RSTickets!Pro
Version
1.0.0 Rev 8 (last update on Nov 2, 2011)
Rating
Compatibility
Votes
Favoured
15
License
GPLv2 or later
Commercial
Type
Views
45335
Date Added
11 May 2010
Editor's Note
- This extension requires registration to download.
* Multilanguage support: translate department names, priority levels, statuses and custom fields without the need of JoomFish!
* Manage your customers' issues through the frontend as well as the backend
* Create custom fields for each department - custom fields can have HTML attributes, can be set as mandatory and you can personalise the validation message.
* Two types of CAPTCHA: built-in CAPTCHA with refresh button, customizable number of characters, noise level and sensitivity; reCAPTCHA integration
* Assign staff members to one or more departments, using a set of predefined permissions based on each staff member's attributes
* Staff members can have their own signatures
* By default there are three ticket priority levels: low, normal, high. You can add as many as you like.
* Sort tickets by date, last reply date, customer, priority or status
* Create tickets for your clients
* Clients can submit tickets without being registered
* Create custom searches to filter tickets based on your needs, and have the search show up everytime you login
* Automatically close redundant tickets and issue a notification to the submitter
The RSTicketsPro extension simply works fabulously. I installed this easily - read the quick setup to put everything in order, and I'm ready.
My only delay was trying to find where to edit the CSS to blend the front-end pages with my template background color. I still don't know CSS that well, but Bogdan Catana at the RSJoomla Support Team took a look at my site and was quick to respond with precise instructions including line numbers for both the RSTicketsPro CSS files and changes to my template code (where the template was dictating a certain text box be dark).
In my opinion, that is exceptional service.
My only delay was trying to find where to edit the CSS to blend the front-end pages with my template background color. I still don't know CSS that well, but Bogdan Catana at the RSJoomla Support Team took a look at my site and was quick to respond with precise instructions including line numbers for both the RSTicketsPro CSS files and changes to my template code (where the template was dictating a certain text box be dark).
In my opinion, that is exceptional service.
These guys at RSJoomla rock! They really provide customers great and fast support. It is just a fact that the extension is rock-solid, runs perfectly, I have not found flaws in it, but the support is also first class. They even did some extra modicication for me for free because I'm a dummy at Jquery. My experience is that they are always very polite and helpful and they really want their customers. It is true that their products are not the cheapest but that difference in price is very much worth it. It's for sure that one always runs into some smaller issues but these guys at RSJoomla really make it easy.
Really recomended.
Really recomended.
Have been doing support for software for 35 years. (Yeah, it's been around longer than that.) Finally got tired of the heavily modified MantisBugtracker that has served us well for the last 9 years. We needed to get on a CMS, and Joomla! is the best choice for us.
RST has been a great package for us. We were spoiled with a heavily-customized software (that we could not update), but RST has handled most every need. We have about 300 customers who need to submit confidential tickets and see only their own. The integration with Joomla was perfect, and the site (redesigned) now looks great with RST totally integrated. Really brought us forward.
The saved searches are real useful internally. All of the other features work well for us and we have very minimal customization needed. One issue was the length of the ticket number, which has to be changed in one place in one source file, and redone when updated. I suspect this will be externalized. We prefer a 5 digit ticket.
We are working on getting the cron plug-in operational to take ticket response by e-mail, something we could not do before. This means that when someone gets a notification e-mail, they can respond, and the response goes in the ticket. Will be great because it is natural to hit reply.
SUPPORT! The support has been FABULOUS. The responses are timely, and easy to understand. When we uncovered a minor bug, they fixed it immediately and added the fix to the distribution files. We have had a few support issue, mostly our own, and the answers are professional and helpful. Frankly, if the software was not as good as it is, we would use it just to get the great support. Effective support has saved us days of wasted time, even when we were "ignorant".
PROS: Killer support. Great functionality. Constant development that is responsive to users' needs.
CONS: Need to externalize a few things that require code changes today. Confident this will happen.
HIGHLY RECOMMENDED.
RST has been a great package for us. We were spoiled with a heavily-customized software (that we could not update), but RST has handled most every need. We have about 300 customers who need to submit confidential tickets and see only their own. The integration with Joomla was perfect, and the site (redesigned) now looks great with RST totally integrated. Really brought us forward.
The saved searches are real useful internally. All of the other features work well for us and we have very minimal customization needed. One issue was the length of the ticket number, which has to be changed in one place in one source file, and redone when updated. I suspect this will be externalized. We prefer a 5 digit ticket.
We are working on getting the cron plug-in operational to take ticket response by e-mail, something we could not do before. This means that when someone gets a notification e-mail, they can respond, and the response goes in the ticket. Will be great because it is natural to hit reply.
