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Signed-off-by: Luke Tainton <luke@tainton.uk>
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Luke Tainton
2020-02-26 12:23:50 +00:00
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15
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Hello,
A new support ticket has been moved to your category. Ticket details:
Ticket subject: %%SUBJECT%%
Tracking ID: %%TRACK_ID%%
You can manage this ticket here:
%%TRACK_URL%%
Regards,
%%SITE_TITLE%%
%%SITE_URL%%

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Dear %%NAME%%,
This email contains a list of support tickets submitted with your email address. Number of support tickets found: %%NUM%%
%%LIST_TICKETS%%
Sincerely,
%%SITE_TITLE%%
%%SITE_URL%%

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<!DOCTYPE HTML PUBLIC "-//IETF//DTD HTML 2.0//EN">
<HTML><HEAD>
<TITLE>403 Forbidden</TITLE>
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<H1>Forbidden</H1>
You don't have permission to access this folder.<P>
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Hello,
A new note has been added to ticket "%%SUBJECT%%" that is currently assigned to you.
Note by %%NAME%%:
%%MESSAGE%%
You can manage this ticket here:
%%TRACK_URL%%
Regards,
%%SITE_TITLE%%
%%SITE_URL%%

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Hello,
You have received a new private message from %%NAME%% with the following subject:
%%SUBJECT%%
You can view your new message by clicking on the following link:
%%TRACK_URL%%
Sincerely,
%%SITE_TITLE%%
%%SITE_URL%%

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Hello,
A customer has just replied to ticket "%%SUBJECT%%".
You can read the reply message and manage this ticket here:
%%TRACK_URL%%
Regards,
%%SITE_TITLE%%
%%SITE_URL%%

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Dear %%NAME%%,
We have just replied to your ticket "%%SUBJECT%%".
To read the message, submit a reply and view details, please visit:
%%TRACK_URL%%
If the above link is not clickable, try copying and pasting it into the address bar of your web browser.
Sincerely,
%%SITE_TITLE%%
%%SITE_URL%%

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Dear %%NAME%%,
Your support ticket "%%SUBJECT%%" has been submitted.
We reply to all tickets as soon as possible, within 24 to 48 hours. If we expect your ticket will take additional time, we will update you by sending you an email.
Ticket tracking ID: %%TRACK_ID%%
You can view the status of your ticket here:
%%TRACK_URL%%
You will receive an email notification when our staff replies to your ticket.
Sincerely,
%%SITE_TITLE%%
%%SITE_URL%%

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Hello,
A new support ticket has been submitted. Ticket details:
Ticket subject: %%SUBJECT%%
Tracking ID: %%TRACK_ID%%
You can manage this ticket here:
%%TRACK_URL%%
Regards,
%%SITE_TITLE%%
%%SITE_URL%%

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Hi %%NAME%%,
We were told that you forgot your help desk password. It happens to everyone!
To reset your password visit the link below (expires in 2 hours):
%%PASSWORD_RESET%%
Thanks,
%%SITE_TITLE%%
%%SITE_URL%%

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Hello,
A new support ticket has been assigned to you. Ticket details:
Ticket subject: %%SUBJECT%%
Tracking ID: %%TRACK_ID%%
You can manage this ticket here:
%%TRACK_URL%%
Regards,
%%SITE_TITLE%%
%%SITE_URL%%

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Dear %%NAME%%,
Your support ticket "%%SUBJECT%%" has been updated to a Closed/Resolved status.
You can view the status of your ticket here:
%%TRACK_URL%%
If the above link is not clickable, try copying and pasting it into the address bar of your web browser.
Sincerely,
%%SITE_TITLE%%
%%SITE_URL%%

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<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd">
<html xmlns="http://www.w3.org/1999/xhtml" xml:lang="en" lang="en">
<head>
<title>Interactive help for Hesk settings</title>
<meta http-equiv="Content-Type" content="text/html; charset=utf-8" />
<link href="help_style.css" type="text/css" rel="stylesheet" />
</head>
<body>
<!-- next: 58 -->
<h3>Interactive help for Hesk settings</h3>
<p>&nbsp;</p>
<a name="41"></a><span class="section">&raquo; Custom fields</span>
<p>Custom fields can be used to collect additional information from your customers. You can enable up to 20 custom fields by selecting YES in the Enable column. Once a field is enabled you have several options to set.</p>
<p><b>&raquo; Type</b><br />
Choose field type. It can be one of the following options:</p>
<ul>
<li><b>Text field</b> - a normal one-line text field (&lt;input type=&quot;text&quot;&gt;)</li>
