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PauloV

[Plugin] Support Manager Pro - Tickets Delete, Merge, Spam, Multiple Tickets.

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IMPORTANT NOTICE: Please note this plugin doesn't work on PHP 5.6 or 7.0. When the plugin supports these versions the developer can remove this notice.

 

UPDATED 21-02-2016

 

 

New Version released eith 2 bugs fixed :)

 

 

OLD Updates

 

Updated 27-01-2016

Fixed: Bug on Portal Page (found by Jonathon)
Fixed: Bug on Client Tickets (found by Jonathon)

One year after the latest update, here it is the new "revamp" and full loaded Support Manager Pro with an huge modification to support exclusive features to Blesta :blesta:

 

This is a major upgrade to Support Manager Pro, I have tested everything, but sometimes things can go rong (WHMCS exemple lol), so please Backup/Backup/Backup before upgrade Support Manager Pro, to be able to revert :)

 

Try to find the new features, you will have a pleasent suprise :P I also added new screenshots below:

== Staff List Ticket View ==
Added: New Left Menu on Staff listing all Tickets
Added: Quick Filter tickets by Department (Drop Down Style)
Added: Total Tickets By Status
Added: Cookie to store Full Screen Ticket View Windows Status, for wen navigating betwin links remember if its full
Added: Background Color Change on Ticket, wen its assignet to you
Added: Font Awesome for styling
Added: Show background diferent color (light red) on Ticket line, if the ticket was not readed/open by Staff
Fixed: Some issues on Services Ticket View Tab (thanks to viperdh)
Fixed: Some issues on PIPE Ticket Import (thanks to viperdh)
Fixed: Some issues on KB (thanks to viperdh)

== Staff View/Reply Ticket ==
Added: Warning message if any outher staff member is viewing/replying the ticket
Added: More Client Details that are hide by default but you can click on the litle arrow down button to display all
Added: Real Time Saveto database on any Department Change and/or Assinet to and/or Priority and/or status. (Auto Submits the form)
Added: Assing a Service to the Ticket (if the client has active services on it)
Added: Assing Custom Fields to Ticket (you can now add/remove/edit costum fields by Ticket)
Added: Notes moved to TOP of any Replies to better view
Added: Left Menu to Quickly navigate betwin Departments/Status
Added: List Client Services
Added: Quoting an reply now adds extra styling to text adding date + time + who submited
Added: Font Awesome for styling
Removed: Unecessary space betwin Reples

== Client Area ==
Added: Ticket Widget to list all tickets like Staff Client Area

== Client View Ticket ==
Removed: Ticket Log changes (dosent make sense view them)

== Client Reply Ticket ==
Added: Asigned Service (yes clients can assign service finally to tickets)

== Client Add Ticket ==
Added: Asigned a Active Service to the Ticket (as above clients can assign service finally to tickets)

To add/remove/edit custom fields to tickets just go to Settings->Plugins->Support Manager Pro->Manage (folow the instructions)

 

New Screen SHots 2016

 

 

supportmanagerpro_2016-1.jpg

 

supportmanagerpro_2016-2.jpg

 

supportmanagerpro_2016-3.jpg

 

 

supportmanagerpro_2016-4.jpg

 

supportmanagerpro_2016-5.jpg

 

 

 

UPDATED 25-01-2015

 

 

Finally after a cup of coffee and several hours merging Support Manager from Blesta 3.4, to Support Manager Pro Plugin, I have finally finish :P

Added New:

- All new features from Support Manager in Blesta 3.4, including knowledgebase and some twicks that blesta devs added to improve UI

UPDATED 14-10-2014

 

 

Anouther update :)

Added New:
- All fixes and improvments from Support Manager Core in Blesta 3.3
- Added Red Badge to Client Area to show also the tickets Awaiting for Reply sended from Staff.
- Services Tab in Admin Ticket Reply, that display all services from the client. (latter we will try to add an option to select a service from Staff and Client to associate in Ticket)

Fixed:
- Deleting all Replies from Tickets still display the Ticket in Satus and Badge count.
- Bad encoding in latin characters.

