- -
Custom fields can be used to collect additional information from your customers. You can enable up to 20 custom fields by selecting YES in the Enable column. Once a field is enabled you have several options to set.
- -Choose field type. It can be one of the following options:
- -Check to make the custom field a required, otherwise it is an optional one.
- -Give the custom field a unique name that what will be displayed next to the field, for example "Postal address".
- -Choose whether the custom field should be displayed before or after the "Message" field when submitting a new support ticket.
- -- - - - - - diff --git a/language/en/help_files/email.html b/language/en/help_files/email.html deleted file mode 100644 index 3c35d98a..00000000 --- a/language/en/help_files/email.html +++ /dev/null @@ -1,207 +0,0 @@ - - - -
- -
Select wether HESK should send emails usign PHP mail() function or using a manually setup SMTP server.
- -PHP mail() should work on most setups, if it doesn't you may try setting up a SMTP server instead.
- -Available SMTP variables:
- -
-SMTP Host - hostname of your SMTP server, usually localhost or mail.yourdomain.com
-SMTP Port - your SMTP port, usually 25
-SMTP Timeout - SMTP timeout in seconds
-SSL Protocol - enable if your SMTP server requires SSL protocol
-TLS Protocol - enable if your SMTP server requires TLS protocol
-SMTP Username - your SMTP username (if used)
-SMTP Password - your SMTP password (if used)
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- -
Enables email piping (creating tickets from emails).
- -This option just enables piping functionality in HESK, for complete email piping setup please refer to the readme.html file.
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- -
This setting enables or disables POP3 Fetching - creating tickets from emails by connecting to an email account using POP3 connection. - -
For instructions on how to setup POP3 Fetching please see the readme.html file.
- -Available variables are:
- -
-POP3 Host - hostname of your POP3 server, usually mail.yourdomain.com
-POP3 Port - your POP3 port, usually 110. Gmail for example uses 995
-TLS Protocol - enable if your POP3 server requires TLS protocol
-Keep a copy - if enabled HESK will not delete mail from POP3 server
-POP3 Username - your POP3 username
-POP3 Password - your POP3 password
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Settings to help detect email loops created from autoresponders or undeliverable email.
- -Any number of emails higher than Max Hits from an email address within Timeframe seconds -will be ignored by email piping.
- -Set Max Hits to 0 to disable loop detection.
- -Note that this feature will only be used if Email piping or POP3 Fetching is enabled.
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- -
This function will try to detect common email domain name misspelling and suggest a corrected version.
- -For example if customer enters user@gmial.com HESK will detect it and suggest -user@gmail.com instead.
- -HESK will compare email domains to the domains listed in Email providers list.
- -- -
A list of common email providers your customers use. HESK will use this list to try to detect mistyped email addresses.
- -Enter one domain per line, without the @ sign.
- -You can enter any number of common domain names, but try not to overdo it - enter just the most common ones.
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This function deletes quoted replies from all customer emails before they are converted into a ticket using Email piping or POP3 Fetching.
- -All emails sent to customers will start with this line:
- ------- Reply above this line ------
- -Any text below this line will be removed when and email is imported into ticket reply.
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- -
Enable if you wish HESK to save embedded email files (for example embedded images) as attachments when importing tickets over Email piping or POP3 Fetching.
- -Files over maximum allowed attachments limit will be ignored.
- -Note that with HESK file attachments have priority over embedded files. For example if you allow 2 file attachments and receive an email with 1 file attachment -and 3 embedded images, HESK will save the file attachment and first embedded image, the rest will be ignored.
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- -
If a customer tries to enter several emails (separated by comma) into the Email field when submitting a ticket HESK -will only use the first email by default and ignore any other emails.
- -To allow customers to enter multiple emails enable this feature by checking the box.
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If selected, the "Submit a ticket" form will show a "Confirm email" -field forcing the customer to type the email address twice. This helps avoid typos -in email addresses.
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If checked then the "Forgot ticket ID" email (email sent to remind customers of their ticket tracking ID number) -will only list open tickets and ignore resolved ones.
- -- - - - diff --git a/language/en/help_files/general.html b/language/en/help_files/general.html deleted file mode 100644 index 6fed826f..00000000 --- a/language/en/help_files/general.html +++ /dev/null @@ -1,100 +0,0 @@ - - - -
- -
A short title of your website, for example "My lovely website". This will be used as the title of the link that is displayed in the top left corner of the customer interface to enable them to return to your website.
