Hi all,

Sorry to post a message about another help desk, but this one will be free :)

It is nearing release, hopefully late this week, I was hoping some people would give the demo a test and give me some feedback, things I can add or improve, also whether you think the design needs a bit touching up :)

http://www.perldesk.com/demo.html

Thanks in advance for any feedback,

John

Your staff and admin users go to broken links when trying to use the demo.

Originally posted by kwimberl
Your staff and admin users go to broken links when trying to use the demo. Where did you see that?
Although I found navigation difficult at times, I saw no broken links.
I prefer something that always has a link to where I need to go.
As opposed to using the back button or something.

Thanks for taking a look kwimberl, I'm not sure which links your referring to?

There are still a few things that need to be done, and fixes

Thanks

John

http://demo.perldesk.com/staff.pl

Then enter in staff:demo and hit enter. (broken link #1)

http://demo.perldesk.com/admin/admin.pl

admin:demo and hit enter. (broken link #2)

Ah ... I see ... You must be using netscape? For some reasons it gave broken link on Netscape, but not IE ... strange indeed!

cheers,
:beer:

Originally posted by kwimberl
http://demo.perldesk.com/staff.pl

Then enter in staff:demo and hit enter. (broken link #1)

http://demo.perldesk.com/admin/admin.pl

admin:demo and hit enter. (broken link #2) Those both worked/work fine for me.

Originally posted by dektong
Ah ... I see ... You must be using netscape? For some reasons it gave broken link on Netscape, but not IE ... strange indeed!

cheers,
:beer: :rolleyes: Ohh . . . . The "Not NutScape Friendly" thing. :D

I forgot to test it with Netscape :) I have modified the code slightly, hopefully it will log in ok on those pages now.

Thanks

JBS, it work now :D

BTW, nice work, I like it :)

cheers,
:beer:

Yes, I was testing with Netscape 4.x. It is working now. :-)

I will look over it more fully later, but it looks good so far!

Thanks guys, I am installing Netscape now just to check see if there are any other probs.. :)

Thanks for taking a look

Your simple interface looks very good for me. Let me know when it is finished. ( I wish if you can use Gray/Dark Blue tone. It will create a better outlook)

I really like what I see. A few suggestions / requests:

1) The default is to say a ticket is resolved once answered by a staffer. I would rather them have to say it's resolved so as not to close tickets by "accident".

2) Implementation of the ability to use different Email addresses to correspond to different departments. Example: I submit a ticket by emailing billing@perldesk.com and it is automatically targeted for billing.

3) Related to the above, the ability to create a ticket without having created a user. By doing so, a user is automatically created with the username of the ticket number and a login and password is emailed to the user.

4) It would be grand if you could implement the users from the system level securely. This would, in turn, integrate with CPanel users.

5) Have a feature for forgotten password where it emails them their password and / or username (tie it to Email address).

I like, I want

Thanks for your suggestions


kwimberl:

1) I just implemented that :)

2) Great idea, I'm still in the process of building the email section of the script, so I'll be sure to add the ability of handling different addresses.

3) Good Suggestion, I will look into that ..

4) System level access..I'll look into that a bit more, its a good suggestion - the only problem I can see with adding such a feature is that It may restrict it to users on that box - which could be a problem with hosts with more than one server. But I'll look into that some more..

5) I agree about the password feature..I'll make a start on that asap.

Thanks a lot for your suggestions, they are very helpfull

Originally posted by JBS
4) System level access..I'll look into that a bit more, its a good suggestion - the only problem I can see with adding such a feature is that It may restrict it to users on that box - which could be a problem with hosts with more than one server. But I'll look into that some more..
[/B]

DOH! This shows I didn't think this out too well. We would be in that category. LOL Maybe a workable variation is to require the username to be the Email address. This way the username can be created by hand or by the email method of submission AND it's not easily forgotten. This changes my other suggestion about using the ticket number for the login. Obviously, you would use the email addy instead which I think is a better idea in that each Email address only has one user. :-)

Thanks for working on a great product and being open to suggestions!

thanks for the kind words, and for the suggestions..

Does anyone have any other requests for additional features?

Thanks a lot

John

Make it into PHP :D

It's called perldesk for a reason :)

What about PerlPHPDesk? LOL

*very* nice... Just the sort of design I like in a panel... The 'closed' ticket thing is a bit of a bug-bear though. If an issue takes some work, and the customer sees that on their ticket before the issue is resolved they'll be a little put out. We tend to prefer an issue is *really* closed before saying so...

Greg Moore

Thanks Greg, In regard to the ticket status, there is Open/Hold/Closed so if something is being worked on it can be stuck on hold, but I do see your point on the Close tag, do you think there should be a status prior to a ticket being closed?

