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Helpdesk Support Pro

€299,00
€299,00
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Helpdesk Support Pro

A complete help desk on top of Dolibarr's ticket, and the share of the tickets its figures describe

Features

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Helpdesk Support Pro

A complete help desk on top of Dolibarr's ticket, and the share of the tickets its figures describe

Features

On top of Dolibarr's ticket, not beside it
Dolibarr already has a ticket. This module does not create a second one: llx_ticket stays the ticket of record and the module carries only the layer it lacks — team, stage, commitment, clock, billable time, satisfaction. A ticket created by any Dolibarr route is picked up automatically. And when the Ticket module is switched off the screens say so: seven dashboards of zeroes would read as a quiet week, which is an entirely different statement.
A public web portal, with no account
The customer files a request from a public page — type, subject, priority, description, attachment — and receives a tracking code they can read over the telephone: the alphabet excludes every glyph that gets confused, no O or 0, no I or 1. They then follow the progress and reply in the thread. An attachment is checked on its extension and its size, both configurable, and stored outside the web root. A wrong code answers exactly like an unknown one: anything else turns the lookup into an oracle.
Commitments counted in open hours, not in clock hours
A ticket raised on Friday at 18:00 against a four-hour target is not late on Monday at 09:00. The clock walks the team's calendar — opening slots, Saturday duty, public holidays — and counts only the hours the team is reachable. The function that adds open hours and the one that computes the deadline are exact inverses of each other; the REST API publishes that arithmetic itself, so an integrator who disputes a delay can make the module show its working instead of guessing at it.
Three promises per ticket, and one clock for each
First reply: stopped by the first message addressed to the customer — an internal note has answered nobody. Resolution: stopped at the resolution. Periodic update: counted from the last thing the customer was told, not from the opening; measured from the opening it would be broken by definition on the fourth day of any ticket, however well it is handled. A clock that has not stopped is never counted as met: it is running. Counting otherwise turns an untouched backlog into a hundred per cent compliance.
The pause while waiting for the customer, read from the thread
When the agent asks a question the promise is suspended; when the customer answers it resumes. Those pauses are read back from the message history, not from the ticket's current state: the current state knows only the latest wait, and a ticket that waited three times would keep one. The choice is per policy, and the customer's answer ends the wait — otherwise every clock on that ticket would stay paused for ever.
Escalation on three levels, once and not every hour
A breached clock rises to level 1, level 2 or management according to the overrun, to the manager of the team concerned. An escalation already raised is not raised again every hour: that is how an inbox learns to ignore a module. Each escalation keeps the clock that caused it, the overrun observed and the moment it was acknowledged.
What the figures do not cover, named rather than buried
A ticket with no team, no policy, no working calendar or with contradictory dates has no promise to be compared against. It is therefore not counted as having met its commitment: it is left out of the measurement, its reason is named, the Dolibarr field to correct is printed, and every indicator snapshot  publishes the share of the tickets its figures actually describe. A compliance rate read without that share is an opinion: a hundred per cent over eleven tickets out of ninety is not a good week.
Time recorded, and the three things billing tends to confuse
Time in and time out, the nature of the time, rounded to the chosen step and never below the minimum. The screen separates what billing happily merges: time that will be invoiced, time given away — a deliberate decision — and time that cannot be invoiced yet, because a rate or a customer is missing. The third is not filed with the second: it is counted apart, its reason is named and the field to fill is shown.
A rate cascade whose order is written down
Contract, then customer, then team, then agent. On a tie the priority column decides, then the narrowest date window — never the rowid, which would make the price depend on the order the rules happened to be typed in. The billing screen shows the cascade in the order it applies and how many lines each level actually priced.
Prepaid hours drawn down as time is recorded, not when the invoice goes out
An hour pack empties as the time is entered, not on the day the invoice leaves: that is the only way a customer knows what is left before they ring. Each pack carries its own warning threshold, and the matching rule fires when it is crossed. The lines to invoice become Dolibarr invoice lines from the ticket itself.
Satisfaction, with the answer rate beside it
A survey goes out at closure and the score comes back onto the ticket, the agent and the team. The average is shown with the answer rate: an unanswered survey is not a neutral score, and an average of 4.6 over three answers for eighty closed tickets says nothing. Free comments are readable in the dashboard, the worst scores first.
Seven dashboards, 58 reports, exports and an API
Workload, commitments, satisfaction, time spent, teams, channels, knowledge base: seven screens, each with its indicators, its charts and its detail table. Fifty-eight reports in eight families, exportable as CSV, Excel, Word, PDF and JSON. Configurable alerts, mail templates, scheduled delivery, a knowledge base that is internal, portal or public with the tickets it prevented, canned responses, and a 46-route REST API of which one publishes the measurable share beside the compliance rate and another the open-hour arithmetic itself.

What the module does not do

  • The module modifies no native Dolibarr table. It creates its own llx_helpdesksupportpro_* tables and plugs in through hooks and triggers. The ticket of record stays Dolibarr's.
  • It requires Dolibarr's Ticket module. Without it there is nothing to measure, and the module says so on every screen rather than showing zeroes.
  • It does not correct your data. It names what is missing and the Dolibarr field to put it in; the typing stays yours.
  • It does not send mail on your behalf. The templates are provided and the delivery is scheduled, but the sending goes through your own Dolibarr mail configuration.
  • The overdue count is computed for today only. The deadline a ticket carries is the one its live clock carries now, not the one it carried last month: counted for a past date it would be an invented figure, and the column says “not measured” instead.

Putting it to work

  1. Enable Dolibarr's Ticket module if it is not already, then Helpdesk Support Pro. A complete demonstration set is already in place: six teams, three calendars, three service policies and thirteen months of real tickets, already measured.
  2. Grant the permissions to your groups. With no permission row the left-menu entries stay greyed out.
  3. Declare your working calendars: opening slots, on-call duty, public holidays. Every promise is measured against these and nothing else.
  4. Create your service policies and their per-priority targets, then attach them to your teams — or to a ticket type, which wins over the team: a billing question and an outage do not promise the same thing.
  5. Open the public portal and put its address on your site or in your signature. Choose the team that receives the requests, the attachment formats accepted and their size.
  6. Enable the scheduled jobs if you want the clocks to advance by themselves, the escalations to go out and the daily snapshot to be taken. They ship disabled.

Technical summary

Module number 1768000
Dolibarr 16 to 23
PHP 7.1 to 8.4
Depends on Ticket, Third parties
Tables 39, prefix llx_helpdesksupportpro_
Columns 511
Permissions 43 in 15 groups
Constants 31
Scheduled jobs 6
Dashboards 7
Reports 58 in 8 families
REST API 46 routes
Exports CSV, Excel, Word, PDF, JSON
Languages English, French, German, Italian, Spanish
Service targets first reply, resolution, periodic update
Public portal yes, no account, with a tracking code
Developed by DoliResource
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Website : www.doliresource.com