download help desk software

The update includes the following bug fixes:

- The ticket browser next/prev links do not work if custom fields or inventory item are specified in filter condition.

The file to be replaced is TTXDesk.pm. The update is drop in, no templates were affected.

– Simplified markup editor

New module
Message Editor - allows to edit or delete ticket messages.

Download Trouble Ticket Express

– Unicode support
– Operator permissions: ticket deletion, transfer, read-only
– Verification code (captcha) feature does not require GD Library
– Notification messages now include file attachments (the feature is optional, may be specified separately for customer side and internal messages, the feature is disabled in demo)
– Sticky custom field values for contact form (optional)
– Operator selector on contact form. Allows assigning a ticket to particular service representative (optional)
– Autorefresh option in ticket browser
– Selective filtering in reports section

Security fix
– No ticket access key in URLs (operator interface). Prevents unauthorized access to tickets using browser cache.

Download Trouble Ticket Express

– Multipart (HTML and plain text) email messages
– Group operations to allow closing, deleting and assigning multiple tickets
– Message preview for proof reading
– Loadable dictionary (CSV file) to allow easy translations to foreign languages
– Read-only access option for an operator
– Access verification image (aka captcha) to prevent spam submission by web form bots
– IP address logging for each message (visible by operators only)
– New report types

Groups Module
– If enabled group access control does not apply to the tickets owned by the operator (an operator may access his or her tickets regardless of group membership)

Layout Designer
– Support for custom fields of item (drop down selector, accepts one of the values from the list) and list (multiple items selector, accepts a list of values) type.
– Direct management of contact form - changes to custom field settings are immediately available through user interface.

Mail Module
– Email submissions by operators
– Support for binary encoding

New Module
Inventory Tracker Allows defining a list of items such as servers, workstations, projects, premises, cars - anything you need to develop or provide a service for.

Download Trouble Ticket Express

We will respond immediately after processing your inquiry.

We suggest replacing it with something neutral, like

Sincerely,

The new ticket template may be found under templates folder, the file name is newticket.txt.

Trouble Ticket Express web site
Trouble Ticket Express news archive

– Internal Server Error when running setup script for the first time. This error affected new installations only.

New features.

– Autoresponder control. When a customer submits new ticket or message, the help desk sends a confirmation email. Although it is a good practice to confirm a receipt of inquiry, there are also some implications involved:

1) Some customers use autoresponders as well. Sending a confirmation to such customer will eventually result in email loop. Although Trouble Ticket Express will detect and cut the loop after three messages received, this creates some unnecessary clutter.
2) Because there is no email address verification, technically it would be possible to use help desk contact form to spam other people.

To cut off the autoresponder please add the following line to the configuration file:

blockautoresponder=1

Templates affected: none
Optional modules affected: none
Download Trouble Ticket Express

Additional topics.
Trouble Ticket Express configuration file

• Reports. Categories supported:
  • New ticket submission. Current info and trends as bar charts for last 12 months, 12 weeks and 30 days.
  • Operator performance analysis.
  The bar chart feature does not require external graphics modules.
• Date range filter. Allows specifying date range in search query.
• Page cache. All pages related to operator interface are cached on a server. On a cache hit the script does not even need to connect to database. The feature provides performance improvements for ticket search, browsing and reporting operations. The caching is enabled by default, to disable remove line usecache=1 from ttxcfg.cgi. The default cache timeout is 180 seconds. Since cache is being purged on each and every database update, the 3 minutes timeout is rather aggressive value and is to be increased in the future releases. To adjust edit line #31 (my $maxage = 180;) of TTXCache.pm.