<li><b>Large text box</b> - text area, a larger text field with multiple lines (&lt;textarea&gt;&lt;/textarea&gt;)</li>
<li><b>Radio button</b> - a radio button with at least two options (&lt;input type=&quot;radio&quot;&gt;)</li>
<li><b>Select box</b> - a drop-down select box with at least two options (&lt;select&gt;&lt;/select&gt;)</li>
<li><b>Checkbox</b> - checkbox with at least two options (&lt;input type=&quot;checkbox&quot;&gt;). Multiple options can be chosen (ticked).</li>
</ul>
<p><b>&raquo; Required</b><br />
Check to make the custom field a required, otherwise it is an optional one.</p>
<p><b>&raquo; Field name</b><br />
Give the custom field a unique name that what will be displayed next to the field, for example &quot;Postal address&quot;.</p>
<p><b>&raquo; Location</b><br />
Choose whether the custom field should be displayed before or after the &quot;Message&quot; field when submitting a new support ticket.</p>
<p><b>&raquo; Options</b><br />
Options you can set for each field depending on the selected Type:</p>
<ul>
<li><b>Text field</b> - you can set maximum input length (in chars) and default value</li>
<li><b>Large text box</b> - you can set number of rows and columns (&lt;textarea rows=&quot;<b>Y</b>&quot; cols=&quot;<b>X</b>&quot;&gt;)</li>
<li><b>Radio button</b> - list radio button options, one per line</li>
<li><b>Select box</b> - list select box options, one per line</li>
</ul>
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<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd">
<html xmlns="http://www.w3.org/1999/xhtml" xml:lang="en" lang="en">
<head>
<title>Interactive help for Hesk settings</title>
<meta http-equiv="Content-Type" content="text/html; charset=utf-8" />
<link href="help_style.css" type="text/css" rel="stylesheet" />
</head>
<body>
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<h3>Interactive help for Hesk settings</h3>
<p>&nbsp;</p>
<a name="55"></a><p class="title">Email sender</p>
<p>Select wether HESK should send emails usign PHP mail() function or using a manually setup SMTP server.</p>
<p>PHP mail() should work on most setups, if it doesn't you may try setting up a SMTP server instead.</p>
<p>Available SMTP variables:</p>
<p>
<b>SMTP Host</b> - hostname of your SMTP server, usually <i>localhost</i> or <i>mail.example.com</i><br />
<b>SMTP Port</b> - your SMTP port, usually 25<br />
<b>SMTP Timeout</b> - SMTP timeout in seconds<br />
<b>SSL Protocol</b> - enable if your SMTP server requires SSL protocol<br />
<b>TLS Protocol</b> - enable if your SMTP server requires TLS protocol<br />
<b>SMTP Username</b> - your SMTP username (if used)<br />
<b>SMTP Password</b> - your SMTP password (if used)<br />
</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
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<a name="54"></a><p class="title">Email Piping</p>
<p>Enables email piping (creating tickets from emails).</p>
<p>This option just enables piping functionality in HESK, for complete email piping setup please refer to the readme.html file.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<p>&nbsp;</p>
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<p>&nbsp;</p>
<a name="59"></a><p class="title">POP3 Fetching</p>
<p>This setting enables or disables POP3 Fetching - creating tickets from emails by connecting to an email account using POP3 connection.
<p>For instructions on how to setup POP3 Fetching please see the readme.html file.</p>
<p>Available variables are:</p>
<p><b>Task Timeout</b> - number of minutes to wait for an existing POP3 fetching job to
complete. No new fetching jobs will start until the timeout is reached.
Set to <b>0</b> to disable timeouts and always start a new fetching job.</p>
<p>
<b>POP3 Host</b> - hostname of your POP3 server, usually <i>mail.example.com</i><br />
<b>POP3 Port</b> - your POP3 port, usually 110. Gmail for example uses 995<br />
<b>TLS Protocol</b> - enable if your POP3 server requires TLS protocol<br />
<b>Keep a copy</b> - if enabled HESK will <b>not</b> delete mail from POP3 server<br />
<b>POP3 Username</b> - your POP3 username<br />
<b>POP3 Password</b> - your POP3 password<br />
</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
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<a name="67"></a><p class="title">IMAP Fetching</p>
<p>This setting enables or disables IMAP Fetching - creating tickets from emails by connecting to an email account using IMAP connection.
<p>For instructions on how to setup IMAP Fetching please see the readme.html file.</p>
<p>Available variables are:</p>
<p><b>Task Timeout</b> - number of minutes to wait for an existing IMAP fetching job to
complete. No new fetching jobs will start until the timeout is reached.
