Support Management/Ticketing Extension?

Looking for an Extension? Have an Extension request? Post your request here for help. (Note: This forum is community supported; while there is an Extensions Development Team, said team does not dedicate itself to handling requests in this forum)
Anti-Spam Guide
Post Reply
Helios7
Registered User
Posts: 76
Joined: Mon Jul 24, 2017 9:44 pm

Support Management/Ticketing Extension?

Post by Helios7 » Wed Feb 06, 2019 4:30 pm

Hello All,

Please let me know if there are any options in PHPBB to setup support ticket management where users can raise private queries as tickets to respective support staff which can be answered?

Requirements:
  1. Around 5 - 10 support staffs with different specialisation.
  2. User raises a ticket to any support staff & staff supports user via replies similar to PHPBB thread.
  3. Users query and support staffs replies are private and cannot be accessed by other users and support staffs except admin.
I thought i can make 5 to 10 forums and allot 1 forum each to support staffs and make them mods to their forums and create numerous sub-forums within these forums and make use of group policy to ensure other users or support staffs dont venture into other private discussions. Once query is closed as resolved, the topic alone gets archived and sub-forum is reused for other users.

But since there is a possibility of 100 to 500 queries per month im worries there needs to be 500 sub-forums (50 sub-forums each in 10 Individual forums and tickets archived every month and sub-fourms reused for newer tickets) which might overload the database.

If it isnt possible on PHPBB, can you suggest a good alternative just for opensource support ticket management.

Thanks.

User avatar
Lumpy Burgertushie
Registered User
Posts: 66026
Joined: Mon May 02, 2005 3:11 am
Contact:

Re: Support Management/Ticketing Extension?

Post by Lumpy Burgertushie » Wed Feb 06, 2019 6:22 pm

phpbb is a discussion/bulletin board not a support ticket software.

having said that, there was an extension for it:
https://www.dmzx-web.net/viewtopic.php?f=49&t=1344

and , of course, you can always find the proper software that was designed for this purpose:

https://duckduckgo.com/?q=open+source+s ... =hj&ia=web

good luck,
rob ert
I am available for custom work on a donation basis. Please send me a PM with your needs.

Premium phpBB 3.2 Styles by PlanetStyles.net

OK, so what's the speed of dark?

nou nou
Registered User
Posts: 287
Joined: Sat Oct 29, 2016 8:08 pm

Re: Support Management/Ticketing Extension?

Post by nou nou » Wed Feb 06, 2019 9:29 pm

Lumpy Burgertushie wrote:
Wed Feb 06, 2019 6:22 pm
phpbb is a discussion/bulletin board not a support ticket software.

Arguably a ticket system is a form of discussion. And while what you're saying is true, I can assure you there are benefits in having a ticketing system fully integrated in a single discussion environment.

The OP's requirements aren't trivial, though, and it sounds like the ticketing is the primary purpose. So in that case it may be warranted to look elsewhere for a dedicated tool.

There is a potentially exciting development going on here: viewtopic.php?f=456&t=2461636

Might be helpful to give some feedback :)

User avatar
kinerity
Community Team Member
Community Team Member
Posts: 2128
Joined: Mon Sep 01, 2014 1:00 am
Location: sudo rm -rf /
Name: Kailey Truscott
Contact:

Re: Support Management/Ticketing Extension?

Post by kinerity » Thu Feb 07, 2019 12:20 pm

nou nou wrote:
Wed Feb 06, 2019 9:29 pm
There is a potentially exciting development going on here: viewtopic.php?f=456&t=2461636
Yes, development is still progressing - albeit a bit slow because of my fire department classes. ;)
Kailey Truscott - Community Team

Helios7
Registered User
Posts: 76
Joined: Mon Jul 24, 2017 9:44 pm

Re: Support Management/Ticketing Extension?

Post by Helios7 » Fri Feb 08, 2019 4:00 pm

Hi All, thanks for your valuable suggestions. I need a CRM type setup but i like phpBB and just trying to check if there can be a one single login where all users both discuss in public (regular threads) and discuss in private with selected senior members.

