HelpDeskz User Guide¶
Welcome to HelpDeskZ¶
HelpDeskZ is a free PHP based software which allows you to manage your site’s support with a web-based support ticket system.
HelpDeskZ is developed with CodeIgniter PHP framework 4
Server Requirements¶
PHP version 7.2 or newer is required
intl extension, mbstring extension and imap extension installed.
MySQL (5.1+) via the MySQLi driver
Fresh Installation¶
Note
Be sure that your server meets the HelpDeskZ requirements.
Configuration file¶
Unzip the HelpDeskZ script package.
Browse to directory /hdz/app/Config/ and rename the file Helpdesk.new.php to Helpdesk.php.
Edit this file and complete the required information (Site URL, database information, etc).
Install it!¶
Connect with FTP to the public folder of your server.
Upload all HelpDeskZ in the directory that you will install it (domain directory or subdomain).
Open /install in your browser, for example http://support.mysite.com/install (modify your URL).
The HelpDeskZ setup script will run. Click INSTALL HELPDESKZ and follow the instructions through installation wizard.
Now it’s time to setup your help desk! Open the staff panel in your browser, for example: http://support.mysite.com/staff Use the login details that you entered in the installation process.
Take some time and get familiar with all the available settings. Most should be self-explanatory.
Thanks for using HelpDeskZ!
Note
If you want to make a new installation again, then be sure you removed the file /hdz/writable/cache/instal.config to unlock the installation wizard.
Upgrading from previous version¶
Please read the upgrade notes corresponding to the version you are upgrading from.
Upgrading from 1.x to 2.0¶
Note
v2.x was rewritten from scratch so the attachments from tickets will be lost in this new version.
The upgrade process is very simple and just follow these steps:
Configuration file¶
Unzip the HelpDeskZ script package.
Browse to directory /hdz/app/Config/ and rename the file Helpdesk.new.php to Helpdesk.php.
Edit this file and complete the required information (Site URL, database information, etc).
Update your site¶
Upload all files of v2.x to your HelpDeskZ directory.
Open /install in your browser, for example http://support.mysite.com/install (modify your URL).
The HelpDeskZ setup script will run. Click UPGRADE HELPDESKZ and follow the instructions through upgrade wizard.
Now it’s time to setup your help desk! Open the staff panel in your browser, for example: http://support.mysite.com/staff
Take some time and get familiar with all the available settings. Most should be self-explanatory.
Thanks for using HelpDeskZ!
Email Piping¶
HelpDeskZ supports email piping, this allows the auto-creation of tickets from incoming emails to a set email address.
Email configuration¶
In Staff Panel, go to Setup -> Email addresses.
Add a new email address or edit the email for Piping configuraiton.
Go to Incomming tab and select Pipe
Email forwarding¶
In your hosting panel, go to email forwarding.
Enter the email address that you configured in your staff panel.
For destination, select Pipe
Enter the path to pipe.php, for example /public_html/helpdeskz/pipe.php
Note
To make it work correctly, verify that pipe.php has executable permissions (CHMOD 755)