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<h3>Interactive help for Hesk settings</h3>
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<a name="1"></a><p class="title">Email followers</p>
<p>When enabled, Hesk will include people copied on the email (in either "To" or "Cc" email header) as ticket followers.</p>
<p style="color:red">For this function to work, you must also enable the "Ticket followers" option in Hesk Settings > Help desk > Features.</p>
<p style="color:red">If you are using Email piping, make sure you ban your incoming email address (email used to convert emails into tickets) in Hesk Tools > Ban email to avoid creating email loops.</p>
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<a name="2"></a><p class="title">Extend sessions</p>
<p>Sometimes your support staff takes a long time to resolve a support ticket, and when they submit their response, they find they are logged out of the help desk and must write it again.</p>
<p>This is usually prevented by extending session timeout in your server settings and/or allowing your staff to log in to Hesk automatically.</p>
<p>If you continue to have problems with users being logged out of the help desk, you may enable this feature. What it will do is include a hidden iframe at the bottom of the help desk that automatically reloads every 5 minutes and attempts to keep the user session active until they log out or close the browser window.</p>
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<a name="3"></a><p class="title">Nicknames</p>
<p>Allow staff to set a nickname. If set, the nickname will be shown to customers instead of the staff's real name.</p>
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<a name="4"></a><p class="title">Purge the cache</p>
<p>Purge all cache related items, this includes any cached template files or queries.</p>
<p>This function does NOT delete temporary uploads (for example, uploaded attachments waiting for a ticket or reply to be submitted).</p>
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<a name="5"></a><p class="title">Rebuild Production Assets</p>
<p><strong>Advanced users only.</strong> This tool rebuilds Hesk's core production assets.</p>
<p>You usually only need to run this after making changes to core CSS files.</p>
<p>When used, the tool combines and minifies all files from the <strong>/css/core</strong> directory into a single file: <strong>/dist/app.min.css</strong></p>
<p><strong>Note:</strong> This tool is visible in the admin panel only when <strong>Debug mode</strong> is enabled.</p>
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<a name="6"></a><p class="title">Remember custom field values</p>
<p>If enabled, Hesk will remember values entered in the customer-side "Submit a ticket" form for the duration of the browser session.</p>
<p>This allows customers to submit several support tickets in the same browser session, without having to fill in custom fields again.</p>
<p>When all browser windows are closed, the saved values are cleared.</p>
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<a name="7"></a><p class="title">Disable autocomplete</p>
<p>When enabled, Hesk will add <i>autocomplete="off" aria-autocomplete="none"</i> attributes to "Submit a ticket" forms.</p>
<p>This should turn off the browser's built-in autocomplete (form fill) function when submitting a ticket.</p>
<p>Note that some browsers do not obey the autocomplete="off" attribute.</p>
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<h3>Interactive help for Hesk settings</h3>
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<a name="41"></a><span class="section">» Custom fields</span>
<p>Custom fields can be used to collect additional information from your customers. You can enable up to 20 custom fields by selecting YES in the Enable column. Once a field is enabled you have several options to set.</p>
<p><b>» Type</b><br />
Choose field type. It can be one of the following options:</p>
<ul>
<li><b>Text field</b> - a normal one-line text field (<input type="text">)</li>
<li><b>Large text box</b> - text area, a larger text field with multiple lines (<textarea></textarea>)</li>
<li><b>Radio button</b> - a radio button with at least two options (<input type="radio">)</li>
<li><b>Select box</b> - a drop-down select box with at least two options (<select></select>)</li>
<li><b>Checkbox</b> - checkbox with at least two options (<input type="checkbox">). Multiple options can be chosen (ticked).</li>
</ul>
<p><b>» Required</b><br />
Check to make the custom field a required, otherwise it is an optional one.</p>
<p><b>» Field name</b><br />
Give the custom field a unique name that what will be displayed next to the field, for example "Postal address".</p>
<p><b>» Location</b><br />
Choose whether the custom field should be displayed before or after the "Message" field when submitting a new support ticket.</p>
<p><b>» Options</b><br />
Options you can set for each field depending on the selected Type:</p>
<ul>
<li><b>Text field</b> - you can set maximum input length (in chars) and default value</li>
<li><b>Large text box</b> - you can set number of rows and columns (<textarea rows="<b>Y</b>" cols="<b>X</b>">)</li>
<li><b>Radio button</b> - list radio button options, one per line</li>
<li><b>Select box</b> - list select box options, one per line</li>
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<h3>Interactive help for Hesk settings</h3>
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<a name="55"></a><p class="title">Email sender</p>
<p>Select wether HESK should send emails usign PHP mail() function or using a manually setup SMTP server.</p>
<p>PHP mail() should work on most setups, if it doesn't you may try setting up a SMTP server instead.</p>
<p>Available SMTP variables:</p>
<p>
<b>SMTP Host</b> - hostname of your SMTP server, usually <i>localhost</i> or <i>mail.example.com</i><br />
<b>SMTP Port</b> - your SMTP port, usually 25<br />
<b>SMTP Timeout</b> - SMTP timeout in seconds<br />
<b>Encryption</b> - enable if your SMTP server requires encrypted connections<br />
<b>SMTP Username</b> - your SMTP username (if used)<br />
<b>SMTP Password</b> - your SMTP password (if used)<br />
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<a name="54"></a><p class="title">Email Piping</p>
<p>Enables email piping (creating tickets from emails).</p>
<p>This option just enables piping functionality in HESK, for complete email piping setup please refer to the readme.html file.</p>
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<a name="59"></a><p class="title">POP3 Fetching</p>
<p>This setting enables or disables POP3 Fetching - creating tickets from emails by connecting to an email account using POP3 connection.
