If you are looking for an adaptable Joomla! helpdesk ticketing system, RSTickets! is the solution for you !
RSTickets! Component is a helpdesk ticketing system, which is also known as Customer Service or Customer Support Software specially designed for Joomla!. With this effective solution you will be able to implement, manage and create flexible customer support solutions. Not only this, the component has proven its usability for staff members too, being able to pass on the tickets to higher levels of the support hierarchy.
This ticketing system came out of the desire to improve the customer – developer relations, thus to better meet the customer's requirements. After a few months of labor intensive market research and registering the customer suggestions of what would they like from a helpdesk component, RSTickets! was born in the great CMS spirit of Joomla!.
RSTickets! uses open source technologies like PHP and the Joomla! Framework to ensure your Cost of Ownership remains low, in the same time making RSTickets! easily deployable on Windows, Linux, Unix or Macintosh servers.
Special care was taken into developing and improving the functionality, RSTickets! being thoroughly tested on multiple server configurations and Joomla! installations before the final product finally emerged. The whole organization of the RSTickets frontend and backend (administrator side) was thought to be intuitive and facilitate an easy product configuration, so that the site developer will not take hours to get it to work. Submitters just need a couple of seconds to pass on the problem to a staff member through the easy use of the RSTickets! frontend.
Within the need to further improve the client – staff relations, the RSTickets! Cron plugin was developed, so users can easily submit a ticket from his own email address, thus simplifying the whole process of submitting a ticket.
- Compatibility
- Joomla! 1.0.x
- Joomla! 1.5.x
- Staff
- Frontend ticket management: separate tabs for unassigned tickets and own tickets
- Quick bulk change on multiple tickets (assign to staff, change priority, change status, delete)
- Full ticket management (update, reply, close, sort, filter) for Staff members
- Advanced ticket search by any ticket property
- Highlighting of overdue tickets
- Submit tickets on behalf of customers
- Customers
- Submit tickets without being registered
- Manage submitted tickets in the frontend
- Close or update status of ticket
- Departments
- Ability to use different departments
- Custom fields for each department ticketing form
- Ability to add custom fields like: Textbox, Textarea, Select List, Multi-select List, Checkbox, Radio
- Make custom fields required or optional
- Prefix for each department to use in emails
- Manual and automatic (load balanced) ticket assignment for each department
- Enable or disable sending notification emails to staff and customers
- Groups
- Ability to create staff groups with multiple permissions related to ticket activity
- Staff Members
- Assign Joomla! users to different groups of permissions, and in different departments
- Assign a Joomla! user to more than one department
- Configuration
- Set date format
- Setup email configuration
- Change ticket listing columns for staff members
- Change ticket listing columns for clients
- Set up autoclose notification time and autoclose time
- Integrate software update system
- Emails
- Configure New User Registration email
- Configure New Customer Ticket email
- Configure New Customer Ticket Reply email
- Configure New Staff Ticket Reply email
- Configure Autoclose notification email
... and this is not all, RSTickets! being an on going project and new features added all the time, customer suggestions are being taken very seriously into consideration. Help RSTickets! grow and meet your needs here