Set to <b>0</b> to disable timeouts and always start a new fetching job.</p>
<p>
<b>IMAP Host</b> - hostname of your IMAP server, usually <i>mail.example.com</i><br />
<b>IMAP Port</b> - your IMAP port, usually 143 for non-encrypted and 993 for SSL/TLS<br />
<b>Encryption</b> - set required IMAP encryption<br />
<b>Keep a copy</b> - if enabled HESK will <b>not</b> delete mail from IMAP server<br />
<b>IMAP Username</b> - your IMAP username<br />
<b>IMAP Password</b> - your IMAP password<br />
</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
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<a name="60"></a><p class="title">Email Loops</p>
<p>Settings to help detect email loops created from autoresponders or undeliverable email.</p>
<p>Any number of emails higher than <b>Max Hits</b> from an email address within <b>Timeframe</b> seconds
will be ignored by email piping.</p>
<p>Set <b>Max Hits</b> to <b>0</b> to disable loop detection.</p>
<p>Note that this feature will only be used if Email piping or POP3 Fetching is enabled.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
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<a name="62"></a><p class="title">Detect email typos</p>
<p>This function will try to detect common email domain name misspelling and suggest a corrected version.</p>
<p>For example if customer enters user@<span style="color:red"><b>gmial.com</b></span> HESK will detect it and suggest
user@<span style="color:green"><b>gmail.com</b></span> instead.</p>
<p>HESK will compare email domains to the domains listed in <i>Email providers</i> list.</p>
<p>&nbsp;</p>
<a name="63"></a><p class="title">Email providers</p>
<p>A list of common email providers your customers use. HESK will use this list to try to detect mistyped email addresses.</p>
<p>Enter one domain per line, <u>without</u> the @ sign.</p>
<p>You can enter any number of common domain names, but try not to overdo it - enter just the most common ones.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
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<p>&nbsp;</p>
<a name="65"></a><p class="title">Notify customer when</p>
<p>Select when HESK should send an email notification to customers:</p>
<ul>
<li><b>when customer submits a new support ticket</b><br /><br />
Note: if ticket is submitted over email (email piping or POP3 fetching), HESK can
skip sending new ticket notification to the customer if the email subject contains
one of the tags listed in the text box (one tag per line).<br /><br />You can use this to prevent
automatic replies to emails detected as possible SPAM by your server SPAM filter.<br />&nbsp;
</li>
<li><b>when a support ticket is marked as Resolved</b> (without replying)</li>
</ul>
<p>&nbsp;</p>
<p>Note that notification preferences are set individually per ticket when staff replies to a ticket or when staff submits a ticket from the admin interface.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
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<a name="61"></a><p class="title">Strip quoted reply</p>
<p>This function deletes quoted replies from all customer emails before they are converted into a ticket using Email piping or POP3 Fetching.</p>
<p>All emails sent to customers will start with this line:</p>
<p>------ Reply above this line ------</p>
<p>Any text below this line will be removed when and email is imported into ticket reply.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
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<a name="66"></a><p class="title">Require message</p>
<p>If enabled, emails from email piping or POP3 fetching will be ignored if they contain no message.</p>
<p>If disabled, even emails with no message will be turned into tickets.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
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<a name="64"></a><p class="title">Embedded files</p>
<p>Enable if you wish HESK to save embedded email files (for example embedded images) as attachments when importing tickets over Email piping or POP3 Fetching.</p>
<p>Files over maximum allowed attachments limit will be ignored.</p>
<p>Note that with HESK file attachments have priority over embedded files. For example if you allow 2 file attachments and receive an email with 1 file attachment
and 3 embedded images, HESK will save the file attachment and first embedded image, the rest will be ignored.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
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<a name="57"></a><p class="title">Multiple emails</p>
<p>If a customer tries to enter several emails (separated by comma) into the Email field when submitting a ticket HESK
will only use the first email by default and ignore any other emails.</p>
<p>To allow customers to enter multiple emails enable this feature by checking the box.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
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<a name="50"></a><p class="title">Confirm email</p>
<p>If selected, the &quot;Submit a ticket&quot; form will show a &quot;Confirm email&quot;
field forcing the customer to type the email address twice. This helps avoid typos
in email addresses.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
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<p>&nbsp;</p>
<a name="58"></a><p class="title">Open only</p>
<p>If checked then the &quot;Forgot ticket ID&quot; email (email sent to remind customers of their ticket tracking ID number)
will only list open tickets and ignore resolved ones.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
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<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd">
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<head>
<title>Interactive help for Hesk settings</title>
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<link href="help_style.css" type="text/css" rel="stylesheet" />
</head>
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<!-- next: 59 -->
<h3>Interactive help for Hesk settings</h3>
<p>&nbsp;</p>
<span class="section">&raquo; General settings</span>
<a name="1"></a><p class="title">Website title</p>
<p>A short title of your website, for example &quot;My lovely website&quot;. This will be used as the title of the link that is displayed in the top left corner of the customer interface to enable them to return to your website.</p>
<a name="2"></a><p class="title">Website URL</p>
<p>URL of your website, for example &quot;http://www.example.com&quot;. Make sure this is a valid URL and you start it with either http:// or https:// . This will be used as the URL of the link that is be displayed in top left corner of customer interface and enable them to return to your website.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<a name="4"></a><p class="title">Webmaster email</p>
<p>Default webmaster email address. Make sure you enter a valid email address, it can be the same as Support email.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<a name="5"></a><p class="title">&quot;From:&quot; email</p>
<p>Your &quot;From:&quot; email address. This is the email address that will be shown as email sender (From: header) in all emails sent by HESK. Usually it is an email you don't read and don't reply to. Make sure you enter a valid email address, it can be the same as Support email but it is recommended to use a different one.</p>
<a name="6"></a><p class="title">&quot;From:&quot; name</p>
<p>This is the name that will be shown as email sender (From:) in all emails sent by HESK. If no name is set the email From: header will only show your From: email address.</p>
<a name="58"></a><p class="title">Site theme</p>
<p>This is the theme that will be used across all customer-facing HESK pages. All properly installed themes will be displayed in the drop-down box. The &quot;Test theme folder&quot; button will help you troubleshoot non-working themes.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<span class="section">&raquo; Language settings</span>
<a name="9"></a><p class="title">Default Language</p>
<p>If you have several languages installed for Hesk this will be the default language. All properly installed languages are displayed in the drop-down box. Please refer to the readme.html file for instructions on how to install more languages. The &quot;Test language folder&quot; link will help you troubleshoot non-working language installations.</p>
<!--
<p>By checking the &quot;Make this my preferred Language&quot; box the selected language will be set as your preferred personal language (this is only in effect if multiple languages are enabled).
