Help Desk & Support Tickets

Added 5

• License check. Enter your license key (or CS-Cart Marketplace license number) on the new License tab of the settings. The add-on verifies it with cs-cart.kaviolabs.com when the key is saved and then once a day, only from the admin panel or cron, never on storefront requests. The license covers the domain entered at purchase and all its subdomains; local development hosts are always allowed.
• License card at the top of the add-on page, visible on every tab: the status in color (valid, development host, pending or grace period with the days left, Marketplace number pending verification, or switched off: not activated, invalid key, revoked, domain mismatch, not verified), what is switched off in plain words, the licensed domain, the result per storefront, the end of the updates period and the last and next check. Actions: Enter/Change license key, Check now, Manage license and, without a valid license, Buy a license. A cron entry point checks without the admin panel.
• License badge next to the add-on name in Add-ons → Manage add-ons (for example License: Valid or License: Pending · 9 days left). Only administrators who may manage add-ons see license information; vendors never do.
• License status bar on the add-on's own admin pages (ticket list, ticket page, new ticket page, departments and canned responses): a small green chip when the license is valid, or a banner with the status, what is switched off and the actions.
• Without a valid license for the store's domain, the customer ticket pages are switched off on the storefront (the ticket links are hidden and the ticket pages open the store's contact page), customers cannot open or answer tickets, also not through the REST API; the admin panel shows a notice on other admin pages (the add-on page shows the card and the add-on's own pages the status bar instead). Ticket management in the admin and vendor panels keeps working, and no tickets are deleted. New installations and upgrades from 1.0.x work for 14 days before a key is required, and if the license server cannot be reached the add-on keeps working for 14 days.

Fixed 1

• Singular and plural forms ("1 ticket is waiting for your reply", "2 messages", "1 day") instead of "ticket(s)", "message(s)" and "day(s)" in the customer ticket list, the admin ticket list, the merge notice, the auto-close note and the cron help (new language variables, so in-place upgrades add them).

Tested on Multi-Vendor 4.17.2, CS-Cart 4.17.2, Multi-Vendor 4.21.2. No breaking changes.

Added 10

• Initial release.
• Support tickets in My account and a "Get help with this order" button on order pages.
• Guest tickets with signed e-mail links and a "find my ticket" form.
• Departments with their own notification e-mail, priorities, assignees and six statuses.
• Admin and vendor panel: ticket list with status tabs and filters, conversation view, internal notes, canned responses, ticket merge, tickets opened on behalf of customers.
• Attachments with type, size and content checks, stored outside the web root.
• Encrypted access details field, deleted when the ticket is solved.
• Customer satisfaction rating.
• Notification events with e-mail templates and admin panel notifications; Multi-Vendor vendor notifications.
• Auto-close by cron or admin activity, CAPTCHA support, GDPR export and anonymization, REST API entity /api/kv_support_tickets.

Tested on Multi-Vendor 4.17.2, CS-Cart 4.17.2, Multi-Vendor 4.21.2. First release.