Once Installed how does one even begin to configure it.

DomDis · 13 Feb 2022, 20:55

I have managed to install uvdesk on ubuntu 20 with the help of this document https://websiteforstudents.com/how-to-install-uvdesk-on-ubuntu/

I can log in and move around but Where does one start?
I added groups & teams (not sure how or use these other than they are required when adding agents).

I'm not sure how to configure mail - I use a hosted service which is not gmail yahoo or outlook.

I added an agent which I assume is a person on my staff which will accept calls and answer them but how do they login - Then never received an email but that could be because of my previous issue with how to configure mail.

I pretended to me a customer and created a new ticket. I see the counts show as 1 new ticket but for the life of me I can not see the detail of said ticket of how to assign it. (I am logged in with the admin account that was created on the super admin account screen)

This looks real promising but not if I can't get it to work - HELP

peopleinside · 13 Feb 2022, 21:16

@domdis Hi and welcome to the UVdesk forum!

I can log in and move around but Where does one start?
I added groups & teams (not sure how or use these other than they are required when adding agents).

You can create a team then create a workflow to assign a ticket to the team and notify to them the ticket assignment, In my case I set a level 1 support team than in workflow I have:

Assign and notify ticket to the team
Event, ticket created

Actions
Assign to team -> level 1
Mail to the team -> level 1
Assign to a group -> Default

This works to assign the ticket.
I have also other workflow that check email and assign to the respective department.

You can create your own rule based on your need, and you can also test if all works as expected.

I'm not sure how to configure mail - I use a hosted service which is not gmail yahoo or outlook.

This should be not a problem: Gmail and Yahoo are used as example in the email configuration guide, you can replace them server with yours server details.

Example:

Host: Every email service has a unique IMAP HOST

{imap.yourdomain.com:993/imap/ssl}INBOX

I added an agent which I assume is a person on my staff which will accept calls and answer them but how do they login - Then never received an email but that could be because of my previous issue with how to configure mail.

For resolve this you may need assign a ticket to a team with a workflow showed before and assign the operator to the team. Also will be the added workflow by you to notify the email assignment. By default there is no rule for alert by email when a ticket is assigned.

I pretended to me a customer and created a new ticket. I see the counts show as 1 new ticket but for the life of me I can not see the detail of said ticket of how to assign it. (I am logged in with the admin account that was created on the super admin account screen)

Try to create the workflow suggested before.

DomDis · 13 Feb 2022, 22:10

@peopleinside said in Once Installed how does one even begin to configure it.:

This should be not a problem: Gmail and Yahoo are used as example in the email configuration guide, you can replace them server with yours server details.
Example:
Host: Every email service has a unique IMAP HOST
{imap.yourdomain.com:993/imap/ssl}INBOX

Do I have to have a mailbox ??? I'm not really sure what having this allows for ?

Typically the Help Desk is internal and will most likely only be used by my staff. In other demos that I tried I just specified my SMTP server on port 25 and then added a rule on my firewall that allowed the SMTP connection to the mail server. No user name of login necessary. I'm guessing this is much more complex.

As far as workflows I have the canned workflows are they not enough to assign tickets?

Agent Created Active Edit Delete
User Forgot Password Active Edit Delete
Ticket Agent Update - Mail to Agent Active Edit Delete
Ticket Created Active Edit Delete
Agent Replied on Ticket Active Edit Delete
Customer Replied on Ticket Active Edit Delete
Collaborator Replied on Ticket Active Edit Delete
Collaborator Added to ticket Active Edit Delete
Customer Created

peopleinside · 13 Feb 2022, 22:24

@domdis my suggestion is to fully configure correctly email also if you use the help desk only internally. I think without valid SMTP or email settings you can have issues on sending, reeving emails.

You can test however if reply to a ticket generate an email, if yes and you see all works also without setup fully email will be probably ok for you.

I think UVdesk may need valid SMTP credentials for sending emails.

As far as workflows I have the canned workflows are they not enough to assign tickets

I think not but you can see when a ticket is created if is assigned or not.
I read in your post ticket was not assigned and I remember to had the same issue when I start to approaching UVdesk so, the solution can be create a wrokflow (as suggested above) for assign the new tickets to a team and to inform them by email.

DomDis · 13 Feb 2022, 22:56

@peopleinside Thank you for your input - I imagine I will have to create a mailbox for support@mydomain.com on my mail server and go from there. I can't believe I have to make a workflow to be able to process tickets but I will try to get it working.

I sure wish there was a simple how to get started document that would explain these things. At the very least the fields on the forms should have some soft of explanation as to what they are for

Thanks for your assistance

peopleinside · 13 Feb 2022, 22:58

@domdis thank you for your feedback.