-->
<p>If multiple languages are enabled you can set your preferred language on the &quot;Profile&quot; page.</p>
<a name="43"></a><p class="title">Multiple languages</p>
<p>Enabling this setting will allow your users and staff to choose their preferred language from the list of installed languages. Do not enable this feature unless you provide support in all of the installed languages!</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<span class="section">&raquo; Database settings</span>
<a name="32"></a><p class="title">Database host</p>
<p>Database host server, &quot;localhost&quot; works for most users. Do NOT change this unless you know what your MySQL host is. Ask your hosting company if not sure or if you are having problems connecting to the MySQL database.</p>
<a name="33"></a><p class="title">Database name</p>
<p>The name of your MySQL database. You should create one in your web hosting control panel or ask your hosting company for this info.</p>
<a name="34"></a><p class="title">Database username</p>
<p>The username you use to connect to your MySQL database. You should create a MySQL user in your web hosting control panel or ask your hosting company for this info</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<a name="35"></a><p class="title">Database password</p>
<p>The password you use to connect to MySQL database. You should create a MySQL user in your web hosting control panel or ask your hosting company for this info</p>
<a name="36"></a><p class="title">Table prefix</p>
<p>The prefix that will be added to all table names. If set to <b>hesk_</b> table &quot;users&quot; will actually be named &quot;hesk_users&quot; in your database.
This is useful if you want to run multiple installs of Hesk using one MySQL database, just give each install a unique table prefix name (hesk1_, hesk2_, hesk3_, ...)</p>
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body {
margin:5px 5px;
padding:0;
background:#fff;
color: black;
font : 68.8%/1.5 Verdana, Geneva, Arial, Helvetica, sans-serif;
text-align:left;
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p {
color : black;
font-family : Verdana, Geneva, Arial, Helvetica, sans-serif;
font-size: 1.0em;
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h3 {
color : #AF0000;
font-family : Verdana, Geneva, Arial, Helvetica, sans-serif;
font-weight: bold;
font-size: 1.0em;
text-align:center;
}
.section {
color: #74804e;
font-weight: bold;
}
.title {
color : black;
font-family : Verdana, Geneva, Arial, Helvetica, sans-serif;
font-weight: bold;
font-size: 1.0em;
}
.wrong {color : red;}
.correct {color : green;}

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<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd">
<html xmlns="http://www.w3.org/1999/xhtml" xml:lang="en" lang="en">
<head>
<title>Interactive help for Hesk settings</title>
<meta http-equiv="Content-Type" content="text/html; charset=utf-8" />
<link href="help_style.css" type="text/css" rel="stylesheet" />
</head>
<body>
<!-- next: 78 -->
<h3>Interactive help for Hesk settings</h3>
<p>&nbsp;</p>
<span class="section">&raquo; Help desk settings</span>
<a name="6"></a><p class="title">Help desk title</p>
<p>Title of your support desk, for example &quot;My company Help Desk&quot;</p>
<a name="7"></a><p class="title">Hesk URL</p>
<p>URL of the folder where your Hesk will be installed. Do NOT add a trailing / to the URL!<br />
<span class="correct">CORRECT:</span> http://www.example.com/helpdesk<br />
<span class="wrong">WRONG:</span> http://www.example.com/helpdesk/ (don't end the URL with a / )</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<a name="61"></a><p class="title">Admin folder</p>
<p>Name of the folder, where admin files are located.</p>
<p>The folder needs to exist within the main HESK folder. On most systems names are CaSe SeNSiTiVe.</p>
<p>Allowed chars (other will be removed): a-z A-Z 0-9 _ -</p>
<p>Default: <i>admin</i></p>
<a name="62"></a><p class="title">Attachments folder</p>
<p>Name of the folder, where attachments will be stored.</p>
<p>The folder needs to exist within the main HESK folder and be writable by PHP. On most systems names are CaSe SeNSiTiVe.</p>
<p>Allowed chars (other will be removed): a-z A-Z 0-9 _ -</p>
<p>Default: <i>attachments</i></p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<a name="77"></a><p class="title">Cache folder</p>
<p>Name of the folder where cache and temporary files will be stored.</p>
<p>The folder needs to exist within the main HESK folder and be writable by PHP. On most systems names are CaSe SeNSiTiVe.</p>
<p>Allowed chars (other will be removed): a-z A-Z 0-9 _ -</p>
<p>Default: <i>cache</i></p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<a name="10"></a><p class="title">Listings per page</p>
<p>The default number of tickets listed per page in admin panel. Use digits only.</p>
<a name="11"></a><p class="title">Print font size</p>
<p>Font size on the &quot;Printer friendly version&quot; pages of support tickets</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<a name="15"></a><p class="title">Autoclose tickets</p>
<p>If a ticket has no activity <i>from the customer</i> for X days it automatically closes. Set to 0 to disable autoclose.</p>
<a name="58"></a><p class="title">Max open</p>
<p>A maximum number of open tickets a customer may have. When this limit is reached the customer will not be able to submit new tickets
until existing ones are resolved. Affects only tickets submitted via online form.</p>
<p>Set to <b>0</b> to disable limiting maximum open tickets.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<a name="59"></a><p class="title">Reply order</p>
<p>Choose whether you want most recent replies to appear at top or at bottom of the ticket page.</p>
<a name="60"></a><p class="title">Reply form</p>
<p>Choose whether you want the Add a reply form to appear at top or at bottom of the ticket page.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<a name="44"></a><p class="title">Allow automatic login</p>
<p>If set to YES staff will have an option to automatically login to their account every time they open HESK administration panel from their computer.
