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What UVdesk is?

UVdesk is an open-source ticket system.
It's powerful because it's:

• modern
• responsive
• not hard to install
• working on a PHP server

UVdesk kept active means that receive updates and support for a great developers team that are always kind and professional. This is my experience as an external user that discovered UVdesk and has started to see a big potential.

Why is so special?

It's not easy to find a maintained, responsive, and with good functions open-source software.

Sometimes I was able to find great open source solutions but I was not able to install them because maybe SSH commands can break my VPS server that was managed by a control panel.

• Some software solution needs, sometimes, a dedicated server just for himself.
• Some other free software is simply abandoned and no more updated.

With UVdesk I found the ticket system solution that can be installed also in a server managed with a control panel without breaking what already exists on the server.
I love also that UVdesk is a PHP software because PHP is the language used on my personal server.

I was often able to find some software that never can be installed on a PHP server and so use a different web language. UVdesk works on a PHP server!

UVdesk open source can be self-hosted and support basic ticket functions.
There is a premium UVdesk version that is hosted by UVdesk and that has much more features. You can see more details here: https://www.uvdesk.com/en/pricing/ and you can also start a free trial.

After trying many different open source help desk solutions, I found UVdesk to be the best responsive, secure and easy solution to use for my needs.

It looks nice on desktop devices but also on mobile ones!

How about the code?

I worked with the team to improve the code, the security (that for me is very important), and also the community support forum.

Also if currently, I'm not having incoming money from a job, after a few months of use and after a few months of a kind and professional help from the UVdesk team, I made my second donation to the project. I know is small but it's a start for now.. hope will be followed by someone else, also.

UVdesk needs users that, as for me, will believe in it and support with small or biggest donations after maybe a short or long experience with the software provided for free.

How much cost?

UVdesk open source can be used for free and no one on the team will ask for money.

Will be nice if, with time, from those who are using it and having benefits, can be considered a donation for help to pay servers, team, all bureaucracy cost, time spent, code improvement, etc. You can do that from the open collective page: https://opencollective.com/uvdesk that is indicated also on the official GitHub UVdesk page https://github.com/uvdesk/community-skeleton

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UVdesk a modern, free, secure, and responsive ticket solution

With UVdesk you will get a modern, secure, responsive ticket system solution.
Currently supported by updates during the year and good team support on the community forums but also on GitHub.

If you find some issue that should be not shared publicly, the UVdesk team allow you to also open a private ticket to communicate with them: https://www.uvdesk.com/en/contact/

The UVdesk team was always very nice and professional with me.
Some fix may require some time so a little bit of patience can be needed but the support is present, active, and will always reply to you!

Finally, you will see fixes will arrive when possible.

Sometimes need time and comprehension

When you use the free open source version consider always that support and development are done for free, in the free time, after also hard work for paid products and paid customers support that help even this free project to exist and to stay alive.

My hope is UVdesk can be used by more users and business activity in the future because it's good software with a good team behind, a team that doesn't lose the humanity of being present and always professional and kind. This means a lot to me.

I know there are other open-source ticket system projects and maybe, the software you are thinking to try has been tried already by me but finally, I found to be happy with UVdesk.

Gratitude to the team

Thank you from me to all the team, developers that spent time every day checking the community for new support requests and for the time spent on resolving open source issues and development of the free software.

Add more features with paid plugins

You can even add some more features to the open source by installing some paid extensions.
More info can be found here: Additional apps that you can add to the open-source UVdesk helpdesk system

Find good support

You will find me in this community and on GitHub as a passionate user, my scope just helps you and the UVdesk team to made the UVdesk experience more amazingly possible!

I'm not part of the UVdesk team but, like them, I'm moved by the passion for the open-source software and UVdesk help desk ticket system.

Open-Source demo avaiable

You can try the demo of the open-source version here: https://demo.uvdesk.com/

The demo can be not yet updated to the latest version, we will try the best to keep it updated.

UVdesk open-source can support also additional functions like:

• Form Builder + Custom Fields
• Custom Fields
• Notes on Customer
• Customer Previous Ticket List
• Magento 2 Order Fetch
• Amazon Order Fetch
• WooCommerce Order Fetch
• PrestaShop Order Fetch
• Shopify Order Fetch

And more...

For additional app support please visit the following URL:
https://store.webkul.com/UVdesk/UVdesk-Open-Source.html

By adding additional functions you can help this Open Source project and the hard work that is done for free on the basic help desk.

Do you have any questions or do you need support?
You can ask on the forum or privately by opening a ticket to the support.

UVdesk open-source can support also additional functions like:

• Form Builder + Custom Fields
• Custom Fields
• Notes on Customer
• Customer Previous Ticket List
• Magento 2 Order Fetch
• Amazon Order Fetch
• WooCommerce Order Fetch
• PrestaShop Order Fetch
• Shopify Order Fetch

And more...

