Get code. Get moving.

Pricing

Choose your license based on your development needs. All licenses come with full source code. They are not limited to a set number of developers, but they are limited based on the number of sites you want to build. A “site” is one web application served from one domain, such as example.com.

The license is a one-time fee. You don’t need to pay yearly, per developer, or per server.

Not sure whether you are going to build multiple sites at this point? You can always buy the Single Site License now and get a discount equal to the cost of the Single Site License on a purchase of the Multiple Site License later.

By purchasing a license you are agreeing to the license agreement

Features

• The dashboard gives you a complete view of all incoming and outgoing communication
• Track the progress of each ticket from New, to Assigned, to Closed
• An audit trail shows you who wrote to the customer, when the ticket was closed, reopened, etc.
• A tag system lets you easily and flexibly organize support requests
• With "monitor this ticket" you can easily monitor tickets, even if they are not assigned to you
• Annotate a support ticket with notes, visible only to staff but not to the customer
• Add to-dos to specific tickets
• A built-in Bayesian spam filter
• ATOM feeds for all ticket activity
• Seamlessly integrates with your email. Send and receive mail without leaving the application
• Incoming email automatically creates a new ticket or is routed to the correct ticket
• Works with any email account vial POP/IMAP and SMTP (including Gmail!)
• Supports both incoming and outgoing email file attachments
• Automated email fetcher daemon continually checks for new mail
• Includes an email auto-responder. When a customer initiates contact via email or web form, they immediately receive a follow-up with details of their request
• You have full control over the email templates. They're simple ActionMailer templates
• Integrates with your application's user system, so your customers (and you) don't have to log in twice
• Works out of the box with the restful_authentication plugin. Can be easily adapted to other user systems
• A customizable permission system gives you fine-grained access control
• Complete support for anonymous users, as well as logged in users
• Anonymous users can access their ticket histories via single-use access keys
• A knowledgebase, so you can easily add FAQs and User Guides to your site
• A customer service portal, where users can search the knowledgebase or request support
• Lets customers easily track the progress of their support requests
• Automatically sends your customers email when their ticket is updated
• The customer portal area has its own controllers and views, meaning that you can customize without worrying about breaking the staff-facing parts of the helpdesk
• An interface for capturing support requests by web form.
• Fully namespaced models and controllers: our Article model won't conflict with yours
• Code to Test Ratio: 1:1.7 (Shoulda)

Details

Here are some details of the implementation, to give you a better idea of what you’re getting when you purchase a license to use this Rails Kit. Below are the key files that make up the guts of the Rails application:

Models

• Helpdesk::Ticket - A ticket is a single support request. It acts as a container for all contact information and all correspondance regarding the request.
• Helpdesk::Note - Each incoming or outgoing communication with the customer is saved as a note. Notes can contain one or more file attachments.
• Helpdesk::Tag - Tags let you flexibly and easily organize tickets.
• Helpdesk::Reminder - Reminders are to-dos that can be attached to specific tickets.
• Helpdesk::Subscription - Allows a user to monitor a ticket without it being assigned to them.
• Helpdesk::Guide - Each user guide contains one or more articles and is browsable & searchable by the customer via the service portal.
• Helpdesk::Article - Articles contain the content for the knowledgebase. They can contain HTML and support file attachments.
• Helpdesk::Attachment - A simple wrapper for a file attachment. The hard work is done by the paperclip plugin.
• Helpdesk::Authorization - Allows you to give specific users various levels of access to the helpdesk staff area.
• Helpdesk::TicketNotifier - Handles incoming and outgoing email. Includes templates for all emails.
• User - As generated by restful_authentication.

Support Portal Controllers (You might want to customize these, but it's not required)

• support/guides_controller.rb - Show an index of guides, as well as the articles in specific guides.
• support/articles_controller.rb - View an index of articles.
• support/tickets_controller.rb - Allow a customer to see their tickets & create new tickets.
• support/notes_controller.rb - Let the user add notes to their own tickets.

Staff Controllers (You probably won't change these)

• helpdesk/dashboard_controller.rb - Gives you an at-a-glance view of all incoming and outgoing correspondence.
• helpdesk/tickets_controller.rb - Assignment, spam flagging, & CRUD operations for the tickets model.
• helpdesk/notes_controller.rb - Manage notes. Send emails if required.
• helpdesk/reminders_controller.rb - CRUD operations for the reminders model.
• helpdesk/tags_controller.rb - Autocomplete search for tags, Create new tags.
• helpdesk/subscriptions_controller.rb - Create/delete subscriptions.
• helpdesk/guides_controller.rb - Drag and drop ordering of article in guide. Add new articles to guide.
• helpdesk/articles_controller.rb - CRUD operations for the articles model.
• helpdesk/attachments_controller.rb - Protects attachments from unauthorized download.
• helpdesk/authorizations_controller.rb - CRUD operations for the authorizations model.