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TrueSupport – Support Tickets System & Knowledge Base

TrueSupport – Support Tickets System & Knowledge Base

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TrueSupport – Support Tickets System & Knowledge Base

TrueSupport – Support Tickets System & Knowledge Base Review

Introduction
TrueSupport is an innovative online support ticket system, designed exclusively for support tickets and knowledge bases. It offers a user-friendly interface that allows users to register to the portal and create support requests for their tickets. Additionally, the system provides a facility to search for articles added by admins, which helps clients know more about the product or service.

Live Demo
Before purchasing, potential users can try TrueSupport’s live demo to experience its features firsthand. The demo is available at https://www.truesupport.truecoder.in, with login credentials provided:

  • Customer Login: username: joedoe@truecoder.in, password: Joedoe@123
  • Admin Login – Super Admin: username: admin@truecoder.in, password: Admin@123
  • Admin Login – Support Manager: username: ancydoe@truecoder.in, password: Ancydoe@123
  • Admin Login – Support Agent: username: janedoe@truecoder.in, password: Janedoe@123

Features
TrueSupport offers a range of impressive features, including:

  1. Application Features:
    • Built with the CodeIgniter framework
    • Fully AJAX-based system
    • User-friendly interface and interaction
    • Neatly written and commented code
    • Multilingual support
    • Well-documented
  2. Design & Interface:
    • Neat and clean design
    • Built with Bootstrap CSS framework
    • Fully responsive
    • SCSS files included
    • User-friendly admin interface with a modern outlook
    • Neat email template
  3. Authentication & Security:
    • User login, forgot password, and reset password options
    • Reset password link sent to user email
    • User registration and activation
    • Activation code sent to user email
    • User dashboard
    • Totally secured system (SQL injection, XSS, CSRF)
    • User profile, change password, and update profile image

Knowledge Base

  1. List of articles separated by categories
  2. Manage articles and categories
  3. Articles and categories position ordering by drag-and-drop
  4. Search suggestions on search article in frontend
  5. Filter articles in admin side
  6. Option to vote articles in frontend

Tickets

  1. List of tickets separated by categories
  2. User can submit tickets
  3. User can attach file with ticket
  4. User can list and filter submitted tickets
  5. User can view and reply to tickets
  6. Admin and Support Manager can assign tickets to Support Agents
  7. Drag-and-drop option for keeping order of ticket categories
  8. Admin users can reply to tickets based on assigned tickets
  9. Option to update ticket status

Users

  1. Option to manage users to specific roles
  2. Option to block/unblock users to accessing site
  3. User-based permissions, which gives special permission to admin users rather than role-based permission

Settings

  1. Site settings for updating site-related information (e.g., name, logo, and more)
  2. Social media settings for updating social media links
  3. SEO settings for updating basic SEO information
  4. Role-based permission for allocating permission to specific roles
  5. App settings for basic app configuration
  6. Email settings and email templates

Change Log
Version 1.2 – 02/08/2020:

  • Bug fixing and improvements
  • Email piping
  • RTL support

Version 1.1 – 12/04/2020:

  • Bug fixing and improvements
  • Added Email Settings
  • Added Email Templates

Version 1.0 – 05/02/2020:

  • Initial Release

Score: 4
TrueSupport is a powerful and feature-rich online support ticket system and knowledge base. Its user-friendly interface, multilingual support, and well-documented code make it an attractive option for businesses and developers. While it has its strengths, there is still room for improvement in the realm of customization and compatibility. Overall, TrueSupport is a solid choice for anyone looking for a robust support ticket system and knowledge base.

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Introduction to TrueSupport - Support Tickets System and Knowledge Base

TrueSupport is a comprehensive support and knowledge base system designed to help you manage customer tickets, FAQs, and help documentation efficiently. With this system, you can improve customer satisfaction, reduce repetitive questions, and streamline internal communication. In this tutorial, we will guide you through the steps to successfully use TrueSupport's support tickets system and knowledge base.

Getting Started

To start using TrueSupport, you need to navigate to the TrueSupport homepage and sign in with your credentials. Once you sign in, you will have access to the dashboard that provides an overview of active tickets, new tickets, and closed tickets.

Section 1: Overview of the Support Tickets System

In this section, we will cover the functionality of the support tickets system.

  1. Navigating the Ticket List: The ticket list provides you with an overview of the tickets, including the timestamp, ticket ID, sender, and subject. The list can be filtered according to your preferences, which helps you quickly locate and manage tickets.
  2. Viewing and Answering Tickets: To open a ticket, click the ticket ID or subject line. You will be able to view the ticket summary, the customer's comments, and any attachments.

Section 2: Creating and Managing Tickets

In this section, you will learn how to create and manage tickets.

Creating a New Ticket

  1. Click the green "Create New Ticket" button in the top-left corner of the dashboard.

Step-by-Step Action

  1. Fill the "Create New Ticket Form" with the required ticket information:
    • Ticket subject
    • Ticket category
    • Ticket description
    • Attachments (optional): Add attachments to support and provide relevant information.
      1. Click on the "Create Ticket Button"

Section 3: Responding to Existing Tickets

In this section, we will cover step-by-step instructions on answering and managing existing tickets effectively.