If disabled HESK will only be able to remember usernames, not passwords.</p>
<a name="51"></a><p class="title">Auto-assign tickets</p>
<p>Tickets will automatically be assigned to a staff member when submitted.</p>
<p>Several factors are taken into account when assigning tickets automatically, such as ticket category
and number of currently open assigned tickets.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<a name="73"></a><p class="title">Require email</p>
<p>Do you require customers to enter their email address when submitting a ticket?</p>
<p>
OFF = do not require an email address<br />
ON = require an email address<br />
</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<a name="70"></a><p class="title">Require owner</p>
<p>If set to ON tickets will need to be assigned before staff can reply to them.</p>
<p>This helps prevent multiple staff working on the same ticket by mistake as it forces them
to assign the ticket to themselves before starting to work on it.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<a name="72"></a><p class="title">Require subject</p>
<p>Customers can enter a ticket subject or it can be generated automatically.</p>
<p>
OFF = do not require a ticket subject<br />
ON = require a ticket subject<br />
Hide in customer form = hide &quot;Subject&quot; form field from customer side*
</p>
<p>* customers will still be able to see the automatically generated subject</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<a name="74"></a><p class="title">Require message</p>
<p>Do your require customers to write a message when submitting a new support ticket?</p>
<p>
OFF = do not require a message<br />
ON = message is required<br />
Hide in customer form = hide &quot;Message&quot; form field from customer side
</p>
<p>* if a staff members edits a ticket and writes a message, customers will be able to see it</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<a name="67"></a><p class="title">Customer resolve</p>
<p>Choose whether customers may mark tickets as resolved.</p>
<p>If disabled, ticket will only be resolvable by staff and automatically for inactivity.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<a name="16"></a><p class="title">Reopen tickets</p>
<p>Set to ON to allow customers to reopen a ticket once it has been closed. When set to OFF once closed the customer will have to open a new ticket.</p>
<a name="17"></a><p class="title">Reply rating</p>
<p>If set to ON customers will be able to mark staff replies as <i>Helpful</i> or <i>Not helpful</i>. This customer feedback will be used to rate staff.</p>
<a name="45"></a><p class="title">Customer priority</p>
<p>If set to ON customers will be able to set priority/urgency for their tickets ranging from Low to High. If set to OFF all tickets will be submitted with the default priority (Low) and only staff will be able to change the priority level to a higher one.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<a name="49"></a><p class="title">Sequential IDs</p>
<p>If enabled, all tickets will also show a sequential ID number. This should allow
easier customer-staff communication about a ticket (saying <i>ticket ID 45</i> rather
than <i>ticket ID GHS-G5E-A6T8</i>). However, only
staff will be able to view tickets by sequential numbers.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<a name="66"></a><p class="title">Time worked</p>
<p>Track time spent working on a ticket.</p>
<p>When enabled, the admin ticket reply form will show a time counter for tracking time spent working on the ticket.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<a name="68"></a><p class="title">SPAM Notice</p>
<p>When customer submits a new ticket, the success message will include a notice saying
the customer should check inside the SPAM folder if the confirmation email does not arrive.</p>
<p>The notice will not be show in disabled OR if the <i>Notify customer when: They submit a new support ticket</i> is disabled.</p>
<p>The notice message may be notified in the <a href="https://www.hesk.com/knowledgebase/index.php?article=34" target="_blank">HESK language file</a>.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<a name="14"></a><p class="title">List usernames</p>
<p>If set to ON staff usernames be listed in a select box on the admin login page and they will only need to type their password in. Recommended setting: OFF (staff will have to type
both their username and password to login)</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<a name="12"></a><p class="title">Debug mode</p>
<p>Turns ON/OFF the debug mode. In normal usage debug mode should be turned OFF. Turn ON only if you are having problems and Hesk is not working properly. Don't forget to turn back OFF when Hesk is working normally again.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<a name="63"></a><p class="title">Short links</p>
<p>If turned ON, website links longer than 70 chars will be shortened for display.</p>