DomDis · 14 Feb 2022, 00:57

@peopleinside I added it but I don't think it worked. I may go back to osTicket - at least that worked out of the box with very little configuration required. This seem to be too intensive and there's not a lot of documentation.

vipin · 14 Feb 2022, 05:05

@DomDis

Thanks for your feedback, We will surely work on the documentation part.

Can you please tell us, what issue are you facing in configuring workflow?

Have you set up the mailbox & swift mailer to get the notification and send notifications on ticket creation, reply, Agent added, customer added &, etc?

If not, please follow the given link:

Mailbox click here.
Swift mailer click here.
Email settings click here.

peopleinside · 14 Feb 2022, 09:14

@domdis I'm sorry to read you wanna leave UVdesk.
I also taked a little bit of time for setup UVdesk but now I'm happy, also staff here is kind and avaiable to help you.

You are free to return to OsTicket or to move to other solutions but maybe, if you discocered and decided to try UVdesk your experience can improve if you find some more patience and time to resolve initial issue that you can have when you approcing to a new software.

@vipin I think the user want use PHP mail instead of have to configure MailBox, etc. The process to setup MailBox are not easy, will be more easy if in the field host users should just input their host than, in a separafe chech boxes user should be able to select if use SSL or not and the used port.

@DomDis if you still wanna try to resolve initial configuration issue, you will find help here, in the community. We try to anser every post.

OsTicket is nice but you need to buy an additional theme for be responsive and for install the unofficial theme you need replace core files with not official files. UVdesk is fully responsive for customers and has a great interface

DomDis · 14 Feb 2022, 16:10

@vipin said in Once Installed how does one even begin to configure it.:

@DomDis
Thanks for your feedback, We will surely work on the documentation part.
Can you please tell us, what issue are you facing in configuring workflow?
Have you set up the mailbox & swift mailer to get the notification and send notifications on ticket creation, reply, Agent added, customer added &, etc?
If not, please follow the given link:

Mailbox click here.
Swift mailer click here.
Email settings click here.

UVDesk really seems to have a lot of potential but not if I can't get it to work.

Feedback - in other demos I just provided my SMTP server (no logins no passwords) on port 25 then I allowed SMTP through my firewall from the ticket sever to the mail server and it just worked no complicated configs. Also give me a Send Test Mail button so I can at the very least see if I get my SMPT settings correct.

You provide a link to a configuration example for the mailbox but you don't show how to fill in the form. Whats all this {imap.mydomain.com:993/imap/ssl}INBOX I keep seeing. Let me just put the IP or DNS name of my IMAP server and you wrap it as needed ... Don't you need to define the SMTP server first so you can populate the outgoing SMTP Server in the mailbox creation screen? I can't DO Mailbox First becuase it won;t let me continue if I don't have SMTP swift mail ID

I will delete the two settings I have and try again.

When configuring the Swift Mailer when you ask for email that I want to use for uvdesk I am assuming this account must exist on my mail server and I will use that account's password for the password YES/NO?

Same question when configuring the mailbox when you ask for email that I want to use for uvdesk I am assuming this account must exist on my mail server and I will use that account's password for the password YES/NO?

OK so I wnt through the steps How Do I know if they work ?

peopleinside · 14 Feb 2022, 16:29

@domdis thanks for your answer.

You provide a link to a configuration example for the mailbox but you don't show how to fill in the form.

In the email configuration guide, if you scroll down, you will see example on how the host field should be filled.

Something like this should be placed in the host field:

{imap.yourdomain.com:993/imap/ssl}INBOX

In OsTicket this configuration is more easy because in the host you just need to insert imap.yourdomain.com than you will find other field where set if use SSL, what port use and if maybe skip the certificate validation. This is something I suggest to UVdesk to implement... also because without the link to the guide, is very hard compile correctly the host field.

Currently UVdesk never check if you insert correct email data or not and this is bad.
An issue is already present on GitHub and need the developer attention.
https://github.com/uvdesk/community-skeleton/issues/413

When configuring the Swift Mailer when you ask for email that I want to use for uvdesk I am assuming this account must exist on my mail server and I will use that account's password for the password YES/NO?

YES you need have an existing email account and use so the email account password.

Same question when configuring the mailbox when you ask for email that I want to use for uvdesk I am assuming this account must exist on my mail server and I will use that account's password for the password YES/NO?

YES, the account must exist and you have to use the account email password.
The Host field should be compiled like:

{imap.yourdomain.com:993/imap/ssl}INBOX

OK so I wnt through the steps How Do I know if they work ?

You need test if creating a ticket from web generate an email.
You need test if reply to a ticket generate an email.
If email settings are wrong you should see an error in the UI and never get any email generated.

If you need also test ticket creation by email you need also test this if works or not
There is no test button, there is no check on email data you are inserting in email settings at the moment so you get a green saved message even if you inserted wrong email credentials / data. Hope this will be changed in the future.