<p>For instructions on how to setup POP3 Fetching please see the readme.html file.</p>
<p>Available variables are:</p>
<p><b>Task Timeout</b> - number of minutes to wait for an existing POP3 fetching job to
complete. No new fetching jobs will start until the timeout is reached.
Set to <b>0</b> to disable timeouts and always start a new fetching job.</p>
<p>
<b>POP3 Host</b> - hostname of your POP3 server, usually <i>mail.example.com</i><br />
<b>POP3 Port</b> - your POP3 port, usually 110. Gmail for example uses 995<br />
<b>TLS Protocol</b> - enable if your POP3 server requires TLS protocol<br />
<b>Keep a copy</b> - if enabled HESK will <b>not</b> delete mail from POP3 server<br />
<b>POP3 Username</b> - your POP3 username<br />
<b>POP3 Password</b> - your POP3 password<br />
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<a name="67"></a><p class="title">IMAP Fetching</p>
<p>This setting enables or disables IMAP Fetching - creating tickets from emails by connecting to an email account using IMAP connection.</p>
<p>For instructions on how to setup IMAP Fetching please see the readme.html file.</p>
<p>Available variables are:</p>
<p><b>Task Timeout</b> - number of minutes to wait for an existing IMAP fetching job to
complete. No new fetching jobs will start until the timeout is reached.
Set to <b>0</b> to disable timeouts and always start a new fetching job.</p>
<p>
<b>IMAP Host</b> - hostname of your IMAP server, usually <i>mail.example.com</i><br />
<b>IMAP Port</b> - your IMAP port, usually 143 for non-encrypted and 993 for SSL/TLS<br />
<b>Encryption</b> - set required IMAP encryption<br />
<b>Keep a copy</b> - if enabled HESK will <b>not</b> delete mail from IMAP server<br />
<b>IMAP Username</b> - your IMAP username<br />
<b>IMAP Password</b> - your IMAP password<br />
<b>IMAP Mailbox</b> - choose the IMAP mailbox to fetch emails from. Defaults to INBOX. Some valid examples: <br />
INBOX<br />
[Gmail]/All Mail<br />
[Gmail]/Important<br />
[Gmail]/Starred<br />
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<a name="68"></a><p class="title">Do not validate server certificates</p>
<p>If checked, Hesk will not validate certificates from the TLS/SSL server.</p>
<p>Certificate validation usually needs to be skipped if the server uses self-signed certificates.</p>
<p>We strongly recommend that you do <b>not</b> disable certificate validation on production servers and when connecting to third-party servers as it makes you vulnerable to man-in-the-middle attacks.</p>
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<a name="70"></a><p class="title">Do not reply</p>
<p>If checked, Hesk will try to detect emails sent from "Do not reply" email addresses and ignore them.</p>
<p>Examples:<br>
do-not-reply@example.com<br>
do_not_reply@example.com<br>
no_reply@example.com
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<a name="71"></a><p class="title">Returned</p>
<p>If checked, Hesk will try to detect and ignore returned emails.</p>
<p>For example, it will ignore emails sent from mail-deamon@example.com and emails with a subject such as "Returned mail", "Undeliverable", "Out of Office" or similar.</p>
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<a name="72"></a><p class="title">Duplicates</p>
<p>If checked, Hesk will detect and ignore an email if Hesk has already processed an email with the same message within "Timeframe" seconds.</p>
<p>When testing email to ticket functionality, either disable this setting or send test emails with unique messages.</p>
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<a name="60"></a><p class="title">Email Loops</p>
<p>Settings to help detect email loops created from autoresponders or undeliverable email.</p>
<p>Any number of emails higher than <b>Max Hits</b> from an email address within <b>Timeframe</b> seconds
will be ignored by email piping.</p>
<p>Set <b>Max Hits</b> to <b>0</b> to disable loop detection.</p>
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<a name="62"></a><p class="title">Detect email typos</p>
<p>This function will try to detect common email domain name misspelling and suggest a corrected version.</p>
<p>For example if customer enters user@<span style="color:red"><b>gmial.com</b></span> HESK will detect it and suggest
user@<span style="color:green"><b>gmail.com</b></span> instead.</p>
<p>HESK will compare email domains to the domains listed in <i>Email providers</i> list.</p>
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<a name="63"></a><p class="title">Email providers</p>
<p>A list of common email providers your customers use. HESK will use this list to try to detect mistyped email addresses.</p>
<p>Enter one domain per line, <u>without</u> the @ sign.</p>
<p>You can enter any number of common domain names, but try not to overdo it - enter just the most common ones.</p>
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<a name="65"></a><p class="title">Notify customer when</p>
<p>Select when HESK should send an email notification to customers:</p>
<ul>
<li><b>when customer submits a new support ticket</b><br /><br />
Note: if ticket is submitted over email (email piping or POP3 fetching), HESK can
skip sending new ticket notification to the customer if the email subject contains
one of the tags listed in the text box (one tag per line).<br /><br />You can use this to prevent
automatic replies to emails detected as possible SPAM by your server SPAM filter.<br />
</li>
<li><b>when a support ticket is marked as Resolved</b> (without replying)</li>
</ul>
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<p>Note that notification preferences are set individually per ticket when staff replies to a ticket or when staff submits a ticket from the admin interface.</p>
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<a name="61"></a><p class="title">Strip quoted reply</p>
<p>This function deletes quoted replies from all customer emails before they are converted into a ticket.</p>
<p>All emails sent to customers will start with this line:</p>
<p>------ Reply above this line ------</p>
<p>Any text below this line will be removed when and email is imported into ticket reply.</p>
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<a name="66"></a><p class="title">Require message</p>
<p>If enabled, emails from email piping or POP3 fetching will be ignored if they contain no message.</p>
<p>If disabled, even emails with no message will be turned into tickets.</p>
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<a name="64"></a><p class="title">Embedded files</p>
<p>Enable if you wish HESK to save embedded email files (for example embedded images) as attachments when importing tickets over Email piping or POP3 Fetching.</p>
<p>Files over maximum allowed attachments limit will be ignored.</p>
<p>Note that with HESK file attachments have priority over embedded files. For example if you allow 2 file attachments and receive an email with 1 file attachment
and 3 embedded images, HESK will save the file attachment and first embedded image, the rest will be ignored.</p>
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<a name="57"></a><p class="title">Ticket followers</p>
<p>When enabled, helpdesk staff can assign multiple customers (besides the main customer) as "followers". All followers
will receive the same email notifications as the primary customer.</p>
<p>Checking the box enables this feature.</p>
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<a name="50"></a><p class="title">Confirm email</p>
<p>If selected, the "Submit a ticket" form will show a "Confirm email"
field forcing the customer to type the email address twice. This helps avoid typos
in email addresses.</p>
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<a name="58"></a><p class="title">Open only</p>
<p>If checked then the "Forgot ticket ID" email (email sent to remind customers of their ticket tracking ID number)
will only list open tickets and ignore resolved ones.</p>
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<a name="69"></a><p class="title">Email formatting</p>
<p>Determines which email formats are included when sending out emails. Options include:</p>
<p>
<b>HTML with plain text alternative from plain text template (default)</b> - emails will be sent as HTML. Hesk plain text email template content will be used for the alternative text in the email (multipart/alternative).<br />
<b>HTML with plain text alternative generated from HTML template</b> - emails will be sent as HTML. The alternative text in the email (multipart/alternative) will be generated by converting the HTML template to plain text. Hesk plain text email templates will be ignored.<br />
<b>HTML only</b> - emails will be sent as HTML only without multipart/alternative.<br />
<b>Plain text only</b> - emails will be sent as plain text.<br />
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<a name="73"></a><p class="title">Disable GSSAPI</p>
<p>Sometimes, a Windows-based IMAP server will return an error message like this:</p>
<p style="color:red">Notice: Unknown: Kerberos error: Credentials cache file '/tmp/krb123_0123' not found (try running kinit).</p>
<p>If this happens, try enabling the "Disable GSSAPI" option, then test the IMAP connection again.</p>
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<a name="74"></a><p class="title">Max recipients</p>
<p>The maximum number of email recipients in a single email sent by Hesk.</p>
<p>The "Max recipients" count is a cumulative total of all the email addresses in the To, Cc, and BCc fields of an email.</p>
<p>Set to <b>0</b> to turn off the limit. However, setting a reasonable limit is highly recommended. Many email providers will block emails sent to too many recipients.</p>
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<a name="75"></a><p class="title">Customer rejection emails</p>
<p>Customer emails can be rejected by HESK when customer accounts are required, but the email address of the sender is not registered on the help desk.</p>
<p>Selecting this option will notify the customer that their email was rejected. To reduce spam, only one rejection email is sent every "Time between rejection emails" hours.</p>
<p><b>Note:</b> If an email is rejected due to spam or is considered a duplicate, no email will be sent to the customer regardless of this setting.</p>
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<a name="76"></a><p class="title">Time between rejection emails</p>
<p>The amount of time to wait before sending a second rejection email to a customer, regardless of the number of emails sent.</p>
<p>Set to <b>0</b> to turn off the limit. However, setting a reasonable limit is highly recommended to avoid excessive emails from being sent by your mail server.</p>
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<title>Interactive help for Hesk settings</title>
<meta http-equiv="Content-Type" content="text/html; charset=utf-8" />
<link href="help_style.css" type="text/css" rel="stylesheet" />
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<h3>Interactive help for Hesk settings</h3>
<p> </p>
<span class="section">» General settings</span>
<a name="1"></a><p class="title">Website title</p>
<p>A short title of your website, for example "My lovely website". This will be used as the title of the link that is displayed in the top left corner of the customer interface to enable them to return to your website.</p>
<a name="2"></a><p class="title">Website URL</p>
<p>URL of your website, for example "http://www.example.com". Make sure this is a valid URL and you start it with either http:// or https:// . This will be used as the URL of the link that is be displayed in top left corner of customer interface and enable them to return to your website.</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<a name="4"></a><p class="title">Webmaster email</p>