<p>For example a link like this:<br />
http://www.some-long-example.com/sub-folder/another-folder/and-yet-another/this-is-some-long-file-name.html?this_is_a_long_query=and_this_is_a_long_value</p>
<p>Would be displayed as:<br />
http://www.some-long-example.com/sub-folder/another-fol ... long_value</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<a name="65"></a><p class="title">- - Click to Select - -</p>
<p>If checked, &quot;- - Click to Select --&quot; will be the default selection
for ticket category and/or priority when submitting a new ticket.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<a name="71"></a><p class="title">Category select limit</p>
<p>Used when submitting new tickets.</p>
<p>If the number of help desk categories (departments) is lower or equal to this setting,
ticket category will be selected by clicking on a link.</p>
<p>If the number of categories is higher than this limit, a drop-down select box will be used instead to
select a ticket category.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<a name="13"></a><p class="title">Use anti-SPAM image</p>
<p>Toggles use of the anti-SPAM security image (captcha).</p>
<table border="0">
<tr>
<td valign="top"><i>Value</i></td>
<td><i>Meaning</i></td>
</tr>
<tr>
<td valign="top" style="white-space:nowrap;"><b>OFF</b></td>
<td>anti-SPAM images disabled</td>
</tr>
<tr>
<td valign="top" style="white-space:nowrap;"><b>ON - Customers</b> &nbsp;</td>
<td>only customers will be required to solve the image</td>
</tr>
<tr>
<td valign="top" style="white-space:nowrap;"><b>ON - All</b></td>
<td>both customer and staff will be required to solve it</td>
</tr>
</table>
&nbsp;
<table border="0">
<tr>
<td colspan="2"><i>Image type</i></td>
</tr>
<tr>
<td valign="top" style="white-space:nowrap;"><b>Simple image</b> &nbsp;</td>
<td>a very basic image generated by PHP (GD library required)<br /><span class="wrong">A simple image is not effective against advanced robots,
consider using an anti-SPAM questions or ReCaptcha instead!</span></td>
</tr>
<tr>
<td valign="top" style="white-space:nowrap;"><b>ReCaptcha</b> &nbsp;</td>
<td>use a free service by Google (<a href="https://www.google.com/recaptcha" target="_blank">requires registration</a>)</td>
</tr>
</table>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<a name="64"></a><p class="title">ReCaptcha</p>
<p>ReCaptcha is a free anti-bot service by Google.</p>
<p>To use ReCaptcha you will need to:</p>
<ol>
<li><a href="https://www.google.com/recaptcha" target="_blank">Register for ReCaptcha</a></li>
<li>Click <b>Get reCAPTCHA</b></li>
<li>Enter your website details in the <b>Register a new site</b> form</li>
<li>Copy the <b>Site key</b> into HESK settings</li>
<li>Copy the <b>Secret key</b> into HESK settings</li>
<li>Save HESK settings</li>
<li>Try submitting a new ticket through the customer interface to verify reCAPTCHA works fine.</li>
</ol>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<a name="42"></a><p class="title">Use anti-SPAM question</p>
<p>Toggles use of the anti-SPAM security question. This is a very simple yet quite effective way of combating spammers
(not if they decide to target your website specifically but it should block all the
spambots travelling the web).
The idea is to create a <b>unique</b> question that only humans can answer to. You can
use HTML code in the question. Answers are not CaSe SeNSiTiVe. Some examples:</p>
<table border="0">
<tr>
<td><b>-&gt; Question</b></td>
<td><b>-&gt; Answer</b></td>
</tr>
<tr>
<td>What color is water?</td>
<td>Blue</td>
</tr>
<tr>
<td>What is the next number after four? (use only digits)</td>
<td>5</td>
</tr>
<tr>
<td>Type access code <b>ABCDE</b> here:</td>
<td>ABCDE</td>
</tr>
<tr>
<td>Access code: (find it on the bottom of our <a href="#" onclick="Javascript:return false">links page</a>)</td>
<td>Somecode</td>
</tr>
</table>
<p>Warning! <b>DO NOT</b> use these examples, use a unique question that will only be used on your website!</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<a name="47"></a><p class="title">Login attempts limit &amp; Ban time (minutes)</p>
<p>This feature limits brute-force attacks to either login to HESK or view tickets.</p>
<p>After <i>Login attempts limit</i> number of failed attempts to view a ticket or login to HESK the IP address will be banned for <i>Ban time (minutes)</i>.</p>
<p>To disable failed login attempts limiting, set value to <b>0</b> (NOT recommended!).</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<a name="69"></a><p class="title">Password reset</p>
<p>If enabled, users will be able to reset their forgotten password over email.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<a name="46"></a><p class="title">View tickets</p>
<p>If enabled (checked), customers will need to enter both their email address and ticket tracking ID to view the contents of a tickets.
If disabled, only entering ticket tracking ID will suffice.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<a name="76"></a><p class="title">Frames</p>
<p>Enable to prevent HESK being loaded in frames on third party websites. This helps combat &quot;clickjacking&quot; attempts.</p>
<p>When enabled, HESK will send a <b>X-Frame-Options: SAMEORIGIN</b> HTTP header to the browser.</p>
<p>If you want to display HESK inside a frame on a website under a different domain name than the one HESK is installed under, disable this feature.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<a name="75"></a><p class="title">SSL</p>
<p>You can force HESK to use secure connections (https versus http).</p>
<p>To manage this setting, first manually open the <b>admin_settings_help_desk.php</b> file in your browser using https://, for example:</p>
<p>https://example.com/hesk/admin/admin_settings_help_desk.php</p>
<p>This is to ensure that SSL is properly configured and working on the server before setting HESK to force it.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<span class="section">&raquo; Attachments</span>
<a name="37"></a><p class="title">Use attachments</p>
<p>Select YES to enable file attachments. If enabled customers and support staff will have the option to attach files to support tickets.</p>
<p><b>NOTE:</b> If and how file attachments will work depends on your server settings, please refer to readme.html for considerations and possible limitations of file attachments on your server.</p>
<a name="38"></a><p class="title">Number per post</p>
<p>Number of file attachments allowed per post. Optimal range is around 1 to 4. This setting is only available if &quot;Use attachments&quot; is set to YES.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<a name="39"></a><p class="title">Maxmimum file size</p>
<p>Maximum size of attached files. Note that the maximum upload file size is limited by your server settings, please refer to readme.html for more information on file attachment limits. This setting is only available if &quot;Use attachments&quot; is set to YES.</p>
<a name="40"></a><p class="title">Allowed file types</p>
<p>Allowed file extensions for attaching files. To add more extensions use the same formatting <b>.ext</b> and separate them with a comma. This setting is only available if &quot;Use attachments&quot; is set to YES.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
</body>
</html>

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<!DOCTYPE HTML PUBLIC "-//IETF//DTD HTML 2.0//EN">
<HTML><HEAD>
<TITLE>403 Forbidden</TITLE>
</HEAD><BODY>
<H1>Forbidden</H1>
You don't have permission to access this folder.<P>
<hr />
</BODY></HTML>

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<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd">
<html xmlns="http://www.w3.org/1999/xhtml" xml:lang="en" lang="en">
<head>
<title>Interactive help for Hesk settings</title>
<meta http-equiv="Content-Type" content="text/html; charset=utf-8" />
<link href="help_style.css" type="text/css" rel="stylesheet" />
</head>
<body>
<!-- next: 61 -->
<h3>Interactive help for Hesk settings</h3>
<p>&nbsp;</p>
<span class="section">&raquo; Knowledgebase settings</span>
<p>&nbsp;</p>
<a name="22"></a><p class="title">Enable Knowledgebase</p>
<p>Use this setting to turn HESK Knowledgebase functionality on or off.</p>
<p>Available options are:</p>
<ul>
<li><i>YES, enable Knowledgebase</i><br />Enables Knowledgebase functionality for HESK<br />&nbsp;</li>
<li><i>YES, use HESK as a Knowledgebase only (disable help desk)</i><br />Enables Knowledgebase, but disables help desk functionality (posting new support tickets). Use
this option if you wish to use HESK as a Knowledgebase, not a fully-featured help desk.<br ><br />
Note that support tickets may still be submitted by staff or by email piping/POP3 fetching if enabled. Customers can view and reply to tickets.<br />&nbsp;</li>
<li><i>NO, disable Knowledgebase</i><br />Disables Knowledgebase functionality for HESK</li>
</ul>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<a name="52"></a><p class="title">WYSIWYG Editor</p>
<p>This will enable a <i>What You See Is What You Get</i> type
editor (a rich-text editor) for the knowledgebase articles rather than a simple
text editor.</p>
<a name="23"></a><p class="title">Suggest KB articles</p>
<p>If set to YES Hesk will match ticket subject and message against knowledgebase articles and recommend customers to read matching articles before submitting a new support ticket.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<a name="24"></a><p class="title">Enable KB rating</p>
<p>Set to YES to allow customers to rate knowledgebase articles as Helpful or Not helpful</p>
<a name="25"></a><p class="title">Enable KB search</p>
<p>Enabling this feature will show a search form on top of help desk customer interface and allow them to use the search form to search your knowledgebase.</p>
<p>You can choose to display a small search box (located in the top right corner) or a large one (more visible, covers entire page width).</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<a name="58"></a><p class="title">Show article views</p>
<p>Set to YES to display number of knowledgebase article views publicly (views are always visible from staff control panel).</p>
<a name="59"></a><p class="title">Show article date</p>
<p>Set to YES to display knowledgebase article submission date publicly (date is always visible from staff control panel).</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<a name="26"></a><p class="title">Max search results</p>
<p>This is the maximum matching results Hesk will return when someone searches the knowledgebase.</p>
<a name="27"></a><p class="title">Article preview length</p>
<p>Maximum length (number of chars) of knowledgebase article content that will be displayed in article list when browsing knowledgebase categories.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<a name="28"></a><p class="title">Categories in row</p>
<p>Number of (sub)categories to be displayed in table row when browsing knowledgebase.</p>
<a name="29"></a><p class="title">Subcategory articles</p>
