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. |