  1. Checking Ticket Updates: Regular check the "Ticket Updates " tab in the ticket. Here you can see important information like the customer updates, your agents updates and the ticket.
  2. Answer to a Ticket: Click into the "Answer" reply section below the ticket thread and provide a detailed help response to clear the query.
  3. Resolving a ticket: You can resolve this ticket in the "Summary" or "Ticket Body" field. Click

Section 4: Knowledge Base Management

A comprehensive knowledge base is included in the TrueSupport package. Here will cover step-by-step installation and basic usage.

Creating a new Article 1 Create New Article Article name HTML Content: Add the basic structure for your article you can include Headers Paragraphs or any kind of content within your text. File Uploads: Attach or upload related files, so your user can access these files.

  • Preview: Before you save create your Article.

Section 5: Searching and Archiving Tickets

In This section we will cover in detail on how to optimize the use of True Support's search & archiving features.

search for specific tickets by title, body, or attached files, you can simply use the simple search.

Here is a complete settings example for TrueSupport - Support Tickets System & Knowledge Base:

GENERAL SETTINGS

TP_SUPPORTED_LANGUAGES= ["en", "de", "fr", "es"]
TP_TIME_ZONE="America/New_York"
TP_DATE_FORMAT="Y-m-d H:i:s"
TP_LANGUAGE_LOCALE="en_US.UTF-8"
TP_PAGINATION_LIMIT=100
TP_SEARCH_MAX Results=50

SMTP SETTINGS

TP_SMTP_MAIL_HOST="smtp.gmail.com"
TP_SMTP_MAIL_PORT=587
TP_SMTP_MAIL_USERNAME="your-email@gmail.com"
TP_SMTP_MAIL_PASSWORD="your-password"

DATABASE SETTINGS

TP_DB_DSN="mysql://true_support_user:password@localhost/true_support_database"
TP_DB_CHARSET=UTF-8
TP_DB_TABLE_PREFIX="true_sup"

LOGIN SETTINGS

TP_AUTH_METHOD="database"
TP_MIN_PASSWORD_LENGTH=8
TP_MIN_PASSWORD_COMPLEXITY=2
TP_USERNAME_MIN_LENGTH=3
TP_USERNAME_MAX_LENGTH=20
TP_USERNAME_MAX_CHARS=60
TP_PASSWORD_RESET_SALT_LENGTH=32

PASSWORD SALT SETTINGS

TP_PASSWORD_SALT_length=16
TP_SALT_METHOD="phpASS"

CSS AND JAVASCRIPT SETTINGS

TP_CSS_FILENAME="styles/true-support.css"
TP_JS_FILENAME="scripts/true-support.js"

Here are the features of TrueSupport - Support Tickets System & Knowledge Base:

  1. Build with Codeigniter framework
  2. Fully AJAX-based system
  3. User-friendly interface and interaction
  4. Neatly written and commented code
  5. Multilingual support
  6. Well documented
  7. Design and Interface
    • Neat and clean design
    • Built with Bootstrap CSS framework
    • Fully responsive
    • SCSS files included
    • User-friendly admin interface with modern outlook
    • Neat email template
  8. Authentication and Security
    • User login, forgot password, and reset password options
    • Reset password link sent to user email
    • User registration and activation
    • Activation code sent to user email
    • User dashboard
    • Totally secured system (SQL injection, XSS, CSRF)
    • User profile, change password, and update profile image
  9. Knowledge Base
    • List of articles separated by categories
    • Manage articles and categories
    • Articles and categories position ordering by drag and drop
    • Search suggestions on search article in frontend
    • Filter articles in admin side
    • Option to vote articles in frontend
  10. FAQ
    • List of FAQs separated by categories
    • Manage FAQs and categories
    • FAQs and categories position ordering by drag and drop
    • Filter FAQs in admin side
  11. Tickets
    • List of tickets separated by categories
    • User can submit tickets
    • User can attach file with ticket
    • User can list and filter submitted tickets
    • User can view and reply to tickets
    • Admin and Support Manager can assign tickets to Support Agents
    • Drag and drop option for keeping order of ticket categories
    • Admin users can reply to tickets based on assigned tickets
    • Option to update ticket status
  12. Users
    • Option to manage users to specific roles
    • Option to block/unblock users to accessing site
    • User-based permissions, giving special permission to admin users rather than role-based permission
  13. Settings
    • Site settings for updating site-related information such as name, logo, and more
    • Social media settings for updating social media links
    • SEO settings for updating basic SEO information
    • Role-based permission for allocating permission to specific role
    • App settings for basic app configuration
    • Email settings and Email templates

And here are the changelog entries:

  1. Version 1.2 (02/08/2020)
    • Bug Fixing and Improvements
    • Email Piping
    • RTL Support
  2. Version 1.1 (12/04/2020)
    • Bug Fixing and Improvements
    • Added Email Settings
    • Added Email Templates
  3. Version 1.0 (05/02/2020)
    • Initial Release
TrueSupport – Support Tickets System & Knowledge Base
TrueSupport – Support Tickets System & Knowledge Base

$25.00

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