RSJoomla! Blog - RSTickets!Pro

We’ve been working hard for some time to update all our extensions to Joomla! 1.6.

RSBlog! and RSTickets!Pro with Joomla! 1.6 support

Today, we move one step forward and we’re releasing 2 new extensions compatible with Joomla! 1.6, RSBlog! and RSTickets!Pro.

Besides updating to Joomla! 1.6, we've also decided to include several new frontend functionalities.

New RSBlog! features

• Starting with revision 4, the “Configuration” tab has 2 new avatar options:
  administrators can now show in frontend the author avatar from Gravatar, Community Builder, JomSocial, FireBoard or Kunena and set a link to the JomSocial or Community Builder profile as well .
  
  

We’ve released today the RSTickets!Pro revision 5 with some important features to enhance the component and the cron functionalities.
Among them, a new tab in backend - “Cron Email Parser Log”, 2 knowledgebase modules - “Most Read Articles” & “Latest articles” and some SQL improvements.

1. The Cron Email Parser activity log

The Cron Email Parser Plugin extends the RSTickets!Pro functionality by generating tickets from emails.

Starting with rev. 5, we’ve created a new tab - “Cron Email Parser Log” to keep track of the email activity registered when using the ticket system.

We’ve been quite busy these days launching the new RSForm!Pro 1.3.0 , working on an important RSEvents! update and today, with the release of the new RSTickets!Pro revision.

RSTickets!Pro rev. 4 comes with fresh updates: improvements, minor bug fixes and new added features, some of them highly requested by our subscribers.

1. Backend ticket submission

Among other features from our TO DO list, we have chosen to include the ability to submit tickets directly from the backend.

Starting with rev. 4, the administrators and the staff members can submit tickets for a public user (a new account is created right after submission ) or on behalf of a registered user.

To submit a new ticket from the backend, head to Components >> RSTickets!Pro >> Manage Tickets >> click on the “New” icon from the right side of the panel.

Since the Reporting Tool feature was the most requested on the feedback page, we have included it in the new RSTickets!Pro, so you can measure the quality of your Joomla! support department in a professional way .
These reports can show you how active and efficient are your staff members and how engaged and satisfied are your customers.

Reports and filters

The Reporting Tool includes 6 reports and 5 filters, to refine the results and generate reports with different levels of complexity. The charts will reveal the evolution of the support department. Below the chart, RSTickets!Pro calculates the minimum, maximum, average and the total of items for the chosen time unit.

The new RSTickets!Pro gives a new meaning to the help desk extensions for Joomla!
Most of the features requested on RSJoomla!'s feedback were included in the new release: backend ticket management, reporting tool to measure the support efficiency, FAQ system.

Backend management

1. Manage tickets:

If you spend most of the time logged in the Joomla! backend panel, then the RSTickets!Pro is for you (the ticket management can also been done in the frontend).

The staff members can now manage tickets from the backend. They can reply to tickets, close or reopen, edit or delete tickets, add internal notes or view the existing ones.

They also can modify the ticket information: edit the subject, the status, the priority, the staff member or assign the ticket to a different customer.

Backend ticket management in RSTickets!Pro: