Urgently need more management options from the front-end

I'm adapting Helpdesk Pro to use as a system for presenters to submit content to present at a conference...so far it looks like it will work brilliantly! However, there are a couple of things that could make it considerably better (especially if it might be possible to add the functionality before we start taking submissions in the next couple months).

Would it be possible to add full management options from the front-end?  I'm the only person with administrative access to the back-end of the website and I'm not keen to add admin accounts for anyone else (who don't know what they're doing).  We have a few people who will be reviewing the submissions, though, and I need them to be able to change the category, status, reassign to another reviewer (staff), and view/change labels from the front-end interface.  Right now it appears all they can do is view category, status, and priority, and add comments.  Even when logged in as a super admin I can't seem to change the category, etc. from the front.  Labels with their colour-coding are missing entirely, and these are super important to our setup as that's how they will sort presentations into sessions.

Second, in the reply by email plugin, I see it's possible to ignore messages from specified senders/subjects.  Could this be expanded to pull messages ONLY from specified senders/subjects, please?  I use Zoho mail for our society and have a single inbox with multiple aliases that sort into folders based on incoming address.  At the moment, I'm struggling to set up the plugin because I can't direct it to pull only from a subfolder of the inbox, nor is there any way to target only those messages sent to submissions@mydomain.  I tried hiding all of the folders except the one I want from IMAP visibility, but the minute I hide the primary inbox I lose the ability to pull messages into Joomla.  Also, I'm not sure if this is a bug, but the help manual says that when using the reply by email plugin, if a connection can't be established to an email account, a log of the error should be written to plugins/system/hdpreplyviaemail/logs.txt.  I've been having issues getting my email setup and when I test using deliberately incorrect credentials, the log isn't created.

And lastly, the styling of the app doesn't work well with dark mode in Joomla admin.  This is minor, but I've been forced to go back to using light mode because I can't read the text when working with Helpdesk Pro and it'd be great if that could be fixed in a later update.

Cheers
Shannon

 

Hi Shannon

- About change category.... You need to give them permission. Go to Helpdesk Pro -> Configuration, click on Options button in the toolbar, select the user group, set Change Ticket Category, Change Ticket Status, Assign Ticket permissions to Allowed and they will be allowed to perform the actions.

- About ignore emails from certain senders: The plugin has parameter Ignore Emails. You can enter the senders you want to ignore there (each sender in one line) and the emails sent from these senders will be ignored. Won't that work for your need ?

- About dark mode, Yes, I will check and try to have it supported in the future

Regards,

Tuan

Hi Tuan,

Thanks for the quick reply. I didn't think about the permissions...my bad! I've now changed the permissions to allow the relevant user groups to edit the category, status, and assign, but it still isn't working in the front end. Not even for super user. The assign ticket to the right, is fine, but the two drop boxes at the top for category and status aren't working. I click them and nothing happens. I've cleared both the Joomla and browser caches, so now I'm thinking it might be a theme clash? Any ideas how to resolve?  I'll attach a screenshot of what I'm seeing.

Also, would adding labels to the front-end (as I mentioned above), be a feature that could be added relatively soon? They're critical to how I'm trying to set this up. 

For the email, the problem is I won't have any idea where the message is from, just the alias it's being sent to.  So I can't exclude the senders because the senders could be anyone.  If we have 50 different presenters replying to messages from our review team, that's 50 different from emails that I DO want, to the exclusion of everything else.  What I need to be able to do is pull the emails only sent to the alias submissions@mydomain, or else target a subfolder of the inbox that those messages are filtered into.  As a workaround for now, I'll go create a free inbox elsewhere (like hotmail) so I can at least keep the messages separate and pull them into the system. 

Cheers,
Shannon

Hi Shannon

- The change category/change status button sound like there is javascript conflict somewhere on your site causes it is not working. Please submit a support ticket sending us super user account of your site and link to the page so that I can check and get it sorted

- Does the Label feature works for you in the backend? I meant does it works exactly as you want? If Yes, I will try to implement it for frontend very soon

- About the email: As exclude senders does not work for you, I wonder what we can do to help you in this case?

Regards,

Tuan

Hi Tuan,

I go set up the admin access and send that through as a ticket.

With its current functionality, the labels are working in a way that'll suit my needs. Ideally, I'd like to be able to apply multiple labels to a single ticket, and it would also be really great to batch change label/category/status to multiple tickets at once. But for now, as long as I my reviewers can see the ticket labels (and their colours) in the front end, and change them, that'll let me set up the system I need for our upcoming conference.

I've created a separate email inbox on another platform which is a viable workaround for now. In future, though, if you could add the functionality to "ignore all except:" plus a list of addresses and/or keywords that are searched for in the sender, recipient, and subject fields -- sort of the existing ignore functionality in reverse -- that'd be fantastic. Maybe with a toggle to switch between the existing ignore lists and an alternate ignore all except list?

Cheers

OK Shannon, I will think more about it

Regards,

Tuan