Thanks for the help..

maybe something like 'In Progress' or something similar. Something that gives the user the feeling of "Yes, we've seen your ticket, and are working in it right now for you".

Most tickets are pretty quick to fix, but on occasion we need extra information, or there's some research to be done first. It's a minor thing to note I know but customers tend to react better when they see terms that reflect that things are moving forward, rather than closed before their time. Just look through this forums and see how many times people have gone off the deep end after starting with "They closed my ticket" :D

Greg Moore

Hey, I went to your site and was surprised to find a 'Download' link, but, what the hey, I downloaded it.
And the tar file is corrupt.
:bawling:

I did as well... same thing.

Its really kool. Good work JBS

:D

Thanks Jolly

Yeah there were some problems with the tar file earlier, should be resolved now - download and type: tar zxvf filename, at the commant prompt.

Please note though, there are a few bugs that have arisen today in the first day of release, while I believe I have sorted these now I am waiting on a few peoples confirmation - but any and all bugs will be fixed asap

Thanks,

John

Thanks for sharing JBS

l

I think the people would like to know if your product will remain *free* or if you are just using the free part to gain recognition for your product, then placing a price on your product?

Also nice product, keep up the good work :)

Regards,
HostEXP

Thanks HostEXP, I can honestly say I have no intentions to charge for perldesk in the future. I will continue to work on it, but It will remain open source.

Originally posted by JBS
Thanks HostEXP, I can honestly say I have no intentions to charge for perldesk in the future. I will continue to work on it, but It will remain open source.

Hey JBS,
I installed PerlDesk and created a staff member.
Then, I tried to create a user. It seems to have worked.
But then, I can never log in with this user, it constantly displays a string informing me that I have to login.
And on many pages I see 'Setcookie...' on top..

Ouch...:confused:

It seems to be working to an extent but there are still some bugs noticable if you run things by command line so Im sure they are affecting something. There is a forum not linked from the main site here
http://www.perldesk.com/forum

I love the look of this thing and am very eager to get all worked out and get it up and running :)

Hi Chris/Jeremy..

Yeah, there are some bugs in the code which I am working on, and the script should be released with fixes on Monday

Thanks for your patience,

John

Great job. It looks great!

Hi,
where can I download it ? :)

I hope to have a download up late tonight, when I have finished the software, I will try to get a few people to test it on their systems, if all goes well and all bugs are fixed I will release it :)

JBS,

We would be happy to test it on one of our companies.

Hi Kwimberl,

If you could try to install it on one of you systems that would be great, I seem to have fixed the bugs - but would like to confirm it before I release it ...

If you could let me know where to email the .tar.gz file .. (my email john@perldesk.com)

Thanks

John

Hey,


Your product looks pretty good. The only drawback I see is that the client can edit his/her response which could kinda backfire on you. You could respond to a call and change something they requested you to do. Then edit what they said and just say "I didnt say thet".


Thanks,

Justin

Hi Justin,

The end-user can't edit their initial request, they can only edit further responses..

Thanks,

John

first of all great job JBS,

i liked the interface very much. fortunately i am my programers are also working on help desk system. ;)

anway, i found one option absent,

there is only one category per tech, there should be multiple categories for one tech for example 1 tech can have access to

WEB HOST MANAGER support tickets as well as C Panel tickets,

keep up the good job !!

JBS... First off.. I like what I see ...Simple and to the point

One thing that I missing in a lot of helpdesk products is the ability to enter a ticket from the staff view for a customer that calls in on the phone. Example would be that someone calls up, technician does a lookup in the helpdesk for that user, and enter's in the ticket. The ability to add a user from the staff view would be needed.

Another thing would to build in a e-mail importer. I believe the suggestion was made earlier about processing mail and creating a ticket.

my 2 cents..

Barry

Hi Barry,

Thanks for taking a look, both of those two features should be added in near future releases ..

Thanks

John

Originally posted by JBS
Hi Barry,

Thanks for taking a look, both of those two features should be added in near future releases ..

Thanks

John


Excellent to hear! I'll keep an eye on your site.

Barry

Hi Barry,

I hope to have staff loggin in the next release, hopefully sometime near the end of next week ..

I have just release version 1.0, which can now be downloaded from the site.

John

Originally posted by JBS
Hi Barry,

I hope to have staff loggin in the next release, hopefully sometime near the end of next week ..

I have just release version 1.0, which can now be downloaded from the site.

John

Good to hear.. With that feature, an e-mail processor, if you could do a customer lookup on an external DB (hook into a billing system) you would have one heck of program.

I'm excited to see what developes in the next few weeks!

Barry