We are looking for a support system. I would like a system that notifies group a if it is an urgent incident and group b if it is a normal incident. Basicly group a would notify the team in the noc and group b would be the standard support team. This way if a server has crashed and needs urgent attention it can go straight to correct tech's.

Has anyone seen a system like this? Or any other ideas on how to do this?

Thanks

With Phpsupportdesk you can set what kind of ticket a tech can answer or what is his tech level.


Technicians see only calls that are assigned to them


http://phpsupportdesk.com/features.html

PHPSupportDesk is great, it would be even better after he works out the bugs :)

Php support desk is the best out there in my opinion, my company has been working closely with Kunal to help iron out the bugs and add some much needed new features, a new version will be released shortly but buy it now as you get free upgrades :)

I must admit, after using Wonderdesk for almost 1 year, we purchsed phpsupportdesk from Kunal to "check it out" .. it turns out that it is indeed a superb product, I am unaware of anything better out there :)

Hi,
We've tried a few ticket systems and found PhpSupportDesk to be the best, by far. You can't go wrong!

Yeah, it rox!

I too have been working with Kunal (not much, just the odd bug searching) and it is a fantastic product!

Plus it is cheaper than Wonderdesk - which in my opinion is WAY over priced especially for the MySQL version!

--James

Have to throw my comments in as well. Ever since we started using PHPSupportDesk, our support has been running seemless. I didn't get to use the Wonderdesk but it looks like now I don't have to even try it.

Can you import and/or direct email to the program/database ?

So when people react (no it doesn't) on your (everything works fine now) email it gets into the database?

Or is it just webbased?

Can you import and/or direct email to the program/database ?

you can direct emails to the desk.. and it will add them to the dbase as long as the email address has an account on the desk.

"Technicians see only calls that are assigned to them"

How are new tickets assigned?

Best thing u can do is go to www.phpsupportdesk.com and try the demo :)

Essentially, if the client selects billing, then it will flag the ticket for the attention of the billing technician.
So you can have things like

Billing - low priority = one technician
Billing - med priority = another technician
Billing - high priority = another technician
Or you can set it so that it sends the ticket to ALL billing technicians.

--James

Has anyone seen what he has done with version 1.3. He has taken away the flexibility and customization it once had and turned it into a big advertizement for himself. He did this by using Zend to compile the scripts and left the source code impossible to customize.

Im not for ripping off programs and am for leaving copyright credits listed on the application usually at the bottom of the the web page including links and so forth, but now kunal has taken away the power of customization and put it into his hands.

What makes a great application is the fact that it can be tailored to everyones needs.

Anyone else have any comments or thoughts on v1.3?

hi utman,
I think i know who you are, and tried to explain to you what I have done. I really cant help it any more...

An example of how customisable the desk yet is, can be seen at
http://www.rotohost.com/helpdesk/users/


All the text on the desk can be changed by editing one little file.. colors can be changed by editing the style sheet..

how much more control do you need? I have also told you, that I am willing to make changes that you need made, and emailing the custom version to you...

thats about all i can do and say.. zend has improved the perfomance of the desk drastically.. its quicker and more efficeint..

kunal

I think what utman is getting at, is that he wants to change the code so that it looks different ie not the same layout as what it is by default.

From what I remember, it has always been a little difficult to change the layout totally - not that it is bad - just not 'skinnable;.

I have't had a chance to try the new version yet - is there any way to test if Zend is installed correctly on my server?
I done what you put in the release email - just need to know if it is ok now =)

--James

Its just that you have phpsupport desk plastered all over the place. I have no problem leaving your company credit at the bottom of the with your copy right information and such, but the main page says PHPsupport desk 7 times just on the main page. I know the logo can be changed but i also liked to be able to change some of the text within the pages into something i needed. I wouldnt change the source code or anything that you have created, but simple html.

Originally posted by utman
Its just that you have phpsupport desk plastered all over the place. I have no problem leaving your company credit at the bottom of the with your copy right information and such, but the main page says PHPsupport desk 7 times just on the main page. I know the logo can be changed but i also liked to be able to change some of the text within the pages into something i needed. I wouldnt change the source code or anything that you have created, but simple html.

Now, such a post is more helpful.. and it would have been helpfull if you had told me this on icq :)

If thats all you want do, just drop me a message, and ill send over the file for this..
kunal

Nice work on that support desk there Kunal :) . Its looking real nice.

What license is everyone getting the $150 or $250 version? I don't like the words lease. If I buy software I want to "own" it. Maybe it is just semantics?

the supportdesk seems to have a huge security flaw, if a user is logged in, they can view any support ticket that has been entered into the database that is created by any user, by just changing the ticket number at the end of the url.

This presents a problem security wise because critical information could be compromised by discussing usernames and passwords and frankly the information should be private for what is discussed with each client.

I dont know if version 1.3 has fixed this but version 1.2 has not fixed this.

i wait for kunals response to this as he may have a huge problem as far as im concerned.

Originally posted by utman
the supportdesk seems to have a huge security flaw, if a user is logged in, they can view any support ticket that has been entered into the database that is created by any user, by just changing the ticket number at the end of the url.

This presents a problem security wise because critical information could be compromised by discussing usernames and passwords and frankly the information should be private for what is discussed with each client.

I dont know if version 1.3 has fixed this but version 1.2 has not fixed this.

i wait for kunals response to this as he may have a huge problem as far as im concerned.


Hi,
The issue was resolved in version1.3. Also, please email such problems to me. I dont mind you mentioning that there is such and such problem, but please dont post the total and complete description on public boards like this. For the sake of your support desk and others.
Thanks
Kunal