forked from extern/django-helpdesk
77 lines
2.4 KiB
ReStructuredText
77 lines
2.4 KiB
ReStructuredText
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:
|
|
|
|
license
|
|
install
|
|
configuration
|
|
settings
|
|
spam
|
|
custom_fields
|
|
api
|
|
contributing
|
|
|
|
|
|
How Does It Look?
|
|
-----------------
|
|
|
|
You can see a demo installation at http://django-helpdesk-demo.herokuapp.com/
|
|
|
|
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 recieve, 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
|
|
|
|
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
|
|
|
|
|
|
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.
|
|
|
|
Dependencies
|
|
------------
|
|
|
|
1. Python 2.5+
|
|
2. Django (1.3 or newer)
|
|
3. South for database migrations (highly recommended, but not required). Download from http://south.aeracode.org/
|
|
4. An existing **working** Django project with database etc. If you cannot log into the Admin, you won't get this product working! This means you **must** run `syncdb` **before** you add ``helpdesk`` to your ``INSTALLED_APPS``.
|
|
|