Interaktivní nápověda pro nastavení HESKu

 

» Nastavení helpdesku

Název helpdesku

Název vašeho helpdesku, například: "HellDesk mé Společnosti"

Helpdesk URL

Adresa složky, ve které bude Váš Helpdesk nainstalován. Nezapisujte koncové / do adresy!
CORRECT: http://www.vasedomena.com/helpdesk
WRONG: http://www.vasedomena.com/helpdesk/ (Nezapisujte koncové / do adresy)

 

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Složka ADMIN

Jméno složky, ve které jsou uložené administrátorské soubory.

Složka musí být uvnitř složky HESKu. Na většině systémů jsou názvy CaSe SeNSiTiVe.

Povolené znaky(ostatní budou odstraněny): a-z A-Z 0-9 _ - (bez diakritiky)

Výchozí: admin

Složka PŘÍLOH

Jméno složky, ve které jsou uložené soubory příloh.

Složka musí být uvnitř složky HESKu a být zapisovatelná z PHP. Na většině systémů jsou názvy CaSe SeNSiTiVe.

Povolené znaky(ostatní budou odstraněny): a-z A-Z 0-9 _ - (bez diakritiky)

Výchozí: attachments

 

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Výpisy na stránku

Výchozí nastavení počtu ticketů na stránku v administračním panelu. Použijte pouze číslice.

Velikost fontu pro tisk

Velikost písma pro "Tiskové verze" stránek ticketů podpory

 

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Automaticky ukončovat tikety

Pokud ticket nemá aktivitu od zákazníka po X dní. Nastavte na 0 pro vypnutí automatického ukončování.

Maximum otevřených žádostí

Maximální počet ticketů na zákazníka. Po dosažení limitu není možné, aby daný zákazníd zadával nove tickety, dokud existující nejsou vyřešeny. Týká se pouze ticketů zadaných přes webový formulář.

Nastavte na 0 pro vypnutí limitů.

 

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Pořadí odpovědí

Choose whether you want most recent replies to appear at top or at bottom of the ticket page.

Formulář pro odpověd

Choose whether you want the Add a reply form to appear at top or at bottom of the ticket page.

 

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Povolit automatické přihlášení

If set to YES staff will have an option to automatically login to their account every time they open HESK administration panel from their computer. If disabled HESK will only be able to remember usernames, not passwords.

Automaticky přiřadit email

Tickets will automatically be assigned to a staff member when submitted.

Several factors are taken into account when assigning tickets automatically, such as ticket category and number of currently open assigned tickets.

 

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Zákaznické řešení

Choose whether customers may mark tickets as resolved.

If disabled, ticket will only be resolvable by staff and automatically for inactivity.

 

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Znovu otevřít ticket

Set to ON to allow customers to reopen a ticket once it has been closed. When set to OFF once closed the customer will have to open a new ticket.

Reagovat na hodnocení

If set to ON customers will be able to mark staff replies as Helpful or Not helpful. This customer feedback will be used to rate staff.

Priorita zákazníka

If set to ON customers will be able to set priority/urgency for their tickets ranging from Low to High. If set to OFF all tickets will be submitted with the default priority (Low) and only staff will be able to change the priority level to a higher one.

 

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Pořadové čislo ticketu

If enabled, all tickets will also show a sequential ID number. This should allow easier customer-staff communication about a ticket (saying ticket ID 45 rather than ticket ID GHS-G5E-A6T8). However, only staff will be able to view tickets by sequential numbers.

 

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Strávený čas

Track time spent working on a ticket.

When enabled, the admin ticket reply form will show a time counter for tracking time spent working on the ticket.

 

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Oznámení nevyžádané pošty

When customer submits a new ticket, the success message will include a notice saying the customer should check inside the SPAM folder if the confirmation email does not arrive.

The notice will not be show in disabled OR if the Notify customer when: They submit a new support ticket is disabled.

