JTag HelpDesk Pro

JTAG Ticketing Helpdesk Pro System is a help desk ticketing system which will help you to setup internet based ticketing system on your Joomla site.

There are exist three versions Jtag HelpDesk system. Full comparison features list between Basic, Pro and Commerce you can check there

The component comes with the following features:

Ticket Management

• Submit a tickets from WEB frontend
• Modify, closed and re-open tickets
• Create ticket categories. For example, you can have tickets category for sales, tech support etc.
• Create ticket by sending email to a predefined email address
• Work with tickets using desktop or webmail systems such as Outlook or Gmail without logging on to your Joomla site.
• Use Cron to schedule email processing
• Assign tickets to a single user or to many users.
• Attach images, docs and other files to ticket
• Search through tickets
• Extended search through tickets
• Dashboard for system manager
• Create Knowledge base articles from tickets
• Email notification when a ticket has been processed
  

Knowledge Base

• Create knowledge base using the answers provided to a ticket
• Edit the knowledge base text with rich text editor
• Search through Knowledge Base

Core System

• Extended Configuration Manager
• User Manager
• Organization Manager
• Permission Manager
• Category Manager
• Ticket Viewer
• Create different user groups with different rights
• Manage users from frontend and backend
• User rights Manager to manage user rights
• Database Maintenance
• The use of WYSIWYG text editor for writing and replying tickets. You also have BBCode, or plain text editor
• Support multiple ticket categories
• Assign Managers to each category
• Support the ability to escalate ticket based on the elapse time
  

Cron

• Possibility to setup Cron link to auto check new tickets
• Possibility to setup Cron link to track elapse time on opened tickets
• Extended Configuration Manager

Configuration manager

• Set HelpDesk name
• Set language
• Possibility to set Date Format
• Possibility to set Message Box Editor
• Possibility to set Message Box size
• Possibility to set number of tickets per page
• Possibility to set Highlighting characters on new tickets
• Possibility to set default ticket text
• Possibility to set default user organization
• Possibility to set VirtueMart payment status for created tickets
• Possibility allow only registered user access to Helpdesk
• Possibility to auto import users from Joomla to Helpdesk
• Possibility to set default user group
• Possibility to set agreement before tickets processing
• Possibility to notify users with email
• Possibility to set audit time
• Possibility to write/show email processing log
• Possibility to show/hide links for check/audit tickets trough email

Organization Manager

• Possibility to add organization to helpDesk
• Possibility to edit/remove organization

User Manager

• Possibility to add users to helpDesk
• Possibility to edit/remove user
• Possibility to set user group/organization

Permission Manager

• Possibility to set permission for a user group to work with only some ticket group
• Possibility to set permission for create, edit, remove ... tickets

Category Manager

• Create/remove ticket category
• Setup category to work with tickets opened via email
• Set email notification while processing tickets
• Notify user if not a registered user
• Configure to handle messages without Ticket ID
• Notify user for email without Ticket ID
• Set ticket priority
• Connect support staff to a ticket group
• Connect audit manager to a ticket group
• Set image to this ticket group

Email

• Send notification through email
• Create tickets through email
• Reply to tickets through email
• Attach files to email
• Audit tickets through email

Frontend Manager

• Create/reply/close/reopen tickets
• Assign ticket to a users
• Move ticket to Knowledge base
• Edit Knowledge base
• Search ticket
• Extend search ticket
• Attach files to ticket
• Add users to Helpdesk

You can check how all work from demo site frontend and demo site admin. Login and password: demo/demo

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