nanodesigns / nanosupport Goto Github PK

Please check the screenshot attached. The button text "Submit Ticket" is visible when the visitor hover the mouse on it. I have checked with chrome and firefox browser and changed theme multiple times to confirm that its an issue with plugin css.

I ask the theme developer this question:

All of my knowledge base does not have image, but blog page does have. When I search, it return all the knowledge base post and blog post, how can I set default image for the knowledge base post? Cos currently the result page is ugly.

and they replied with:

Looks like featured image is disabled for this custom post type. Please contact the plugin developers to clarify where you can enable that.

Hope this can be added into the future version.

Dear NanoSupport,

How to show department options in submit ticket form? In options page I didn't found anything for this option.

Best regards.

As Jonathan Bosssenger suggested:

It would also be useful if the user submitting the ticket could select from a list of departments when they submit their ticket

Actual behavior

Support agent is not notified about the ticket when is assigned to it

Steps to reproduce

1. End user sends a ticket
2. Admin receives the ticket and assigns it to a support agent
3. Support agent never knows he was assigned to it

Expected behavior

As soon as assigned, a notification should be sent to the agent so he/she is advised about his/her resposibility to resolve this ticket, if no advise is sent like now, he/she will never be aware about a ticket waiting his/her reply

@mathiasscherer reported a default WordPress feature that was intentionally kept to let the Admin add ticket on behalf of their clients (support_seeker) isn't working as expected.

We're keeping this as a feature request, and inshALLAH we can do this.

User mr9v9 reviewed the plugin with ⭐⭐ with:

MSG must be at least 30 characters or longer[!]

...I cannot work with a squished view of the tickets and long paragraphs of minor issues!
At least give the user the ability to customize more in depth.

Improvement request
hi, when adding a URL address to the ticket it should link to the target link in a new window, now it just shows as plain text. thanks

User jaroslawistok requested a feature to let the user copy ticket information into Knowledgebase doc.

looks something is wrong with the link received by email notifications pointing to the ticket
it links to something like http://domain.com/?post_type=nanosupport#038;p=4129 instead of the ticket link

Actual behavior

User alexlii reported with the latest browsers the following Reference Error appears:

Uncaught ReferenceError: isHandlingKeyboardThrottle is not defined at HTMLBodyElement.o

And it's coming from focus-ring.min.js. Though everything works as expected.

Steps to reproduce

1. Open the Submit Ticket form and open up the browser console
2. Try to use the Editor and it should display the error on the console

Expected behavior

There shouldn't be any error on the console.

System Status

NanoSupport: v0.4.1

WordPress: v4.9.5

Hello,

Really good work.

it would be much better if there is a SMS gateway in this plugin Mobile mode is the most popular for users, in this situation, we even allow users to register account with mobile NO. as username, and most of webs are moving all of web applications to meet mobile mode for enduser. it would be much better that any "Support System"
any-api-sms-for-woocommerce.zip
supports mobile mode too, so that users can get notification immediately.

Maybe you may borrow SMS gateway from Any Api SMS included.

it was builded by Konnect, and his author homepage is at https://profiles.wordpress.org/damodar22#content-activity

Please check the included plugin, and it would much better if I can have your reply, thanks, have a nice day.

Alex

Actual behavior

Hi:
Love nano support!

I currently test plugin in live server, but find some problems. when I created a new ticket with test user, the admin email accoun do not receive any notification email even I have turn it on in the setting page.

but user can receive password reset email.

Thanks!

System Status

WordPress version 4.8.3
NanoSupport version 0.4.1
Active Theme Child Theme for Extra – 1.0
Active Theme Parent Extra – 2.0.84
Debug mode Off
Multisite? No
Site Language zh_CN
Server Apache
PHP Memory Limit 1 GB
PHP version 5.5.38
MySQL version 5.5.54

Active Plugins:

AddToAny Share Buttons (1.7.21) by AddToAny
Akismet Anti-Spam (4.0) by Automattic
Bloom (1.2.20) by Elegant Themes
Loco Translate (2.0.16) by Tim Whitlock
NanoSupport (0.4.1) by nanodesigns
SI Captcha Anti-Spam (3.0.3) by fastsecure
Ucenter (0.3.5) by ychen
User submitted post (20170801) by 杰夫·斯塔尔
Useso take over Google (1.8) by Bruno Xu
WordPress Related Posts (3.6.4) by Sovrn, zemanta
WordPress import (0.6.3) by wordpressdotorg
WordPress Database Backup (2.3.1) by Austin Matzko
WP Mail SMTP (0.11.1) by WPForms
WP-PageNavi (2.92) by Lester 'GaMerZ' Chan
WP Super Cache (1.5.8) by Automattic
WP Sync DB (1.5) by Sean Lang
WP Sync DB Media Files (1.1.4b1) by Sean Lang
WP User Avatar (2.0.8) by flippercode
weichat share (1.5.1) by QwqOffice

User wptech68 submitted a feature request:

Actual behavior

User can submit a ticket, assign a ticket to the Support Department, but cannot assign a Support Agent.

