Helpdesk and Knowledge base

Local plugins ::: local_helpdesk

Maintained by

Eduardo Kraus

This plugin that provides a ticketing system for managing helpdesk requests. It allows users to create and track tickets while enabling administrators and support teams to manage and respond efficiently.

Latest release: 9 days

71 sites

313 downloads

11 fans

Current versions available: 1

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This plugin provides a ticketing system for managing support requests. It allows users to create and track tickets while enabling administrators and support teams to manage and respond efficiently.

Features

Creation and management of support tickets by users.
Categorization of tickets for better organization.
Assignment of users to specific categories to respond to tickets.
Email notifications for new tickets and responses.
Automated responses with the assistance of artificial intelligence.

Requirements

This plugin requires the Kopere BI plugin to manage the 12 reports of the helpdesk system.

Optionally, it also requires the GeniAI plugin. If GeniAI is enabled, it will support automatic response creation using artificial intelligence.

Useful links

Source control URL

Bug tracker

Screenshots

Contributors

Eduardo Kraus (Lead maintainer)

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Comments

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Plugins bot
Thu, 27 Feb 2025, 6:50 PM
Approval issue created: CONTRIB-9837
Mariusz Pulkowski
Sun, 16 Mar 2025, 3:31 AM
I installed the module, it looks promising. I created categories of reports and added a test entry. They are entered correctly in the lists and when changing the status to resolved. However, there is a problem with sending information to the Support by e-mail about a new entry / An error appears "Call to undefined function local_helpdesk\mail\string_kopere()".
I have checked the test emails from MOODLE and KOPPERE. The emails are going out correctly. Please advise what else needs to be configured.
Mohammad Nabil
Mon, 17 Mar 2025, 7:19 AM
thanks for this amzing plugin
i got the same issue , and when enable debug , i got:

Exception - Call to undefined function local_helpdesk\mail\string_kopere()

Stack trace:

line 116 of /local/helpdesk/classes/mail/send_message.php: Error thrown
line 100 of /local/helpdesk/classes/mail/ticket_mail.php: call to local_helpdesk\mail\send_message->send_mail()
line 76 of /local/helpdesk/classes/form/ticket_controller.php: call to local_helpdesk\mail\ticket_mail->send_ticket()
line 140 of /local/helpdesk/index.php: call to local_helpdesk\form\ticket_controller->insert_ticket()

Output buffer:
Warning: Trying to access array offset on null in /www/wwwroot/test.smartlms.online/local/helpdesk/classes/form/ticket_form.php on line 97
Mariusz Pulkowski
Thu, 20 Mar 2025, 2:01 AM
Thank you very much for the correction, I checked and everything works great. The only thing I miss is redirecting the raised topic to another person from the service or didactics. Sometimes some raised topics are more on the side of the organization and running of the subject course itself.
Great idea for a module, it's great.
Annie H.
Sun, 23 Mar 2025, 3:51 AM
HI, unfortunately I get following error when installing the plugin: capability "local/helpdesk:ticketmanage" was not found! This has to be fixed in code. Can you have a look! Thanks
Pablo I. Pissinis
Thu, 3 Apr 2025, 8:40 AM
It´s a very great tool for Moodle and Eduardo Krauss (the author) it´s a great guy.

Two recomendations for the users:

If you find a problem, USE the Bug Tracker, not the comments.

I really really recommend this plugin! Regards!
Lekden Namgyal
Thu, 3 Apr 2025, 11:36 AM
Hi is there a technical documentation for this plugin?