The notice message may be notified in the HESK language file.

 

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Seznam uživatelských jmen

If set to ON staff usernames be listed in a select box on the admin login page and they will only need to type their password in. Recommended setting: OFF (staff will have to type both their username and password to login)

 

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Debug mode

Turns ON/OFF the debug mode. In normal usage debug mode should be turned OFF. Turn ON only if you are having problems and Hesk is not working properly. Don't forget to turn back OFF when Hesk is working normally again.

 

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Krátké odkazy

If turned ON, website links longer than 70 chars will be shortened for display.

For example a link like this:
http://www.some-long-domain.com/sub-folder/another-folder/and-yet-another/this-is-some-long-file-name.html?this_is_a_long_query=and_this_is_a_long_value

Would be displayed as:
http://www.some-long-domain.com/sub-folder/another-fol ... long_value

 

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- - Vyberte - -

If checked, "- - Click to Select --" will be the default selection for ticket category and/or priority when submitting a new ticket.

 

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Použít anti-SPAM obrázek

Toggles use of the anti-SPAM security image (captcha).

Value Meaning
OFF anti-SPAM images disabled
ON - Customers   only customers will be required to solve the image
ON - All both customer and staff will be required to solve it
 
Image type
Simple image   a very basic image generated by PHP (GD library required)
A simple image is not effective against advanced robots, consider using an anti-SPAM questions or ReCaptcha instead!
ReCaptcha   use a free service by Google (requires registration)

 

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ReCaptcha

ReCaptcha is a free anti-bot service by Google.

To use ReCaptcha you will need to:

  1. Register for ReCaptcha
  2. Click Get reCAPTCHA
  3. Enter your website details in the Register a new site form
  4. Copy the Site key into HESK settings
  5. Copy the Secret key into HESK settings
  6. Save HESK settings
  7. Try submitting a new ticket through the customer interface to verify reCAPTCHA works fine.

 

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Používat ANTI-SPAM otázku

Toggles use of the anti-SPAM security question. This is a very simple yet quite effective way of combating spammers (not if they decide to target your website specifically but it should block all the spambots travelling the web). The idea is to create a unique question that only humans can answer to. You can use HTML code in the question. Answers are not CaSe SeNSiTiVe. Some examples:

-> Question -> Answer
What color is water? Blue
What is the next number after four? (use only digits) 5
Type access code ABCDE here: ABCDE
Access code: (find it on the bottom of our links page) Somecode

Warning! DO NOT use these examples, use a unique question that will only be used on your website!

 

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Limit pokusů o přihlášení & Čas BANu (minuty)

This feature limits brute-force attacks to either login to HESK or view tickets.

After Login attempts limit number of failed attempts to view a ticket or login to HESK the IP address will be banned for Ban time (minutes).

To disable failed login attempts limiting, set value to 0 (NOT recommended!).

 

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Resetování hesla

If enabled, users will be able to reset their forgotten password over email.

 

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Zobrazit tickety

If enabled (checked), customers will need to enter both their email address and ticket tracking ID to view the contents of a tickets. If disabled, only entering ticket tracking ID will suffice.

 

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» Přílohy

Povolit přílohy

Select YES to enable file attachments. If enabled customers and support staff will have the option to attach files to support tickets.

NOTE: If and how file attachments will work depends on your server settings, please refer to readme.html for considerations and possible limitations of file attachments on your server.

Počet na příspevek

Number of file attachments allowed per post. Optimal range is around 1 to 4. This setting is only available if "Use attachments" is set to YES.

 

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Maximální velikost souboru

Maximum size of attached files. Note that the maximum upload file size is limited by your server settings, please refer to readme.html for more information on file attachment limits. This setting is only available if "Use attachments" is set to YES.

Povolené typy souborů

Allowed file extensions for attaching files. To add more extensions use the same formatting .ext and separate them with a comma. This setting is only available if "Use attachments" is set to YES.

 

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