Helpdesk Platform is a comprehensive support ticket system plugin for Premium URL Shortener that allows users to create support tickets and administrators to manage and respond to them efficiently.

This documentation covers how to install, configure, and use all features of the Helpdesk Platform plugin. If you encounter any issues or need help, please contact us.

License

Two types of license are available: Regular or Extended. If you are using Premium URL Shortener for multiple websites, you must buy a license for each of them.

Items purchased under a Regular or Extended License may NOT be redistributed or resold "as-is" or as part of any other collection of image resources or files. You do not own the software but simply own a license to operate it therefore the author of this item has full rights on this item.

Regular License Examples (from Envato)

Use, by you or one client, in a single end product which end users are not charged for. The total price includes the item price and a buyer fee. The Regular License could be used for the following:

• Single website (commercial, personal, or non-profit).
• Single website for a client (commercial, personal, or non-profit).
• Single intranet site project.

Extended License Examples (from Envato)

Use, by you or one client, in a single end product which end users can be charged for. The total price includes the item price and a buyer fee. The Extended License could be used for any of the following:

• An online service where the file can be displayed on multiple users' pages.
• Part of a software package for sale such as SaaS.

Installation

The Helpdesk Platform plugin can be installed through the Premium URL Shortener admin panel. Follow these steps to install the plugin:

Using the Plugin Manager

1. Log in to your Premium URL Shortener admin panel
2. Navigate to Admin Panel Plugins All Plugins
3. Click on the Upload button
4. Select the helpdesk plugin ZIP file
5. Once uploaded, click on the three dots next to the plugin and select Activate
6. The plugin will automatically create the necessary database tables and configuration

If you are having trouble installing, we offer installation services for regular hosts with a control panel like cPanel and VPS.

Requirements

The Helpdesk Platform plugin requires Premium URL Shortener to be installed and running. Please ensure you meet the following requirements:

Premium URL Shortener	Version 7.0 or higher
PHP	Version 8.2+
Database	MySQL 5.7+ or MariaDB 11.0+

Upgrading

Please note that if you have customized the plugin's core files and you proceed to upgrade, your changes will be lost.

To upgrade the Helpdesk Platform plugin:

1. Backup your database and files
2. Go to Admin Panel Plugins All Plugins
3. Click on the three dots next to the Helpdesk Platform plugin
4. Select Deactivate (optional, but recommended)
5. Upload the new version of the plugin ZIP file
6. The plugin will automatically update the database schema if needed
7. Reactivate the plugin if you deactivated it

It is strongly recommended to backup your files and database regularly as in rare occasions an update might not work with your server configuration and you need to roll back.

Ticket Management

The Helpdesk Platform provides a comprehensive ticket management system that allows users to create support tickets and administrators to manage them efficiently.

Ticket Statuses

Each ticket can have one of the following statuses:

• Open - Newly created ticket that requires attention
• Pending - Ticket is waiting for user response or additional information
• Resolved - Ticket has been resolved but not yet closed
• Closed - Ticket is closed and no longer active

Ticket Priorities

Tickets can be assigned different priority levels to help manage workload:

• Low - General inquiries that can be handled during normal business hours
• Medium - Standard support requests
• High - Important issues that require prompt attention
• Urgent - Critical issues that need immediate attention

Ticket Assignment

Administrators can assign tickets to specific support agents. When auto-assignment is enabled in settings, new tickets are automatically assigned to the default admin user. You can manually reassign tickets to any admin user from the ticket view page.

Ticket Filtering

The admin ticket list supports advanced filtering by:

• Status (Open, Pending, Resolved, Closed)
• Priority (Low, Medium, High, Urgent)
• Category
• Assigned Agent
• Date Range
• Search (Subject, Description, Username, Email)

Categories

Categories help organize tickets into different departments or topics. You can create custom categories to better manage your support tickets.