Steps to reproduce

1. Get to /submit-ticket
2. Create a new ticket with Registration and assign a Ticket Department
3. Submit it

Expected behavior

Need to assign a default Support Agent per Support Department.
So that, when a Support Department is mentioned, that specific agent will be assigned by default.

System Status

NanoSupport: v0.3.0

User @fang-yu asked for a feature in #30 that:

it will be better if I can set the order of the feature category.

User Rik0399 suggested:

Prefer not to allow registration via WP because of spammers and instead, have a dedicated sign up process/database

The suggestion came in details with:

Before allowing user to post ticket, make them first go to a ‘registration page/form’ and then able to post ticket.

hi
after upgrading to 0.3.2 with wp 4.7.2 all my tickets show the last reply as made by admin 4hs ago, but thats not correct
I have tickets with last reply from a week ago, an others replied lastly by an agent, but this is not showing like that in the ticket list

so something went wrong with the 0.3.2 upgrade

Just a suggestion.

I think that a support agent would be able to transfer the ticket to another support agent, this will help tickets that need more than 1 department assistance to be resolved.
currently , only admin can assign a ticket, so if the current support agent finishes his help and need to transfer it to another agent to complete the task, only the admin can do it.

perhaps, the other way is to assign more than 1 agent to a ticket, so it works like a conversation with multiple participants, one end user and 2 or more agents.

Hope it helps

hi

today I found a bug
if a support agent update his profile from standard wp profile page, his "support agent status" is lost so admin needs to set him again as a support agent from admin menu

looks the profile update form , which does NOT show the support agent satus for regular members and agents (which is fine), is sending a hidden blank value when updating the profile, so removing the support agent status for this user.

Is there a shortcode or other way to get statistics and display them somewhere on a page? For example, a way to select the number of active issues?

User elizxer requested a feature to let 'em enable displaying all the tickets of specific department/departments only.

I like to know if you can have an option to show supportdesk in specific department where I would want specifica category to display.

Actual behavior

In mobile devices the plugin's Support Desk tickets' additional information are hidden by default. On click of toggle button, the additional appears. But once the toggling happened, if the mobile device rotated, the additional information simply vanishes.

Steps to reproduce

1. Open Support Desk in any mobile device with a viewport smaller than 517px
2. Click on the additional toggler button 🔽
3. The additional information of that ticket will appear below
4. Click on the button again, to collapse those information again
5. Now rotate the device in horizontal - the additional information is vanished

Expected behavior

The additional information should show/hide in smaller devices with viewport smaller than 517px, but not in any viewport larger to this.

User Rik0399 reported that:

The email template image ‘repeats’,

User nh123 suggested in w.org review:

One thing that woul be nis is if a feature where you can fold/unfold FAQ/knowledgebase topics like the plugin here do: https://wordpress.org/plugins/faq-responsive/screenshots/

Actual behavior

User can set himself as support agent

Steps to reproduce

1. Login as a user
2. Go to profile
3. Set himself as support agent

Expected behavior

Setting a support agent should only be available for admins and/or other agents, and not for everyone.
even is not a big problem since they cannot be assigned to a ticket, they should not see this option on their profiles

Chris from ibousa.org asked:

Is there a way to search all items in the Knowledgebase?

User Frederic Sune asked for:

The only important thing is missing is the possibility to download/attach a file

And user Alvaro Gois dos Santos repeated:

...have you considered a way to upload files when a user submits a ticket? It could be useful for screenshots.

And repeated by raulpinadesign:

This plugin works with pdf files?

And repeated by alexlii:

...sometimes, we need images like screenshot or photos from customers, so it would be great if it support insert or attach images in a ticket.

And repeated by elizxer:

Can you please add attachment or upload for each message, that would be great.

I sent the translation files but it did not work.

System Status

Debug mode Off
Multisite? Yes
Site Language pt_BR
Server Apache/2
PHP Memory Limit 512 MB
PHP version 5.6.30
MySQL version 5.1.65

NanoSupport: v0.3.4

WordPress: v4.7.4

Active Theme: TheFox Child Theme – 1.50

Active Plugins:
Contact Form 7 (4.7) by Takayuki Miyoshi
WPBakery Visual Composer (5.0.1) by Michael M - WPBakery.com
Loco Translate (2.0.13) by Tim Whitlock
NanoSupport (0.3.4) by nanodesigns
Slider Revolution (5.3.1.5) by ThemePunch
Smartsupp Live Chat (3.1) by Smartsupp
TheFox Custom Post (3.0.0) by Tranmautritam's Team
WooCommerce PagSeguro (2.12.4) by Claudio Sanches
WooCommerce (3.0.4)

As user mdevore342 asked for a Knowledgebase or user guide thing available?