<p>Number of (preview) articles listed in subcategory display.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<a name="30"></a><p class="title">Show popular articles</p>
<p>Number of popular (most visited) articles shown on <a href="../../../" target="_blank">help desk index</a> and <a href="../../../knowledgebase.php" target="_blank">knowledgebase index</a> pages. Set to 0 to disable listing popular articles.</p>
<a name="31"></a><p class="title">Show latest articles</p>
<p>Number of latest (most recently submitted) articles shown on <a href="../../../" target="_blank">help desk index</a> and <a href="../../../knowledgebase.php" target="_blank">knowledgebase index</a> pages. Set to 0 to disable listing latest articles.</p>
<p>&nbsp;</p>
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<p>&nbsp;</p>
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<a name="60"></a><p class="title">Related Articles</p>
<p>Set to the number of related articles that should be listed below each Knowledgebase article.</p>
<p>To disable listing related articles, set to <b>0</b></p>
<p>&nbsp;</p>
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<head>
<title>Interactive help for Hesk settings</title>
<meta http-equiv="Content-Type" content="text/html; charset=utf-8" />
<link href="help_style.css" type="text/css" rel="stylesheet" />
</head>
<body>
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<h3>Interactive help for Hesk settings</h3>
<p>&nbsp;</p>
<a name="63"></a><p class="title">Timezone</p>
<p>Select your help desk timezone.</p>
<p>If no valid timezone is selected, Coordinated Universal Time (UTC) will be used.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
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<a name="20"></a><p class="title">Time format</p>
<p>This is PHP date syntax for timestamps displayed by Hesk.</p>
<p><span class="wrong">Use only one space in the syntax (separating date and time), Hesk will use the space to break date and time into two lines!</span></p>
<p>For full syntax to use see <a href="http://www.php.net/date" target="_blank">PHP date manual</a>. Few examples you can use:</p>
<table border="1" cellspacing="0" cellpadding="4">
<tr>
<td><b><i>Setting</i></b></td>
<td><b><i>Result</i></b></td>
</tr>
<tr>
<td><b>Y-m-d H:i:s</b></td>
<td>2012-12-31 14:35:53</td>
</tr>
<tr>
<td><b>d/m/Y H:i:s</b></td>
<td>31/12/2012 14:35:53</td>
</tr>
<tr>
<td><b>m-d-Y H:i:s</b></td>
<td>12-31-2012 14:35:53</td>
</tr>
<tr>
<td><b>j-M-Y H:i:s</b></td>
<td>31-Dec-2012 14:35:53</td>
</tr>
<tr>
<td><b>j-M-Y g:ia</b></td>
<td>31-Dec-2012 2:35pm</td>
</tr>
</table>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<a name="61"></a><p class="title">IP whois</p>
<p>URL of the service you use for IP whois query.</p>
<p><b>{IP}</b> tag will be replaced with customer IP address.</p>
<p>Default: http://whois.domaintools.com/{IP}</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<a name="62"></a><p class="title">Maintenance mode</p>
<p>Put the help desk in maintenance mode.</p>
<p>Customer will not be able to use any help desk functions. Staff will be able to access and use the help desk normally.</p>
<p><b>Note:</b> Maintenance mode is activated automatically if the <b>/install</b> folder is present.</p>
<p><b>Important:</b> POP3 fetching will not be active, but email piping will (to avoid lost customer emails).</p>
<p>&nbsp;</p>
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<a name="21"></a><p class="title">Admin link</p>
<p>If selected a link to admin panel will be displayed on the bottom of your <a href="../../../" target="_blank">help desk index page</a>.</p>
<a name="48"></a><p class="title">Submit notice</p>
<p>If checked, the <i>Submit a ticket</i> form will show a note (at the bottom)
saying the customer should double-check all the information entered and
that their IP address is being logged for security purposes.</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<a name="56"></a><p class="title">Online Users</p>
<p>If checked HESK will show a list of users online in the last X minutes at the bottom of the help desk (in staff interface only).</p>
<a name="59"></a><p class="title">Updates</p>
<p>If checked HESK will automatically check for updates whenever you open the settings page.</p>
<p>For automatic update check to work your server must be connected to the Internet and have either cURL or allow_url_fopen enabled.</p>
<p>If disabled or required functions are missing, a manual &quot;Check for updates&quot; links will appear.</p>
<p>&nbsp;</p>
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<head>
<title>Interactive help for Hesk settings</title>
<meta http-equiv="Content-Type" content="text/html; charset=utf-8" />
<link href="help_style.css" type="text/css" rel="stylesheet" />
</head>
<body>
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<h3>Interactive help for Hesk settings</h3>
<p>&nbsp;</p>
<a name="1"></a><span class="section">&raquo; Fields in ticket list</span>
<p>Choose what fields you wish to have displayed in HESK ticket list.</p>
<p>Note that any custom fields need to be saved first before they appear in this list.</p>
<p>If no fields are selected, the Tracking ID field will be selected automatically.</p>
<p>At least one of these three fields must be shown: ID, Tracking ID, Subject</p>
<p>&nbsp;</p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
<a name="2"></a><p class="title">Date format in list of tickets</p>
<p>Select how you would like date columns (submitted, updated) in ticket list show information.</p>
<table border="1" cellspacing="0" cellpadding="4">
<tr>
<td><b><i>Setting</i></b></td>
<td><b><i>Result</i></b></td>
<td><b><i>Example</i></b></td>
</tr>
<tr>
<td valign="top"><b>HESK Style</b></td>
<td><b>HH:mm</b> if updated today<br />
<b>Yesterday</b> if updated yesterday<br />
<b>DD MMM YY</b> if updated before yesterday</td>
<td>14:35<br />Yesterday<br />26 Sep 14</td>
</tr>
<tr>
<td valign="top"><b>Date and time</b></td>
<td>YYYY-MM-DD<br />HH:mm:ss</td>
<td>2014-09-26<br />14:35:12</td>
</tr>
<tr>
<td valign="top"><b>Short descriptive</b></td>
<td valign="top">number + abbreviated time</td>
<td>1w2d (1 week 2 days)<br />30s (30 seconds)<br />2d6h (2 days 6 hours)</td>
</tr>
</table>
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