Creating Categories

1. Go to Admin Panel Helpdesk Platform Categories
2. Click on Add New Category
3. Enter the category name, slug, and description
4. Choose a color for the category (used for visual identification)
5. Set the sort order (lower numbers appear first)
6. Click Save

Managing Categories

You can edit or delete categories at any time. When deleting a category, tickets assigned to that category will have their category removed but will remain in the system.

Custom Fields

Custom fields allow you to collect additional information from users when they create tickets. This helps you gather specific details relevant to your support process.

Field Types

The plugin supports the following custom field types:

• Text - Single line text input
• Textarea - Multi-line text input
• Select - Dropdown selection
• Checkbox - Multiple checkbox options
• Radio - Radio button selection

Creating Custom Fields

1. Go to Admin Panel Helpdesk Platform Custom Fields
2. Click on Add New Field
3. Enter the field name and slug
4. Select the field type
5. For Select, Checkbox, and Radio types, enter options (one per line)
6. Mark the field as required if users must fill it
7. Set the sort order
8. Click Save

Saved Replies

Saved replies allow administrators to quickly insert pre-written responses to common questions or issues. This significantly speeds up response times and ensures consistency.

Creating Saved Replies

1. Go to Admin Panel Helpdesk Platform Saved Replies
2. Click on Manage Saved Replies
3. Click on Add New Reply
4. Enter a title for the saved reply
5. Enter the reply content (supports HTML formatting)
6. Optionally assign it to a category for easier organization
7. Click Save

Using Saved Replies

When replying to a ticket in the admin panel, you can:

• Click on the Saved Replies dropdown to view all saved replies
• Select a saved reply to insert it into the reply editor
• Edit the content before sending if needed

AI Integration

The Helpdesk Platform includes powerful AI integration using OpenAI's API to help administrators generate professional responses, rewrite text, and summarize ticket content.

Setting Up OpenAI

1. Go to Admin Panel Helpdesk Platform Settings
2. Navigate to the AI Integration tab
3. Enable OpenAI integration
4. Enter your OpenAI API key (you can get one from OpenAI Platform)
5. Select the default model (e.g., gpt-4o-mini, gpt-4, gpt-3.5-turbo)
6. Set the maximum tokens for responses
7. Click Save Settings

AI Features

The plugin offers several AI-powered features:

Generate Reply

Automatically generate professional replies based on the ticket context. The AI analyzes the ticket description, user information, and previous replies to create an appropriate response.

AI Rewrite

Select text in your reply and use the AI Rewrite feature to improve clarity, professionalism, or tone. Available modes:

• Rewrite - Improve the text while maintaining meaning
• Expand - Add more detail and context
• Proofread - Correct spelling, grammar, and style

Summarize

Generate concise summaries of ticket descriptions or replies to quickly understand the key points.

Custom AI Models

You can create and train custom OpenAI models for your specific use case:

1. Go to Admin Panel Helpdesk Platform AI Models
2. Click on Add New Model
3. Enter the model name and description
4. Provide the training data URL (if using fine-tuning)
5. Select the base model
6. Click Save and then Train Model

Custom models require OpenAI fine-tuning API access and training data. Please refer to OpenAI's fine-tuning documentation for more information.

Email Notifications

The Helpdesk Platform can send email notifications to users and administrators for various ticket events. This ensures everyone stays informed about ticket updates.

Notification Types

The following notifications can be sent:

• New Ticket - Sent to administrators when a user creates a new ticket
• New Reply - Sent to users when an administrator replies to their ticket
• Ticket Resolved - Sent to users when their ticket is marked as resolved
• Ticket Closed - Sent to users when their ticket is closed

Configuring Notifications

1. Go to Admin Panel Helpdesk Platform Settings
2. Navigate to the Email Notifications tab
3. Enable or disable each notification type
4. Set the admin email address for new ticket notifications
5. Click Save Settings

Email Templates

You can customize the email templates for each notification type:

1. Go to Admin Panel Helpdesk Platform Settings
2. Navigate to the Email Templates tab
3. Edit the subject and body for each notification type
4. Use the following placeholders in templates:
   • {ticket_id} - Ticket ID number
   • {subject} - Ticket subject
   • {user_name} - User's name or username
   • {user_email} - User's email address
   • {admin_name} - Admin's name or username
   • {ticket_url} - Direct link to the ticket
   • {site_name} - Your site name
5. Click Save Settings

Attachments

Users and administrators can attach files to tickets and replies to provide additional context or documentation.