As he demanded:

Do you have a root knowledge base for customers to work from? If not it looks unprofessional to start out with no guidance or knowledge base

With the release of version 0.2.1 we've used wp_kses() for allowing limited HTML tags for ticket submission from front end. The allowed tags can be found here:
https://github.com/nanodesigns/nanosupport/blob/v0.2.1/includes/ns-utility-functions.php#L605-L657

And they can be filtered to add/remove any tag desired using new filter hook:
ns_allowed_html

But,

• Are those mentioned by core too much?
• Can we minimize them a bit?

It could be usefull to have a hidden field in the ticket form with the HTTP referrer link, so that we get to know the URL that originated the ticket in Nanosupport.

Let's say I have an online courses site and I want the enrolled students to be able to open a ticket if they have issues. I would like a way to include the URL where the student originated, so that I can immediately know which course it is and forward the ticket to the exact department.

Thanks.

(Originally posted on WordPress.org plugin support forum)

Actual behavior

User @wptech68 reported a feature request:
If you get to the /support-desk/, you will get all the tickets submitted by you. But they are ordered by date only. If any ticket is resolved they are not ordered duly.

Steps to reproduce

1. Create three tickets
2. Mark the second one resolved
3. See the ticket order in /support-desk/

Expected behavior

The resolved tickets should be in least order prior to open, pending, and under inspection tickets.

System Status

NanoSupport: v0.3.0

If a ticket gets responded and support seeker want to close the ticket with no response or with simple "thanks" response, she face two warning
Error: Your message is too short. Write down at least 30 characters.
Error: Response field can’t be empty.

I think this should be flexible and both obligation should be removed.

Hello，

This is not issue report, but a request to take over another plugin if possible.

https://wordpress.org/plugins/feature-request/

I am just thinking it would be great if you can take over this plugin since it was out of maintenance by the author, since Ticket Support and feature request are both closely related to feedback from users.

For now, that plugin works well, but if enable debug, there will be lots of error at frontend with wordpress 4.9.6.

and let me know what you think.

Thanks.

Alex

Event if the checkbox "anyone can register" is unchecked, I can create an account from "submit ticket" screen. The plugin should obey the global setting set at wordpress setting screens.

Love Nanosupport!

We have 1500 knowledge base docs, but seems like nano does not support import function, hope can add this feature in the future.

recenttly updated to v 0.40 and every time I update, assign the ticket to a agent, or anything from the admin panel it assigns the ticket to me (admin) as the author.

looks the author field at the very bottom of the edit page that only shows the admin in the list changes the author and cannot be changed anymore

The default time format in the ticket center is like : 30 Oct 2017 07:26PM, but this is English format, how could I change it to my country fomat like:

Thank!

Hello,

On our site we register users doing the following which has been possible with WP core since 4.3+:

1. Asking their mail address only
2. Generating username from mail address ( alias part )
3. WP core is then sending a mail to the user with a link he must click in order to set his password before he can login to the site. ( in that way SMAMMERS and false mail addresses are not possible )
4. We don't log the user in directly.

So my questions are.

1. Can the plugin support this register method
2. Can we avoid that the user is logged in as soon as he click the "send" button on the support form ?

There displays a notice in admin panel when NanoSupport deactivated:

Notice: map_meta_cap was called incorrectly. The post type nanosupport is not registered, so it may not be reliable to check the capability "read_post" against a post of that type. Please see Debugging in WordPress for more information. (This message was added in version 4.4.0.) in /path/to/wp-includes/functions.php on line 4139

I see on my tickets that not always the last responses updates the "updated date" in the ticket
sometimes works, sometimes not. Strange

As Dustin asked for:

Is there a way to change the text above the input box? For example, in the second box... [I want to change the text saying] "Write down your issue in details. At least 30......." To "Explain your request. The more details the better. Don't forget to include your credentials so we can log in to your site"

Or, would it be possible to create or use a custom form on this page?

As user Brent asked for:

This plugin looks excellent and seems to cover most bases. I'm just curious if there are plans to have ticket creation by email? Ideally, you could also reply to tickets by email. I know this is probably a tough feature to do, but if you could, that would be amazing.

Suggested first by Mike Andreasen on Facebook PM.

