3.33 (3 product reviews.)

The Help Desk Module 6.1

posted by DNN Specialists - 7/13/2012
DNN Specialists Active Since 3/4/2009
United States

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The Help Desk Module is a professional and powerful module to allow end users to create support requests, and your staff to manage them. Module 26360
  • $0.00 Trial (30 days)
  • $99.00 Standard
  • $299.00 Enterprise
  • $549.00 Enterprise + Source (C#)
  • $499.00 1 Year of Premium Support

$99.00

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The Help Desk Module is a professional and powerful module to allow end users to create support requests, and your staff to manage them.

Features: 
  • Supports attachments. Displays attached pictures as thumbnails and in slideshow mode.
  • Supports attaching photos from an iOS device (iPhone/iPad)!
  • Let's you export to CSV.
  • Two different view modes for main view: list and boxes.
  • Very user friendly and AJAX compatible.
  • Categories and subcategories supported. Categories are assigned to operators so when requests are created they are automatically assigned to the preferred resource.
  • Very descriptive and customizable (via template) email notifications (see screenshots).
  • Role based functionality. You can decide who can create requests and who can manage them (operators).
  • Users can post and edit comments under requests.
  • Requests marked as unread and past due.
  • Decide what columns to display and in what order to display them in the main screen.
  • Choose whether to allow paging, page size, pager mode and position.
  • Choose whether to allow users to sort, and specify the default sort columns.
  • Specify the maximum length of text to display on each column. Text longer that this amount will be cut off and appended with “...“
  • Fully customizable look and feel via css.
  • Fully localizable.

Editions:

  • Trial
    • Expires in 30 days
  • Standard
    • Licensed to be used from all/unlimited portals (sites) within one DotNetNuke host installation
  • Enterprise
    • Licensed to be used from unlimited DotNetNuke host installations within your enterprise
  • Enterprise w/Source
    • Licensed to be used from unlimited DotNetNuke host installations within your enterprise.
    • Source Code (C#) included.
  • 1 Year of Premium Support
    • Add this option to your shopping cart in addition to the edition you wish to purchase in order to receive additional support options (telephone and remote control support)

Quick Setup Guide:

  1. Place the module on a page that requires authentication. In other words, Unauthenticated Users cannot use the module. Typically, you would give "Registered Users" access to "View Page" under Page Settings > Permissions to require authentication and make sure "All Users" and Unauthenticated Users" are not selected.
  2. Under Module Settings, you must designate what users (or groups) can work on and respond to Help Desk Requests by giving them Operator access to the module (under Basic Settings, Permissions).
  3. Once you define the operators, you must create categories and assign each category to an operator. The Edit Categories button on the main screen will take you to the categories screen, where you can add, edit, or delete the categories.
  4. Once the operators and categories are defined, the module is ready to be used. Regular users can now create help desk requests by logging in and clicking on "Add New Requests". Operators assigned to the category selected by the user when creating the request will receive an email notification once a request is created.
  5. The main screen of the module will display a list of requests depending on who is logged in. For operators, it will display all requests (filtered by the user who is logged in). For regular users, it will display requests created by them.
  6. The functionality of creating and editing requests varies greatly between regular users and operators. For example, operators can reassign requests to other operators, edit requests, add subscribers (operators that get email notifications when a request is modified), etc. Regular users, for the most part, can create requests, add comments and attachment to their existing requests, and edit some of the request fields.
  7. Under Help Desk Settings, you can control some of the functionality of the module. Click on the help icon to next of each label for clarification on what the setting controls and configure them accordingly.

Release Notes:

  • Version 6.1.2 - released 12/5/2012:
    • Improvements in performance and reliability.
  • Version 6.1.1 - released 6/11/2012:
    • Improvements in performance and reliability.
  • Version 6.1 - released 7/13/2012:
    • Date columns can now be filtered by range, and allow for calendar selection.
    • Export to CSV now includes subscribers, comments, attachment names, and internal attachment names.
    • Administrators can now purge data by filtering and purging. Purging permanently deletes the selected data from the database and attachments from the file system.
    • Improvements in performance and reliability.
  • Version 6.0:
    • New DotNetNuke 6.0 (namely DarkNight-Gray) theme.
    • Very much enhanced attachments functionality, including the ability to attach photos from and iPhone or an iPad, and view them as thumbnails and once clicked, as a slideshow.
    • Now support two different view modes: list and boxes. Operators are defaulted to list view mode and end users to boxes for a better experience.
    • Allows operators to export to CSV.
    • Much enhanced UI.
  • Version 5.1:
    • Option to make request non-editable once the request it been created.
    • Option to hide Assigned To field from non-operator users.
    • Allowing registered users to add/edit requests without having to set the Edit permission at the module level. This means that now everyone with View access to the page where the module is can Add/Edit requests.
  • Version 5.0:
    • Initial release.

Screenshots:









 

Product License

DNN Specialists END USER LICENSE AGREEMENT (EULA)

This is a CONTRACT between you (either an individual or a single entity) and DNN Specialists, which covers your use of "Help Desk" and related software components. All such software is referred to herein as the "Software Product." A software license issued to a designated user only by DNN Specialists or its authorized agents is required for each user of the Software Product. If you do not agree to the terms of this EULA, then do not install or use the Software Product or the Software Product License. By explicitly accepting this End-User License Agreement (EULA) you are acknowledging and agreeing to be bound by the following terms:

1. GRANT OF NON-EXCLUSIVE LICENSE

DNN Specialists grants you a non-exclusive, non-transferable right to use the Software Product on your DotNetNuke(DNN) installation based on your purchase history. One Production License is required to install and use the Software Product on each DotNetNuke installation, A DNN installation is defined as a single DNN database which can host multiple child portals. These portals may have their own unique web addresses, but they are managed from a single DNN host, you must purchase additional Production License for each extra DNN installation.

When the source code is provided with the Software Product, DNN Specialists grants you the right to modify, alter, improve, or enhance the Software Product without limitation, except as described in this EULA.

Although rights to modification of the Software Product are granted by this EULA, you may not tamper with, alter, or use the Software Product in a way that disables, circumvents, or otherwise defeats its built-in licensing verification and enforcement capabilities. The right to modification of the Software Product also does not include the right to remove or alter any trademark, logo, copyright or other proprietary notice, legend, symbol or label in the Software Product.

Any modifications made to the Software Product will render it non-supportable by DNN Specialists. You may, at your discretion, contact DNN Specialists about distribution of the altered Software Product, and if agreeable terms can be determined, the software product may be distributed according to the agreement. The altered Software Product will become supported by the party designated in the agreement between DNN Specialists and the user. Ownership of the altered SOFTWARE PRODUCT is transferred to the party designated in the agreement between DNN Specialists and the user. You may not distribute or redistribute changes made to the Software Product to anyone other than groups designated by the agreement between DNN Specialists and the user. Contact DNN Specialists using the information included at the end of this document.

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The Software Product is owned by DNN Specialists and is protected by the United States of America and international copyright laws and treaties, as well as other intellectual property laws and treaties. You must not remove or alter any copyright notices on any copies of the Software Product. This Software Product copy is licensed, not sold. You may not use, copy, or distribute the Software Product, except as granted by this EULA, without written authorization from DNN Specialists or its designated agents. Furthermore, this EULA does not grant you any rights in connection with any trademarks or service marks of DNN Specialists. DNN Specialists reserves all intellectual property rights, including copyrights, and trademark rights.

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