Description:

iKode Helpdesk X is a full functional help desk software developed by iKode Team.

It empowers the staff and their clients a strong communication experience. Based on PHP and MySQL, iKode Helpdesk X provides staff a concise and seamless operating environment to track and solve customers’ troubles.

 

Requirements:

The minimum requirements for iKode Helpdesk X server is PHP 5.1 and MySQL 4.1. Client supports all major browsers.

 

Quick Start of iKode Helpdesk X

 

How to install iKode Helpdesk X

Once received the zip package of iKode Helpdesk X, unzip the package and upload all files to your new setup folder, then the system will automatically install the software. After installation, click “Visit installed program” button for quick access to Front-End interface; if you want to login to the back-end, please append "/login/" to the URL, e.g. http://www.yourdomain.com/login/


How to initiate configuration:

Click "Settings" menu on the left-side toolbar of the homepage , to configure your help desk.
Fill in Website URL,Page Title and so on in "Standard Settings" page.


You can configure Ticket directly by clicking on "Standard Setting" submenu under "Ticket" menu on the left-side toolbar on the homepage. On this page, you can configure how many days a ticket will be automatically closed if no reply was received, whether to turn-on autoresponder, auto response interval, attachment max size and so on.

Also ,there is one "Standard Setting" page for "Knowledge Base", which is accessed the same way, by clicking "Standard Setting" submenu under "Knowledge Base" menu on the left-side toolbar on the homepage. On this page, you can configure the max search results, whether to allow attachment and son.

 

How to reply a ticket:

When someone submit a ticket, your staff will receive an email. Sign-in to the back-end to reply the ticket. Click on the "My Ticket" submenu under the "Ticket" menu on the left-side toolbar of the homepage, all the tickets currently assigned to you will be shown. Follow the link of the tracking ticket , and find detailed information of the ticket. Administrator has full access to reset the category and priority of the ticket, or assign the ticket to a professional User or decide whether to add a note for the ticket or just add it to archive. Users can to add a note. However users shall have restricted access to some functionalities.


There are a lot of tools developed to facilitate the faster and easier email response. There are "Canned Response", "Email Response", "Email Rule" submenu under the "Tool" menu. You can add the canned response when you reply a ticket. You can modify the email response template also, The email response will be automatically sent out to the customers. You can also define the rules for auto email handling.


In addition, you can change the look and feel of the front-end ticket submission page using "Generate Form". You may insert your code also!

 

How to add a new user:

When someone submit a ticket using the front-end, his/her information will automatically enter the back-end database as a potential customer. You can manually add customer by clicking "Add Customers" submenu under the "Customer" menu on the left-side toolbar of the homepage. On this page, you can enter the name, email address, company name and so on. You may change the newly added or existing customer's information. Also you may delete the existing customer or export customer data.


As one major functionality, you can design your own customer form by adding "Custom Form Field". The newly added the form field will automatically shown on the customer add/edit form.

 

How to add a new article into knowledge Base:

When customer raised a issue, there is one possibility that someone else may encounter the same issue before and there is one solution already. If we put such articles together and allow customer search it, it is called "Knowledge Base". It is very important that we enter valid article and group the articles correctly to facilitate quick search of the issues.


To add a new article, just click the "Add Article" button on the right-side of the "Article list" page.("Article List" is a submenu under "Knowledge Base" menu). You can enter the subject ,content, choose right category on the "Add Article" page shown. You can also define whether it is public or private, released or draft.


To better organize the articles, you may modify the category structure or adding hotkey.

 

How to view the report / logs:

There is one solved/unsolved ticket report designed to track the ticket process progress, which can be accessed by clicking "Solved/Unsolved" submenu under "Report" menu.


There are also a lot of logs designed to track the system usage, which includes "User Sign In","Email Delivery","Email Signed", "Article View" and "Article Vote". They are all listed under the "Logs" menu.

 

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