SUPPORT! The support has been FABULOUS. The responses are timely, and easy to understand. When we uncovered a minor bug, they fixed it immediately and added the fix to the distribution files. We have had a few support issue, mostly our own, and the answers are professional and helpful. Frankly, if the software was not as good as it is, we would use it just to get the great support. Effective support has saved us days of wasted time, even when we were "ignorant".
PROS: Killer support. Great functionality. Constant development that is responsive to users' needs.
CONS: Need to externalize a few things that require code changes today. Confident this will happen.
HIGHLY RECOMMENDED.
5 types of help desk tried it after I bought it for a long time ago RSTICKET. But even better than I was looking for but could not find, so I bought the RSTicketPro. I do not regret it! Was a very good decision. The company and its products and working perfect: simple and perfect. I recommend it to everyone!
Having used Billets for 6 months and found it wanting, mainly on the customisation and support side, I've tried RSTickets.
It was a pleasant suprise to find a well written and supported Joomla extension that was well worth the 49 Euros.
The price includes lifetime support on one domain and this feature alone is invaluable.
RSTickets has well structured configuration, with easily customisable email templates. If the templates could include the ticket layout itself this would be a useful improvement. As it is, you can only add custom fields.
Support by RSJoomla has been exemplary - queries are answered by knowledgeable people (Bogdan) within a hour or so, and the answers are right to the point - no flannel about finding answers in non-existent documentation.
Speaking of documentation, it's a little light and mainly limited to an explanation of what each menu item does. There's not really an overview of setting up a ticketing system in Joomla. The Frequently asked questions could be expanded usefully with some of the support team's replies to users questions I'm sure.
RS Joomla has been mentioned favourably at the London Joomla user group and I wholeheartedly recommend this extension.
It was a pleasant suprise to find a well written and supported Joomla extension that was well worth the 49 Euros.
The price includes lifetime support on one domain and this feature alone is invaluable.
RSTickets has well structured configuration, with easily customisable email templates. If the templates could include the ticket layout itself this would be a useful improvement. As it is, you can only add custom fields.
Support by RSJoomla has been exemplary - queries are answered by knowledgeable people (Bogdan) within a hour or so, and the answers are right to the point - no flannel about finding answers in non-existent documentation.
Speaking of documentation, it's a little light and mainly limited to an explanation of what each menu item does. There's not really an overview of setting up a ticketing system in Joomla. The Frequently asked questions could be expanded usefully with some of the support team's replies to users questions I'm sure.
RS Joomla has been mentioned favourably at the London Joomla user group and I wholeheartedly recommend this extension.
I have intially tried Huru helpdesk cos its free but the submission form is not customizable. Then I looked at other ticketing system in the category but decided to go with RsTickets Pro, since I bought Rsforms before.
I am indeed impressed with the complexity of the app yet very simple for me/my salespeople to understand and use!
Then I came to a template alignment problem with Firefox / Safari. A layman would put the blame on this product but since I am a technical person, its clear to me that this is a template compatibility problem.
The support team is willing to go beyond the normal scope and help me to troubleshoot the css problems in my template.
I definitely recommend this commercial product if your website is already up and running.
I am indeed impressed with the complexity of the app yet very simple for me/my salespeople to understand and use!
Then I came to a template alignment problem with Firefox / Safari. A layman would put the blame on this product but since I am a technical person, its clear to me that this is a template compatibility problem.
The support team is willing to go beyond the normal scope and help me to troubleshoot the css problems in my template.
I definitely recommend this commercial product if your website is already up and running.
This is undoubtedly the best and most promising Joomla! Ticketing system . For a newcomer to the Ticketing scene, RSTickets Pro is certainly a mature extension, easy to work with and setup and easily customizable.
Support is also excellent with quick responses during Support Times.
Reply by Email does not throw illegible text like Billets does. The code is clean and lightweight and the Development Team open to suggestions.
I highly recommend this as a Ticketing System of choice.
Support is also excellent with quick responses during Support Times.
Reply by Email does not throw illegible text like Billets does. The code is clean and lightweight and the Development Team open to suggestions.
I highly recommend this as a Ticketing System of choice.
I bought the app and thought is it worth it?
Yes it is. All function works fine. The Support is
great. You submit a ticket and within 1 hour you get a feedback. The Team of RSJoomla continously working on my problems until it was solved. No standard Email "look at our FAQ" or something like that.
It would be great if the had more translation for the Pro edition, I had to translate it by my own.
But I'm sure they will do that in the future.
Great job keep it up!
Yes it is. All function works fine. The Support is
great. You submit a ticket and within 1 hour you get a feedback. The Team of RSJoomla continously working on my problems until it was solved. No standard Email "look at our FAQ" or something like that.
