HelpDesk Solution

Help Desk solution for your own website...

Created: 17/08/2015
latest Update: 03/11/2016
By: Jérôme Kaegi
Email: jk@jakweb.ch

Thank you for purchasing my software. If you have any questions that are beyond the scope of this help file or the FAQ on my support site, please feel free to create a Support Ticket via my website. Thanks so much!

Explanation

Live Chat Software for Customer Support Service for your Website!

Provide real-time customer support and visitor communication directly on your site. With HelpDesk Solution you can provide human interaction to visitors allowing you to close a sale, provide premium customer support, create great FAQ and manage your clients. With no need for extra software, you can provide this from any computer, tablet, mobile phone, anywhere where a browser exists.

Scale the dizzy heights of online customer support excellence with live chat software & offer live help to your website visitor.

Powerful live chat software that helps you talk to your website visitors and convert them into customers.

Powerful support tickets with email piping and cron jobs.

Powerful FAQ database for frequently asked questions.

Offer first class support or answer pre sales questions to your website visitors. If none of your representatives are available a contact form is shown, so you won't loose customer even if you are offline!

You not just buying the software, you also get first class support with us!

Incredibly easy and intuitive.

Minimum Requirements:

PHP 5.3 or higher
MySQL 5.0.7 or higher
HTML5
CSS3

Browser compatibility:

HelpDesk Solution will run in on all modern browsers and thanks to html5shiv also in IE7 and IE8. However you need JavaScript enabled to run the software smooth.

Installation

Installation guide - HelpDesk Solution

Please follow all the steps carefully.

First the include/db.php.new file

Please rename this file to db.php
Open the file in a text editor.
The db.php file is commented throughout, so you should be able to work out what values to enter for the variables yourself.
When you have finished, save the file.

Upload

Upload all files and folders in the upload directory with your preferred FTP program.
Set Folder permissions and sub folders to (CHMOD 755): cache/, files/ (Please note on some server configurtions you will need to set this folder to CHMOD 777)

Install the database

Point your browser at http://www.yourdomain.com/install/install.php (where www.yourdomain.com is the URL of your Site).

Configuration and finishing

Please delete the install folder!
Point your browser at: http://www.yourdomain.com/operator/
Sign in with your login information.
Configure your HelpDesk.
Please check the FAQ for more information.

Help for FTP, MySQL and PHP.

Go to our support website.

Client Api

HelpDesk has a great client api integrated. You can integrate this into your own website where your client create a user or change their data or delete their user profile. You need curl installed on your server and pass the vars to your HelpDesk installation, it will then create, update or delete a user from your HelpDesk client database.


	$CD_URL = "url_where_helpdesk"; // url to the helpdesk installation
	$CD_API_KEY = ""; // can be found in your operator panel - settings
	$CD_SID_KEY = ""; // can be found in your operator panel - settings
	$CD_ACTION = "new"; // (new,update,delete)
	$CD_NAME = ""; // name from client
	$CD_EMAIL = ""; // valid email address from client
	$CD_PROJECTIDS = "1"; // (single id or multiple id's (1,2,3))
	$CD_CHATACCESS = ""; // (0 for no access, 1 for access)
	$CD_TICKETACCESS = ""; // (0 for no access, 1 for access)
	$CD_FAQACCESS = ""; // (0 for no access, 1 for access)
	$CD_VALIDTILL = ""; // (0000-00-00 / Year-Month-Day)
	
	$CD_STR = urlencode("sid=".$CD_SID_KEY."&action=".$CD_ACTION."&name=".$CD_NAME."&email=".$CD_EMAIL."&pid=".$CD_PROJECTIDS."&cac=".$CD_CHATACCESS."&tac=".$CD_TICKETACCESS."&fac=".$CD_FAQACCESS."&valid=".$CD_VALIDTILL);
	
	$CD_STR = (trim(mcrypt_encrypt(MCRYPT_RIJNDAEL_256, $CD_API_KEY, $CD_STR, MCRYPT_MODE_ECB, mcrypt_create_iv(mcrypt_get_iv_size(MCRYPT_RIJNDAEL_256, MCRYPT_MODE_ECB), MCRYPT_RAND))));
	
	$CD_CURL = curl_init();
	
	// set URL and other appropriate options
	curl_setopt($CD_CURL, CURLOPT_URL, $CD_URL.'/index.php?p=api&sp='.bin2hex($CD_STR));
	curl_setopt($CD_CURL, CURLOPT_SSL_VERIFYPEER,  false);
	curl_setopt($CD_CURL, CURLOPT_HEADER, 0);
	
	// grab URL and pass it to the browser
	curl_exec($CD_CURL);
	
	// close cURL resource, and free up system resources
	curl_close($CD_CURL);

PHP IMAP

Import emails from any email accounts that support imap or pop.

More information about the PHP Imap can be found in our FAQ area.

email.php

Cron Job

Necessary for automatic ticket reminders and close old tickets. Please referrer to your control panel how to setup a cron job to the cron.php script. How often you run the cron job is up to you, but you should at least run it once a day!

More information about the cron job can be found in our FAQ area.

cron.php

Style and Language

Style - General

HelpDesk Solution is fully template based

Style Changer

Change the look easy, HelpDesk has a style changer included, change your chat, support and FAQ window for the client with a few clicks right from your operator panel.

Language - General

Live Support Business - HelpDesk is available in English, German, French, Portuguese, Brazilian - Portuguese, Swedish and Turkish. If you language is not available, feel free to translate all the necessary files. It would be nice if you could send me your translation, so I can integrate it within the next release.

operator/lang/
lang/

If you translated HelpDesk Solution into your native language it would be nice to send it to me, so I can implement your translation within the next release. You can find my contact details on the support website.

Upload your own Button

I'm sure you like your own button, I made it very simple for you!

Create two buttons in Photoshop or any other similar program. Save one button as yourname_on.png and the other as yourname_off.png. Upload the button via the upload form in your operator panel under Buttons or upload the buttons via FTP into following directory files/buttons/, go to the operator panel and your buttons appear with the correct code to implement into your website.

Button

How to place the button.

Placing a button on your website is fairly easy. HelpDesk supports any kind of website and format of your website as long it supports HTML.

Please check following FAQ article which setup and how you place a button on your website: HelpDesk - Buttons

After you understand how to setup the button code you just need to copy the provided code and place it on your website, done!

Support

With purchasing HelpDesk Solution you will get first class support! I build a great FAQ for any general questions and there is also a support ticket system available if you can't find a answer to your problem.

Thanks

Thank you

I want to say thank you for purchasing HelpDesk Solution and I hope you enjoy the product like I do!