The Support Helpdesk is divided into 3 areas:

- admin area:
The admin area can be accessed via admin.php.
Once logged in, the admin can:
- Change config settings (the config file needs to be chmod, in order to be witeable by the webserver user)
- Change emails content
- Change pipe emails content
- Create database backups
- Add/edit/delete announcements
- Add/edit/delete users
- Add/edit/delete staff members
- Edit Admin profile (change password, email, ...)
- Display installed modules
- Search Tickets
- Search Users
- View Stats (TOP 10 & general ones)
- Add/edit/delete Tickets
- Add/edit/delete Notes
- Add/edit/delete Categories
- Add/edit/delete Priorities
- View/delete Attachments


- user area:
The user area can be accessed via index.php.
Anyone can register an account, which is useable right away.
If the user forgot his password, he can use the "password recovery" feature, which will send him
an email with further details.
Once logged in, the user can:
- Edit his profile settings (such as his contact email, password, ...)
- Create a new ticket (select category & priority / add attachments)
- Access his open tickets (view staff replies and add new notes / attachments to a ticket)
- Access his closed tickets (view & reopen them)


- staff area:
The staff area can be accessed via staff.php.
Staff accounts have to be setup by the admin.
Once logged in, the staff member can:
- Edit his profile (change password, email, (un-)subscribe to categories, ...)
- Search Tickets
- Search Users
- View closed tickets
- View new tickets (tickets, which no staff member claimed, yet)
- View user updated tickets for logged in staff member
- View user updated tickets for all staff members
- View open tickets for logged in staff member (claimed tickets, which aren't closed yet)
- View open tickets for all staff members (claimed tickets, which aren't closed yet)
- View staff updated tickets (tickets, where a staff member replied last to)
- View tickets to-be-closed (tickets, where a user selected the "Can be closed" checkbox)
- Add notes & attachments to all above tickets related parts

 

II. Workflow examples
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User submits a ticket from his helpdesk account:
- an email gets sent out to all staff members, who have subscribed to the tickets category and who have set the
"receive email" option in their profile
- if the priority of the ticket is a "send-alert" one, then all staff members receive an email, no matter if they are
subscribed to the category, or if they have selected not to receive emails in their profile
- any staff member can "claim" the new ticket, which then gets changed from "open" to "assigned" to that staff member,
once a staff member claims the ticket, the user gets a notification email, that a staff member is looking into his
request
- the user and all staff members can now add notes to the ticket
- if the user adds a note to it, then the staff member, who "claimed" the ticket, receives a notification email
- if a staff member adds a note to it, then the user receives a notification email, unless it's a "staff-2-staff" note, then
the staff member, who claimed the ticket, gets a notification email
- user & staff members can also add attachments to the ticket
- once the issue is resolved, the user can check the "Can the ticket be closed?" checkbox
- or the staff member can simply close the ticket

- once a ticket is closed, no more notes nor attachments can be added to it
- the user and the staff members can "reopen" a closed ticket, though

if the email pipe is setup:
- user sends an email to the pipe address
- if the email exists in the user database, then the ticket gets added to his account and the user receives an email
with further details on how to proceed
- if the email is unknown, then a new account gets created for that user, where his email gets the accounts username
and a random password gets created, as well as a new ticket gets created and assigned to the new account.
The user will receive 2 emails, one with his helpdesk account login details and one with his ticket info.
- the user can add follow-up emails to the ticket, by adding the ticket ID in the subject line of the email, which HAS to be
of the following structure: [#ID]
where "ID" gets replaced with the ticket number.
- if an email couldn't be converted into a ticket or add-on note, then the user will receive an email with further details

- staff members will see those mail'ed requests as normal tickets and can proceed as with any other ticket.