For additional app support please visit the following URL:
https://store.webkul.com/UVdesk/UVdesk-Open-Source.html

By adding additional functions you can help this Open Source project and the hard work that is done for free on the basic help desk.

Do you have any questions or do you need support?
You can ask on the forum or privately by opening a ticket to the support.

You can edit uvdesk/support-center-bundle/Resources/views/Themes/cookiePolicy.html.twig
I suggest to only change the link because if the text is edited also translation will need to be edited or will not work.

A new procedure is available since from version Stable Release v1.0.14

Instead of many different composer update command you can use:

composer update

in the main UVdesk folder but before do that maybe you need follow some steps if you get an error.
https://github.com/uvdesk/community-skeleton/issues/418#issuecomment-865887004

Make always a full folder and database beckup before try to update or to do any edit.

Hi @lukaszw, thank you for your posts in the UVdesk community!
I'm happy to read you have resolved.

I noticed in more than one post you included full email address and want just reminder this is a public community so that address can be used by bot to send spam. To protect you from spam or scam emails I suggest to not post full email address in public community or web pages.

Have a wonderful day!

How to upgrade?

This guide is a generic guide written by an passionate UVdesk user so the procedure is at your own risk however if you take a full backup of your installation, as suggested in below steps, you should be safe and always free to resume your old installation.

Rare exception: Some UVdesk version may need special procedure for the upgrade, you usually can find what additional or different steps are needed by checking on the GitHub release page or in the Announcement section of the forum. This should be a rare case, usually general procedure is fine.

If you need some help you can always find support at https://forums.uvdesk.com/ or https://www.uvdesk.com

Method 1 using SSH

First of all be sure to have a full UVdesk root folder and database backup, without this you may loose your configuration or be unable to resume your install if something went wrong.

After you have a full backup you can run, in UVdesk root folder, the SSH command:

composer update

At the end of the update you should need to run php bin/console c:c inside the root UVdesk directory

Than you will also need run on SSH the following two commands:

php bin/console d:s:u --force
php bin/console assets:install

Now you need replace some files from your backup:
important configuration files that you will need to replace after the upgrade to not loose your configuration are:

• swiftmailer.yaml
• uvdesk_mailbox.yaml
• uvdesk.yaml
• translation.yaml (You will find these files under config->packages of your project).
• services.yaml under config folder of your project should be backup too for have the default native language links in sent emails.

After you upgraded you will need to replace your new project public folder by old project public folder.

In the public folder there are some folders/files that maybe is better not replace so I suggest to
avoid to replace the following folders: css, scripts, boundles folders and the index.php file If you done some edits here I suggest to resume the edits manually.

In any case when you run php bin/console assets:install suggested below you will get all latest CSS and Js automatically updated in public folder.

At the moment you may need update also the translations folder manually, the folder is in the root of the UVdesk installation.

---

OR

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Method 2 using SSH

First of all be sure to have a full UVdesk root folder and database backup, without this you may loose your configuration or be unable to resume your install if something went wrong.

Now with a full backup done, you need to update all dependent bundles of this project by running below SSH commands.

composer update uvdesk/core-framework
composer update uvdesk/support-center-bundle
composer update uvdesk/mailbox-component
composer update uvdesk/automation-bundle
composer update uvdesk/extension-framework

At the end of the update you should need to run php bin/console c:c inside the root UVdesk directory

Than you will also need run on SSH the following two commands:

php bin/console d:s:u --force
php bin/console assets:install

Now you need replace some files from your backup:
important configuration files that you will need to replace after the upgrade to not loose your configuration are:

• swiftmailer.yaml
• uvdesk_mailbox.yaml
• uvdesk.yaml
• translation.yaml (You will find these files under config->packages of your project).
• services.yaml under config folder of your project should be backup too for have the default native language links in sent emails.

After you upgraded you will need to replace your new project public folder by old project public folder.

In the public folder there are some folders/files that maybe is better not replace so I suggest to
avoid to replace the following folders: css, scripts, boundles folders and the index.php file If you done some edits here I suggest to resume the edits manually.

In any case when you run php bin/console assets:install suggested below you will get all latest CSS and Js automatically updated in public folder.

At the moment you may need update also the translations folder manually, the folder is in the root of the UVdesk installation.

---

OR

---

Method 3 using SSH

First of all be sure to have a full UVdesk root folder and database backup, without this you may loose your configuration or be unable to resume your install if something went wrong.

When you have done the full backup you can simply create a new project by this command it will always install the latest version of the project:

composer create-project uvdesk/community-skeleton helpdesk-project

Now you need replace some files from your backup:
important configuration files that you will need to replace after the upgrade to not loose your configuration are:

• swiftmailer.yaml
• uvdesk_mailbox.yaml
• uvdesk.yaml
• translation.yaml (You will find these files under config->packages of your project).
• services.yaml under config folder of your project should be backup too for have the default native language links in sent emails.