<p>Default webmaster email address. Make sure you enter a valid email address, it can be the same as Support email.</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<a name="5"></a><p class="title">"From:" email</p>
<p>Your "From:" email address. This is the email address that will be shown as email sender (From: header) in all emails sent by HESK. Usually it is an email you don't read and don't reply to. Make sure you enter a valid email address, it can be the same as Support email but it is recommended to use a different one.</p>
<a name="6"></a><p class="title">"From:" name</p>
<p>This is the name that will be shown as email sender (From:) in all emails sent by HESK. If no name is set the email From: header will only show your From: email address.</p>
<a name="58"></a><p class="title">Site theme</p>
<p>This is the theme that will be used across all customer-facing HESK pages. All properly installed themes will be displayed in the drop-down box. The "Test theme folder" button will help you troubleshoot non-working themes.</p>
<a name="59"></a><p class="title">Admin CSS</p>
<p>Here you can specify the URL of a custom CSS file that will be included in the admin panel.</p>
<p>Use your custom CSS file to overwrite the HESK default admin panel style or add additional CSS rules without modifying the source files.</p>
<a name="60"></a><p class="title">Admin JS</p>
<p>Here you can specify the URL of a custom Javascript file that will be included in the admin panel.</p>
<p>Use your custom Javascript file to overwrite the HESK default admin panel Javascript or add additional Javascript without modifying the source files.</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<span class="section">» Language settings</span>
<a name="9"></a><p class="title">Default Language</p>
<p>If you have several languages installed for Hesk this will be the default language. All properly installed languages are displayed in the drop-down box. Please refer to the readme.html file for instructions on how to install more languages. The "Test language folder" link will help you troubleshoot non-working language installations.</p>
<!--
<p>By checking the "Make this my preferred Language" box the selected language will be set as your preferred personal language (this is only in effect if multiple languages are enabled).
-->
<p>If multiple languages are enabled you can set your preferred language on the "Profile" page.</p>
<a name="44"></a><p class="title">Available Languages</p>
<p>Here you can manage available language packs for Hesk (list, install, update, remove language packs).</p>
<a name="43"></a><p class="title">Multiple languages</p>
<p>Enabling this setting will allow your users and staff to choose their preferred language from the list of installed languages. Do not enable this feature unless you provide support in all of the installed languages!</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<span class="section">» Database settings</span>
<a name="32"></a><p class="title">Database host</p>
<p>Database host server, "localhost" works for most users. Do NOT change this unless you know what your MySQL host is. Ask your hosting company if not sure or if you are having problems connecting to the MySQL database.</p>
<a name="33"></a><p class="title">Database name</p>
<p>The name of your MySQL database. You should create one in your web hosting control panel or ask your hosting company for this info.</p>
<a name="34"></a><p class="title">Database username</p>
<p>The username you use to connect to your MySQL database. You should create a MySQL user in your web hosting control panel or ask your hosting company for this info</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<a name="35"></a><p class="title">Database password</p>
<p>The password you use to connect to MySQL database. You should create a MySQL user in your web hosting control panel or ask your hosting company for this info</p>
<a name="36"></a><p class="title">Table prefix</p>
<p>The prefix that will be added to all table names. If set to <b>hesk_</b> table "users" will actually be named "hesk_users" in your database.
This is useful if you want to run multiple installs of Hesk using one MySQL database, just give each install a unique table prefix name (hesk1_, hesk2_, hesk3_, ...)</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
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font-family : Verdana, Geneva, Arial, Helvetica, sans-serif;
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.wrong {color : red;}
.correct {color : green;}wget 'https://lists2.roe3.org/hesk/language/en/help_files/helpdesk.html'<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd">
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<title>Interactive help for Hesk settings</title>
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<h3>Interactive help for Hesk settings</h3>
<p> </p>
<span class="section">» Help desk settings</span>
<a name="6"></a><p class="title">Help desk title</p>
<p>Title of your support desk, for example "My company Help Desk"</p>
<a name="7"></a><p class="title">Hesk URL</p>
<p>URL of the folder where your Hesk will be installed. Do NOT add a trailing / to the URL!<br />
<span class="correct">CORRECT:</span> http://www.example.com/helpdesk<br />
<span class="wrong">WRONG:</span> http://www.example.com/helpdesk/ (don't end the URL with a / )</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<a name="61"></a><p class="title">Admin folder</p>
<p>Name of the folder, where admin files are located.</p>
<p>The folder needs to exist within the main HESK folder. On most systems names are CaSe SeNSiTiVe.</p>
<p>Allowed chars (other will be removed): a-z A-Z 0-9 _ -</p>
<p>Default: <i>admin</i></p>
<a name="62"></a><p class="title">Attachments folder</p>
<p>Name of the folder, where attachments will be stored.</p>
<p>The folder needs to exist within the main HESK folder and be writable by PHP. On most systems names are CaSe SeNSiTiVe.</p>
<p>Allowed chars (other will be removed): a-z A-Z 0-9 _ -</p>