Attachment Settings

Configure attachment settings in the plugin settings:

• Maximum Attachments - Maximum number of files that can be attached per ticket/reply
• Maximum File Size - Maximum file size in MB

Allowed File Types

The following file types are allowed:

• Images: JPG, JPEG, PNG, GIF
• Documents: PDF, TXT

File uploads are validated for both extension and MIME type to ensure security. Invalid files will be rejected.

Ticket Ratings

Users can rate their support experience after a ticket is resolved or closed. This helps you measure customer satisfaction and improve your support quality.

Rating System

The rating system uses a 5-star scale:

• 1 star - Very poor
• 2 stars - Poor
• 3 stars - Average
• 4 stars - Good
• 5 stars - Excellent

Enabling Ratings

1. Go to Admin Panel Helpdesk Platform Settings
2. Navigate to the General tab
3. Enable "Support Rating Enabled"
4. Click Save Settings

Once enabled, users will see a rating form when viewing resolved or closed tickets. They can rate the support experience and optionally leave a comment.

Dashboard & Analytics

The admin dashboard provides a comprehensive overview of your support ticket system with statistics and analytics.

Dashboard Statistics

The dashboard displays:

• Total tickets count
• Tickets by status (Open, Pending, Resolved, Closed)
• Tickets by priority (Urgent, High, Medium, Low)
• Recent tickets
• Ticket trends over the last 30 days
• Average response time
• Average resolution time

Exporting Data

You can export dashboard statistics and ticket data:

1. Go to the Helpdesk Dashboard
2. Click on the Export button
3. Select the date range and data to export
4. Choose the export format (CSV or JSON)
5. Click Export

Contact Messages

The plugin can capture contact form submissions and convert them into support tickets or store them as contact messages.

Enabling Contact Capture

1. Go to Admin Panel Helpdesk Platform Settings
2. Navigate to the Advanced tab
3. Enable "Capture Contact Form Messages"
4. Click Save Settings

Managing Contact Messages

View and respond to contact messages:

1. Go to Admin Panel Helpdesk Platform Contact Messages
2. View all contact form submissions
3. Click on a message to view details
4. Respond directly via email or convert to a support ticket

Creating Tickets (User)

Users can create support tickets from their dashboard to get help with issues or questions.

How to Create a Ticket

1. Log in to your account
2. Navigate to Support Tickets from the user menu
3. Click on Create New Ticket
4. Fill in the ticket form:
   • Select a category (if categories are enabled)
   • Enter a subject
   • Enter a detailed description
   • Select priority (Low, Medium, High, Urgent)
   • Fill in any custom fields (if configured)
   • Attach files if needed (up to the configured limit)
5. Click Submit Ticket

Viewing Your Tickets

After creating a ticket, you can:

• View all your tickets from the Support Tickets page
• See ticket status, priority, and last reply time
• Click on a ticket to view details and conversation

Replying to Tickets (User)

Users can reply to tickets to provide additional information or respond to administrator questions.

How to Reply

1. Go to your Support Tickets page
2. Click on the ticket you want to reply to
3. Scroll to the reply section at the bottom
4. Enter your message (supports rich text formatting)
5. Attach files if needed
6. Click Send Reply

If a ticket is closed, you cannot reply to it. You will need to create a new ticket for further assistance.

Rating Support (User)

After a ticket is resolved or closed, users can rate their support experience.

