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195 lines
9.1 KiB
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<title>Welcome to django-helpdesk’s documentation! — django-helpdesk v0.1 documentation</title>
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<div class="section" id="welcome-to-django-helpdesk-s-documentation">
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<h1>Welcome to django-helpdesk’s documentation!<a class="headerlink" href="#welcome-to-django-helpdesk-s-documentation" title="Permalink to this headline">¶</a></h1>
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<p>django-helpdesk is a Django application to manage helpdesk tickets for your internal helpdesk. It was formerly known as Jutda Helpdesk.</p>
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<div class="section" id="how-does-it-look">
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<h2>How Does It Look?<a class="headerlink" href="#how-does-it-look" title="Permalink to this headline">¶</a></h2>
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<p>You can see a demo installation at <a class="reference external" href="http://demo.jutdahelpdesk.com">http://demo.jutdahelpdesk.com</a></p>
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</div>
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<div class="section" id="quick-start">
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<h2>Quick Start<a class="headerlink" href="#quick-start" title="Permalink to this headline">¶</a></h2>
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<p>django-helpdesk is just a Django application with models, views, templates, and some media. If you’re comfortable with Django just try <tt class="docutils literal"><span class="pre">pip</span> <span class="pre">install</span> <span class="pre">django-helpdesk</span></tt>. If not, continue to read the Installation document.</p>
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</div>
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<div class="section" id="key-features">
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<h2>Key Features<a class="headerlink" href="#key-features" title="Permalink to this headline">¶</a></h2>
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<p>django-helpdesk has been designed for small businesses who need to recieve, manage and respond to requests for help from customers. In this context <em>‘customers’</em> may be external users, or other people within your company.</p>
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<ul class="simple">
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<li>Tickets can be opened vi a email</li>
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<li>Multiple queues / categories of tickets</li>
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<li>Integrated FAQ / knowledgebase</li>
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</ul>
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<div class="section" id="customer-facing-capabilities">
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<h3>Customer-facing Capabilities<a class="headerlink" href="#customer-facing-capabilities" title="Permalink to this headline">¶</a></h3>
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<p>Customers (who are not ‘staff’ users in Django) can:</p>
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<ol class="arabic simple">
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<li>Browse your knowledgebase / FAQ</li>
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<li>Submit support requests via web/email</li>
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<li>Review open and closed requests they submitted</li>
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</ol>
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</div>
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<div class="section" id="staff-capabilities">
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<h3>Staff Capabilities<a class="headerlink" href="#staff-capabilities" title="Permalink to this headline">¶</a></h3>
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<p>If a user is a staff member, they get general helpdesk access, including:</p>
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<ol class="arabic simple">
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<li>See the ticket dashboard showing unassigned tickets and basic status of the helpdesk</li>
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<li>Review the tickets assigned to them</li>
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<li>Search through all tickets, open and closed</li>
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<li>Save their searches for future use</li>
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<li>Follow up or respond to tickets</li>
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<li>Assign tickets to themselves or other staff members</li>
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<li>Resolve tickets</li>
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</ol>
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</div>
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</div>
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<div class="section" id="licensing">
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<h2>Licensing<a class="headerlink" href="#licensing" title="Permalink to this headline">¶</a></h2>
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<p>django-helpdesk is released under the BSD license, however it packages 3rd party applications which may be using a different license. See the files LICENSE and LICENSE.3RDPARTY for more details.</p>
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</div>
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<div class="section" id="dependencies">
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<h2>Dependencies<a class="headerlink" href="#dependencies" title="Permalink to this headline">¶</a></h2>
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<ol class="arabic simple">
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<li>Python 2.4+</li>
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<li>Django (1.2 or newer)</li>
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<li>An existing <strong>working</strong> Django project with database etc. If you cannot log into the Admin, you won’t get this product working!</li>
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</ol>
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</div>
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<div class="section" id="contents">
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<h2>Contents:<a class="headerlink" href="#contents" title="Permalink to this headline">¶</a></h2>
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<div class="toctree-wrapper compound">
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<ul>
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<li class="toctree-l1"><a class="reference internal" href="install.html">Installation</a><ul>
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<li class="toctree-l2"><a class="reference internal" href="install.html#getting-the-code">Getting The Code</a></li>
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<li class="toctree-l2"><a class="reference internal" href="install.html#adding-to-your-django-project">Adding To Your Django Project</a></li>
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</ul>
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</li>
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<li class="toctree-l1"><a class="reference internal" href="configuration.html">django-helpdesk Configuration</a></li>
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<li class="toctree-l1"><a class="reference internal" href="settings.html">django-helpdesk settings</a><ul>
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<li class="toctree-l2"><a class="reference internal" href="settings.html#helpdesk-default-settings">HELPDESK_DEFAULT_SETTINGS</a></li>
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</ul>
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</li>
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<li class="toctree-l1"><a class="reference internal" href="spam.html">django-helpdesk spam filtering</a><ul>
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<li class="toctree-l2"><a class="reference internal" href="spam.html#akismet">Akismet</a></li>
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<li class="toctree-l2"><a class="reference internal" href="spam.html#typepad-antispam">TypePad AntiSpam</a></li>
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<li class="toctree-l2"><a class="reference internal" href="spam.html#example">Example</a></li>
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</ul>
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</li>
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<li class="toctree-l1"><a class="reference internal" href="custom_fields.html">django-helpdesk custom fields</a></li>
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<li class="toctree-l1"><a class="reference internal" href="api.html">django-helpdesk Ticket API</a></li>
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</ul>
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</div>
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</div>
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<div class="sphinxsidebar">
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<div class="sphinxsidebarwrapper">
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<h3><a href="#">Table Of Contents</a></h3>
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<ul>
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<li><a class="reference internal" href="#">Welcome to django-helpdesk’s documentation!</a><ul>
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<li><a class="reference internal" href="#how-does-it-look">How Does It Look?</a></li>
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<li><a class="reference internal" href="#quick-start">Quick Start</a></li>
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<li><a class="reference internal" href="#key-features">Key Features</a><ul>
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<li><a class="reference internal" href="#customer-facing-capabilities">Customer-facing Capabilities</a></li>
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<li><a class="reference internal" href="#staff-capabilities">Staff Capabilities</a></li>
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</ul>
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</li>
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<li><a class="reference internal" href="#licensing">Licensing</a></li>
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<li><a class="reference internal" href="#dependencies">Dependencies</a></li>
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<li><a class="reference internal" href="#contents">Contents:</a><ul>
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</ul>
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</li>
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</ul>
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title="next chapter">Installation</a></p>
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© Copyright 2011, Ross Poulton + Contributors.
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