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Documentation

Akeeba Ticket System for Joomla!™ 4

Nicholas K. Dionysopoulos

Akeeba Ltd

Permission is granted to copy, distribute and/or modify this document under the terms of the GNU Free Documentation License, Version 1.3 or any later version published by the Free Software Foundation; with no Invariant Sections, no Front-Cover Texts, and no Back-Cover Texts. A copy of the license can be found on-line at http://www.gnu.org/licenses/fdl.html.

Abstract

This book covers the use of the Akeeba Ticket System component which allows you to easily create a support ticket system area in your Joomla!™-powered web site.


Table of Contents

I. User's Guide
1. Introduction and installation
Introduction to Akeeba Ticket System
Requirements and compatibility
Migration notes
Migration from Akeeba Ticket System 2.x or 3.x to 5.x
Migrating from Akeeba Ticket System 4.x to 5.x
Installing Akeeba Ticket System
Installing or manually updating the component
Install from URL
Upload and install.
Upgrading from Core to Professional
Automatic updates
Troubleshooting the update
Addressing server issues
Check the validity of your Download ID
Check your subscription status
Multiple Professional edition Akeeba extensions with different Download IDs
Entering or changing your Download ID after an update is available
Updates are showing after installing the latest version
Updates not showing despite having an older version
Check the update site
Refresh the update cache
Miscellaneous troubleshooting and information
The update fails to download
Updating with a third party service fails
Manual update
Update installation problems
Entering your Download ID
Requesting support and reporting bugs
Uninstallation
2. Overview and Quick Setup
Overview
Quick Setup
3. Deep dive into advanced features
Permissions
Configuring Joomla's WYSIWYG editor (TinyMCE)
In-line images
Attachments
User custom fields
Avatar (profile image)
Country
Custom fields
Custom fields in Categories
Custom fields in Tickets
Support staff–only fields
Client–only fields
Conditional fields (or how to ask clients for additional information)
Replacing the geolocation field
Tags
Support staff–only tags
Nested Categories
InstantSearch
Smart Search menu items
External search engine
Guest tickets
Receiving emails
The plugin options
Integrating with GMail / G Suite
Initial Configuration
Troubleshooting
Frequently asked questions
Customising the frontend layout
Component view template overrides
Custom fields in view template overrides
Layout overrides
Module view template overrides
Media (CSS, JavaScript and image) overrides
Language overrides
Custom module positions in the front-end
CRON jobs to set the ticket system offline
4. The Component
The Control Panel page
Component Options
Common
Frontend
Categories View
Tickets view
InstantSearch
Attachments
Security
Automation
Permissions
Categories
Tickets
Editing a ticket
Canned Replies
Email Templates
Allowed variables in e-mails
Auto–replies
The menu item types
5. The plugins
The “ats” plugins
Automatically close old tickets
Automatic replies
Delete Manager Notes on ticket close / unpublish
Fetch email
Remove Obsolete Attachments
The “actionlog” plugins
Action Log plugin
The “console” plugins
Akeeba Ticket System
The “content” plugins
Akeeba Ticket System Custom Fields Show–on Behavior
The “editors-xtd” plugins
Akeeba Ticket System Canned Replies
The “finder” plugins
Akeeba Ticket System
The “user” plugins
Akeeba Ticket System
6. The modules
Administrator modules
Ticket Graphs
Ticket Stats
Site modules
Tickets info
7. Automation and CRON scripts
CLI script for CRON jobs
URL for CRON jobs
CRON commands
II. Appendices
A. GNU Free Documentation License