Improvment:
- Renamed "Add to Delete" to "Move to Trash"
- Renamed "Deleted" to "Trash" (because the tickets are not deleted are only in Trash, but you can still permenant delet them )
- Optimised code to support the new "events", and now is not needed to change core files.

New ScreenShots:

 

support_managerpro_1.jpg
 

 

 

support_managerpro_2.jpg

 

 

 

Hello to all Blestars :)

 

New updated version (15-05-1014) :)
 
Finaly here Support Manager Pro Updated :)
 
Added: Merged all code/functions from Support Manager released on 3.2 (new menu on select tickets/replies)
Added: Now the Badge only shows wen there is one or more Open Tickets with a "Facebook style"
Added: Changed colors from badges to match Client Bootstrap color badges in status
Added: New Field in Main Tickets called "From/To" that display the Name/Link of the Ticket client, to easy access.
Optimised: Default Blesta Merged function, can now merge any tickets, and not only tickets assigned to a client.
Fixed: Some small bugs found
Fixed: Now on upgrade/install it detects all Admin Templates and adds also the "menu badge" (if in future you make a diferent Admin Template)
Optimised: On "Reply/View" a ticket the "Notes" are displayed in full yellow and not only the title to easy see what are notes.
Optimised: On "Reply/View" all the "Logs" and "Client Replies" are displayed with the title in "Grey" and not "Blue" to easy see the "Staff Replies"
Optimised: On "Reply/View" all the space betwin entries where reduced to optimise space in all replies/logs/notes
Optimised: Wen a client name is in "Red" it is not a Registered Client, wen is "Green" the client alredy exists.
Comming soon: Clone tickets from Support Manager default and also export/clone tickets to Blesta Default Support Manager.
 
Old updates below:
Merged fixes from Blesta Core 3.1.3
Just download (instructions at the end of this post), and replace files. (You will not loose any configurations made).
 
 
 

 

New Update released 18-03-2014:

Fixed: rong path for admin_support_managerpro_count_include.pdt
Fixed: uninstall nav cache. now automatically removes Menu Nav Cache on uninstall plugin.
Dropping: dropping support for Blesta Support Manager, and we will focus only on Blesta Support Manager Pro, to do a better work on helping Blesta Devs managing support help, because there are some clients that use the mod, and its causing confusing on debugging problems 
Added: Waring on managing Support Manager Pro, wen changing default Date and Time Tickets

Here it is the Major update as promisse 13-03-2014:

 

Also added a few minutes ago the "Support Manager Pro" as a standalone Plugin that can coexist with current "Support Manager" Plugin  see below to download and install.

Fixed: Error (Undefined variable) found by cloudrck
Fixed: Bug detected wen admin route was diferent, on creating a Client inside a Ticket
 
Optimised: Now on "Staff" replying a Ticket, it will go automaticly to "Awaiting Reply" status. Its better then, wen replying stay on "Open" status or any outher status.
Optimised: If your client has an account on your Blesta, and you Move a Ticket to "Spam", the new tickets will not be added to Spam for better use. If you hant to be moved to Spam, delete the user blesta account.
 
Added: New language vars in "/plugins/support_manager/language/en_us/support_manager_manage_plugin.php"
Added: Now on Setings->Company->Plugins, you will see on "Support Manager" plugin a new option "Manage" where you can set:
 
     -Tickets Auto refresh Time in seconds
     -Tickets Time Format
     -Tickets reply Date Format
     -Summary truncate length (max number of characters)
     -Default summary if blank
     -Ticket number code length in number of digits. In case of conflicts (duplicate ticket codes) because of a large number of tickets, increase this number.
 