<p>Default: <i>attachments</i></p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<a name="77"></a><p class="title">Cache folder</p>
<p>Name of the folder where cache and temporary files will be stored.</p>
<p>The folder needs to exist within the main HESK folder and be writable by PHP. On most systems names are CaSe SeNSiTiVe.</p>
<p>Allowed chars (other will be removed): a-z A-Z 0-9 _ -</p>
<p>Default: <i>cache</i></p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<a name="10"></a><p class="title">Listings per page</p>
<p>The default number of tickets listed per page in admin panel. Use digits only.</p>
<a name="11"></a><p class="title">Print font size</p>
<p>Font size on the "Printer friendly version" pages of support tickets</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<a name="15"></a><p class="title">Autoclose tickets</p>
<p>If a ticket has no activity <i>from the customer</i> for X days it automatically closes. Set to 0 to disable autoclose.</p>
<a name="58"></a><p class="title">Max open</p>
<p>A maximum number of open tickets a customer may have. When this limit is reached the customer will not be able to submit new tickets
until existing ones are resolved. Affects only tickets submitted via online form.</p>
<p>Set to <b>0</b> to disable limiting maximum open tickets.</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<a name="84"></a><p class="title">Show as "due soon"</p>
<p>Set the number of days before the due date when a ticket will show as "Due soon" in the list of tickets.</p>
<p>Can be set to a value between 1 and 999 days. Default setting: 7 days.</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<a name="59"></a><p class="title">Reply order</p>
<p>Choose whether you want most recent replies to appear at top or at bottom of the ticket page.</p>
<a name="60"></a><p class="title">Reply form</p>
<p>Choose whether you want the Add a reply form to appear at top or at bottom of the ticket page.</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<a name="78"></a><p class="title">Hide ticket replies</p>
<p>When viewing a ticket with many replies, Hesk can hide old replies and only show the newest ones.</p>
<p>This allows staff members to view the latest replies to a ticket without having to scroll past numerous old ones.</p>
<p>Staff can view the hidden replies at any time by clicking the "Show previous replies" link.</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<a name="79"></a><p class="title">Limit ticket width</p>
<p>The desired maximum width of the text portion of a ticket (message and replies).</p>
<p>Select either full width (text will stretch to the entire available screen width) or maximum content width in pixels.</p>
<p>Line length is an important factor for comfortable readability, especially if you expect prolonged reading.</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<a name="44"></a><p class="title">Allow automatic login</p>
<p>If set to YES staff will have an option to automatically login to their account every time they open HESK administration panel from their computer.
If disabled HESK will only be able to remember usernames, not passwords.</p>
<a name="51"></a><p class="title">Auto-assign tickets</p>
<p>Tickets will automatically be assigned to a staff member when submitted.</p>
<p>Several factors are taken into account when assigning tickets automatically, such as ticket category
and number of currently open assigned tickets.</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<a name="73"></a><p class="title">Require email</p>
<p>Do you require customers to enter their email address when submitting a ticket?</p>
<p>
OFF = do not require an email address<br />
ON = require an email address<br />
</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<a name="70"></a><p class="title">Require owner</p>
<p>If set to ON tickets will need to be assigned before staff can reply to them.</p>
<p>This helps prevent multiple staff working on the same ticket by mistake as it forces them
to assign the ticket to themselves before starting to work on it.</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<a name="72"></a><p class="title">Require subject</p>
<p>Customers can enter a ticket subject or it can be generated automatically.</p>
<p>
OFF = do not require a ticket subject<br />
ON = require a ticket subject<br />
Hide in customer form = hide "Subject" form field from customer side*
</p>
<p>* customers will still be able to see the automatically generated subject</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<a name="74"></a><p class="title">Require message</p>
<p>Do you require customers to write a message when submitting a new support ticket?</p>
<p>
OFF = do not require a message<br />
ON = message is required<br />
Hide in customer form = hide "Message" form field from customer side
</p>
<p>* if a staff members edits a ticket and writes a message, customers will be able to see it</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<a name="67"></a><p class="title">Customer resolve</p>
<p>Choose whether customers may mark tickets as resolved.</p>
<p>If disabled, ticket will only be resolvable by staff and automatically for inactivity.</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<a name="16"></a><p class="title">Reopen tickets</p>
<p>Set to ON to allow customers to reopen a ticket once it has been closed. When set to OFF once closed the customer will have to open a new ticket.</p>
<a name="17"></a><p class="title">Reply rating</p>
<p>If set to ON customers will be able to mark staff replies as <i>Helpful</i> or <i>Not helpful</i>. This customer feedback will be used to rate staff.</p>
<a name="45"></a><p class="title">Customer priority</p>
<p>If set to ON customers will be able to set priority/urgency for their tickets ranging from Low to High. If set to OFF all tickets will be submitted with the default priority (Low) and only staff will be able to change the priority level to a higher one.</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<a name="49"></a><p class="title">Sequential IDs</p>
