Tickets is a support system solution for XenForo 2 aiming to collate all your helpdesk needs in to one easy to use solution.
Features:
- Allow users to create new tickets in configurable categories. Custom permissions allow you greater control over who can see a ticket and who can respond to them.
- Sophisticated guest support allowing non-users to create tickets and receive responses and notifications from them.
- Guest tickets are protected by a password and this needs to be entered before a ticket can be read.
- Once a guest is authenticated against a ticket, they’re able to view that ticket until their session expires.
- Guests can also view a reduced ticket list when they’re authenticated against multiple tickets similar to how normal users would.
- Got a guest that made a couple tickets but then registered and made some more? All of these can be merged and attached to the user account they created.
- Custom fields allowing you to capture the data you want to receive from your end users.
- Escalations make it easier than ever to automate common and mundane tasks.
- Automatically resolve tickets where the end user hasn’t responded in over two weeks or remind a user via emails or alerts about their open tickets, for example.
- Fine-grain criteria and background processing can open up the door to complex automation rules without massive overhead.
- Default criteria not cutting it? Extend the add-on and add your own with little work.
- Integration with XenForo core functionality.
- End users receive alerts and emails when their tickets get responded to, keeping them in the loop constantly.
- Categories, tickets and even specific users can be watched to get notifications when a ticket (or other event) gets triggered.
- Inline moderation controls to perform bulk actions on tickets.
- Tickets and ticket messages get pushed to the search index letting you quickly dig up old relics.
- Read tracking for guests and users.
- Multiple, custom, states to track the progress of each ticket.
- Predefined responses to keep your staff member tone consistent across messages and tickets. Automatically inject information about the ticket being responded to and its starter, in to the response itself letting you avoid awkward situations.
- Optional and customisable priority selection letting you prioritise user tickets based on the severity. Priorities (and other ticket information) can be changed dynamically with escalations for further automation.
- Simplified layout letting users differentiate between a ticket and thread with ease.
Version 2.1.0 :
Add a basic and optional knowledge base system.
When copying a thread/conversation to a ticket, update BBCode references to point to new attachments.
Implement attachment handling when editing an edited ticket message.
Fix preview link for editing ticket messages.
Add the ability to prune custom field contents after a period of time has elapsed after ticket creation.
More accurately set dates for incoming email tickets.
Add a permission for viewing ticket owner email addresses.
Canonicalise URL in ticket response JS.
Add missing template for category sorting.
Version 2.1.1 :
Add inline moderation support for converting threads to tickets.
Bump ticket title limit to 150 characters.
Drop unused is_expired field.
Version 2.1.2 :
Ensure categories can handle tickets with titles greater than 150 characters.
Fix an issue where some threads would throw an error when being converted to tickets.
Version 2.2.2 :
Fix ticket change thread form not linking to the thread.
Fix ticket discussion thread not displaying ticket tabs bar.
Harden installer and fix possible issues upgrading from XF1, a MySQL 8.0 compatibility issue and duplicate columns.
Fix invite/create ticket notification not working as expected.
Support inviting/creating a ticket and notifying the user anonymously.
Added ticket status/priority/category to escalation criteria.
Version 2.2.5
Ensure last ticket message in ticket list view is anonymized.
Add the ability to automatically set the status of a ticket upon soft-delete.
Version 2.3.0
Add ability to ban specific emails from Ticket system.
Add “shadow ban” feature, by an explicit email list or for tickets which contain too few words.
Add ability to copy ticket user’s email to clipboard, if the visitor can see it.
Add additional filters for showing tickets based on whether they are unassigned, assigned to self or assigned to others.
Fix an issue with BB code rendering when using predefined responses.
Ensure the captcha displays when replying or creating a ticket.
Fix non-functional draft support for new tickets.
Improve behaviour of various input fields whilst using RTL languages.
Version 2.3.1 :
Add support for value pruning for fields that are editable only once.
Force global namespace for functions which are known to be optimizable to bytecode in php, or known global functions to avoid a current namespace lookup for the function.
Implement warnings for ticket messages.
Fix incorrect column definition for match types on ticket fields.
Fix API missing permission check for setting prefix on a ticket.
Fix ticket discussion threads would not correctly attach to a ticket. Installer will resync desync’ed ticket/discussion thread pairs.
Don’t show flash message when rerouting the contact form.
Don’t duplicate captcha display when a guest is creating a ticket.
Version 2.3.4 :
Require Standard Library v1.5.0+, as this implements the template filter replacevalue
Support 64bit xf_ip.ip_id column.
Support linking a ticket category to a resource category.
Add Sort button to ticket priority and status lists.
Add spam cleaner support.
Fixes inactive priorities/statuses could be assigned to a ticket on edit.
Fixes the “Alerts are sent when a ticket transitions to this status” flag was not respected
Fixes editing a ticket’s title to a falsy value.
Version 2.4.0 :
– Support globally watching the ticket queue.
– Support linking a resource item to a ticket category for users that have permission.
– Always notify users watching a ticket for new replies rather than taking into account last read date.
– Improve quick search integration.
– Implement searching within a ticket.
– Implement searching by category.
– Implement searching by status.
– Fix search not searching ticket titles.
– Actually implement inline moderation support for ticket search results.
– Fix incorrect positioning of predefined responses menu when using an RTL language.
Version 2.5.0 :
– If a user is awaiting approval, display any recent tickets they’ve created on the approval queue.
– Display a user’s current user state within a ticket.
– Allow staff users with appropriate permissions to approve / reject users awaiting approval.
– Show a proper error when trying to create knowledge base articles when no categories exist.
– Fix upgrade path from XF1 version of the add-on.
– Fix incorrect phrasing on the batch updating tickets page.
Version 2.5.1 :
– Allow undeleting ticket messages.
– Harden permission checking around deleted guest tickets.
Version 2.6.4 :
- Fix possible error when using XenForo Enhanced Search and searching with status IDs.
- Add indexes to ticket table to reduce query time when viewing list of tickets.
- Add missing phrase in watched category emails.
- Improve formatting of spam-trigger logs for a user/email when displayed on a ticket.
- Add “Allow images”/”Allow embedded media” ticket permissions. These permissions apply to a user’s ticket even after it is posted.