Added: On "Status" filter on list tickets, wen selecting a Filter, will highlight the seleted filter, for you to see where you are. We have removed the "Status" colum now that is "highlighted".
Added: Badges for "Is Client", "Not Client" and "Staff"
Added: new Button "Close" to Multi Selected Tickets
Added: "Priority" Badge Colors to better view prioritys to reply.
Added: On Seeing/Replying a Ticket now you will find a new button called "Quote", for easy responses.
Added: On Seeing/Replying a Ticket now you will find a new button called "Delete Reply", to be able to delete reply's.

Added: GitHub repository to check, help, and download: https://github.com/qlpqlp/Blesta
 
If you are using the previus version released, and alredy run the SQL queries below, just upload the files to replace, and will work.
 
In the next build , wen the Blesta 3.2 go stable, we will add the option to revert to original if you whant.
 
The option to revert to original woll be simple, it will only remove the "Spam" and "Detleted" status, will move all "Spam" and "Deleted" tickets to "Closed status", and will remove the extra field "Name" from Tickets where are stored the "From Name Emails", and finaly will delete all files, and replace by original files.
 
New functionality added 01-03-2014:

Now you can see realtime open tickets on Support menu on all Blesta Admin
We have also merged the 3.1.2 changes in this build


A special thanks to CubicWebs for helping in the css marktup

New functionality added 25-02-2014:

Create Clients From Tickets (now wen viewing a ticket that as no client account, it shows a new button inside called "Add to Client", that in one click it creates a client account )

Also we have cleaned some bad coding, and also add a filed database called "name" that saves the From Name Header in Tickets database that also displays on Ticket Listing on admin side.

We have added the fix for special characters not displayng correctly, and the breking lines bug on seeing the Tickets.

You have to execute the new qwery on phpMyAdmin to add the extra filed "name", see "How to Install" below the SQL code.

Outher functionality included in this build:

Since my two latest builds we have now had more functionality to Support Manager Plugin.

What you can now do:
 

Add to Spam (when adding to SPAM, new emails when imported, if the email exists and is on SPAM, the new emails will be imported to SPAM also)

Merge Tickets (Merge two or more tickets into one single ticket)

Add to Delete (Only moves the Ticket to DELETED status, dosent remove the Ticket)

Permanent Delete (When Tickets are on "Deleted" status, there will be a new button called "Permanent Delete" and if you select a Ticket and click on the button, will permanent delete that ticket)

Also we have reformulate the Ticket Listing with more info that can be useful
We will add after this more functionality like:

Move Ticket (be able to move a ticket to outher client)

Open Ticket (be able to send a ticket without a client registration)

Done: Create Account (when not a cliente, be able in one click create a client account)

How to Install (Only for Support Manager Pro and Blesta 3.4 or Above)?

 

If you whant all functionality of the "Support Manager Pro" and atthe same time have "Support Manager" original, just do:

 

1º- Download the full Suport Manager Pro Plugin here -> Download Support Manager Pro Plugin (updated 21-02-2016)

 

2º- Uncompress, and upload the folder "support_managerpro" to blesta /plugins/ directory.
 
3º- Go to Blesta Admin, and click on Setings->Company->Plugins->Available and it will list the "Support Manager Pro" plugin, just Click on "INSTALL"
 
4º- Now you will see on new menu item called "Support Pro". Now you have to configure everything like the original Support Manager.

 

====================================================================================================

 

====================================================================================================

How to Upgrade (Only for Support Manager Pro and Blesta 3.4 or Above)?

 

If you whant all functionality of the "Support Manager Pro" and atthe same time have "Support Manager" original, just do:

 

1º- Download the full Suport Manager Pro Plugin here -> Download Support Manager Pro Plugin (updated 21-02-2016)

 

2º- Uncompress, and upload the folder "support_managerpro" to blesta /plugins/ directory.
 
3º- Go to Blesta Admin, and click on Setings->Company->Plugins and it will list the "Support Manager Pro" plugin, just Click on "UPGRADE"

 

====================================================================================================

 

27-02-2014: A special thanks to CubicWebs for helping in the css marktup
13-03-2014: A special thanks to cloudrck for helping in detecting a bug 


Any bugs or sugestions, tell us.