<p>If enabled, all tickets will also show a sequential ID number. This should allow
easier customer-staff communication about a ticket (saying <i>ticket ID 45</i> rather
than <i>ticket ID GHS-G5E-A6T8</i>). However, only
staff will be able to view tickets by sequential numbers.</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<a name="66"></a><p class="title">Time worked</p>
<p>Track time spent working on a ticket.</p>
<p>When enabled, the admin ticket reply form will show a time counter for tracking time spent working on the ticket.</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<a name="68"></a><p class="title">SPAM Notice</p>
<p>When customer submits a new ticket, the success message will include a notice saying
the customer should check inside the SPAM folder if the confirmation email does not arrive.</p>
<p>The notice will not be show in disabled OR if the <i>Notify customer when: They submit a new support ticket</i> is disabled.</p>
<p>The notice message may be notified in the <a href="https://www.hesk.com/knowledgebase/index.php?article=34" target="_blank">HESK language file</a>.</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
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<p> </p>
<p> </p>
<a name="14"></a><p class="title">List usernames</p>
<p>If set to ON staff usernames be listed in a select box on the admin login page and they will only need to type their password in. Recommended setting: OFF (staff will have to type
both their username and password to login)</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<a name="12"></a><p class="title">Debug mode</p>
<p>Turns ON/OFF the debug mode. In normal usage debug mode should be turned OFF. Turn ON only if you are having problems and Hesk is not working properly. Don't forget to turn back OFF when Hesk is working normally again.</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<a name="63"></a><p class="title">Short links</p>
<p>If turned ON, website links longer than 70 chars will be shortened for display.</p>
<p>For example a link like this:<br />
http://www.some-long-example.com/sub-folder/another-folder/and-yet-another/this-is-some-long-file-name.html?this_is_a_long_query=and_this_is_a_long_value</p>
<p>Would be displayed as:<br />
http://www.some-long-example.com/sub-folder/another-fol ... long_value</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
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<p> </p>
<p> </p>
<a name="65"></a><p class="title">- - Click to Select - -</p>
<p>If checked, "- - Click to Select --" will be the default selection
for ticket category and/or priority when submitting a new ticket.</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<a name="71"></a><p class="title">Category select limit</p>
<p>Used when submitting new tickets.</p>
<p>If the number of help desk categories (departments) is lower or equal to this setting,
ticket category will be selected by clicking on a link.</p>
<p>If the number of categories is higher than this limit, a drop-down select box will be used instead to
select a ticket category.</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
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<p> </p>
<p> </p>
<a name="80"></a><p class="title">Ticket Formatting</p>
<p>Sets the type of editor when creating / editing tickets.</p>
<p>
Plaintext = Plain text (default)<br />
Rich Text (HTML) = Allows rich text (bold, lists, etc) via a WYSIWYG editor
</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<a name="13"></a><p class="title">Use anti-SPAM image</p>
<p>Toggles use of the anti-SPAM security image (captcha).</p>
<table border="0">
<tr>
<td valign="top"><i>Value</i></td>
<td><i>Meaning</i></td>
</tr>
<tr>
<td valign="top" style="white-space:nowrap;"><b>OFF</b></td>
<td>anti-SPAM images disabled</td>
</tr>
<tr>
<td valign="top" style="white-space:nowrap;"><b>ON - Customers</b> </td>
<td>only customers will be required to solve the image</td>
</tr>
<tr>
<td valign="top" style="white-space:nowrap;"><b>ON - All</b></td>
<td>both customer and staff will be required to solve it</td>
</tr>
</table>
<table border="0">
<tr>
<td colspan="2"><i>Image type</i></td>
</tr>
<tr>
<td valign="top" style="white-space:nowrap;"><b>Simple image</b> </td>
<td>a very basic image generated by PHP (GD library required)<br /><span class="wrong">A simple image is not effective against advanced robots,
consider using an anti-SPAM questions or ReCaptcha instead!</span></td>
</tr>
<tr>
<td valign="top" style="white-space:nowrap;"><b>ReCaptcha</b> </td>
<td>use a free service by Google (<a href="https://www.google.com/recaptcha" target="_blank">requires registration</a>)</td>
</tr>
</table>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<a name="64"></a><p class="title">ReCaptcha</p>
<p>ReCaptcha is a free anti-bot service by Google.</p>
<p>To use ReCaptcha you will need to:</p>
<ol>
<li><a href="https://www.google.com/recaptcha" target="_blank">Register for ReCaptcha</a></li>
<li>Click <b>Get reCAPTCHA</b></li>
<li>Enter your website details in the <b>Register a new site</b> form</li>
<li>Copy the <b>Site key</b> into HESK settings</li>
<li>Copy the <b>Secret key</b> into HESK settings</li>
<li>Save HESK settings</li>
<li>Try submitting a new ticket through the customer interface to verify reCAPTCHA works fine.</li>
</ol>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
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<p> </p>
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<p> </p>
<p> </p>
<a name="42"></a><p class="title">Use anti-SPAM question</p>
<p>Toggles use of the anti-SPAM security question. This is a very simple yet quite effective way of combating spammers
(not if they decide to target your website specifically but it should block all the
spambots travelling the web).
