http://forums.accord5.com/ Official discussion boards for ACCORD5 en Sat, 04 Feb 2012 04:38:30 +0000 http://forums.accord5.com/topic/email-notifications-to-all-staff-on-update#post-5423 Mon, 30 Jan 2012 18:16:37 +0000 erron 5423@http://forums.accord5.com/ <p>We are looking to change ticketing system and tried quite a few, we really like trellis, even more than some of the paid ticketing system out there.</p> <p>We will be paying for support but we had one issue with our testing, when a staff member replies to a ticket, no other staff are notified by email, our old system could do this and is a requirement for our new one.</p> <p>Is this possible? </p> http://forums.accord5.com/topic/piping-issue#post-4907 Thu, 10 Feb 2011 00:58:53 +0000 paco 4907@http://forums.accord5.com/ <p>Hello..</p> <p>I just downloaded the aplication and installed it. First of i want to congratulate with the excellent work. :-)<br /> But i do have a question, regarding this. I have some trouble with setting up a cronjob.</p> <p>Question 1:<br /> First of, i would like to know what the difference is between setting up the cronjob using the pipe.php file and /or the pop3.php file. Can you clarify this for me, plz?</p> <p>Question 2:<br /> In both cases i get a similar error message. When i paste this in my browser to try it:<br /> <a href="http://mydomains.com/sources/pop3.php" rel="nofollow">http://mydomains.com/sources/pop3.php</a> OR <a href="http://mydomains.com/sources/pipe.php" rel="nofollow">http://mydomains.com/sources/pipe.php</a></p> <p>I get the following message:<br /> #!/usr/bin/php -q<br /> Warning: require_once(Mail/mimeDecode.php) [function.require-once]: failed to open stream: No such file or directory in /www/hosting/mydomains.com/includes/class_mailparse.php on line 30</p> <p>Fatal error: require_once() [function.require]: Failed opening required 'Mail/mimeDecode.php' (include_path='.:/usr/share/pear:/usr/share/php') in /www/hosting/mydomains.com/includes/class_mailparse.php on line 30</p> <p>I get this from this URL:<br /> <a href="http://docs.accord5.com/Email_Piping" rel="nofollow">http://docs.accord5.com/Email_Piping</a></p> <p>Hoping that some one can help me.<br /> Many thanks in advance..<br /> Cheers,<br /> Paco</p> <p>Pd. The V2.0 (beta) looks VERY nice.. Any idea when the first stable release will come out? </p> http://forums.accord5.com/topic/german-language-translation#post-5194 Sun, 18 Sep 2011 06:10:51 +0000 bastelix 5194@http://forums.accord5.com/ <p>Hello Forum-Member.</p> <p>Has someone a German translation for v2 ? I need it very fast and would also be willing to pay for it.</p> <p>Thank in advance,<br /> René </p> http://forums.accord5.com/topic/support-for-trellis-desk#post-5206 Thu, 29 Sep 2011 17:48:19 +0000 KarenO 5206@http://forums.accord5.com/ <p>I am in need of support for Trellis Desk. Is this something you still provide (for a fee)? If not, can you suggest where I might be able to get some help? Thank you. </p> http://forums.accord5.com/topic/embedding-vids-in-kbase#post-5183 Sat, 10 Sep 2011 19:17:08 +0000 Scott G. 5183@http://forums.accord5.com/ <p>I'm trying to set up a knowledgebase for a client, one that allows me to embed an instructional video. I plan on using the free edition of Flowplayer, but I can't figure out how to call it from within an article. I've added a config section to the index.php file, and have an iframe embedded into the article, but it insists on playing the vid through my copy of Windows Media Player.</p> <p>I'm going to need at least two paid copies of whatever help desk software allows me to do this. You can see my test bed at:</p> <p><a href="http://agilemarketingservices.com/help/index.php?act=kb&#38;code=cat&#38;id=1" rel="nofollow">http://agilemarketingservices.com/help/index.php?act=kb&#38;code=cat&#38;id=1</a></p> <p>If anyone has a suggestion, I'd love to hear it! Thanks in advance,</p> <p>Scott G. </p> http://forums.accord5.com/topic/general-functionality-questions#post-5156 Fri, 12 Aug 2011 13:58:07 +0000 codlan92 5156@http://forums.accord5.com/ <p>I played around with the demo for a few minutes to familiarize myself with Trellis, and I must say I am impressed. I do have a few questions regarding general functionality of the product however;</p> <p>Can i manage all tickets related to, what would be in my case, a single client? For example, lets say I provide data hosting services, and need to have on-hand in notes what hardware my client has installed, where it is installed, contact information for the client, and a history of prior incidents with this client? If so, how many clients can i support?