- -URL of your website, for example "http://www.yourwebsite.com". Make sure this is a valid URL and you start it with either http:// or https:// . This will be used as the URL of the link that is be displayed in top left corner of customer interface and enable them to return to your website.
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- -
Default webmaster email address. Make sure you enter a valid email address, it can be the same as Support email.
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- -
Your "From:" email address. This is the email address that will be shown as email sender (From: header) in all emails sent by HESK. Usually it is an email you don't read and don't reply to. Make sure you enter a valid email address, it can be the same as Support email but it is recommended to use a different one.
- -This is the name that will be shown as email sender (From:) in all emails sent by HESK. If no name is set the email From: header will only show your From: email address.
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- -
If you have several languages installed for Hesk this will be the default language. All properly installed languages are displayed in the drop-down box. Please refer to the readme.html file for instructions on how to install more languages. The "Test language folder" link will help you troubleshoot non-working language installations.
- - -If multiple languages are enabled you can set your preferred language on the "Profile" page.
- -Enabling this setting will allow your users and staff to choose their preferred language from the list of installed languages. Do not enable this feature unless you provide support in all of the installed languages!
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- -
Database host server, "localhost" works for most users. Do NOT change this unless you know what your MySQL host is. Ask your hosting company if not sure or if you are having problems connecting to the MySQL database.
- -The name of your MySQL database. You should create one in your web hosting control panel or ask your hosting company for this info.
- -The username you use to connect to your MySQL database. You should create a MySQL user in your web hosting control panel or ask your hosting company for this info
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The password you use to connect to MySQL database. You should create a MySQL user in your web hosting control panel or ask your hosting company for this info
- -The prefix that will be added to all table names. If set to hesk_ table "users" will actually be named "hesk_users" in your database. -This is useful if you want to run multiple installs of Hesk using one MySQL database, just give each install a unique table prefix name (hesk1_, hesk2_, hesk3_, ...)
- -- - - - - - diff --git a/language/en/help_files/help_style.css b/language/en/help_files/help_style.css deleted file mode 100644 index 31040c2c..00000000 --- a/language/en/help_files/help_style.css +++ /dev/null @@ -1,45 +0,0 @@ -body { - margin:5px 5px; - padding:0; - background:#fff; - color: black; - font : 68.8%/1.5 Verdana, Geneva, Arial, Helvetica, sans-serif; - text-align:left; -} - -p { - color : black; - font-family : Verdana, Geneva, Arial, Helvetica, sans-serif; - font-size: 1.0em; -} - -h2 { - text-align: center; - -} - -h3 { - color : #000; - font-family : Verdana, Geneva, Arial, Helvetica, sans-serif; - font-weight: bold; - font-size: 1.0em; - text-align:center; -} - -h4 { - color: #428bca; -} - -.section { - color: #74804e; - font-weight: bold; -} - -.title { - color : black; - font-family : Verdana, Geneva, Arial, Helvetica, sans-serif; - font-weight: bold; - font-size: 1.0em; -} -.wrong {color : red;} -.correct {color : green;} diff --git a/language/en/help_files/helpdesk.html b/language/en/help_files/helpdesk.html deleted file mode 100644 index bc4ae126..00000000 --- a/language/en/help_files/helpdesk.html +++ /dev/null @@ -1,314 +0,0 @@ - - - -
- -
Title of your support desk, for example "My company Help Desk"
- -URL of the folder where your Hesk will be installed. Do NOT add a trailing / to the URL!
-CORRECT: http://www.yourdomain.com/helpdesk
-WRONG: http://www.yourdomain.com/helpdesk/ (don't end the URL with a / )
- - - -
- -
Name of the folder, where admin files are located.
- -The folder needs to exist within the main HESK folder. On most systems names are CaSe SeNSiTiVe.
- -Allowed chars (other will be removed): a-z A-Z 0-9 _ -
- -Default: admin
- -Name of the folder, where attachments will be stored.
- -The folder needs to exist within the main HESK folder and be writable by PHP. On most systems names are CaSe SeNSiTiVe.
- -Allowed chars (other will be removed): a-z A-Z 0-9 _ -
- -Default: attachments
- -- - - -
- -
The default number of tickets listed per page in admin panel. Use digits only.
