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General Questions

General questions about getting started with SilverStripe that don't fit in any of the categories above.

Moderators: martimiz, Sean, biapar, Willr, Ingo, swaiba, simon_w

Some kind of Ticket System


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12 Posts   2121 Views

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Stefdv

4 November 2010 at 3:29am Community Member, 110 Posts

Hello,

I manage about 60 laptops on my work ( it's a navy ship ) . I have a SS site already up and running for 6 months now... Is there anybody whos has some kinda ticket system on there ss site. I want to be able to use my site as some kind of HelpDesk. So if someone on my ship has a problem with his Laptop, printer or whatever, they can issue a ticket to me. I know they can send an email thru exchange server, i just think it would be nice if it was integrated in SS.

Tx for reading anyway.

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sajok

4 November 2010 at 3:54am (Last edited: 4 November 2010 4:09am), Community Member, 82 Posts

you can create a support page with UserDefinedForm module, and set the form fields you need. In this way your clients go to your site > Support > Submit form : enter required fields; name , id, describing the problem, priority, ... clients messages are sent to an email that you set in the module's configurations.

hope this is what you are looking for :)

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Stefdv

4 November 2010 at 5:21am Community Member, 110 Posts

Wow, your fast

It sounds like that is exactly what i'm looking for. I'll get to it the next couple of days.

Tx alot for the tip

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Ryan M.

4 November 2010 at 12:53pm Community Member, 309 Posts

UserDefinedForms is great for a basic ticketing system. However if you're gonna be handling a lot of requests and need more robust organizational and display controls, then I'd recommend building a custom ticketing system that includes notifications and alerts about pending/outstanding tickets.

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Stefdv

5 November 2010 at 8:10pm Community Member, 110 Posts

Ryan, tx for the reply.

Well it needs to be as usefull ( and therefore complex, i'm afraid) as possible. I did try to set it up with UserForms and...well yes it works. But as you stated...it's very basic.

Do you have any tips for me to get me started? I do now the basics of SS, meaning i now how to setup DataObjects, Pagetypes etc. I'm not that good with all kind of Functions though.

If you could give me some tips on how to get started ( it doesn't mean code neccesesarely) i would be verry happy.

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swaiba

5 November 2010 at 10:09pm (Last edited: 5 November 2010 10:14pm), Forum Moderator, 1796 Posts

Anyone have an idea of one an open source php ticketing system - we currently use osTicket which is great as a very simple system but we are looking for a better one... any ideas?

EDIT - just found this too http://helpdeskapps.net/free-help-desk-software might help

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sajok

6 November 2010 at 1:47am (Last edited: 6 November 2010 1:49am), Community Member, 82 Posts

another free ticket system is [url=http://www.hesk.com/demo.php]Hesk[/url]. I didn't tried it but I just saw the demo, it's fast and has many features like custom fields, Knowledge-base, stuff and teams.. However, I think these systems are meant for organizations with a support team, but not for someone looking for a simple way to answer one or 2 emails a day.. I think a contact form would suffice to handle 50 laptops, with their occasional problems.. so for me it depends on how many emails you recieve per day

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swaiba

6 November 2010 at 2:12am Forum Moderator, 1796 Posts

Well the key feature of a ticketing system is to record the log of progress on a ticket and to allow clients to respond via email - they don't like having to login into the system each time to respond. And when they start saying "your system caused all these problems and you never responded" it is nice to pull up all the tickets, show you actually did respond to the issues promptly and that most of them were in fact not down to any error of your own.

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