When someone visit the ticket URL (permalink) without being loged in, it shows the standard 404 error page.
I think it should show something like: "You need to login first to view this ticket" so user knows why the ticket was not found, if not looks like it was removed from the system

Can we have a Category structure like below in Knowledgebase, asked by vbk100:

Category #1 		Category #3 		Category #5
Sub Category #1a 	Sub Category #3a 	Sub Category #5a
 Article 1 		 Article 1 		 Article 1
 Article 2 		 Article 2 		 Article 2
Sub Category #1b 	Sub Category #3b 	Sub Category #5b
 Article 1 		 Article 1 		 Article 1
 Article 2 		 Article 2 		 Article 2

Category #2 		Category #4 		Category #6
Sub Category #2a 	Sub Category #4a 	Sub Category #6a
 Article 1 		 Article 1 		 Article 1
 Article 2 		 Article 2 		 Article 1
Sub Category #2b 	Sub Category #4b 	Sub Category #6b
 Article 1 		 Article 1 		 Article 1
 Article 2 		 Article 2 		 Article 2

Hello,

In the knowledgebase, the categories should be used in the permalink structure. It seems to skip past the category altogether when creating URL structures.

Example:

Let's say I have a category of "Configuration" and a topic within that category called "Setting Up Your Client."

This should produce a URL structure such as: http://www.example.com/knowledgebase/configuration/setting-up-your-client

As it stands, it is treating "knowledgebase" as the only category, so URL's are built like this:

http://www.example.com/knowledgebase/setting-up-your-client

As a note, my permalink structure is set to: www.example.com/%category%/%post-name%/

User nh123 requested an enhancement:

Can we remove the “priority field for users. We don’t need the field and therefore we don’t see any reason the users should think about and set priorities to their contact.

Where it says Open or Under Review - I have 10 different status I want to put there. How do I do this?

Actual behavior

Hi,

my website is: www.trademenperhour.com

Nano Support is a great plugin. However, I am not able to get it working in my installation. Please visit – http://www.trademenperhour.com/submit-ticket/

I have activated the plugin but it is not allowing users to enter details in the details box (a required field) and therefore tickets are unable to be submitted.

Please advise a fix.

Regards,

Eric

Steps to reproduce

Expected behavior

Submission of a ticket

System Status

NanoSupport Environment
WordPress version 4.7
NanoSupport version 0.3.0
Active Theme Taskerdev – 1.9.8.2
Debug mode Off
Multisite? No
Site Language en_GB
Server Apache
PHP Memory Limit 256 MB
PHP version 5.6.27
MySQL version 5.6.32

Active Plugins (38)

TaskerDev Gateways (1.0) by SiteMile.com
Admin Menu Editor (1.7.3) by Janis Elsts
WP Affiliate Manager (2.3.6) by wp.insider, wpaffiliatemgr
Akismet (3.2) by Automattic
Amazon Associates Link Builder (1.3.2) by Amazon Associates Program
Amazon Master (5.0.4) by TechGasp
bbPress (2.5.12) by The bbPress Community
Breadcrumb NavXT (5.6.0) by John Havlik
BuddyPress (2.7.4) by The BuddyPress Community
Google Maps CP (1.0.1) by CodePeople
Contact Form DB (2.10.28) by Michael Simpson
Contact Widgets (1.3.4) by GoDaddy
Dashboard Widgets Suite (1.3) by Jeff Starr
Easy Digital Downloads (2.6.17) by Easy Digital Downloads
EDD and WP Affiliate Integration (1.1) by Tips and Tricks HQ
Google Analytics Dashboard for WP (4.9.5) by Alin Marcu
iframe (4.3) by webvitaly
Jetpack by WordPress.com (4.4.2) by Automattic
MailChimp for WordPress (4.0.11) by ibericode
MOJO Marketplace (1.1.0) by Mike Hansen
NanoSupport (0.3.0) by nanodesigns
Pricing Table by Supsystic (1.3.7) by supsystic.com
Simple Job Board (2.4.2) by PressTigers
Page Builder by SiteOrigin (2.4.21) by SiteOrigin
SiteOrigin Widgets Bundle (1.7.2) by SiteOrigin
Spider FAQ (1.2) by http://web-dorado.com/
Theme My Login (6.4.7) by Jeff Farthing
ThirstyAffiliates (2.6.4) by ThirstyAffiliates
Travelpayouts (0.6.3) by travelpayouts
UpdraftPlus - Backup/Restore (1.12.30) by UpdraftPlus.Com, DavidAnderson
Widget Options (3.1) by Phpbits Creative Studio
Yoast SEO (4.0.2) by Team Yoast
WordPress Social Login (2.3.0) by Miled
WP-PageNavi (2.91) by Lester 'GaMerZ' Chan
WP Sitemap Page (1.6) by Tony Archambeau
WP Statistics (11.0.2) by Greg Ross & Mostafa Soufi
Categories to Tags Converter Importer (0.5) by wordpressdotorg
Forum - wpForo (1.1.1) by gVectors Team (A. Chakhoyan, R. Hovhannisyan)

NanoSupport: vX.X.X

WordPress: vX.X.X

Active Theme:

Active Plugins:

As Jonathan Bosssenger suggested:

...it would be helpful if the ticket contents where included in the email notification that is sent out