</p> <p>What is the best way for clients to view the status of their ticket? Ideally I'd like them to get real-time updates regarding the work that has been done to resolve their problems. Is there a way to export any of this information to my website?</p> <p>Can clients create help-requests on their own easily? How does this work?</p> <p>Thanks for any help,</p> <p>Charlie </p> http://forums.accord5.com/topic/sla-and-escalation-supported#post-4614 Wed, 08 Sep 2010 20:51:03 +0000 giteshtrivedi 4614@http://forums.accord5.com/ <p>Hi,</p> <p>I have some queries for these features.<br /> 1. Does it Service Level Agreement supported?<br /> 2. Escalation is supported or not. I have read this feature but didn't see in demo.<br /> 3. What about extra themes? Where can we get?<br /> Sorry please accept my apologize because before taking some decision about unbranding we should need to clear doubts.<br /> Thanks and regards,<br /> Gitesh </p> http://forums.accord5.com/topic/postgres-interoperability#post-5117 Sun, 03 Jul 2011 04:46:26 +0000 shpid3r 5117@http://forums.accord5.com/ <p>Hello!</p> <p>I am wondering if there is any way of making Trellis Desk work with PostgreSQL.<br /> We already have a db system running and are interested in bolting on a system like the one you developed - ofc with the proper configuration.</p> <p>Thanks! </p> http://forums.accord5.com/topic/no-reply-1#post-5085 Tue, 31 May 2011 23:40:23 +0000 danrcf 5085@http://forums.accord5.com/ <p>I have email accord5 about this a few days but with no reply to my answer, so i will make the question here again, i am would to buy some sort of support, so i am looking for the right choice.<br /> I would like to remove the logo and insert my in place, how much will this cost, and king of support do i choose for this?</p> <p>thanks </p> http://forums.accord5.com/topic/reply-by-email#post-5050 Wed, 27 Apr 2011 05:32:01 +0000 daclements 5050@http://forums.accord5.com/ <p>Hi,</p> <p>I'm working with a client who is using Trellis Desk and he wants to know whether there's a way to reply to email notifications of new tickets with his response to the ticket and have Trellis Desk use that email to reply to the ticket for the customer.</p> <p>It seems that email piping is centered on allowing customers to send tickets to a dedicated email address and have them create new tickets from the received tickets, but can the admins reply by email to respond to new tickets?</p> <p>Thanks </p> http://forums.accord5.com/topic/link-user-table-to-cubecart-user-table#post-4966 Sun, 06 Mar 2011 11:56:27 +0000 gmellor 4966@http://forums.accord5.com/ <p>Hi,<br /> I am hosting an online site with Cubecart V3 software. The site had a MySQL database which contains details of users (email and password). Is there a way of linking these tables so that when the customer logs into the site, if they need tech support they can use Trellis Helpdesk but not have to re-register or login on this site (they will have already registered and logged into Cubecart).</p> <p>Basically - can I use a different table for user login (The Cubcart user table rather than the Trellis Members table)???</p> <p>Thanks,<br /> Gary. </p> http://forums.accord5.com/topic/v-20#post-4961 Fri, 04 Mar 2011 18:13:32 +0000 saavedrams 4961@http://forums.accord5.com/ <p>Hi, We are a company interested in pucharse some plan, but when is coming the new version? because with that version it would be great buy some support plan.</p> <p>Hope you can help us. </p> http://forums.accord5.com/topic/clearn-url-plz#post-4955 Tue, 01 Mar 2011 07:25:09 +0000 Uzenmi 4955@http://forums.accord5.com/ <p>I am using TrellisDesk v1.0.4 final, and can you help me rewrite url like this forum?</p> <p>Thank you. </p> http://forums.accord5.com/topic/2-quick-questions#post-3918 Mon, 04 Jan 2010 09:04:44 +0000 arachnica 3918@http://forums.accord5.com/ <p>Hi,</p> <p>I've been looking around for a helpdesk solution for a graduate recruitment website I am building at the moment. I have two quick questions:-</p> <p>1. When users have logged into my site, can I integrate Trellis Desk so that they don't have to seperately log in to the helpdesk? Can I completely integrate my website and the helpdesk?