Support plugin
This plugin allows you to manage communication with front-end users using a basic ticketing system. Tickets are created by users and assigned to support staff. Support staff can respond via the back-end, make internal notes and reassign tickets to other support staff. Users and staff can interact with eachother by making comments against the ticket and can also provide file attachments.
To note:
- This plugin requires
RainLab.Userto operate. - Only registered users can submit tickets.
Notifications
All ticket activity will be sent to the user who logged the ticket, except for internal messages between staff. Likewise ticket activity will be sent to the assigned staff member or to all staff members if no assignee is used. When a ticket is closed, all participants will be notified. Notifications are not sent to the person who triggered the event.
By default all back-end administrators are considered staff members. You can restrict this by creating a administrator group that uses the API code support-members and assigning administrators who you wish to act as support staff. Follow these instructions to create a group:
- Select Settings > Administrators > Manage Groups > New Group in the backend area.
- Place a tick in Add new administrators to this group by default. to add all the existing admins to this new group (optional).
- Enter a name: Support members
- Enter the code:
support-members - Click Create
System requirements
This plugin relies on the system schedule process for running its automated tasks. You should ensure that your cron table is configured correctly for this plugin to work. Alternatively you can manually process the support logic by calling php artisan support:run and run it every 5-10 minutes.
Automatically closing tickets
Tickets will close automatically after 7 days if they meet the following criteria:
- Last message sent was by a support member.
- Last message was not an internal message.
- Ticket is not closed already.
The following plugin is required
Installation via Command Line
php artisan plugin:install Responsiv.Support
- Introduction - explains how to get started using the Support plugin
- Tickets - managing tickets in the admin panel, the ticket lifecycle and support staff
- Ticket Types - ticket categories, hidden types and automatic assignment
- Mail Templates - notifications sent to users and support staff
- Configuration - automatic closing and attachment rules
- Theming - AJAX forms, partials, styles and translation of the default markup
- Extending - events and methods for adding to the ticket page, the support worker and the notifications
- Upgrade Guide - changes to check when upgrading from an earlier version
- Components - lists all the available components found in this plugin
- Tickets - lists the tickets of the signed-in user
- Ticket - shows a ticket with its conversation and a reply form
- Ticket Submit - form for submitting a new ticket
- Ticket Update - edits the original ticket or one of the user's replies
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PS Dhillon
Found the plugin useful on 28 Jun, 2017
Allowing users to upload anything on server in the same directory as web is very bad security practice. ref: https://paragonie.com/blog/2015/10/how-securely-allow-users-upload-files
Can you please either improve upon above mentioned suggestions or provide option to disable file upload?
Note: I love your product though and wanted to provide constructive feedback!!
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Peter Deed
Found the plugin useful on 26 Dec, 2016
Very useful and clean support tool. Replaces our previous slow and complex Fault Management System with something vry user friendly
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| 2.0.0 |
Requires October CMS 4.4 or later, with a modernised backend, framework-neutral component partials and translatable strings Nov 01, 2026 |
|---|---|
| 1.2.0 |
Security fixes for message HTML, file uploads and delete permissions Nov 01, 2026 |
| 1.1.0 |
Compatibility with latest RainLab.User plugin Feb 19, 2026 |
| 1.0.13 |
Fixes display issue when full name is missing. Oct 24, 2022 |
| 1.0.12 |
Add status filter to tickets component. Aug 19, 2021 |
| 1.0.11 |
Minor update to support command internals. Jul 14, 2017 |
| 1.0.10 |
Ticket submission component now supports forcing a ticket type. Aug 18, 2016 |
| 1.0.9 |
Added validation to ticket submission. Aug 16, 2016 |
| 1.0.8 |
Update main menu item to include SVG version. Aug 14, 2016 |
| 1.0.7 |
Minor UI and code improvements. Aug 14, 2016 |
| 1.0.6 |
Fixes protection level on Support model class. Sep 21, 2015 |
| 1.0.5 |
Add pagination to the ticket list component. Sep 08, 2015 |
| 1.0.4 |
Attachment links are now shown in staff notifications. Sep 02, 2015 |
| 1.0.3 |
Seed all database tables Sep 01, 2015 |
| 1.0.2 |
Set up database tables Sep 01, 2015 |
| 1.0.1 |
First version of Support Sep 01, 2015 |