After you upgraded you will need to replace your new project public folder by old project public folder.

In the public folder there are some folders/files that maybe is better not replace so I suggest to
avoid to replace the following folders: css, scripts, boundles folders and the index.php file If you done some edits here I suggest to resume the edits manually.

In any case when you run php bin/console assets:install suggested below you will get all latest CSS and Js automatically updated in public folder.

At the moment you may need update also the translations folder manually, the folder is in the root of the UVdesk installation.

In the public folder there are some folders/files that maybe is better not replace so I suggest to
avoid to replace the following folders: css, scripts, boundles folders and the index.php file If you done some edits here I suggest to resume the edits manually.

In any case when you run php bin/console assets:install suggested below you will get all latest CSS and Js automatically updated in public folder.

At the moment you may need update also the translations folder manually, the folder is in the root of the UVdesk installation.

---

OR

---

Method 4 using FTP

For a better security be sure to use FTP over TLS explicit encryption mode as use FTP without TLS is a potential security risk.

First of all be sure to have a full UVdesk root folder and database backup, without this you may loose your configuration or be unable to resume your install if something went wrong.

When you have done the full backup you can download the ZIP file project from the following URL: https://cdn.uvdesk.com/uvdesk/downloads/opensource/uvdesk-community-current-stable.zip

Than simply replace files on your server.

Now you need replace some files from your backup:
important configuration files that you will need to replace after the upgrade to not loose your configuration are:

• swiftmailer.yaml
• uvdesk_mailbox.yaml
• uvdesk.yaml
• translation.yaml (You will find these files under config->packages of your project).
• services.yaml under config folder of your project should be backup too for have the default native language links in sent emails.

After you upgraded you will need to replace your new project public folder by old project public folder.

In the public folder there are some folders/files that maybe is better not replace so I suggest to
avoid to replace the following folders: css, scripts, boundles folders and the index.php file If you done some edits here I suggest to resume the edits manually.

Thank You!!

@bansalvaish thank you for your post!
I think instructions on how install UVdesk is not hard to find, below some useful links:

• https://www.uvdesk.com/en/blog/open-source-helpdesk-installation-guide-uvdesk/
• https://github.com/uvdesk/community-skeleton/blob/master/README.md

@Brandon-2021 congratulations! Let wait developers check this and add as official fix. Waiting a feedback from @Sanjeev than I will patch also my install. Thank you very much for this report and for sharing also a solution!

Are you a programmer?
I want be also good as you to fix code but I'm not ^_^

Stay safe, take care and have a wonderful time!

Hi to all,
today I will try to write here the right step to install and setup UVdesk.

1. You can download the package here:
   https://www.uvdesk.com/en/opensource/ or
   https://cdn.uvdesk.com/uvdesk/downloads/opensource/uvdesk-community-current-stable.zip

2. Than you will need extract on your server and check support requirement.

If you wanna install by SSH
UVdesk can be also be installed using composer with the following command in the folder where you want install UVdesk.
Don't run composer as root.

composer create-project uvdesk/community-skeleton helpdesk-project

At the end of the update you should need to run php bin/console c:c inside the root UVdesk directory

Than you will also need run on SSH the following two commands:

php bin/console d:s:u --force
php bin/console assets:install

Hardware Requirement

Processor: 1.60GHz or higher
RAM: 3GB or higher

Software Requirement

PHP 7.4 or superior ( Working for support PHP 8 now supported)
Composer: 1.6.5 or higher
IMAP (PHP extension)
MailParse (PHP extension)
Server: Apache
Database: MySQL

3. Once done you can point your browser to https://domain.ext/uvdeskfolder/public/ and follow the wizard

Once installed If you did not customize customer and member path you should be able to reach admin adding the following at your domain URL public/en/member/login so https://domain.ext/uvdeskfolder/public/en/member/login

Now that are logged as operator let's configure email:

Let's login and configure email:

You can follow the Uvdesk guide here: How to Setup Mailbox : UVdesk Open Source Helpdesk

Incoming Mail (IMAP) Server

{mail.domain.ext:993/imap/ssl}INBOX

• Swift Mailer
• MailBoxes

In email settings you can try to change the support@localhost address but also if the page was saved at the refresh the settings is not saved. For resolve this issue you have to go on the uvdesk root and do the following SSH command:

php bin/console c:c

After this you can come back on your ticket system operator email settings and than refresh the page with email settings ad you will see now your correct email address.