E.g. Scenario: A private discussions forum >> 10 Senior Members >> User picks a member and creates ticket >> User and senior member alone has a private discussion.

Lets say an user wants to raise an astrological query or education related query or a job related query and discuss with a senior member and discussion involves private information's hence only the senior member and the user can have access to this topic.

Came across an extension Read other's topics Permission and this sounds really suitable for the requirements as we can create one sub-forum for each senior member (e.g. 10 or 20 members) and make these senior members a limited moderator to these sub-forums so they have read and reply only (no moderator power) access and users can post on any one these forums so as a moderator the senior member can read and reply to all topics under his sub-forum and users can also post queries but cant see other users queries nor the senior members can view queries raised on other sub-forums where someone else handles.

I'm just worried if this extension will actually protect user queries and make them private. Those who have used this extension please suggest.
kinerity wrote:
Thu Feb 07, 2019 12:20 pm
nou nou wrote:
Wed Feb 06, 2019 9:29 pm
There is a potentially exciting development going on here: viewtopic.php?f=456&t=2461636
Yes, development is still progressing - albeit a bit slow because of my fire department classes. ;)
Yes, this one does sound interesting, is it similar to a CRM?

Thanks.

User avatar
Lumpy Burgertushie
Registered User
Posts: 66026
Joined: Mon May 02, 2005 3:11 am
Contact:

Re: Support Management/Ticketing Extension?

Post by Lumpy Burgertushie » Fri Feb 08, 2019 4:34 pm

given your example above, the members could simply use the built in Private message system.


robert
I am available for custom work on a donation basis. Please send me a PM with your needs.

Premium phpBB 3.2 Styles by PlanetStyles.net

OK, so what's the speed of dark?

User avatar
kinerity
Community Team Member
Community Team Member
Posts: 2128
Joined: Mon Sep 01, 2014 1:00 am
Location: sudo rm -rf /
Name: Kailey Truscott
Contact:

Re: Support Management/Ticketing Extension?

Post by kinerity » Fri Feb 08, 2019 4:43 pm

Helios7 wrote:
Fri Feb 08, 2019 4:00 pm
Yes, this one does sound interesting, is it similar to a CRM?
I have no idea what CRM is. Based on what you describe though, I don't think it will work for you.
Kailey Truscott - Community Team

Helios7
Registered User
Posts: 76
Joined: Mon Jul 24, 2017 9:44 pm

Re: Support Management/Ticketing Extension?

Post by Helios7 » Fri Feb 08, 2019 6:15 pm

Hi, thanks for your reply.
kinerity wrote:
Fri Feb 08, 2019 4:43 pm
I have no idea what CRM is. Based on what you describe though, I don't think it will work for you.
CRM is a ticketing software which most customer support teams use. Users raise a support ticket (similar to phpbb users), support team (similar to moderators who handle their own forum) replies and ticket gets closed or escalates to another senior member (similar to senior moderator/group moderator who have access to multiple forums) who will close it.

One support member cannot read tickets allotted to other team members unless permitted similarly one user cannot read other users queries, a team of admins will quality check all these tickets.

I can simply use software specifically made for this purpose but users have to visit outside phpbb forum to raise a ticket also senior members have to separately login there to gain access which is just a double work again the requirement is just a support system and not a full CRM so trying to simply use what phpbb has to achieve the goal. :)
Lumpy Burgertushie wrote:
Fri Feb 08, 2019 4:34 pm
given your example above, the members could simply use the built in Private message system.
robert
Nopes, admins cant monitor Private messages hence cant quality check replies made via Private message system.

I'm just trying to find if a private discussion is possible on phpbb where admin alone can read and monitor topics, yes, Private message system is perfect except it missed moderating and archiving option where users cant delete any message so admins can know if the reply was a productive or an abuse.

This extension Read other's topics Permission seems to do the job, just want to know if it actually works perfectly by keeping the discussion private for ever.

Thanks.

Post Reply

Return to “Extension Requests”

Who is online

Users browsing this forum: No registered users and 10 guests