The idea is to create a <b>unique</b> question that only humans can answer to. You can
use HTML code in the question. Answers are not CaSe SeNSiTiVe. Some examples:</p>
<table border="0">
<tr>
<td><b>-> Question</b></td>
<td><b>-> Answer</b></td>
</tr>
<tr>
<td>What color is water?</td>
<td>Blue</td>
</tr>
<tr>
<td>What is the next number after four? (use only digits)</td>
<td>5</td>
</tr>
<tr>
<td>Type access code <b>ABCDE</b> here:</td>
<td>ABCDE</td>
</tr>
<tr>
<td>Access code: (find it on the bottom of our <a href="#" onclick="Javascript:return false">links page</a>)</td>
<td>Somecode</td>
</tr>
</table>
<p>Warning! <b>DO NOT</b> use these examples, use a unique question that will only be used on your website!</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<a name="47"></a><p class="title">Login attempts limit & Ban time (minutes)</p>
<p>This feature limits brute-force attacks to either login to HESK or view tickets.</p>
<p>After <i>Login attempts limit</i> number of failed attempts to view a ticket or login to HESK the IP address will be banned for <i>Ban time (minutes)</i>.</p>
<p>To disable failed login attempts limiting, set the <strong>Login attempts limit</strong> value to <b>0</b> (NOT recommended!).</p>
<p>Note that <strong>Ban time (minutes)</strong> minimum value is 5 minutes. Setting a lower value will be overwritten by the default value of 60 minutes.</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<a name="81"></a><p class="title">Flood limit (seconds)</p>
<p>This feature helps prevent submitting too many ticket replies (accidental or malicious reply flooding).</p>
<p>Set to the minimum number of seconds that must pass between two ticket replies from the same person.</p>
<p>To disable this feature, set the value to <b>0</b>.</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<a name="69"></a><p class="title">Password reset</p>
<p>If enabled, users will be able to reset their forgotten password over email.</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<a name="46"></a><p class="title">View tickets</p>
<p>If enabled (checked), customers will need to enter both their email address and ticket tracking ID to view the contents of a tickets.
If disabled, only entering ticket tracking ID will suffice.</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<a name="76"></a><p class="title">Frames</p>
<p>Enable to prevent HESK being loaded in frames on third party websites. This helps combat "clickjacking" attempts.</p>
<p>When enabled, HESK will send a <b>X-Frame-Options: SAMEORIGIN</b> HTTP header to the browser.</p>
<p>If you want to display HESK inside a frame on a website under a different domain name than the one HESK is installed under, disable this feature.</p>
<p>In the case above, you may also need to set <b>Cookies</b> setting to <b>None</b> and use <b>https://</b> connections!</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<a name="82"></a><p class="title">Cookies</p>
<!-- do not translate values inside <b> </b> in this section -->
<p>This setting controls the <b>SameSite</b> attribute of HTTP cookies. For a detailed explanation, please see <a href="https://developer.mozilla.org/en-US/docs/Web/HTTP/Headers/Set-Cookie/SameSite" rel="nofollow">this article</a>.</p>
<p>In short:</p>
<p><b>Strict</b> - cookies will only be sent to requests under your domain name. Following an email link, for example, may force you to log in again.</p>
<p><b>Lax</b> - default Hesk value. Cookies are not sent on normal cross-site subrequests (for example, to load images or frames into a third-party site) but are sent when a user is navigating to the origin site (i.e., when following a link).</p>
<p><b>None</b> - cookies will be sent to any request, but only under a secure (<b>https://</b>) connection. Use this setting if you show Hesk in a frame on a third-party domain.</p>
<p>If you want to display HESK inside a frame on a website under a different domain name than the one HESK is installed under, set it to <b>None</b> and use <b>https://</b> connections.</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<a name="75"></a><p class="title">SSL</p>
<p>You can force HESK to use secure connections (https versus http).</p>
<p>To manage this setting, first manually open the <b>admin_settings_help_desk.php</b> file in your browser using https://, for example:</p>
<p>https://example.com/hesk/admin/admin_settings_help_desk.php</p>
<p>This is to ensure that SSL is properly configured and working on the server before setting HESK to force it.</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<a name="83"></a><p class="title">URL Access Key</p>
<p>Use the URL Access Key to prevent unauzhorized web-access to your Hesk cron files, such as:<br>
- /inc/mail/hesk_imap.php,<br>
- /inc/mail/hesk_pop3.php,<br>
- /cron/email_overdue_tickets.php, etc.<br>
</p>
<p>When an access key is set and someone wants to access any of those files via an URL address (web browser), they will need to specify the correct key by appending <b>?key=XXXXXXXX</b> to the URL address. Example:</p>
<p>https://example.com/hesk/inc/mail/hesk_imap.php<b>?key=<span class="correct">XXXXXXXX</span></b></p>
<p>Your access key should be a random string at least 20 chars long. Valid access key chars are: a-z A-Z 0-9 _ . -</b>
<p>The access key is not used when cron files are accessed over command-line interface, only when served over http(s).</p>
<p>If you leave the URL Access Key empty, it will not be required/used.</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<a name="85"></a><p class="title">Multi-Factor Authentication (MFA)</p>
<p>Use multi-factor authentication to require users to authenticate with their password along with a secondary authentication method.</p>
<p>- Enabling "Require Multi-Factor Authentication" <b>will</b> enable MFA for both new and existing users.</p>
<p>- Disabling "Require Multi-Factor Authentication" <b>will not</b> disable MFA for existing users; it will only affect new users.</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<a name="86"></a><p class="title">Secure Area Duration</p>
<p>Specifies how long users are permitted to access areas which require security verification before having to enter their MFA token / password again.</p>
<p>This timer is reset when a user logs out.</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<span class="section">» Attachments</span>
<a name="37"></a><p class="title">Use attachments</p>
<p>Select YES to enable file attachments. If enabled customers and support staff will have the option to attach files to support tickets.</p>
<p><b>NOTE:</b> If and how file attachments will work depends on your server settings, please refer to readme.html for considerations and possible limitations of file attachments on your server.</p>
<a name="38"></a><p class="title">Number per post</p>
<p>Number of file attachments allowed per post. Optimal range is around 1 to 4. This setting is only available if "Use attachments" is set to YES.</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<a name="39"></a><p class="title">Maxmimum file size</p>
<p>Maximum size of attached files. Note that the maximum upload file size is limited by your server settings, please refer to readme.html for more information on file attachment limits. This setting is only available if "Use attachments" is set to YES.</p>
<a name="40"></a><p class="title">Allowed file types</p>
<p>Allowed file extensions for attaching files. To add more extensions use the same formatting <b>.ext</b> and separate them with a comma. This setting is only available if "Use attachments" is set to YES.</p>
<a name="41"></a><p class="title">Email Attachment Options</p>
<p>There are two options are available for email attachment options.</p>
<ul>
<li><b>Link Attachments in Emails:</b> All attachments are included as links within the email.<br> </li>
<li>
<b>Direct Attachments in Emails:</b> Depending on the selected settings, some attachments are sent as links, while others are attached directly to the email.