</p> <p>2. I have two sets of users using my site, graduates and recruiters, is it possible in any way to seperate their KB articles so that graduates only see graduate articles and employers only employer articles?</p> <p>I love the look of the software and the demo and look forward to the 2.0 version when it is ready.</p> <p>One quick point, when looking around your site, if you go to the forums or the blog, I couldn't find an easy way back to your homepage! </p> http://forums.accord5.com/topic/custom-fields-options#post-4770 Thu, 25 Nov 2010 09:07:05 +0000 xxxrich 4770@http://forums.accord5.com/ <p>I'm quite happy to purchase logo removal and 1 year support if:</p> <p>It is relatively easy to add option fields to submit ticket for the purpose of requesting combined services<br /> for example:<br /> I am a car wash company!</p> <p>my client 'FORD' request a valet (multiple choices) and they choose 'wax and polish'<br /> but they want to also have the option of choosing a minor repair i.e scuff to the bumper</p> <p>in the support ticket demo you have one (1) priority option field.</p> <p>can you ( or i ) add let say... two more, one for valet one for repair and amend 'priority' as another service category?</p> <p>I look forward to hearing from you! </p> <p>(rich) </p> http://forums.accord5.com/topic/end-user-reopen-ticket#post-4567 Mon, 23 Aug 2010 03:36:04 +0000 bakapants 4567@http://forums.accord5.com/ <p>I have reposted this as I am looking at purchasing copyright removal but need some questions answered beforehand to ensure it does (or can do with some modification) what I need.</p> <p>If a user closes a ticket how can a user then reopen the ticket, I cannot see this option in the end users interface in 'Ticket History &gt; [Click on the ticket]' ?</p> <p>I have made sure the 'Can Reopen Own Tickets' in the department is also checked.</p> <p>thanks </p> http://forums.accord5.com/topic/attaching-a-document#post-4481 Thu, 08 Jul 2010 12:47:13 +0000 jloswald 4481@http://forums.accord5.com/ <p>I was wondering if someone signs up to my help desk, if they are able to attach a document to their support request? I was viewing the demo, and it seems as though a member can attach a document, but not a user, so I am confused on what the difference is between a user and a member? Would member be, let's say, a paid customer to my joomla site? </p> http://forums.accord5.com/topic/integrating-with-erp#post-4428 Mon, 14 Jun 2010 17:22:21 +0000 ngole 4428@http://forums.accord5.com/ <p>Hi there, we are a IT service provider based out of Melbourne, Australia. We use Pronto as an ERP package (www.pronto.com.au) which has a service delivery module we use for our job/call logging. I am now looking at implementing ITIL in the company and establishing a service desk. I therefore have a few questions<br /> - Is the software absolutely free?<br /> - The ERP backend has SQL databases - do you provide customisation/support/API to link to these databases to read/write information?<br /> - The service desk ticketing will need to integrate into the ERP service calls.<br /> - Does your software support all ITIL processes?</p> <p>Cheers<br /> Nick </p> http://forums.accord5.com/topic/reporting#post-4356 Tue, 04 May 2010 12:31:59 +0000 vicmunn 4356@http://forums.accord5.com/ <p>Do you plan to add a reporting module? If so, when?<br /> Thx </p> http://forums.accord5.com/topic/reporting-1#post-4400 Tue, 01 Jun 2010 08:24:27 +0000 bill 4400@http://forums.accord5.com/ <p>Hello team.</p> <p>I am looking to implement a help-desk solution for my school, and your product looks great. A few questions: </p> <p>1. I need custom fields - for example, machine type, machine serial, grade, teacher</p> <p>2. I need detailed reporting - and detailed reporting on the above issues. I am interested in tracking which users are submitting the most repairs, which machines are breaking, when, etc... I would love to see if students in a certain class have higher tech support incidents. </p> <p>3. I need ticket creation to be really fast - how quickly can a tech enter in a new ticket (I'm thinking under 10 seconds to enter in ticket information). </p> <p>Thank you for your hard work! </p> <p>Warmly, </p> <p>Bill </p>