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Documentation: Support

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General Support



MkBiz' Support System shall make it easy to contact the Support, both as a user and as a visitor.

The user, who is logged in, does not need to register personal data, since they are registered already. The visitor must specify the name and e-mail address. Both types of users can see the status of their case(s) after accessing the Support System.

We prefer the use of Support System over the use of e-mail, because

  • All the elements of a case are collected together. All the history of a case can be seen in one place
  • It is easy for us and for the users to find all relevant cases immediately, without the labor of searching all the bits.
  • The status is updated dynamically, the follow up is extremely easy
  • The requests and answers are safe against Spam Filters
  • The presentation is much nicer than standard e-mail


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Visitors Request



The term Visitors is used here to describe for all the people who have not logged in, either because they have no account or because they access support system without loggin in

Visitors must fill in one more page, to identify themselves. They need to supply their name and e-mail address. The e-mail address is a key for finding all requests from the same user.

Enter Your Details
Your E-mail
Your Name

After submitting that information the requestant is sent to a page with the same content as for registered users.



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Users Request



On entry to the Support System the users are presented with their existing cases, if any, and a possibility to start new case. To do that they need only to select the type of request and write the subject line.

Choose Case
113Problems with inlogging

After choosing an existing case or submitting a new one, the user is sent to Case window where he is presented the registered data of the case and an editor window.


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Case Window



Here you can see all data about specific case and have possibility to write new request:

Ticket No.SubjectPriority
113Problems with mySql
Date:July 29, 2004 10:56:50
From:makebiz@gmail.com
Name:Jacek K. Heisig

The version of mySql on my site is 3.23.56. There is an error in standard sql:

UPDATE colel SET Ln = Ln-1 WHERE uId =1 And Col =2 And Ln >3 ORDER BY Ln

#1064 - You have an error in your SQL syntax near 'ORDER BY Ln' at line 1
This is corrected in version 4. Please update


Date:July 29, 2004 11:20:34
From:Use our Support System!
Name:Michael

New version of mySql will be installed today.


Your Message

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Group Administration



Here we define the Support Groups:

NameActiveE-mail 

Active if the group is not active, it will not be shown for new cases. The established cases will still continue to be directed to the previously chosen group. That is the reason that there is no Delete Group button.

E-mail, if used causes the case to be forwarded to the specified e-mail address. It continues to be in the Support System. It can be helpful to get a message in e-mail that there is a new case, without the need for monitoring the system all the time.

Attention! The e-mail can disappear if sent to the same server, as the Support System is located on. Test it and if necessary send it to post box on another server.


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Selecting Cases



It is easy to find relevant case in MB's Support System. All currently active cases (which are not answered yet, can be seen divided into support groups:

GroupCountPriority
All Groups--
Technical support1Std

Here you can choose to see all active (non answered) cases, or only active cases for your group:

IdSubjectGroupPriority
116Problems with mySqlTechnical supportHigh
113Change of Domain NameTechnical supportStd

Click on the Subject to go directly to the Answer Page.

But you can be much more selective. Use the second Selection Block:

Case Id / User Id:
User Name:
User E-mail:
Group:
Active / Priority:
Reg between (d[.m[.y]]):
Last Msg between:

Case Id (Ticket number). Select a case using it's Id.

User Id. Select all cases of registered user. All visitors have Id 0.

User Name. Use name or part of it.

User E-mail. Use E-mail or part of it.

Group. Select cases for Support Group

Active. Waiting for answer / answered cases.

Priority. High and standard requests.

Registration Date. The date when the request was created. Specify only day if in current month, day.month if in current year or full date: day.month.year.

Last Message Date. The date of last request or last answer (whichever occured last). Specify only day if in current month, day.month if in current year or full date: day.month.year.


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Answer Window



This window is nearly identical to the Case Window:

Ticket No.SubjectPriority
113Problems with mySqlHigh
Date:July 29, 2004 10:56:50 CDT -0500
From:makebiz@gmail.com
Name:Jacek K. Heisig

The version of mySql on my site is 3.23.56. There is an error in standard sql:

UPDATE colel SET Ln = Ln-1 WHERE uId =1 And Col =2 And Ln >3 ORDER BY Ln

#1064 - You have an error in your SQL syntax near 'ORDER BY Ln' at line 1
This is corrected in version 4. Please update



There are only 3 differences:

  • The Priority cannot be changed
  • The message about answer is forwarded to requestants e-mail box
  • The Active property is set to Answered instead of Active

Jacek K. Heisig

Diskette, J. Heisig
Founder & CEO
Jacek K. Heisig

mkbiz.pl
mkbizon.net
polska-opiekunka.pl
jacek.heisig@gmail.com

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