New features include Ticket Groups, allowing your users to share tickets and other extra.
Checking an email account for new support tickets is also fully supported, along with having your users and ticket handlers reply by email too (All messages will be added to your ticket system).
You can customise all aspects of the sections of the component so that users can easily find the information they require. If the user cannot find the relevant information in our highly flexible FAQs, Knowledge Base and Glossary sections, a support ticket can be submitted through the ticketed support system - this ticket support system is completely customisable (custom fields, categories, emails, managers etc). In addition, the testimonials section allows you to display customer comments/feedback; an announcements section allows you to display a series of announcements to your users.
Use our announcements component to keep your users upto date with the latest news on your site.
The several section are as powerful as the leading extensions for each individual area - but with Freestyle Support Portal you get all of this for a lower price! Why not give it a try??
The ultimate support portal / help desk for Joomla
* Knowledge Base Module
* FAQ Module
* Testimonials Module
* Ticket Support System Module
* Announcements Module
So if you need a fantastic support ticket system look no further. If you are not well versed in working with advanced extensions you might be in trouble if you need help.
Just a note regarding this review: The 2 support tickets mentioned were opened and the closed by the user within 36 hours. We normally respond to tickets within 24 hours, though sometimes it takes slightly longer depending on our current workload.
But when I run into some problems I realized that it is not well documented and still has certain problems. This may be due to the still new Joomla 1.6 release.
The ticket system looks quite nice and useful and the amount of additional features, like Knowledge Base and Glossary cross-linking, is really good.
But Freestyles own support responds to their software is not so good (and it's the only thing you can turn too as the forum is much hidden and dead with lots of spam).
It's a little shame that their nice concept and look is a little bit lacking.
Still I hope that there will be soon a new release 2 as somewhere announced and my bug feedback helps to improve it.
Really wanna use this nice component without regret to have bought it.
So keep on developing it guys !!! ;-)
The good stuff:
-It looks nice on the front end
-The FAQ function is awesome
-The knowledge base works great with the glossary
-The support has been helpful and relatively timely
A couple of things that I am looking forward to as they develop this product:
-integration with Community Builder (link to profile, tab for users to see their tickets, maybe even the ability to pull in CB field values to the ticket)
-A little more flexibility in the how the FAQ functions when accessed through the portal instead of a menu
-A support staff module that would show action item counts
-some ability to define the rules for auto-assigning tickets
-a little clean-up on the formatting of the ticket itself; it's a wee bit hard to read sometimes and doesn't always line up right
-a user forum where we can see the issues other people are having and how they were resolved, make feature requests, etc.
All that said, this is a great start, and I can't wait to see how this product matures. I look forward to coming back with a 5-star review!
What I don't like is Thad it is not working proper in my site configuration with IE 9.
I contacted Freestyle Support and filed out a support ticked witch is still not answered. (4 days now )
If it works out of the box for you, you have a nice component, if not it seems you have trouble to get support.
We have replied to your support ticket today, we sincerely apologise for the delay in responding and are fully committed to helping you resolve your issues. We are a very responsive company and aim to reply to all support tickets within 24-48 hours.
Freestyle Joomla Team
I tried to install the current version 1.7 in the stable Joomla 1.6 (January 2011 release) but it gives me PHP/database errors. No announcements (yet) on authors website either, about this.
Thanks for the comments. We have just released v1.8 beta of Freestyle Support which now supports Joomla 1.6. At the moment this is a beta version until we have had more feedback on the Joomla 1.6 site of thing to make sure they work ok.
It has exactly what I required for my project. Thanks to the support team, specially "Emily" for prompt response. Good to hear that you guys are going to introduce Live chat feature in upcoming version. Keep it up guys!
Other than no live support, this component is fantastic and full featured. Keep up the good work.
Thanks for the review! :-) just to let you know we are currently developing a live chat for support module as we speak! so keep a look out for it - won't be long now!
The software has been updated since I purchased it only a few weeks ago and the developers incorporate improvements.
Very impressed so far.