RSTickets! Pro is a Joomla extension that provides a help desk ticketing system. It allows customers to submit support tickets without logging in and it stores additional information about each ticket like the customer's IP and browser. Tickets can be managed from both the backend and frontend. Staff can track performance by viewing ticket ratings and history logs. The system supports automatic ticket assignment, custom ticket fields, and an integrated knowledgebase for articles.

1. Joomla!® HelpDesk Ticketing System - RSTickets!Pro 3/17/13 6:12 AM
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Joomla!® HelpDesk Ticketing System - RSTickets!Pro
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Overview Features & Benefits Plugins Modules Screenshots Technical Specifications
Download
Documentation
Receive support requests from customers
Customers can submit support requests without being logged in - they just need to fill in Joomla! 2.5 Demo
their name and email address. After successfully submitting the information, an account is
automatically created for them and the credentials are sent to the email address supplied.
Along with each ticket additional information is stored about the customer - IP, Browser Joomla! 2.5 Admin Demo
used, referer and whether he was logged in or not.
Joomla! 1.5 Demo
Joomla! 1.5 Admin Demo
Manage tickets from the backend as well as the frontend
Testimonials
Tickets can be managed from the backend as well as the frontend. You can flag important
tickets for follow-up without having to refresh the page, using AJAX-driven requests, just bizetools
like you would flag your emails in Google or Yahoo! Mail.
I integrated the RsTicketsPro
Internal notes can be set for each ticket - customers will not see them, only staff members plugin into my system and was
will. You can create custom searches and save them for later use - by using predefined really impressed with the
searches you can display tickets the way you want (for example, by using a combination of quality and ease of use. The
filters you can quickly list all high priority tickets from specific departments). flexibility is exactly what I
needed. I had a few questions
and the support was excellent.
Well done!! Highly
recommended.
Assign custom fields to departments
Each department can have its own set of custom fields - this way you can receive valid and
relevant information for the selected department. Custom field types include custom
HTML (so you can add inline HTML code without having to modify any files) and a popup
calendar; the popup calendar allows you to specify the time as well. Tooltips can be
applied to each field, as well as custom validation messages and default values.
Track the performance of your staff members
After a ticket has been marked as closed, customers can rate the staff member's responses
by using an AJAX-powered rating system. Customers can close or re-open their own tickets.
There's also a history log available assigned to each ticket - this way you can efficiently
track who opened the ticket and when.
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2. Joomla!® HelpDesk Ticketing System - RSTickets!Pro 3/17/13 6:12 AM
Increase workflow with automatic ticket assignment
RSTickets! Pro introduces load-balancing when assigning tickets to staff members - departments can be set to assign tickets either
static (ie manually assigned by an administrator) or automatic. The automatic setting checks for the staff member with the least
amount of open tickets and assigns it to him. The staff member can be automatically notified by email that a new ticket has arrived.
Other email addresses can be notified as well by adding them in the department settings.
Custom priorities and statuses
By default, RSTickets! Pro uses three types of priorities (low, normal, high) as well as three types of statuses (open, on-hold, closed).
Priorities can be unpublished, removed and modified as you wish - you can even set a specified color on a priority so that tickets that
arrived can be highlighted in that color (eg. you can set a red color for "high" and all high-priority tickets will have a red background).
You can add other priorities as well. On the other hand, the default statuses cannot be unpublished or removed - they are vital to the
proper working of RSTickets! Pro (newly submitted tickets or replied by a customer are automatically set to "Open", tickets replied by
staff members are set to "On-hold" and closed tickets are obviously set to "Closed"). You can add an unlimited number of statuses on
top of the three default ones.
Dashboard
You can now offer your customers a landing page where they can quickly access all areas
of your customer support - add new tickets, search them, view their own tickets or search
the knowledgebase. The knowledgebase search is AJAX-driven and presents results on-
the-fly enhancing the user's experience. The dashboard can also be used for staff members
as well.
Integrated Knowledgebase
The Knowledgebase is a storage place for articles - for example, frequently asked
questions. The advantage of using the Knowledgebase is that it's easy to reach and search
when using the Dashboard. There's also a search box available when you reply to a ticket,
so that you can quickly select a message that's already in the Knowledgebase. Categories
provide an unlimited number of nesting levels, meta tags and an icon which is shown in
the frontend. Categories and articles can be set to private so that they will only appear to
staff members.
Tickets can be converted to articles either manually or automatically - RSTickets! Pro offers a way to build custom rules so that a
ticket can be converted with just one click.
Customize email messages
Every message that RSTickets! Pro sends can be customized using your favorite WYSIWYG editor - you don't have to edit any files or
hack any code, it's as simple as editing an article. Emails have built-in multi-language support (without the need of 3rd party
components such as Joom!Fish) - just select the language you wish to edit the messages.
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3. Joomla!® HelpDesk Ticketing System - RSTickets!Pro 3/17/13 6:12 AM
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