How to Rate

1. Go to your Support Tickets page
2. Open a resolved or closed ticket
3. Scroll to the rating section
4. Select a rating (1-5 stars)
5. Optionally leave a comment
6. Click Submit Rating

You can only rate a ticket once. If you've already rated a ticket, the rating form will not appear.

Admin Dashboard

The admin dashboard provides a comprehensive overview of your support system with real-time statistics and quick access to important tickets.

Dashboard Overview

The dashboard displays:

• Total tickets count
• Open tickets requiring attention
• Pending tickets waiting for user response
• Resolved and closed tickets
• Priority breakdown (Urgent, High, Medium, Low)
• Recent tickets list
• Ticket trends chart

Urgent Tickets

The dashboard highlights urgent tickets that require immediate attention. You can quickly access these tickets from the dashboard.

Managing Tickets (Admin)

Administrators have full control over ticket management with advanced features for efficient support handling.

Viewing Tickets

1. Go to Admin Panel Helpdesk Platform Tickets
2. Use filters to find specific tickets
3. Click on a ticket to view details and conversation

Replying to Tickets

1. Open the ticket you want to reply to
2. Scroll to the reply section
3. Enter your reply (supports rich text formatting)
4. Use saved replies for quick responses
5. Use AI features to generate or improve replies
6. Attach files if needed
7. Choose an action:
   • Send - Send reply and keep ticket status
   • Send & Mark Pending - Send reply and set status to pending
   • Send & Resolve - Send reply and mark as resolved
   • Send & Close - Send reply and close ticket
8. Click the appropriate button

Updating Tickets

You can update ticket properties directly from the ticket view:

• Status - Change ticket status (Open, Pending, Resolved, Closed)
• Priority - Update priority level
• Category - Assign or change category
• Assignment - Assign ticket to a specific admin

Deleting Tickets

Administrators can delete tickets when necessary:

1. Open the ticket you want to delete
2. Click on the Delete button
3. Confirm the deletion

Deleting a ticket will permanently remove the ticket, all replies, attachments, and ratings. This action cannot be undone.

Bulk Actions

Administrators can perform bulk actions on multiple tickets at once to save time and improve efficiency.

Using Bulk Actions

1. Go to the Tickets page
2. Select tickets using the checkboxes
3. Choose an action from the bulk actions dropdown:
   • Close - Close selected tickets
   • Open - Reopen closed tickets
   • Mark Pending - Set status to pending
   • Set Priority - Update priority (Urgent, High, Medium, Low)
   • Delete - Delete selected tickets
4. Click Apply

Bulk actions are applied immediately. Be careful when selecting tickets for bulk deletion.

Settings

The plugin settings allow you to configure all aspects of the helpdesk system.

General Settings

Configure basic plugin settings:

• Support Enabled - Enable or disable the support system
• Auto Assign - Automatically assign new tickets to default admin
• Maximum Attachments - Maximum number of files per ticket/reply
• Attachment Size - Maximum file size in MB
• Rating Enabled - Enable ticket rating system
• SLA Hours - Service Level Agreement target hours
• Auto Close Days - Automatically close resolved tickets after X days

Email Settings

Configure email notification preferences:

• Email Notifications - Enable/disable email notifications
• Admin Email - Email address for new ticket notifications
• Notify New Tickets - Send email when new ticket is created
• Notify Replies - Send email when ticket is replied to
• Notify Resolved - Send email when ticket is resolved
• Notify Closed - Send email when ticket is closed

AI Settings

Configure OpenAI integration:

• OpenAI Enabled - Enable AI features
• API Key - Your OpenAI API key
• Model - Default OpenAI model to use
• Max Tokens - Maximum tokens for AI responses

Advanced Settings

Configure advanced options:

• Capture Contact Form - Capture contact form submissions

All settings are saved immediately when you click Save Settings. Changes take effect right away.