Now need fix some other things:

You will need set the correct domain in /uvdesk/config/packages/uvdesk.yaml

site_url: hepdesk.website.ext/uvdesk/public

Once edited you need save the file than run in UVdesk root the following SSH command to clear cache:

php bin/console c:c

For test ticket opening send an email to the support email than run the following SSH command n the uvdesk root:

php bin/console uvdesk:refresh-mailbox emailaddress@domain.ext

If the ticket is not created and you get

1. Processing uvdesk mailbox configuration.

2. Opening imap stream...

3. IMAP stream opened.

4. Fetching Email collection since 22 March 2021.

5. Total fetched email -> 1

6. Starting to convert Emails into Tickets ->
=============================================
=============================================

Converting email 1 out of 1.

Mailbox refreshed successfully !!!

Check site_url in /uvdesk/config/packages/uvdesk.yaml file.
You site url should be path up-to public folder: helpdesk.domain.ext/uvdesk/public

You will find uvdesk.yaml under config->packages directory in your project.

Then try to run refresh command.

@bansalvaish I'm happy to read the issue was resolved.
Thanks for reporting it!

@Brandon-2021 I'm so happy you joined and fixed one issue no one was aware of.
Many thanks.

@bansalvaish thanks for the reply.

I have tested the by adding CC user in ticket and email is successfully sent, so kindly check again with updated bundles of uvdesk.

Correct this part work. Maybe was a temporary issue.
Thanks for checking and opening other issues.

If you are facing issues on UVdesk you can:

1. check server error log
2. be sure to use an updated and a supported version of PHP. You can see PHP version that are ended his life here.
3. be sure to run latest version of UVdesk, you can check the version on the UVdesk GitHub release page
4. you can convert UVdesk from prod to dev and see if reload the page print some errors

How to set UVdesk in dev mode (point 4 above)?

Go to your UVdesk root folder, be sure hidden files are visible and search for .env file, open the file with editor.
Search for "APP_ENV=prod" and change prod to dev so you will have "APP_ENV=dev".
Now save the file than go on SSH, open UVdesk folder root, be sure to be not logged as root user, and lunch the command to clean cache: php bin/console c:c

Now try to reload the page that is giving issue.

You can also check log file located in UVdesk root folder, var/log

After the diagnosis don't forget to resume the prod mode.
If you are facing any issues please ask on the forum

Hi @leandrorocha UVdesk can support different languages but seems actually in the open source self hosted version there is no an option to change or select the language by using a dropdown menù.

In my installation I generate an external service translation embed code than I implemented the desired language.
You can see here. where you can find two flags: Italian and English.

Just generate embed code with only flags and not the drop down in my case than I added the code in the footer and header as <li><li/> before the Home button in main-uvdesk/vendor/uvdesk/support-center-bundle/Resources/views/Templates/footer.html.twig (or header.html.twig)

Folder permission suggested on and after the setup if you are facing issues installing UVdesk.

.env file in the main root UVdesk folder need to be changed from 664 to 755 (777 only if you still get errors) and set again, after the setup, to 644

var and config folders 755 too (777 only if you still get issues) than permission should be changed or kept to 755 after the setup

If you forget to change the permission from 777 you will have a potential security issue on your server.

@mxdevito thank you for your message!
Please wait a reply from @Sanjeev , they will reply asap.
https://forums.uvdesk.com/topic/2000/disable-knowledge-base-permanently-and-redirect-to-customer-login

For customize language in UVdesk you can check the following guide:
https://www.uvdesk.com/en/blog/language-translation-in-uvdesk-open-source-helpdesk/

The translation files are located here:
https://github.com/uvdesk/community-skeleton/tree/master/translations

To set a default language:

Go to config ==> packages ==>uvdesk.yaml,
Now make an entry for your locale in uvdesk.yaml file.

Language Translation on Front End

To translate the front end panel into the desired language you have to pass the locale into the URL.

Example:

Let’s assume this is my customer panel helpdesk URL – https://example.com/public/en/ and I want to change this in Arabic.

To do so you have to make this https://example.com/public/ar/ as similar as you can perform this in French with https://example.com/public/fr/ and other languages as well.

This will convert all static words into Arabic.

For member/support agent in Arabic- https://example.com/public/ar/member/login
How to make it default?

If you want to make this translation page as default, you can do the same in UVdesk Open Source Helpdesk.

Step 1:

First, go to config->packages->translation.yaml and open translation.yaml. After that make changes as given below.

framework:
    default_locale: your_locale(en, ar etc).
    translator:
        default_path: '%kernel.project_dir%/translations'
        fallbacks:
             -  your_locale(en, ar etc)

Step 2:

Now locate your file services.yaml under config folder of your project and make changes as shown in the below screenshot:

Clear Cache

After that, Clear your project cache by:

php bin/console c:c

If your email cert is not valid you can try to add SSL exception: novalidate-cert (this is less good for security)

{imap.mail.yahoo.com:993/imap/ssl/novalidate-cert}INBOX

If this never solve please remove novalidate-cert as this made security lower.