowledgebase.

View downloads-

1.Searching and sorting functionality on title , date and Views field.

2.Click me Help for searching and sorting functionality.
3.Clicking on title link, it is displayed view downloads page.
4.Back to page link on View downloads page.
5.Added functionality of view counter.
6.View download link for downloading the file.

7.If no record in View downloads , message- No record in knowledgebase.

Announcement-
1.Searching and sorting functionality on title , date field.
2.Click me Help for searching and sorting functionality.
3.Clicking on title link, it is displayed view announcement detail page.
4.Back to page link on View announcement page.
5.Standard tool tips on title link.

1.Help functionality for ticket status- Just instruct to user how search the ticket status.

2.Mention red asterisked marked for mandatory field.

3.Added functionality to receive list of all user support tickets.

4. Fast searching and sorting functionality on ticket id, subject, department, priorities, date and status field.

5.Clicking on subject link, it is displayed ticket details page.

6.Added reply link to user query.
Reply link-
1.Help functionality for ticket reply, log history etc.
2.Added attachedment link.
3.Ajax functionality like- post reply + -.

4.Added ticket log history functionality eg. Last reply – user and operator .

5.Added feedback functionality for – Rank and comment.
6.Standard error messages for blanked field.
Submit ticket:-
1.Help- Dynamically search knowledgebase.
2.Mention red asterisked marked for mandatory field.
3.Standard error messages for mandatory field.
4.Department wise submit ticket.
5.Priority given for submit ticket.
6. Attachment for submit ticket.

Popular knowledgebase functionality-

1.Clicking on knowledgebase link, it is displayed knowledge base page.

2. Added functionality of view counter.
3. View counter wise knowledgebase is displayed on the page (large view first)
Operator panel-

Developed new index page to operator panel, which have many features like-

1.Icon link-
2.Module link.
3.Tooltips on above link.
4. Added administrator panel link

1. Manage open and Closed Ticket-

1. Fast searching and sorting functionality on ticket id, subject, priority, date, status.

2.Click me Help for searching and sorting functionality

3.Click on subject title link, it is displayed details of subjets.

4.Added ticket opened and closed functionality.
5.Added ticket reply to user.
6. Click me help for- Assigned to user and department.
7.Standard error messages for invalid operations.

8.Action confirmation messages to open and closed functionality.

2. Manage knowledgebase :- same admin panel functionality.

1.Searching and sorting functionality on Question, Answer, status and counter field.         

  2.Added active or inactive functionality to control user panel.

3.Tooltips on status, edit and delete link.
4.Remove all filter functionality for searching.
5.Add new link functionality on manage page.
6.Back to page functionality on add and edit page.
7.Mention red asterisked mark for mandatory field.
8.Standard error messages for invalid operations.

9.Action confirmation is displayed standard form, after 3 seconds automatically close.

10.If no record in manage knowledge base page, message- No records found.

11.Added view counter functionality for how many user view this.

3. Manage troubleshooter:-

Same admin panel functionality.

1.Searching and sorting functionality on title and counter and status field.

2.Click me Help for searching and sorting functionality.

3.Added active or inactive functionality to control user panel.

4.Clicking details link admin can see details for Question and Answer.

5.Added Remove all filters functionality.
6.Select all check box to mulitiple deletion.
7.Tooltips on status, edit, delete, details link.
8.Standard confirmation messages for deletions.
9.Action messages for- adition, updation and deletions.
10.Back to page link for add and edit and detail page.
11.Add new link on the page.

12.New professional GUI look like- Color, images, and messages.

13.Added red asterisked marked for mandatory fields.
14.Default focus on first text field box.
15.Tab order sequence is in horizontal manners.


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