VIP Desk

Help Section of VIP Desk

 Section 1: How to install
 Section 2: Understanding the Application


 Section 1: How to install

 The installation is very easy. It's a step-by-step process as written below:

 A. Upload files to your server :

  • Download ‘vipdesk.zip' to your local machine.
  • Unzip the file
  • Create a folder within ‘public_html' on your server.
  • Upload all the folders and files within ‘helpdesk' to this new folder.
  • Change the permission for following to ‘777'
 
  • 'config.php' within '/includes'
  • Give '777' permission to '/download' folder
  • Note: VIP Desk has been encoded with the ionCube PHP Encoder and requires the free ionCube PHP Loader to be installed.

 B. Create a database and user in MySQL Database

  1. Open your cPanel (Control Panel) to access MySQL Database
  2. Create a database
  3. Create a User by providing username and password
  4. Link the database with the user

 C. Install the script

  1. Now open following link in browser:
    ‘http://yourdomainname.com/helpdesk/'
    where,
    yourdomainname.com, would be your domain name
    helpdesk: this can be any foldername, which you would have uploaded.
  2. You will see the following screen.



    Provide all the inputs for MySQL Database

    • DB Host Name : This can be the IP address of the Database server or ‘localhost'
    • DB Name : The name of the database created in step B.
    • DB User Name : The name of the user created and linked with the database.
    • DB Password : Password of the user linked with the database.

    • As soon as, you click on ‘Submit Information', the following message gets displayed.


  3. To run the admin panel of Helpdesk you need to click on 'Administrator Login' or enter following link in the browser:
    http://www.yourdomainname.com/newfolder/newadmin/index.php
    where,
    yourdomainname.com, would be your domain name
    newfolder: would be the name of the newly created folder, where you would have uploaded all the files and folder.
    The Username and Password for login is ‘admin'

 

 Section 2: Understanding the Application

 VIP desk is a very useful application, which helps with dealing with the customers/members problem in a  very efficient manner.

 This application is divided into there modules, namely:

  • Admin Module : for the website administrator, who would like to track the customer's complains/suggestions and even can see the performance of the operators.
  • Operator Module : for the website authorized staff , which the admin of the site will give access for answering the tickets for particular departments.
  • User Module : for the customers, who want to contact the admin or the support person for their complains, suggestions, opinions or even for help.

 These three modules are explained in more details below:


 A. Admin Module:

 To be able to work on the admin module please use the form of the following link :  http://www.yourdomainname.com/foldername/newadmin/



 The default login details for this site is :
 Username : admin
 Password : admin

 Admin has all the rights to keep track on the tickets logged by the customers and the status of it. Also, he/she has the right to  assign the different departments and tasks to the operators.

 The main functions of the Admin module are detailed in the hereafter subsections and the group of the functions is shown in the  following image.

 

 

 

1. Trouble Shooter:

It has been seen that users face some very common problems. So, instead receiving each question separately and answering it, it is always better to provide the users with the answers beforehand.

"Trouble Shooter" section provides the users with this information. Here, admin can add such commonly asked questions with their answers. So that, the user can view them directly before being asked.

Admin has rights to add new topics by using ‘Add New' option, edit the existing ones, and can even delete them by using ‘View' option.

 

 

2. Departments:

It is always better to receive tickets from customers under some relevant categories, so that they could be managed properly. For this purpose, ‘Departments' section was made.

  • View : It shows a lists of all the available departments which can be edited and deleted.
  • Add New : It allows the admin to add new departments.

To make managing the tickets' issues much easier, the user can  log on a ticket under some specific department.

 

 

3. Announcements:

When the admin wants to inform the customers with some upcoming events or even want to share some news with all the users. The announcement section is the way to do that.

Admin can add announcement which  is visible to all the users. Admin can also add new announcements, edit the existing ones and  delete the one, whose purpose has been served or which are no more required.

 

4. Knowledgebase:

There are also some commonly asked queries for particular product or department. The knowledgebase section was made for such queries, which are not very general and can't be included in the ‘Trouble Shooter' section.

By clicking ‘View' all the existing topics can be viewed, edited and even deleted

‘Add New' is used to add new topic to the Knowledgebase.

The topics can be searched for some given keyword using ‘Search' option.

This Knowledgebase is accessible to Operators as well as staff for viewing. But Operators has rights to edit and delete them.

 

5. Downloads:

Sometimes the admin likes the users to access or have copies form a specific file. Such kind of files can be uploaded here. As, there is no security measures taken for downloading. The files are also not restricted for a particular user, it is recommended to upload only the files which don't have any vital information. Any kind of files formatting is acceptable.

 

6. Operators:

This section deals with assigning and managing Operators. Operator section is further divided into 3 sub-sections:

 
  • View : Here all the operators are listed. Admin has rights to edit any information for the operator and can even delete him.