- -Font size on the "Printer friendly version" pages of support tickets
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- -
If a ticket has no activity from the customer for X days it automatically closes. Set to 0 to disable autoclose.
- -A maximum number of open tickets a customer may have. When this limit is reached the customer will not be able to submit new tickets -until existing ones are resolved. Affects only tickets submitted via online form.
- -Set to 0 to disable limiting maximum open tickets.
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- -
Choose whether you want most recent replies to appear at top or at bottom of the ticket page.
- -Choose whether you want the Add a reply form to appear at top or at bottom of the ticket page.
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If set to YES staff will have an option to automatically login to their account every time they open HESK administration panel from their computer. -If disabled HESK will only be able to remember usernames, not passwords.
- -Tickets will automatically be assigned to a staff member when submitted.
- -Several factors are taken into account when assigning tickets automatically, such as ticket category -and number of currently open assigned tickets.
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Set to ON to allow customers to reopen a ticket once it has been closed. When set to OFF once closed the customer will have to open a new ticket.
- -If set to ON customers will be able to mark staff replies as Helpful or Not helpful. This customer feedback will be used to rate staff.
- -If set to ON customers will be able to set priority/urgency for their tickets ranging from Low to High. If set to OFF all tickets will be submitted with the default priority (Low) and only staff will be able to change the priority level to a higher one.
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If enabled, all tickets will also show a sequential ID number. This should allow -easier customer-staff communication about a ticket (saying ticket ID 45 rather -than ticket ID GHS-G5E-A6T8). However, only -staff will be able to view tickets by sequential numbers.
- -If set to ON staff usernames be listed in a select box on the admin login page and they will only need to type their password in. Recommended setting: OFF (staff will have to type -both their username and password to login)
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Turns ON/OFF the debug mode. In normal usage debug mode should be turned OFF. Turn ON only if you are having problems and Hesk is not working properly. Don't forget to turn back OFF when Hesk is working normally again.
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If turned ON, website links longer than 70 chars will be shortened for display.
- -For example a link like this:
-http://www.some-long-domain.com/sub-folder/another-folder/and-yet-another/this-is-some-long-file-name.html?this_is_a_long_query=and_this_is_a_long_value
Would be displayed as:
-http://www.some-long-domain.com/sub-folder/another-fol ... long_value
- - - -
- -
Toggles use of the anti-SPAM security image (captcha).
- -| Value | -Meaning | -
| OFF | -anti-SPAM images disabled | -
| ON - Customers | -only customers will be required to solve the image | -
| ON - All | -both customer and staff will be required to solve it | -
| Image type | -|
| Simple image | -a very basic image generated by PHP (GD library required) A simple image is not effective against advanced robots, -consider using an anti-SPAM questions or ReCaptcha instead! |
-
| ReCaptcha | -use a free service by Google (requires registration) | -
- - - -
- -
ReCaptcha is a free anti-bot service by Google.
- -To use ReCaptcha you will need to:
- -- - - -
- -
Toggles use of the anti-SPAM security question. This is a very simple yet quite effective way of combating spammers -(not if they decide to target your website specifically but it should block all the -spambots travelling the web). -The idea is to create a unique question that only humans can answer to. You can -use HTML code in the question. Answers are not CaSe SeNSiTiVe. Some examples:
- -| -> Question | --> Answer | -
| What color is water? | -Blue | -
| What is the next number after four? (use only digits) | -5 | -
| Type access code ABCDE here: | -ABCDE | -
| Access code: (find it on the bottom of our links page) | -Somecode | -
Warning! DO NOT use these examples, use a unique question that will only be used on your website!
- -- - - -
- -
This feature limits brute-force attacks to either login to HESK or view tickets.
- -After Login attempts limit number of failed attempts to view a ticket or login to HESK the IP address will be banned for Ban time (minutes).
- -To disable failed login attempts limiting, set value to 0 (NOT recommended!).
- -If enabled (checked), customers will need to enter both their email address and ticket tracking ID to view the contents of a tickets. -If disabled, only entering ticket tracking ID will suffice.
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- -
Select YES to enable file attachments. If enabled customers and support staff will have the option to attach files to support tickets.
-NOTE: If and how file attachments will work depends on your server settings, please refer to readme.html for considerations and possible limitations of file attachments on your server.
- -Number of file attachments allowed per post. Optimal range is around 1 to 4. This setting is only available if "Use attachments" is set to YES.
