Introduction

Help Desk

Issue Tracker is a support system component, of a type commonly also known as 'Helpdesk' or 'Customer Support Software'. This tool assists webmasters, developers and support staff to organise incoming queries or issues in an efficient manner, helping to provide a swift and efficient response.

  • Favourite
  • Report

Built upon Joomla! it is simple to use, fast, secure and user friendly.

A configurable option enables users of the service offered by the web site will be able anytime to create a new issue ticket so that they can report a complaint, request, suggestion, etc.
The service may be restricted to registered users only or made available to unregistered users as well. This issue ticket will be attended and replied by the web supporters (operators or administrators).
An issue ticket behaves much like a forum thread of messages, except for the fact that every issue ticket can be made private and only visible to the
user/customer who created it and the operators and authorized staff of the web.

Features:

  • Issue Tracker can, if enabled, send e-mail updates to the raiser when updates are made to the issue by support. Uses site defined html email templates.
  • It has the ability to support language translations (English supplied).
  • Supplied demo data can be installed/removed to enable site testing.
  • Login and authorization integrated with Joomla! users table.
  • Non-registered users can open support issues (configuration option) which are managed from the administrator interface or the front end of the site.
  • Ability (if configured) for registered users to later add additional information to their issues.
  • Recognises non-registered users detail for guest raised issues.
  • Integrated with Joomla mail function for communications with support representatives and users.
  • Can assign default support representative to projects issues.
  • Flexible security structured with different permission levels for both customers and support staff. ACL implemented.
  • Full checkin/checkout record locking for additional security.
  • Ability to switch on/off displayable form fields.
  • Ability to raise/update issues from emails.
  • Advanced audit features.
  • Custom Fields.

Simple but powerful.

100
Functionality

This is very functional and user friendly. Has great features and custom fields.

100
Ease of use

Very easy to use. I had 99.9% of it without asking any questions.

100
Support

It takes some time to register to the site but once you do support is excellent. They are very professional and willing to really help.

100
Documentation

Its all documented but I haven't really needed it. Most of the time I find my answers on their support forum.

I used this to: I use it as a ticketing system for my employees.
100
100
Functionality

Virtually have all the function needed to run a help desk.
Using template overriding feature, it is very easy to customize.

100
Ease of use

In Starting we may have some issues, But every extension has its learning curve but when you are adapt to it, it is a master piece.

100
Support

Yes Faq section and supoort forum has many answer for our question

I used this to: i use this on my website http://www.kishoreweblabs.com to run a help desk
100
Functionality

Out of the box Issue Tracker has everything you need to implement a full-service help desk extension that can be easily custom.

100
Ease of use

This is a highly intuitive product that also has detailed and thorough documentation that is kept up to date with the latest updates.

100
Support

Response to my questions and issues was almost immediate and resolution was within a day for most with. Geoff is absolutely fantastic!

100
Documentation

There is a detailed 152 page PDF covering everything you need to know about how to install, configure, and use Issue Tracker.

I used this to: I've customized Issue Tracker to manage an RMA "Return Materials Authorization" process, and a Condominium "Outside Request Process" where residents submit requests that are reviewed and voted on by 5 board members before approval. IT provides a full audit trail of this process.
100

Great extension


Posted on 21 August 2014

I like and recommend this extension very much. The support is extremely efficient. Thank you very much.

80

Good job!


Posted on 08 April 2014

Really good piece of software. With some CSS overrides done it works and looks great for us!

100

State-of-the-art


Posted on 28 September 2013

This is a true example how an extension should be written. As an experienced Joomla user, it took me less than 5 hours to set up a fully functional issue reporting system, and that is including the cyrilic translation I did myself! Every backend option is exactly where it's supposed to be, everything is really clear. I even needed to rewrite a part of the code to suit my particular needs, and even that took a minute to locate and change.

Kudos to the developer! It's people like you that have made such rapid expansion of the Web service possible.

100

Very good extension


Posted on 11 September 2013

Very good extension, actively improving it.



Very clean and commented code.



Enought menu item and module options.



Keep the good work!

Unfortunately I ran into a few problems when I first installed this extension, which were in the main down to my server environment and incorrect configuration on my part. Geoff in support has been fantastic and very responsive. There is a lot of developers on this site that could learn a lot from him. If I install an extension and I run into problems and am unable to resolve them my first point of call is the developer and if they ignore me then its generally uninstall which is a shame. However here I am confident that if I do have an problems or suggestions they will be listened to and acted upon promptly. This extension is just what I was looking for and has loads of features to make it invaluable, topped with brilliant customer service I cannot recommend it enough 10/10.

Wow! this little gem keeps improving with age. Now at 1.2.0 they have added cool new features and most importantly Issue Tracker just "works" as is. Well done.

Issue tracker was just what I was looking for. Up and running in minutes, just configurable enough. Perfect for my one-woman shop, many customers and lots of small support tasks to perform. I've created a language pack for Dutch, which was also easy and perfectly well documented on the website.

I think with a few minor enhancements this tool could be even greater, but, as said, it's quite perfect already! Thanks guys for sharing this!

IP Mapping IP Mapping
Free

IP Mapping

By G S Chapman
Analytics
This extension displays IP address locations within Google Map(s). It takes the ideas from a Joomla 1.5 extension Visitors Google Map Lite by Serdar Gokkus and builds upon the capability in a number of ways. It provides full Joomla 2.5/3/x compatibility and implements a fully functional back end component. It is possible to store IP addresses against specified 'reasons' and display these upon a G...
Rialto Rialto
Free

Rialto

By G S Chapman
Classified Ads
The Rialto component is a Classified Advertisements component. Wikipedia defines Classified advertising as a form of advertising which is particularly common in newspapers, online and other periodicals which may be sold or distributed free of charge. Advertisements in a newspaper are typically short, as they are charged for by the line, and one newspaper column wide. An advertisement as seen in a...
Macrotone JAudit Macrotone JAudit
Free

Macrotone JAudit

By G S Chapman
Site Security
Macrotone Joomla Audit is a support system component, that provides details of changes made upon the underlying database tables. This tool creates 'change history' / 'audit' records upon selected table field changes, chosen by the Joomla administrator. It does not make any changes to the Joomla core code since all changes are 'captured' by underlying database triggers upon the tables. The compon...
Timesheet Timesheet
Free

Timesheet

By G S Chapman
Project & Task Management
Macrotone Timesheet is a component which allows employees to enter timesheet information that may later be printed and/or distributed to the company accounts for processing. The idea is that employees have a central mechanism for time entries against specific project (or account) codes. Note that it requires a MySQL database version 5.5.3 or higher. A timesheet is defined as a piece of ​paper...
Password Control Password Control
Free

Password Control

By G S Chapman
Site Security
The Password Control system plugin enforces password changes upon registered site users. The change can be enforced for the initial (first) connection only, and/or for periodic changing. Optionally the users can be redirected back to the home page when a password change is enforced. There is the ability to define 'exempt' users, i.e. users for whom the administrator does not want to enforce pass...

Issue Tracker

Version:
1.6.11
Developer:
G S Chapman
Last updated:
Feb 23 2017
Date added:
Nov 19 2014
License:
GPLv2 or later
Type:
Free download
Includes:
c m p
Compatibility:
3
Download

Uses Joomla! Update System

Score:


Write a review