Twitter is an effective customer service tool because it allows customers to communicate with the company in a channel that they prefer (no more IVR/Phone Tree for me, please); it makes the issue public so that the company is forced to respond and act (transparency = #winning!); and it allows the company to answer questions with a human style and build brand equity (bonus: and builds content for others to search and use for self-service.)
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Tired of your emails taking 10, 15, or more than 30 minutes to be sent using the PHP Mail function? HESK is a great help desk but currently (v2.2) doesn’t support SMTP email. There isn’t a very clear tutorial or hack that allows sending via SMTP.
This tutorial shows how you can integrate the WP_Mail function from WordPress into HESK therefore allowing your help desk to send mail via SMTP.
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from pearsondevelopment.com
HESK is a PHP Help Desk which will allow your website to provide a trouble ticket manager and knowledge base. It is fully functional, lightweight, open-source, and best of all, it’s FREE!
As I was looking to integrate HESK into my theme, I couldn’t find any tutorials on the web which provided any help, and since the HESK developer isn’t familiar with WordPress, I was at a crossroad. Then I said, well why not try and figure it out, and I did, and it worked.
Continue reading 'Hesk Theme Change by WP Themes [1]'»
RT (Request Tracker) is a free, open source help desk software that’s designed to handle the ticketing capabilities available in other packages like BMC Remedy.
Help desk software ticketing systems assist IT departments and other organizations track their workflow, tasks, knowledge, and assets. They have become an integral part of most help desk departments. For a company starting out, popular commercial help desk programs such as BMC Remedy ARS, Clarify, Quantum, and CA Service Desk can be prohibitively expensive and time consuming to configure. For example, a frequent complaint of Remedy ARS is that it takes a lot of effort to administer and customize. Continue reading 'Request Tracker Open Source Help Desk Software'»
Is Helpdesk Pilot an Open Source Help Desk Software? Many of our customers want to know if Helpdesk Pilot application code is Encrypted. The answer is NO. The php source code is open but not licensed under the open source license. While you are free to modify the look & feel of the application you are not permitted to modify PHP source. PHP Source code modification is not advisable for two main reasons:
With every upgrade you are most likely to loose your changes
More importantly, we cannot support modified source code
Helpdesk Pilot is largely deployable as the source code is not encrypted and works with most of the shared hosting providers. Make sure you stay upgraded to the latest version.
Some organizations use open source help desk applications instead of commercial ones, which are plainly installed and run. Their liking for open source help desk software is mainly encouraged by the customization features that these offer together with the possibility of releasing improved versions of the software program for others to make use of. Such possibility is, of course, restricted by the product’s end user agreement. If it states that the user can freely transform and release improved versions of the software, one may do so. There is no scarcity of source help desk software in the marketplace.
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Before installing HESK you will need to obtain your MySQL database information, such as database name, database user and password. You need to get this information from your HOSTING COMPANY, HESK CANNOT help you find it.
- Connect via FTP to the public folder of your server where the rest of your Web site is, usually called “public_html,” “www” or “site,” and create a folder where you will install HESK (for example named “hesk” or “support”).
Example: /public_html/hesk
Corresponding URL: http://www.yourdomain.com/hesk
TIP: Learn how to FTP and CHMOD files, read my simple FTP and CHMOD tutorial
- Upload folder “img” and images inside to your server in BINARY mode and all other HESK files and folders to your server in ASCII mode.
Continue reading 'Hesk Software Installation Prerequisites'»
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