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Maximum size of attached files. Note that the maximum upload file size is limited by your server settings, please refer to readme.html for more information on file attachment limits. This setting is only available if "Use attachments" is set to YES.
- -Allowed file extensions for attaching files. To add more extensions use the same formatting .ext and separate them with a comma. This setting is only available if "Use attachments" is set to YES.
- -- - - - - - diff --git a/language/en/help_files/index.htm b/language/en/help_files/index.htm deleted file mode 100644 index 4ff7e4a8..00000000 --- a/language/en/help_files/index.htm +++ /dev/null @@ -1,8 +0,0 @@ - - -
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Set to ON to enable knowledgebase or to OFF to disable it. Knowledgebase is a categorized collection of answers to frequently asked questions (FAQ) and articles.
-TIP: A comprehensive, well written and organized knowledgebase is a great self help resource for your customers. Taking time to write and maintain
-knowledgebase articles can save you a lot of time and drastically reduce the number of support tickets you receive in the future! It also helps your customers
-solve problems quickly without having to wait for your reply.
This will enable a What You See Is What You Get type -editor (a rich-text editor) for the knowledgebase articles rather than a simple -text editor.
- -If set to YES Hesk will match ticket subject and message against knowledgebase articles and recommend customers to read matching articles before submitting a new support ticket.
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Set to YES to allow customers to rate knowledgebase articles as Helpful or Not helpful
- -Enabling this feature will show a search form on top of help desk customer interface and allow them to use the search form to search your knowledgebase.
- -You can choose to display a small search box (located in the top right corner) or a large one (more visible, covers entire page width).
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Set to YES to display number of knowledgebase article views publicly (views are always visible from staff control panel).
- -Set to YES to display knowledgebase article submission date publicly (date is always visible from staff control panel).
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This is the maximum matching results Hesk will return when someone searches the knowledgebase.
- -Maximum length (number of chars) of knowledgebase article content that will be displayed in article list when browsing knowledgebase categories.
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- -
Number of (sub)categories to be displayed in table row when browsing knowledgebase.
- -Number of (preview) articles listed in subcategory display.
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Number of popular (most visited) articles shown on help desk index and knowledgebase index pages. Set to 0 to disable listing popular articles.
- -Number of latest (most recently submitted) articles shown on help desk index and knowledgebase index pages. Set to 0 to disable listing latest articles.
- -- - - - - - diff --git a/language/en/help_files/misc.html b/language/en/help_files/misc.html deleted file mode 100644 index 1ddd9c02..00000000 --- a/language/en/help_files/misc.html +++ /dev/null @@ -1,102 +0,0 @@ - - - -
- -
If your server time differs from your local time you can set the time difference here. Examples:
-server time: 12:30, local time: 13:30, set hours to 1 and minutes to 0
-server time: 12:30, local time: 14:45, set hours to 2 and minutes to 15
-server time: 12:30, local time: 09:30, set hours to -3 and minutes to 0
-server time: 12:30, local time: 11:00, set hours to -1 and minutes to -30
ON if your country uses daylight saving time. Set to OFF to disable daylight saving time.
- -Do NOT turn this on if your server already adjusts for daylight saving time!
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This is PHP date syntax for timestamps displayed by Hesk.
- -Use only one space in the syntax (separating date and time), Hesk will use the space to break date and time into two lines!
- -For full syntax to use see PHP date manual. Few examples you can use:
- -| Setting | -Result | -
| Y-m-d H:i:s | -2012-12-31 14:35:53 | -
| d/m/Y H:i:s | -31/12/2012 14:35:53 | -
| m-d-Y H:i:s | -12-31-2012 14:35:53 | -
| j-M-Y H:i:s | -31-Dec-2012 14:35:53 | -
| j-M-Y g:ia | -31-Dec-2012 2:35pm | -
- - - -
- -
If selected a link to admin panel will be displayed on the bottom of your help desk index page.
- -If checked, the Submit a ticket form will show a note (at the bottom) -saying the customer should double-check all the information entered and -that their IP address is being logged for security purposes.
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If checked HESK will show a list of users online in the last X minutes at the bottom of the help desk (in staff interface only).
- -If checked HESK will automatically check for updates whenever you open the settings page.
-For automatic update check to work your server must be connected to the Internet and have either cURL or allow_url_fopen enabled.
-If disabled or required functions are missing, a manual "Check for updates" links will appear.
- -- - - - - -