Introduction

Help Desk

Communication is an essential aspect of online businesses, helping your customers better understand and use your products is the best way to increase your success. With its robust set of features: online and email ticket generation, categorization of tickets through departments, knowledgebase system and many more, RSTickets!Pro will provide all the means of creating a professional help desk system in your own site. We, here at RSJoomla!, are also using this system for our clients so we have first hand experience with this great product.

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Specs
» Compatible with Joomla! 3.x

Highlights
» Manage your customers' issues through the frontend or the backend.
» Create custom fields - choose if they are mandatory or not, personalize validation messages, add custom HTML attributes.
» Customize each department - setup custom fields, change email address, notify other emails,
» Spam protection - protect the submission form with either the built-in CAPTCHA or ReCAPTCHA.
» Total control - Assign staff members to multiple departments, create groups that your staff members belong to.
» Customizable statuses - create any number of custom statuses on top of the built-in ones (open, on-hold, closed).
» Priority levels - by default low, normal and high. Add any number of priorities you want!
» Notify customers of inactivity - if customers don't reply in a timely manner, tickets can be closed automatically after a notification is sent.
» Increased workflow - with the automatic ticket assignment you won't have to worry about assigning tickets, they get assigned load-balanced to each available staff member.
» Better usability - only one form to complete and your customers will receive an automatically generated account and a copy of their ticket.
» Knowledgebase - add articles & categories as resources for your clients to use.
» Client's dashboard - a place where your client can search the knowledgebase, submit a ticket, view and search his own tickets.
» Customize email messages - each email message sent by RSTickets! Pro can be customized.
» Avatars - Gravatar, Community Builder, JomSocial, Kunena.
» Three ways to view a ticket - plain (all information on the page), accordion or tabs (relevant information separated).
» Ticket subjects - choose either predefined subjects or allow customers to enter their own subject.
» Predefined searches - create quickly accessible links for your most common searches.

Menus
» Dashboard
» Tickets
» Submit a ticket
» Knowledgebase - Single Article
» Knowledgebase - Layout

100
Functionality

Rich functionality, it covers all requirements for corporate ticket systems.

100
Ease of use

Very easy to use and implement. For several hours we have done a setup of the RSTickets Pro, covered all requirements of our customers.

100
Support

Perfect support! The colleagues from RSJoomla! react of our tickets immediately and solve the problems for very short time.

100
Documentation

Well done, clear descriptions.

100
Value for money

Absolute great value for money!

I used this to: help deck part of 3 commercial sites of our customers. The sites are part of complex information systems for traffic management.
100

Totally Happy


Posted on 27 November 2015
100
Functionality

I haven't tested all features, so far it is great.

100
Ease of use

Very easy to use and implement

100
Support

Support is amazing, I had an issue with CSS, it wasn't RSJoomla related. anyway they send me their recommendations and it was very helpful

100
Documentation

Very good.

100
Value for money

It is worth it 100%. In the future I will considere RSJoomla first for any of my code needs.

I used this to: Support company page.

This component is the best in it's categorie and does worth the price for sure.

the support is excellent and they really care if you need help.

Highly recommended.

I have been using RSTicketsPro for a couple of years now and I have to say the support I received from these guys has been second to none! Just recently I had a couple of issues with CSS and a Javascript problem with IE8. I sent in the support requests and had answers back the very next day. Well worth the money they charge for this component. Easy to configure and customise.

Keep up the good work!

This component is one of the best and does worth the price.

I had an issue to get the captcha working (because of a javascript conflict on my site, not the component problem)and the support was fantastic.

Highly recommended.

the component is great, does its job properly! also excellent assistance, he called me by phone to resolve my problem. Highly recommended!

I'm using this system for nearly 2 years (if I remember well). It's the best support system I've ever used. A suggestion for future releases: I'm looking for some way how to create tickets automatically, based on received emails. Most of customers are little bit "lazy" to open tickets using web interface and rather send an email, or they just reply to an email with license they just purchased.

Owner's reply: Thanks for the review. You already have that feature for RSTickets!Pro with the Cron plugin that parses the e-mails and make them tickets.

Just to get the semi-bad out of the way...this product is missing the ability for the manager to "listen-in" and monitor tickets that have been assigned AND it only deletes the emails after the cron picks them up (instead of just reading them).



As for the good stuff...This is a great product that is bug-free and terrific support. I can give no higher praise then to say that the available features work as advertised and when their is a problem you get a response.



Thanks RS Joomla!

We've tried many different helpdesk apps, but RSTickets Pro is the one that we have elected as our standard. It is flexible and dependable. When we've had an issue, we found support to be efficient and helpful in providing a solution.



This has become the norm for RS products, so they have become standards for the sites we build and support!

Here is a seriously honest review from someone who has wasted $1000+ on bad components.



This is a component that is simple to use, does its core function and has great support.



Pros:

Simple setup

Great options for customizing

1 CSS file for easy formatting

Awesome email notifications, plus templates

Let's you add the item ID for email return URL (seriously awesome)

No bugs

Clients LOVE it

gravatar!

Knowledge base + articles

Great support

professional look and feel

IT WORKS OUT OF THE BOX



Hat's off to the RS Joomla team. They really know how to make some kick ass extensions.

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RSTickets!Pro

Version:
2.3.0
Developer:
RSJoomla!
Last updated:
May 24 2018
Date added:
Nov 18 2014
License:
GPLv2 or later
Type:
Paid download
Includes:
c m p
Compatibility:
3
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Uses Joomla! Update System

Score:


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