  • Add New : This section is for adding a new operator. Always, add a valid email-id as whenever a user sends a new ticket or response for any open ticket, the operator is intimated by email also.


    • View Performance : This section gives an idea about how the Operators are doing their job. For a good and profitable business, the customers need to be satisfied. So, it is very important to know, how quick and efficient are our Operator to solve the customer's query.

     

 

7. Tickets:

  • Open Tickets : The number within brackets shows the total number of Open Tickets. When the admin clicks on this link, it lists all the tickets, which are opened. Admin can view the details for any ticket, reply them and have rights to close and delete them.


  • Close Tickets The number within brackets shows the total number of Closed Tickets. When the admin clicks on this link, it lists all the closed tickets. Admin can view the details and the replies by the operator and the user. He can even re-open and delete them at any point .
  •  

    8. Automated Emails:

    This section deals with the editing of the sent emails to the operators or to the user regarding the ticket status.
     

    9. Change Password:

    This section is for changing the admin login password.

     B. Operator Module:

     To be able to work on the operator module please use the form of the following link :  http://www.yourdomainname.com/foldername/operators/



     Operator needs to login with the details, which admin would have provided him.
     After successful login, the following screen gets displayed:


     The operator is responsible for answering the assigned tickets satisfactorily.

    The sections under Operator Module are explained below:

     

    1. Open Tickets: Here operator can see all the new as well as open tickets, for the departments, he is assigned. The number within brackets shows the total number of opened as well as new tickets.

    Department shows the department name, for which the ticket is logged .

    Subject : shows the subject of the ticket

    Last Reply : This section gives information about the status of the ticket. There are three different statuses for an open ticket:

     
    • New Ticket : means that the ticket is newly logged by the user
    • Waiting for user's reply : means that the ticket has been replied by the operator and is not waiting for the user's feedback
    • Waiting for Operator's reply : means that the user has replied and may want more information or feedback about the ticket issue.
     

    Priority : This shows the importance and the urgency of the ticket to be answered. There are 4 levels of priorities namely:

    • Low (Lowest)
    • Medium
    • High
    • Urgent (Highest Priority)
     

    Clicking on the ‘subject' of the ticket shows the details of the ticket. Here, operator can see the message and it's reply. The operator can reply and/or close the ticket.



     

    2. Close Tickets: Here operator can see all the closed tickets which belongs to his/her department. The number within brackets shows the total number of closed tickets for the operator's department.

    Department shows the department name, for which the ticket has been logged.
    Subject : The subject of the ticket is displayed here
    Priority : This shows the priority of the ticket. Same as in ‘Open Tickets'

    Clicking on the ‘subject' of the ticket shows the details of the ticket. Here, operator can see the message and the operator's replies. The operator can even reopen the ticket (if needed).

     

    3. Knowledgebase: Here, the Operator can view the Knowledgebase topics as well as their answers, added by the Admin. This might help in replying related tickets without giving extra efforts. the operator can also edit and delete them as per the requirements.

     

     

    4. Trouble Shooter: the Operators can view the Trouble Shooter topics as well as their answers, added by the Admin. These topics can assist them in replying tickets with similar kind of problem. They can even edit and delete them as per the requirements. They also can add new topic to it using ‘Add New' option.


     C. User Module:

     To be able to work on the user module please use the form of the following link :: http://www.yourdomainname.com/foldername/


    The sections under User Module are explained below:

     
    1. Trouble Shooter:

      User/Customer can view all the generally asked queries with their answers here.


       
    2. Knowledge Base:

      All the common asked department-related queries are listed here. User can view them to get the answer to their queries before launching a new ticket. User can even search for a particular topic by using ‘Search' option.



       

    3. Downloads:

      User has access to all the downloadable files added by the admin. This option can be used to send a file which is valid and common for all the users.


       

    4. Announcements:

      The announcements added by the Admin can be viewed through this section. The newly added announcements can be known by seeing the date and time of the addition of the announcement.


    5. Ticket Status:

      User can check the status of his/her tickets through this section. He/she needs to provide the Key No. and the email-id to view the status and the replies for that ticket in the following screen:



      If the inputs are valid, then the ticket gets listed as shown below:


      The details can be viewed by clicking on the subject of the ticket.
       
    6. Submit A Ticket:

      This is the section, where the user can submit a new ticket whenever he/she has some query or a feedback or even a suggestion. The user needs to fill the form appropriately with proper department name and the priority, so that it could be answered by the appropriate operator.




     

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     NEED HELP IN INSTALLING AND USING VIP HELPDESK?
     ----------------------------------------------------------------------------------------------------------------------------------------------------

     If you require help setting up or using VIP Helpdesk at any time, you can access the online help center 24 hours a day at:
     http://helpdesk.ambatch.com/

     If you need any further assistance, you can access our Technical Support Team at: http://helpdesk.ambatch.com/

     I hope you enjoy this exciting new software!

     Best of luck!

     Copyright: The Internet Marketing Profits Center, Inc.