Screen-by-Screen/Helpdesk-Setup/Community Portals

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Community Portals

To get to Community Portals, click 'helpdesk setup' then the 'Community Portals' tab.

Helpdesk Setup -- Community Portals.png

Communities are simply a group of related Community Portals. In essence, a community represents a single website. You can create and setup as many communities as you want. For instance, you could have one community for all of the products that you offer, or several communities, one for each product. Each website can have it's own community, but you are free to install the same community on multiple domains.

Community Portals -- Communities.png
  • add community: Clicking this link will refresh the ‘edit’ pane on the right side of the screen, so you can add a new community.
  • [click on existing community]: Clicking on any of the existing communities will refresh the ‘edit’ pane on the right side of the screen so you can edit your existing communities.
  • [click on existing community portal]: Clicking on any of the existing community portals will refresh the ‘edit’ pane on the right side of the screen so you can edit your existing community portals.
  • Community Name: The name of this community.
  • Add a New Community Portal: Here you can select the type of portal you wish to add to the community. Currently, only 'Support Center' is available.

Support Center

This section allows you to control the public portal (the area that your users will see).

Community Portals -- Support Center.png
  • Portal Name: The name of the portal. The name entered here will appear under the community in the left pane.
  • Page Title: The title of the page that the public will see. The value entered here will be placed in the <title> tag of the page the public will see.
  • Language: The language to be used for the public portal. You can add new languages on the Translations tab.
  • Style CSS: You can enter custom CSS here to change the look and feel of the public portal.
  • Header HTML: You can enter custom HTML here to display anything you want (logo, site navigation, etc).
  • Footer HTML: Like the Header HTML field, you can also enter custom HTML here to display anything you like in the footer section.
  • Allow customers to log in: When checked, customers will be able to log in to the public portal. If you wish to allow your customers to login, you will need to enable both the 'login' and 'registration' modules below.

Modules

You can configure several modules for the public portal.

Community Portals -- Modules.png
  • Order: The weight of the module. Modules are listed in ascending order - from lowest to highest - both on the 'Community Portals' tab and on the public portal.
  • Everyone/Logged in/Disabled: Allows you to specify the visibility of modules. If set to 'Everyone', everyone can see it. If set to 'Logged in' only users who are logged in can see it. You must enable logins for people to be able to login. If set to 'Disabled' nobody can see it. 'Ticket History and 'My Account' can only be set to 'Logged in' or 'Disabled', and 'Registration' can only be set to 'Everyone' or Disabled'.


Open Ticket

The Open Ticket module will enable a form in the public portal that allows user to submit tickets.

Community Portals -- Modules -- Open Ticket.png
  • Allow users to provide their own ticket subjects: When checked, users will be able to set their own subject. Otherwise, the subject will be based on the situation they select.
  • Allow attachments from: This setting will be used to determine who can submit attachments.
  • CAPTCHA: When enabled, a CAPTCHA image will be displayed in the form to help block spambots.


If you have any situations added, they will be displayed in a green box. Clicking the edit link will allow you to edit the situation. The box to the left (with a number in it) will allow you to change the order of the situations. This functionality is identical to the 'Order' functionality under 'Modules'.

  • add new situation: Clicking this link will allow you to add a new situation.
  • Reason for contacting: Enter the reason for contacting into this box. This will be displayed on the public portal as an option for users to pick from when opening a ticket.
  • Deliver to: The e-mail address to deliver any messages for this situation to.
  • Follow-up questions:
    • (question): The text boxes allow you to enter a set of questions to present to the user when they select this situation.
    • (action): The select boxes allow you to select the actions to apply to the value of the response to each question by the user. You can append directly to the message or select a custom field to associate the response with. If you select a custom field, the user will be presented with the proper element for that custom field. For example, a 'Checkbox' type custom field will present the user with a checkbox, while a 'Text: Single Line' type field will present the user with a text box.

Fetch & Retrieve

The Fetch & Retrieve module allows your users to do a search using the fetch and retrieve plugin. For more information, see our Cookbook recipe on Fetch & Retrieve or see our Screen-by-Screen article on the Fetch & Retrieve tab.

Community Portals -- Modules -- Fetch & Retrieve.png

You can specify which topics you want exposed to the public portal by checking the boxes next to the topics you wish you expose.

Knowledgebase

The Knowledgebase module allows you to expose Knowledgebase articles on the public portal. For more information, please read our Knowledgebase Cookbook recipe or read our Screen-by-Screen article on the Knowledgebase tab.

Community Portals -- Modules -- Knowledgebase.png

You can specify which topics you want exposed to the public portal by checking the boxes next to the topics you wish you expose.

Home

The Home module allows you to create a fully custom home page.

Community Portals -- Modules -- Home.png
  • Home Page HTML: Enter in the HTML you wish to appear on the Home page into this box.

Announcements

The Announcements module allows you to display RSS feeds on the public portal.

Community Portals -- Modules -- Announcements.png
  • Feed Display Title: Enter the title of the feed into the first box.
  • Feed URL: Enter the URL to the RSS feed into the second box.

Ticket History

The Ticket History module enables a Ticket History viewer in the public portal. Users that are logged in will be able to see their own tickets.

My Account

The My Account module allows users to set their name and change their password, once they are logged in.

Registration

The Registration module allows users to register. This Module is required if you wish to allow your users to login.

Community Portals -- Modules -- Ticket History.png

Installation

The installation section provides you with the code necessary to setup the public portal.

Community Portals -- Installation.png
  • index.php: The code in this box should be copied and pasted into a file named 'index.php' on your server.
  • .htaccess: The code in this box should be copied and pasted into a file named '.htaccess' on your server.




Helpdesk Setup