We hope you like it :)


Regards,
PV

Edited by Licensecart
Updated with a notice.

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I've just done the hard work for other members :D all packaged up for you with the needed edits, it works for me that's how I know it's safe to do.

 

All you need to do, is edit the tables with 's code, and then just upload this to your Blesta root and extract, this will then overwrite the needed files.

 

BLESTA 3.1.1

http://licensecart.com/public/support-manager-paulov.zip

 

The only issue I have with mine is if you click spam, it doesn't load the tickets until you F5. Hopefully it's just my mistake and Paulo V can help and then that will be fixed in the zip.

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The only issue I have with mine is if you click spam, it doesn't load the tickets until you F5. Hopefully it's just my mistake and Paulo V can help and then that will be fixed in the zip.

 

What browser and version are you using?

 

We have testds on the latest IE, FF, Safari, GC without bugs :)

 

The only bug is on CSS for the buttons that lose the background colors that we are going to fix today, and maybe today we will add the "Merge" and "Permanent Delete" Tickets :)

 

P.S- Thanks for compiling everithing (I have it compiled with some extra fixes, I will post the Update as a file easy to execute)

 

Regards,

PV

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What browser and version are you using?

 

We have testds on the latest IE, FF, Safari, GC without bugs :)

 

The only bug is on CSS for the buttons that lose the background colors that we are going to fix today, and maybe today we will add the "Merge" and "Permanent Delete" Tickets :)

 

P.S- Thanks for compiling everithing (I have it compiled with some extra fixes, I will post the Update as a file easy to execute)

 

Regards,

PV

 

I use Google Chrome mate, and wicked :)

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Hello Blestars :)

 

 

 

See first post with updated download :)

 


Now we have add two new buttons "Merge" and "Permanent Delete" :)

Now you can Merge Two or More Tickets in to one Single Ticket, and also you can Permanent Delete tickets without problems.

We have attached the complete plugin with some fixes and optimised code, just upload and replace your support_manager folder.

====================================================================
If you didn´t run the qwery already, just do:

Open phpMyAdmin form your host, select your database on the left, and then on the right click on "SQL" and add this below:

 

ALTER TABLE  `support_tickets` CHANGE  `status`  `status` ENUM(  'open',  'awaiting_reply',  'in_progress',  'closed',  'spam',  'deleted' ) CHARACTER SET utf8 COLLATE utf8_unicode_ci NOT NULL DEFAULT  'open';

Now click on "Execute" button to run the qwery.
====================================================================

If you find any bugs just tell us :)

P.S- We will next week add the function to check SPAM status emails against new emails, and also add the button "Permanent Delete" to only show on "Delete" status, but today we have no time to add more code :)

We hope you enjoy :)

Regards,
PV

Edited by Paulo V

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Will this cause any database issues going forwards with Blesta if they decide to implement something similar? 

 

Probably. You'd need to merge these changes with any future updates to the support manager if you want to upgrade.

 

This plugin should probably be forked and renamed.

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Will this cause any database issues going forwards with Blesta if they decide to implement something similar? 

 

 

Hello :)

 

"Paul" is right, but if Blesta Devs could merge this changes in to the core that will be great :)

 

If Blesta dosent whant to add to the core, we can rename the Plugin and makeit a new one with the modifications :)

 

Regards,

PV

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This seems to be getting better and better.  Any official word from Blesta if this will be merged into the core?  

 

We typically do not merge 3rd party modifications into the core. At least not blindly. We adhere to a strict Programming Style Guide, and look at each feature individually. Often times, we'll choose to implement a feature in a different way than someone else has, if we feel we can improve upon it.

 

This modification should be considered an unsupported fork (At least not supported by us directly, forums are good for community support), and users should be aware that it is incompatible with any future releases of our support manager. As is the case with any modification.

