Open-source helpdesk ticketing system
No more confusing interfaces and operations! With Tickotty, you can quickly deal with support requests by adding your own agents. Thanks to its easy and user-friendly interface, navigating through its features is effortless.
In most servers, these extensions are enabled by default, but you should check with your hosting provider.
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PHP 7.4+
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MYSQL 5.7+
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mod_rewrite Apache
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MBString Extension
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GD Extension
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MYSQLi Extension
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PDO Extension
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Zip Extension
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CURL Extension
Tickotty - Help Desk has an easy setup, first, create a database, then go to your domain name where you uploaded the files it will be redirected install page automatically.
First of all, please upload the application files to the folder where you want to install the application with the cPanel file manager.
To create a MySQL database
- Log in to cPanel.
- Click MySQL Databases under Databases in cPanel.
- Type your database name.
- When ready, click Create Database.
Creating a database user
- Click MySQL Databases under Databases in cPanel.
- Under MySQL Users > Add New User, enter the MySQL username in the Username text box.
- In the Password text box, enter the user password.
- In the Password (Again) text box, retype the user password.
- When ready, click Create User.
Adding user to a database
- Click MySQL Databases under Databases in cPanel.
- Under Add User to Database, select the user that you want to add from the User drop-down menu.
- In the Database drop-down menu, select the database.
- Click Add.
- Select the privileges you want to grant the user, or click ALL PRIVILEGES to grant the user all permissions to the database.
- When ready, click Make Changes.
If the creating database and adding users to the database are completed
Now you can go to the installation screen via the folder where the files are uploaded (http://example.com/yours), the page will automatically redirect you to the setup screen.
If it does not automatically switch to the installation screen
All you have to do is go to the link http://example.com/yours/service/install
On Installation Screen
- Make sure all the dependencies are installed.
- Click “Next” only if you see “Green Tick” beside all the dependencies.
- Type your database credentials
- Click on Install. Congratulations, the installation is complete!
Few changes we need to do in XAMPP default installation.
1. Change the .htaccess
RewriteRule ^(.*)$ index.php?/$1 [L,QSA]
to
RewriteRule ^(.*)$ /yourfolder/index.php?/$1 [L,QSA]
2. Navigate to localhost/yourfolder/install
Few changes we need to do in MAMP default installation.
1. Change the .htaccess
RewriteRule ^(.*)$ index.php?/$1 [L,QSA]
to
RewriteRule ^(.*)$ /yourfolder/index.php?/$1 [L,QSA]
2. Navigate to localhost/yourfolder/install
If you are getting 404 Not Found error after your install, this means that you need to adjust the main .htaccess for Tickotty
Change the .htaccess with
RewriteEngine on
RewriteCond $1 !^(index.php|resources|robots.txt)
RewriteCond %{REQUEST_FILENAME} !-f
RewriteCond %{REQUEST_FILENAME} !-d
RewriteRule ^(.*)$ index.php?/$1 [L,QSA]
If you are getting 500 Internal Server error after your install, this means that you need to adjust the main .htaccess for Tickotty
If you getting this error try to change your PHP version to 7.4 or higher
Change the .htaccess with
RewriteEngine on
RewriteCond $1 !^(index\.php|resources|robots\.txt)
RewriteCond %{REQUEST_FILENAME} !-f
RewriteCond %{REQUEST_FILENAME} !-d
RewriteRule ^(.*)$ subfoldername/index.php?/$1 [L,QSA]
AddDefaultCharset utf-8
You can track weekly statistics of open, assigned, answered, or closed tickets and the resolving percentages from the dashboard.
To create tickets, clients must register. All registered users are added directly to the "client" list if you have problems with a specific client, you can prevent them from logging into the application.
Registered clients can easily add and follow on their support requests, agents who review support requests can filter requests by status, priority, assigned staff, or department.
This feature supplies information about the statistics of the average response and resolution times of all tickets, as well as taking reports about tickets filtered by assigned staff or other characteristics.
You & your client can agree on a mutual time about how much time period the requests will be answered or resolved. When you define & assign this parameter to your client, you can see the details of SLA in the support tickets, this data is constantly checked with the cron jobs and a notification is sent for the violated support tickets.
You or your clients can add staff or workfellows to the application. You can also authorize a staff member and restrict any user from accessing the features. Staff can change their working hours.
Thanks to the knowledge base, your clients can find the answers they seek without the need to create a support request. You can add new articles to the knowledge base for clients who want to reach the solution quickly.
You can use custom fields to get additional information from customers who submit a ticket. These fields can be managed and rearranged by you. Also, they can be created conditionally if their definition depends on other fields.
| Role | User | Password |
|---|---|---|
| Admin | [email protected] | admin |
| Staff | [email protected] | demo |
| Client | [email protected] | demo |
