mirror of
https://gitea.mueller.network/extern/django-helpdesk.git
synced 2024-12-27 00:59:00 +01:00
70 lines
2.3 KiB
ReStructuredText
70 lines
2.3 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:
|
|
|
|
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.
|