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Hello Paul

 

We think that we have apllied your strict Programming Style Guide, because we whant to Help Blesta Grow and attract more users to help us also build more plugins, extensions and modules for Blesta :)

 

If you whant we can send a detailled explanation what modifications we have made to help you see more cleary the modifications that we made to you implement to core :)

 

The modifications are secured and dosent afect any other action on Blesta, you can easily revert the Plugin, just putting an original Support Manager Plugin :) (we can build a revert qwery to run).

 

We will also support future releases, because, we are using this modifications, and will in the future releases, also use, so, the support will go on :)

 

Thanks to all, for your feedback about this modifications. Please send us your sugestions to implement and build a almost perfect Support Manager Plugin.

 

Regards,

PV

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Hello Paul

 

We think that we have apllied your strict Programming Style Guide, because we whant to Help Blesta Grow and attract more users to help us also build more plugins, extensions and modules for Blesta :)

 

If you whant we can send a detailled explanation what modifications we have made to help you see more cleary the modifications that we made to you implement to core :)

 

The modifications are secured and dosent afect any other action on Blesta, you can easily revert the Plugin, just putting an original Support Manager Plugin :) (we can build a revert qwery to run).

 

We will also support future releases, because, we are using this modifications, and will in the future releases, also use, so, the support will go on :)

 

Thanks to all, for your feedback about this modifications. Please send us your sugestions to implement and build a almost perfect Support Manager Plugin.

 

Regards,

PV

 

It would be nice if this was renamed support_manager+ or something :) so users can choose between each one and it won't be affected by the updates.

 

However I would like to see these on the Blesta's official one if they would ;) haha Tick boxes and the Spam section where if the email address is in spam it won't accept it again however adds it to the spam section like you do.

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Hello Blestars :)
 
Now you can have realtime (5 sencods delay), without reloading the Blesta page, a Red  Badge on Support Manager Menu, diplaying the number of Open Tickets :)
 
 
Teaser:
 
support_manager_badge.png
 
 
How to Install:
 
Download below the extra Support Manager files (it dosent replace any file), and upload to /plugins/ directory. (Download here) (updated 01-03-2014)
 
Open the app/views/admin/default/structure.pdt  (if your template dosent called "default", change the name "default" to your admin template name), and then find the bottom latest lines:
 
 
</body>
</html>
change to:
 
<?include(PLUGINDIR . DS . "support_manager" . DS . "views" . DS . "default" . DS . "admin_tickets_count_include.pdt");?>
</body>
</html>

Now enjoy :)

 

P.S- We will include this change in the Support Manager that we have released, after the merge diff betwin 3.1.1 and 3.1.2 released yesterday.

 

Regards,

PV

Edited by PauloV

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Hello Blestars :)
 
Now you can have realtime (5 sencods delay), without reloading the Blesta page, a Red  Badge on Support Manager Menu, diplaying the number of Open Tickets :)
 
 
Teaser:
 
support_manager_badge.png
 
 
How to Install:
 
Download below the extra Support Manager files (it dosent replace any file), and upload to /plugins/ directory. (Download here)
 
Open the app/views/admin/default/structure.pdt  (if your template dosent called "default", change the name "default" to your admin template name), and then find the bottom latest lines:
 
 
</body>
</html>
change to:
 
<?include(PLUGINDIR . DS . "support_manager" . DS . "views" . DS . "default" . DS . "admin_tickets_count_include.pdt");?>
</body>
</html>

Now enjoy :)

 

P.S- We will include this change in the Support Manager that we have released, after the merge diff betwin 3.1.1 and 3.1.2 released yesterday.

 

Regards,

PV

 

 

Doesn't work for me. But I use the default plugin with your tick box and spam sections.

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Doesn't work for me. But I use the default plugin with your tick box and spam sections.

 

Hello,

 

Can you PM the "sorce code/html code" wen visiting the main admin page just to check what is being insert on the menu and on bottom

 

Thanks,

PV

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