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70 lines
2.3 KiB
ReStructuredText
70 lines
2.3 KiB
ReStructuredText
Welcome to django-helpdesk's documentation!
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===========================================
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django-helpdesk is a Django application to manage helpdesk tickets for your internal helpdesk. It was formerly known as Jutda Helpdesk.
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Contents
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--------
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.. toctree::
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:maxdepth: 2
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:glob:
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install
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upgrade
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configuration
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settings
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spam
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custom_fields
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custom_templates
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api
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webhooks
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iframe_submission
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teams
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license
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Quick Start
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-----------
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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.
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Key Features
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------------
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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.
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* Tickets can be opened via email
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* Multiple queues / categories of tickets
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* Integrated FAQ / knowledgebase
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* API to manage tickets
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Customer-facing Capabilities
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~~~~~~~~~~~~~~~~~~~~~~~~~~~~
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Customers (who are not 'staff' users in Django) can:
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1. Browse your knowledgebase / FAQ
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2. Submit support requests via web/email
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3. Review open and closed requests they submitted
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Staff Capabilities
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~~~~~~~~~~~~~~~~~~
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If a user is a staff member, they get general helpdesk access, including:
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1. See the ticket dashboard showing unassigned tickets and basic status of the helpdesk
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2. Review the tickets assigned to them
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3. Search through all tickets, open and closed
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4. Save their searches for future use
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5. Follow up or respond to tickets
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6. Assign tickets to themselves or other staff members
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7. Resolve tickets
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8. Merge multiple tickets into one
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9. Create, Read, Update and Delete tickets through a REST API
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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.
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Licensing
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---------
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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.
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