django-helpdesk/docs/index.rst

Welcome to django-helpdesk's documentation!
===========================================

django-helpdesk is a Django application to manage helpdesk tickets for your internal helpdesk. It was formerly known as Jutda Helpdesk.

Contents
--------

.. toctree::
   :maxdepth: 2
   :glob:

   install
   upgrade
   configuration
   settings
   spam
   custom_fields
   custom_templates
   api
   webhooks
   iframe_submission
   teams
   license

Quick Start
-----------

django-helpdesk is just a Django application with models, views, templates, and some media. If you're comfortable with Django just try ``pip install django-helpdesk``. If not, continue to read the Installation document.

Key Features
------------

django-helpdesk has been designed for small businesses who need to receive, manage and respond to requests for help from customers. In this context *'customers'* may be external users, or other people within your company.

* Tickets can be opened via email
* Multiple queues / categories of tickets
* Integrated FAQ / knowledgebase
* API to manage tickets

Customer-facing Capabilities
~~~~~~~~~~~~~~~~~~~~~~~~~~~~

Customers (who are not 'staff' users in Django) can:

1. Browse your knowledgebase / FAQ
2. Submit support requests via web/email
3. Review open and closed requests they submitted

Staff Capabilities
~~~~~~~~~~~~~~~~~~

If a user is a staff member, they get general helpdesk access, including:

1. See the ticket dashboard showing unassigned tickets and basic status of the helpdesk
2. Review the tickets assigned to them
3. Search through all tickets, open and closed
4. Save their searches for future use
5. Follow up or respond to tickets
6. Assign tickets to themselves or other staff members
7. Resolve tickets
8. Merge multiple tickets into one
9. Create, Read, Update and Delete tickets through a REST API

Optionally, their access to view tickets, both on the dashboard and through searches and reports, may be restricted by a list of queues to which they have been granted membership. Create and update permissions for individual tickets are not limited by this optional restriction.

Licensing
---------
django-helpdesk is released under the BSD license, however it packages 3rd party applications which may be using a different license. More details can be found in the :doc:`license` documentation.
Add first round of proper documentation. Mostly taken from the README at this stage. 2011-02-05 00:13:37 +01:00			`Welcome to django-helpdesk's documentation!`
			`===========================================`

			`django-helpdesk is a Django application to manage helpdesk tickets for your internal helpdesk. It was formerly known as Jutda Helpdesk.`

Tidy up docs & add documentation about settings 2012-08-08 07:21:29 +02:00			`Contents`
			`--------`

			`.. toctree::`
			`:maxdepth: 2`
			`:glob:`

			`install`
Fix some docs and migrations in prep for 0.3 release, see #878 2021-08-20 08:05:21 +02:00			`upgrade`
Tidy up docs & add documentation about settings 2012-08-08 07:21:29 +02:00			`configuration`
			`settings`
			`spam`
			`custom_fields`
docs: :memo: hamronize all docs files (fix indent, code blocks, links, and some wording) 2024-03-12 12:40:51 +01:00			`custom_templates`
Add an API section in documentation + fix small things 2022-04-07 00:43:00 +02:00			`api`
Implement webhooks. Fixes #264 2023-12-02 19:09:34 +01:00			`webhooks`
			`iframe_submission`
Document new teams code 2020-01-27 20:01:57 +01:00			`teams`
Update docs for minimum of Django 1.11, set release version to 0.2.0 and change primary maintainer to gwasser 2017-08-30 21:54:19 +02:00			`license`
Tidy up docs & add documentation about settings 2012-08-08 07:21:29 +02:00
Add first round of proper documentation. Mostly taken from the README at this stage. 2011-02-05 00:13:37 +01:00			`Quick Start`
			`-----------`

			django-helpdesk is just a Django application with models, views, templates, and some media. If you're comfortable with Django just try ``pip install django-helpdesk``. If not, continue to read the Installation document.

			`Key Features`
			`------------`

Fix typo 2015-09-14 14:47:40 +02:00			`django-helpdesk has been designed for small businesses who need to receive, manage and respond to requests for help from customers. In this context 'customers' may be external users, or other people within your company.`
Add first round of proper documentation. Mostly taken from the README at this stage. 2011-02-05 00:13:37 +01:00
Tidy up docs & add documentation about settings 2012-08-08 07:21:29 +02:00			`* Tickets can be opened via email`
Add first round of proper documentation. Mostly taken from the README at this stage. 2011-02-05 00:13:37 +01:00			`* Multiple queues / categories of tickets`
			`* Integrated FAQ / knowledgebase`
Add an API section in documentation + fix small things 2022-04-07 00:43:00 +02:00			`* API to manage tickets`
Add first round of proper documentation. Mostly taken from the README at this stage. 2011-02-05 00:13:37 +01:00
			`Customer-facing Capabilities`
			`~~~~~~~~~~~~~~~~~~~~~~~~~~~~`

			`Customers (who are not 'staff' users in Django) can:`

			`1. Browse your knowledgebase / FAQ`
			`2. Submit support requests via web/email`
			`3. Review open and closed requests they submitted`

			`Staff Capabilities`
Remove all the deprecated API related files and references 2016-10-29 08:50:13 +02:00			`~~~~~~~~~~~~~~~~~~`
Add first round of proper documentation. Mostly taken from the README at this stage. 2011-02-05 00:13:37 +01:00
			`If a user is a staff member, they get general helpdesk access, including:`

			`1. See the ticket dashboard showing unassigned tickets and basic status of the helpdesk`
			`2. Review the tickets assigned to them`
			`3. Search through all tickets, open and closed`
			`4. Save their searches for future use`
			`5. Follow up or respond to tickets`
			`6. Assign tickets to themselves or other staff members`
			`7. Resolve tickets`
Add an API section in documentation + fix small things 2022-04-07 00:43:00 +02:00			`8. Merge multiple tickets into one`
			`9. Create, Read, Update and Delete tickets through a REST API`
Add first round of proper documentation. Mostly taken from the README at this stage. 2011-02-05 00:13:37 +01:00
Add ability to restrict users' access by queue if so configured, and migration and tests for same. 2015-06-11 12:18:45 +02:00			`Optionally, their access to view tickets, both on the dashboard and through searches and reports, may be restricted by a list of queues to which they have been granted membership. Create and update permissions for individual tickets are not limited by this optional restriction.`
Add first round of proper documentation. Mostly taken from the README at this stage. 2011-02-05 00:13:37 +01:00
			`Licensing`
			`---------`
Remove doctrees & html docs; moved reStructuredText files from docs/source/ to docs/ to make it a little easier for most people to access. 2011-02-14 23:03:09 +01:00			django-helpdesk is released under the BSD license, however it packages 3rd party applications which may be using a different license. More details can be found in the :doc:`license` documentation.