It would be great if the had more translation for the Pro edition, I had to translate it by my own.
But I'm sure they will do that in the future.
Great job keep it up!
(My English is not native, so don't judge me too hard)
I've been following RS Team since their early beginning. That time I choose another support desk.
Time passed, my demands to my joomla site grew up and I got their RSForms extension. When I opened their site again I was shocked how the small team became one of the most advanced joomla extensions development company. Their constant (very important) development is the most valuable aspect when choosing you background team.
Sure, there are good (very good) extensions, but when you are using some extension you need not "perfect-extension-right-now", but some extension which is in constant development and integrated in other extensions.
Main reasons I finally choose RS:
1. Constant development and updating (The most unpleasant thing is to choose something perfect now but without future. If you are trying to create a serious project, it’s shame to stay unsupported)
2. Big popularity (over 60 000 users on the forum is a considerable number)
3. Very good support team (I consider myself as an annoying client, but every time I ask questions, they respond fast and polite!)
4. Other native and 3rd part extensions integrations
5. Best value for money balance
One thing I would like to notice is design aspect. Some their templates are quite old-fashioned. Of course if you are using such kind of advances extensions, you probably can handle css etc., but I think that out of the box perfect design is very attractive for potential customers.
Simple forms design modifications makes our clients want to enter their credit card information in it.
Thank you guys!
I've been following RS Team since their early beginning. That time I choose another support desk.
Time passed, my demands to my joomla site grew up and I got their RSForms extension. When I opened their site again I was shocked how the small team became one of the most advanced joomla extensions development company. Their constant (very important) development is the most valuable aspect when choosing you background team.
Sure, there are good (very good) extensions, but when you are using some extension you need not "perfect-extension-right-now", but some extension which is in constant development and integrated in other extensions.
Main reasons I finally choose RS:
1. Constant development and updating (The most unpleasant thing is to choose something perfect now but without future. If you are trying to create a serious project, it’s shame to stay unsupported)
2. Big popularity (over 60 000 users on the forum is a considerable number)
3. Very good support team (I consider myself as an annoying client, but every time I ask questions, they respond fast and polite!)
4. Other native and 3rd part extensions integrations
5. Best value for money balance
One thing I would like to notice is design aspect. Some their templates are quite old-fashioned. Of course if you are using such kind of advances extensions, you probably can handle css etc., but I think that out of the box perfect design is very attractive for potential customers.
Simple forms design modifications makes our clients want to enter their credit card information in it.
Thank you guys!
We're using RSTicketsPro for a new site, and it's proving to be an excellent choice. It's very stable and well organized. I had a few questions, and submitted support requests with RSJoomla. I received accurate professional help within hours. When buying an extension, it's nice to know you can get what you pay for, and the company will stand behind it.
Great extension, work smooth, without any problems. Exactly what i was looking for!
I have been in the web design business for a few years now. Everytime I wanted to track support issues for my clients I used a simple form that would email me their request. Now that my business has grown I needed a professional solution - and found RSTickets! Pro. This is by far the best support system I have ever encountered (and I did use a few stand-alone scripts but they didn't quite feel right). With the "Cron Email Parser Plugin" I can discuss issues with my customers by email while still keeping these records in my Joomla! database, it's simply amazing! No flaws I can point out because I haven't dealt with any issues yet (I'm using REV 3, which is the latest as of now).
Highly recommended! Worth the small price!
Highly recommended! Worth the small price!
My company required a flexible and comprehensive ticket system for our customer's support needs. I required a product that would integrate with Joomla! After having reviewed both native components and bridges to other products, I had nearly given up - there was no adequate solution to be found.
I had was disappointed because RSTickets! almost fit the bill, but lacked some critical functionality we required. When RSTickets! Pro was released, I was ecstatic. Not only did it meet our requirements with extra functionality, but exceeded them. I had some initial difficulties with my installation, but RSJoomla identified the problem and got me up and running quickly. (The problem wasn't even with RSTickets! Pro, it was with a plugin which was creating a conflict, and they provided a fix for the plugin!)
If I could give these guys 10 stars out of 5, I would! Thanks!
I had was disappointed because RSTickets! almost fit the bill, but lacked some critical functionality we required. When RSTickets! Pro was released, I was ecstatic. Not only did it meet our requirements with extra functionality, but exceeded them. I had some initial difficulties with my installation, but RSJoomla identified the problem and got me up and running quickly. (The problem wasn't even with RSTickets! Pro, it was with a plugin which was creating a conflict, and they provided a fix for the plugin!)
If I could give these guys 10 stars out of 5, I would! Thanks!