DomDis · 14 Feb 2022, 16:36

@peopleinside said in Once Installed how does one even begin to configure it.:

Something like this should be placed in the host field:
{imap.yourdomain.com:993/imap/ssl}INBOX

I don;t even know if my mailserver will recognize this {imap.yourdomain.com:993/imap/ssl}INBOX

When I enter the string do I enter it as you have shown, changing imap.yourdomain to the name of my server and do I keep the { }INBOX stuff

DomDis · 14 Feb 2022, 16:56

@peopleinside OK I think I go the SMTP server working

In the configuration there's a

Delivery Address: All email messages will be sent to this address instead of being sent to their actual recipients

If I populate that then all mail goes to that address period. That is if I add Agent1, Agent2, Agent3 ... when the Delivery Address is populated all mail goes to that address and that address only. Leaving it blank seems to use the address that is configured for the agent.

No to try to tackle IMAP I know my server supports it but I'm not sure what its looking for.

@peopleinside Thank for sticking with me

peopleinside · 14 Feb 2022, 17:12

@domdis

I don;t even know if my mailserver will recognize this {imap.yourdomain.com:993/imap/ssl}INBOX

This should work in all server that can support UVdesk.
You have to know how manage your server, mail and DNS because this strings works only if you customize it correctly. You should know what your mail server is like imap.domain.ext or just domain.ext

When I enter the string do I enter it as you have shown, changing imap.yourdomain to the name of my server and do I keep the { }INBOX stuff

Yes, you have to customize just the domain.
You shoud look at MX DNS record for know what domain use.

OK I think I go the SMTP server working

I'm glad to read SMTP is working.

Other text in your message, if is a request, was not understood by me so I'm not answering.

If you need ticket creation for different department and email address you need configure different email address and different workflow.

I have different department and different workflow that do a check: if email come to address 1 set department to be department 1

This is one rule

The other workflow rule will be:

if email come to the email dep2 than assign ticket to dep2, etc.

DomDis · 14 Feb 2022, 17:20

@peopleinside I was hoping to have 3 different agents all with the same email and I was hoping that the manager could assign the tickets as needed or the agent can take ownership of an the ticket (opened, assigned or otherwise).

Also is there a way where an agent can enter tickets on the customer's behalf that is if the agent gets a phone call for help from a customer and the agent is logged into uvdesk where does the agent go to enter the ticket for the customer?

peopleinside · 14 Feb 2022, 17:33

@domdis each operator should have a separate account with a different email address.
having operators with the same email address should be no allowed and can generate issues when resettings account password, for example.

You can create ticket for customer clicking on the operator profile on top right than create ticket.

The bad thing is you need copy and paste email as there is no auto fill of this field. Something UVdesk staff should add. i expect to start to type customer email and see suggestion to auto- compile from client list but currently this is not supported.

You can insert manually email, name and the ticket will be created for the customer, in the operator dashboard clicking on the operator profile at top right than create ticket.

DomDis · 14 Feb 2022, 17:46

@peopleinside said in Once Installed how does one even begin to configure it.:

each operator should have a separate account with a different email address.
having operators with the same email address should be no allowed and can generate issues when resettings account password, for example.

Yes the plan is to have 3 accounts for now

You can create ticket for customer clicking on the operator profile on top right than create ticket.

I would have never found that

The bad thing is you need copy and paste email as there is no auto fill of this field. Something UVdesk staff should add. i expect to start to type customer email and see suggestion to auto- compile from client list but currently this is not supported.

and you like UVDesk ??? Again all these things seem to be readily available in other software like osTicket

You can insert manually email, name and the ticket will be created for the customer, in the operator dashboard clicking on the operator profile at top right than create ticket.

again I would have never found that

peopleinside · 14 Feb 2022, 18:03

@domdis I was using OsTicket before UVdesk than I leaved because I start to having issue with tickets. I lost a lot of tickets due to this issue. This was just my experience. OsTicket is an amazing software but I start to search something "more modern".

Also the problem for me with OsTicket is that is not responsive on mobile. The interface looks old.

UVdesk maybe has some function less and is little bit hard to setup but is more modern, has a good community and team support and works well on mobile.

You are free to choose the best solution that is better for you.
UVdesk is work in progress, as you can see here: https://github.com/uvdesk there are many issues and things to improve.

There is no a perfect software, there is just the software you choose to use
I'm currently happy with UVdesk and once you setup all, simply works.

vipin · 16 Feb 2022, 07:34

@peopleinside Thank you for believing on us. we will definitely make uvdesk bug free & user friendly.

We are continuously working on giving our best to make uvdesk a better help desk.

@DomDis you can follow the uvdesk documentation from here. It will help you to understand the uvdesk functionality.

If you still facing any issue. Please let us know.

Solved Once Installed how does one even begin to configure it.