General information

If you have a problem after or before installing the component please read our troubleshooting page for the February 2013 releases of our components. Do note that these issues are only likely to affect users with old versions of PHP, Joomla! and/or very old versions of our components.

Release highlights

AJAX replies. This is something you may have seen on other sites, such as GitHub. When you type a reply it is instantly submitted and displayed on your screen without the need to reload the entire page. This new feature is enabled by default.

Canned replies and latest open tickets are now keyboard-aware. Select the item you want with the j/k keys, select it with ENTER. Useful for keyboard junkies – we know most developers will appreciate this!

Various display tweaks: the time spent per reply and in total on the ticket is shown in the front-end; a print view for tickets (visible only to managers); fitlers in the My Tickets view in the front-end; improved back-end layout for Joomla! 3.x.

You can now set multiple tickets as public / private from the back-end of the component. Useful if you have a handful of users who screwed up posting their tickets (yes, we know how often that happens).

There's a new custom field type, text area. This is useful for gathering information that normally doesn't fit into the main ticket text.

PHP 5.3 is required

This version requires PHP 5.3.5+ or 5.4 (recommended). The rationale behind this is explained in our statement of mid-February 2013. It won't install on hosts running PHP 5.2 or earlier. Moreover, due to the necessary Joomla! API changes found only in Joomla! 2.5.6 or later, this version will not install on Joomla! 2.5.5 or earlier versions. In any case, it will tell you exactly why it cannot be installed (minimum PHP or Joomla! version not satisfied).

Changelog

Bug fixes

• [LOW] Ampersands, lower than and greater than signs appear incorrectly when using the BBcode [code] tag
• [LOW] The Time column in the Tickets view was always blank
• [LOW] The status selection dropdown in the front-end tickets page didn't have any effect
• [LOW] You could not set the Enabled status of a custom field when creating it
• [MEDIUM] If the ticket assignment changed, the time spent would be credited to the last assignee, not the support staff who had put in the time

New features

• AJAX-powered ticket reply feature (enabled by default). A much faster way for your users and support staff to reply to tickets from the web.
• Canned replies are now keyboard aware: select a canned reply with the j and k keys, expand it with the + key and use it pressing the ENTER key
• Filters in the My Tickets view
• Latest open tickets are now keyboard aware: select a ticket in the Latest Open page with the j and k keys, open it by pressing the ENTER key
• Print view for tickets. Come in handy when a client requests a printout of the ticket to show to their boss. Note: only managers can see the print view; your clients will have to request you to provide a printout, they can't produce it themselves.
• Text area custom field type with customisable row and column count
• The time spent per reply is shown in the front-end
• The total time spent and total amount of credits charged per ticket is shown in the front-end
• You can now set multiple tickets as public / private from the back-end of the component

Miscellaneous changes

• Improved back-end layout on Joomla! 3.x