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Deskulu – Opensource knowledgebase and ticketing system

Intro

Deskulu is an opensource helpdesk and ticketing system based on Drupal 7, developed as a weekend project by Taskulu – a task management tool for enterprise. We’ve been using Deskulu as our own helpdesk since the initial development and have been fixing bugs and making improvements. It’s quite production ready at this point.

Deskulu – Opensource knowledgebase and ticketing system Knowledge base

Deskulu – Opensource knowledgebase and ticketing system Agent dashboard

Deskulu – Opensource knowledgebase and ticketing system Ticket

Features

Deskulu is based on Drupal and inherits all its flexibility and plethora of modules that allow you to add more functionality. Here’s what Deskulu offers by default:

  • All existing features offered by Drupal (Role-based user management, customizable fields on all entities, etc), Views (easily visualize information in any format you want) and Rules (automate workflows without any coding).
  • Knowledge base
  • Discussions (public product forums)
  • Ticketing system
    • Ticket submission by both anonymous and logged in users.
    • Email integration for replying to tickets (for both users and support agents).
    • Assign tickets to support agents.
    • Configurable ticket status (open/closed/etc).
    • Configurable ticket categories (feature request/bug report/technical support/etc)
    • Configurable ticket priorities (urgent/high/low/etc).
    • Ticket tagging.
  • Multi-lingual support
    • Farsi and English are available by default.
    • Default theme supports RTL layout.
  • RESTful API for integration with your own product using the Services module.

Installation

Before you continue please make sure that you have all the necessary requirements . You also need a Mandrill account for the email integration to work. For the rest of this guide I’ll be assuming that deskulu will be accessible from http://yoursite.com/ .

Configure Mandrill for sending/receiving emails

  1. Open your Mandrill account and go to https://mandrillapp.com/settings/sending-domains .
  2. Add a new sending domain for Deskulu (for example helpmail.yoursite.com).
  3. Visit https://mandrillapp.com/inbound and add helpmail.yoursite.com domain.
  4. On the same page click on helpmail.yoursite.com in the table.
  5. Click on the "+Add New Route" button.
  6. Add another route by clicking on the "+Add New Route" button again.
  7. Visit https://mandrillapp.com/settings/index and generate a new API key for the helpdesk. You’ll need this API key later.
  8. Open your own mail administration tool and create an Alias to forward all emails sent to support@yoursite.com to support@mail.taskulu.com .

Install and configure Deskulu

  1. Clone the repository (or download thezip file and extrac it) in your webserver’s documentroot.
  2. Create a new database and import deskulu.sql.gz
  3. Adjust your PHP configuration to make sure it meets Druapl requirements.
  4. Configure your web server
  5. Open sites/default/settings.php, replace DB_NAME, USERNAME and PASSWORD with your database name, username and password.
  6. Open the website in your browser and login
    • Username: admin
    • Password: admin
  7. Visit http://yoursite.com/user/1/edit and change your password.
  8. Visit http://yoursite.com/admin/config/system/site-information (Configuration > System > Site Information in the top menu) and change Site name and Email address.
  9. Visit http://yoursite.com/admin/appearance/settings/ht (Appearance > Settings > Helpdesk theme), scroll down "Override Global Settings" select "Logo image settings" and upload a new logo.
  10. Visit http://yoursite.com/admin/config/regional/language (Configuration > System > Regional and language > Languages)
    • If you don’t need the Persian language, delete it, otherwise Enable it.
    • If you need any other languages, see the Localization section below.
    • If you don’t need the multiple languages at all, visit http://yoursite.com/admin/modules (Modules in the top menu) and disable all modules related to "Multilingual", "Multilingual – Entity Translation" and "Multilingual – Internationalization". Also disable "Calendar Systems" and "Locale" modules (Please note that you need to disable modules that depend on these modules first).
  11. Open http://yoursite.com/admin/config/workflow/rules/reaction/manage/rules_send_thank_you_email_for_new_tickets/edit/3
    • Find SENDER E-MAIL ADDRESS and change its value to ticket-[node:nid]-[node:field-security-token]@helpmail.yoursite.com
  12. Open http://yoursite.com/admin/config/workflow/rules/reaction/manage/rules_send_email_to_support_agent/edit/4
    • Find SENDER E-MAIL ADDRESS and change its value to ticket-[node:nid]-[node:field-security-token]@helpmail.yoursite.com
  13. Open http://yoursite.com/admin/config/workflow/rules/reaction/manage/rules_notify_agents_about_new_comments/edit/3
    • Find SENDER E-MAIL ADDRESS and change its value to ticket-[comment:node:nid]-[comment:node:field-security-token]@helpmail.yoursite.com
  14. Open http://yoursite.com/admin/config/workflow/rules/reaction/manage/rules_send_notification_email_to_site_owners/edit/3
    • Find REPLY E-MAIL ADDRESS and change its value to ticket-[node:nid]-[node:field_security_token]@helpmail.yoursite.com
  15. Open http://yoursite.com/admin/config/services/mandrill and set the Mandrill API Key.

Note:You can see all automation Rules and add/remove/edit them here: http://yoursite.com/admin/config/workflow/rules (Configuration > Workflow > Rules).

Localization

You can enable as many languages as you need. To do that you first need to add thos languages from http://yoursite.com/admin/config/regional/language (Configuration > Regional and language > Languages). Most of languages have translations available in https://localize.drupal.org/ . You can download translations from this site and import them in http://yoursite.com/admin/config/regional/translate/import (Configuration > Regional and language > Translate interface > Import). If there are strings that are not translated after importing, you can use the form at http://yoursite.com/admin/config/regional/translate/translate (Configuration > Regional and language > Translate interface > Translate) to translate them yourself.

Adding agents

If you want to add agents use the form at http://yoursite.com/admin/people/create (People > Add user) and give them the "agent" role. If you want to change what agents can and cannot do, checkout this page: http://yoursite.com/admin/people/permissions (People > Permissions).

Changing heldesk article and ticket categories, priorities and statuses and discussion forums.

If you need to change categories, priorities or statuses, visit http://yoursite.com/admin/structure/taxonomy (Structure > Taxonomy). Click on List terms in from of each Vocabulary to see/edit the list of available options.

Changing Menues

You probably want to change the menus. You can do that from here: http://yoursite.com/admin/structure/menu (Structre > Menu).

Changing fields on helpdesk articles, tickets and discussion forums

If you need to add/remove fields to helpdesk articles or tickets visit this page: http://yoursite.com/admin/structure/types (Structure > Content types).

Using the RESTful API

Please see the documentation of Services module.

Roadmap

  • Add a more minimal theme.
  • Create a Drupal distribution that automates installation and initial configuration.
  • Add support for SendGrid and other transactional mail systems.
  • Add configuration forms and introduce tokens to make it possible to change Rules configs from a single form.

License

GPLv2. See LICENSE.txt.

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