- This extension requires registration to download.
There are THREE versions of Billets available:
- a FREE one (version 2.0.0). This is more than two versions older than the current one, but gives you a very good idea of what Billets is capable. [This version was the commercial version before it was replaced with version 4.x]
- and TWO for subscribers:
Version 4.3.x - is designed for Joomla 1.5.x - this version is stable and usable for production sites.
Version 5.x - is presently in alpha mode right now. It runs on J2.5. If you need basic functionality it should work for you. However, being an alpha version, there are some features that are present in the 4.x series that are not yet functional in this 5.x series. [If you are not sure about what is possible/available please contact us in the Support Center before you purchase.]
We built BILLETS for our internal use on Dioscouri.com and as a result it has undergone the intense pressures of supporting our community of users (now 72,000+ strong!).
BILLETS is simple, intuitive, powerful and clean. It supports multiple languages, file attachments, custom-categories for tickets, ticket labels, managers for each category, is SEF, and has an informative dashboard that summarizes your support center's activity.
User feedback is also a part of closing Support Tickets, so you are constantly hearing from your users what they think of your level of support (displayed through our handy Feedback Statistics module on the admin-side).
Additionally, BILLETS is plugin-friendly, meaning you could extend its functionality with some simple Joomla plugins.
Features of the current version include:
* Front-End Features
Managers can manage tickets
Tickets locked when Managers are adding comments
Submit ticket without being registered
View tickets once logged in
Close tickets with immediate feedback
Add comment to (i.e. re-open) closed tickets
Attach files to tickets
Custom-fields and ability to require fields
Custom support ticket categories
On-site Google Translations
* Admin-Side Features
Convert Tickets to Content Articles to form a Knowledge Base
Tickets locked when Managers are adding comments
Assign multiple managers to each category
Attach files to tickets
Change ticket status at any time
Change ticket category at any time
Summary statistics of tickets
Mark tickets for follow-up
Create custom fields & categories
Create tickets on behalf of users
Filter tickets according to status
Respond to a ticket via email
Emailed response added to ticket thread
Emails sent to category managers for new tickets and comments
Emails include ticket comments
Email confirmations sent to users
Emailed attachments added to tickets
If you have any questions about features of our products, please feel free to post a question in our support center. You do not need a support subscription to post pre-sales questions there. And often times those turn into new features that are added to future versions.
Unfortunately email problems are often caused by server (or Joomla) configuration issues.
In the course of trying to resolve an issue we look for the most obvious (and sometimes very basic) issues first (like 'did you check this setting'). In this case we did offer to take a look at the user's site to try to help track this issue down directly.
Well, I don't know what language package you were looking for, but the ones we have are available here:
This list includes:
If you DID see this page where language packages were available for download but we simply didn't have your native language covered, then I apologize. But clearly, Billets is written to support multiple languages, and many packages are available.
The administrative panel is very accessible, easily configurable, and structurally sound. Clearly a fair amount of thought went into the design itself, as it's very user-friendly from an administrative and end-user point of view.
I'm still working on getting the reply by email plugin functioning, but support has been very responsive thus far!
Recommend this extension to anyone looking for a very reliable support ticket system - priced very reasonably.
.-The initial installation and configuration process is easy
.- The interface of the system is well thought out
.-The system is a joy to use in the front end, provided that you have a modern browser ( we have tested in Safari, Mozilla, Chrome, IE 6 -7 -8)
There are a number of issues that make it very hard to implement for a large client:
.- A minor complaint is that this component need a wide template to work, it does not handle left or right columns and the configuration options does not allow for elements to be hidden by the administrator
.- Billets relies in JS to check and process forms data, not in the back end. We think this is not the way to handle a mission-critical system like this. IE8 simply does not work with Billets if the quircks mode is on.
.- Billets is not translation friendly: fields with special characters default instructions to english. In general you do have to bend over backwards to get a full translation in the core of the product
.- Itemid's are not well supported in this product, hence it was impossible to get modules and templates to work as they should. We had to write cases in the templates themselves to handle it and put the code for the ItemID in core files of billets as well. we did not get all the instances needed
.- Some elements in the system are handled by the core of the APP and not the templates: you will lose your work once the system is upgraded
.- there are some bugs still around, they do answer to support request and do somehow frequent releases but not always solve all the issues.
In the end Billets will work for you out of the box in an expedient manner if you are not very detail oriented, but expect to spend at least 2 weeks getting it to work in an existing site if you need a languaje other than english or are trying to make it blend with the original design of the site.
During install I contacted the dioscouri support a handful of times and each time got fast and useful responses. The only reason I have not given 5 stars is that I would like to see more flexibility in the frontend settings, such as more in depth layout control.
Unfortunately, this is not the case, rendering the app useless for me. Unfortunately, I don't have time right now to customize the code myself, which is why I bought an extension in the workplace.
I'm sure this is an adequate application if you can stand the default fields that are forced upon you, but for me it doesn't do the trick.
I feel very strongly that the documentation on this component should be updated so people aren't misled about how customizable it is.
There are two default/required fields: subject & description of the ticket. This is clearly stated in the documentation, as you can see on the "Custom Fields" page:
Additionally, all of our extensions are open source & GPL, which means they are completely customizable... as advertised.
Thanks for the review!
billets was it, and I'm impressed. It's simple and clean (you don't want to be supporting your support system right?), and it just works... first shot, out of the box.
I love it when developers get it right. I have used hundreds of extensions in both 1.0.x and 1.5.x and I have to smile when an extension installs, configures, and works just how you want first shot, no hacks, no templating, just works.
I have since upgraded to the newest version that was released only a week after my original purchase, and I had a small hiccup regarding attachements. The support team responded via billets of course right away, and had me working in no time.
Awesome support and products.... I was so impressed with billets I had complete faith when purchasing my second Dioscouri product, and it's just as good.
My CB avatars work perfectly with each comment (nice touch), and the open tickets module is nice to display on your front page. It dissapears if there are no open tickets if you want.
Thanks for a well thought out, and supported product. I will definately buy from you again.