RSTickets!Pro - Configuration

General configuration options are accessible via the Components > RSTickets!Pro > Configuration tab. The general behavior of the RSTickets!Pro component can be configured from here.

To facilitate component management, the configuration area is divided into eight tabs: General, Messages, Tickets, Avatars, Captcha, Email, Autoclose and Plugins.

General

• Please enter your license code to receive updates: a unique code required to download updates. This can be generated from within the View my downloads area of your rsjoomla.com account
• Date and Time Format: a date/time mask that will be used through RSTickets!Pro to display the time. It uses the standard PHP date masks.
• Date (No Time) Format: throughout the component the date will be used without the time portion. Setting this field can enable a separate mask for displaying the time.
• Show RSTickets! Pro Link in Footer: yes/no - if enabled a small HTML RSTickets!Pro footer will be displayed below the main pages of RSTickets!Pro.
• Use the Joomla! editor for writing messages: yes/no - if enabled, all RSTickets!Pro message boxes will display a WYSIWYG editor.
• Show Knowledgebase search when staff is replying: By enabling this, staff members will be able to use an AJAX-driven Knowledgebase search engine, searching for common answers and inserting them directly in the reply message.
• Show signature checkbox when staff is replying: By enabling this, your staff members will be presented with a checkbox that allows them to attach their signature to the reply. This will be checked by default.
• Redirect to URL (after successful submission): After a customer submits a ticket, you can redirect him to a custom page. Just type the page URL here. If left blank, the page will get refreshed and a thank you message will be shown. The message itself can be adjusted directly from within the RSTickets!Pro front-end language file: language/en-GB/en-GB.com_rsticketspro.ini (search for RST_TICKET_SUBMIT_OK).
• Staff members see only their departments: When set to Yes, staff members will only be able to submit tickets to their assigned departments. If set to No, they will be able to see all other departments.

Messages

• Global Message: RSTickets!Pro allows you to set a message that will be displayed on all RSTickets!Pro pages. This can be used to announce support time schedule, or other useful information.
• Submit Message: this message will be displayed on the submit ticket page. This can be used to advice the user to first use search through your FAQ area for example.

Tickets

• Ticket View Type: tabbed / plain
• Receive Tickets From: everyone / registered users
• Show Submitter Information: yes /no
• Show Submitter Field: name / username / email
• Submitter Field is an Email Link: yes / no
• Allow Ticket Voting: yes / no
• Allow Customers to Close Tickets: yes / no
• Allow Customers to Re-open Closed Tickets: yes / no
• Ticket Viewing History: disable / enable and allow staff members to view / enable and allow staff members and customers to view
• Colorize the Whole Ticket: If you set this to Yes, when choosing a color for ticket priority, the whole ticket will have its background and foreground colored. If set to No, just the background and foreground of the Priority cell will be colored.
• Use Predefined Subjects: If enabled, the customers will be able to select a subject from a drop-down list, instead of typing it in. The predefined subjects are configurable per department: RSTickets!Pro > Departments > edit a department > Tickets. More details on the Department configuration options are available here.
• Enable time spent: Since revision 8 you can now enable your staff members to monitor how much time they spent on a support ticket.
• Time unit: the ticket time measurement unit

Avatars

Enabling the avatars option will display a small picture in the ticket message. The avatar can be imported from several locations:

• Don't use avatars: will not display the avatar if used.
• Gravatar: will display the gravatar.com configured image.
• Community builder: will import the image from your configured CB profile account (if installed).
• JomSocial: will import the image from your configured JomSocial profile account (if installed).
• Kunena: will import the image from your configured Kunena profile (if installed).
• Fireboard: will import the image from your configured Fireboard profile (if installed).

Captcha

Captcha will help you to prevent spam submission on your submit ticket form:

• Enable CAPTCHA: no/Use Built-in Captcha/Use reCaptcha.
• Display CAPTCHA For: Unregistered/Customers/Staff - to facilitate the user experience the captcha can be set to display just for a certain category of users.
• Characters: number of generated chars (available for the built-in captcha only).
• Generate Lines: yes/no - the generated image can contains lines to make it harder for spam bots to parse the image.
• Case Sensitive: yes/no - to typed in captcha sequence will be case sensitive.
• reCAPTCHA Public Key: - required for enabling reCaptcha.
• reCAPTCHA Private Key: - required for enabling reCaptcha.
• reCAPTCHA Theme: red/white/blackglass/clean - to integrate the reCaptcha image to your site style, a theme parameter has been added.

Email

• Use Joomla! Global Configuration: yes/no - enabling this will cause RSTickets!Pro to use the from email address and from name from your Joomla! Global Configuration area: Site > Global Configuration
• From Email Address: - can be set if the above option is set to no
• From Name: - can be set if the above option is set to no
• Reply Above Message: - this is used to parse emails when a customer replies to a ticket directly from the email account
• Customer Item ID: This is the Item ID used for links when an email is sent to the customer. You can use it to keep the same page style (along with assigned modules) when your customer clicks on email links.
• Staff Item ID: This is the Item ID used for links when an email is sent to the staff. You can use it to keep the same page style (along with assigned modules) when your staff clicks on email links.

Autoclose

• Enable Autoclose: yes/no - if a ticket has no activity for X number of days it cam become eligible for autoclosing. It will not be automatically closed until a notification message is sent
• Check for tickets marked for autoclosing every (minutes): how ofthen should RSTickets!Pro should check for autoclose tickets.
• Days a ticket should go into autoclose status: days a ticket should go into autoclosing status if no activity.
• Days a ticket should be autoclosed (after notification is sent): days passed until the ticket is closed after the notification message is sent.

Notices

The Notices is particularly useful when you wish to be notified when tickets meet certain conditions. For example is faulty language is used or the customer added several replies without getting an answer.

• Email Address: to what email address should the notification email be sent.
• Number of Replies (Unassigned Ticket): how many replies need to be added so that the notification can be triggered for a ticket that hasn't been assigned to a staff member.
• Number of Replies (Assigned Ticket): how many replies need to be added so that the notification can be triggered for a ticket that has been assigned to a staff member.
• Triggered Keywords:if certain words are detected, the notification email can be triggered.

Knowledgebase

• Hits for "Hot" Articles: This is the amount of hits an article must achieve in order to be listed as a "most viewed" article. By default set to 200.
• Comments Integration: You can allow users to comment on knowledgebase articles. If enabled you can allow them to comment with the following tools: Facebook comments, RSComments!, JComments and Jom Comment.

The Plugins tab, has a purely cosmetics role as legacy from RSTickets! version. It indicates that now plugins are installed via the default Joomla! installer.