<p>For examples:</p>
<p>I have 10 attachments. 5 of them are 2000 Kb and 5 of them are 500 Kb.</p>
<p><b>EXAMPLE 1:</b></p>
<ul>
<li><b>Selected Option:</b> Directly attach only files smaller than 1000 Kb.</li>
<li>Not Selected: Directly attach files of any size.</li>
<li>Not Selected: Directly attach only the first X attachments.</li>
<li><b>Selected Option:</b> Directly attach all attachments.</li>
</ul>
<p><b>Result:</b></p>
<p>The email will include 5 attachments (all files smaller than 1000 Kb) and 5 links (files larger than 1000 Kb).</p>
<p><b>EXAMPLE 2:</b></p>
<ul>
<li><b>Selected Option:</b> Directly attach only files smaller than 1000 Kb.</li>
<li>Not Selected: Directly attach files of any size.</li>
<li><b>Selected Option:</b> Directly attach only the first X attachments.</li>
<li>Not Selected: Directly attach all attachments.</li>
</ul>
<p><b>Result:</b></p>
<p>The email will include 3 attachments (the first 3 files smaller than 1000 Kb) and 7 links (remaining files).</p>
<p><b>EXAMPLE 3:</b></p>
<ul>
<li>Not Selected: Directly attach only files smaller than 1000 Kb.</li>
<li><b>Selected Option:</b> Directly attach files of any size.</li>
<li><b>Selected Option:</b> Directly attach only the first X attachments.</li>
<li>Not Selected: Directly attach all attachments.</li>
</ul>
<p><b>Result:</b></p>
<p>The email will include 6 attachments (based on the order, regardless of file size) and 4 links (remaining files).</p>
</li>
</ul>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<a name="87"></a><p class="title">Customer accounts</p>
<p>Registering an account allows customers to manage their tickets in a single location and gives you control over who can submit support tickets.</p>
<p>Options explained:</p>
<ul>
<li><b>Disabled</b><br>
Customers do not have to register or log in to submit, view, and respond to support tickets.<br><br>Note that support tickets are still private; customers access them using a unique tracking ID and (optionally) their email address.<br> </li>
<li><b>Enabled - Optional</b><br>
Creating a customer account is possible and optional for their convenience. Customers can submit support tickets even if they do not have an account.<br> </li>
<li><b>Enabled - Required for tickets</b><br>
Only customers with a valid account will be able to submit support tickets. Other help-desk features (knowledgebase, service messages) are public.<br> </li>
<li><b>Enabled - Required to access</b><br>
Only logged-in customers with a valid account will be able to access any of the help desk features.<br><br>Note that service messages specifically set to display on the customer login and registration pages (if customers can register an account) will be public.</li>
</ul>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<a name="88"></a><p class="title">Account registration</p>
<p>This setting gives you control over how customer accounts are created.</p>
<p>Options explained:</p>
<ul>
<li><b>Customers can register accounts</b><br>
Customers can register an account and verify it via email.<br> </li>
<li><b>Customers can register account, staff must approve new registrations</b><br>
Customers can register an account and verify it via email. Staff members must review and approve all accounts before the customer can log in.<br> </li>
<li><b>Only staff can register customer accounts</b><br>
Only staff can register customer accounts; customers cannot register an account themselves.</li>
</ul>
<p> </p>
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<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<a name="90"></a><p class="title">Barcode</p>
<p>If enabled, Hesk will display a barcode when printing tickets.</p>
<p>The barcode can be hidden from customers (printed only from the staff side).</p>
<p>Parameters:</p>
<p><b>Type</b> - choose the type of the barcode to be printed<br>
<b>Format</b> - choose the display/image format on the HTML page<br>
<b>Width</b> - width of the barcode image in pixel<br>
<b>Height</b> - height of the barcode image in pixel<br>
<b>Color</b> - color of the barcode data<br>
<b>Background</b> - barcode background color</p>
<p>Colors are in Web notation (color name, or hexadecimal code, or CSS syntax): black, white, red, #000000, #ffffff, #ff0000...</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<a name="91"></a><p class="title">Show "Submitting, please wait"</p>
<p>If enabled, when someone submits a ticket or reply to a ticket, the submit button will be disabled and a "Submitting, please wait..." message displayed.</p>
<p>Used for preventing multiple clicks on the submit button.</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<a name="94"></a><p class="title">Allow customer automatic login</p>
<p>If enabled, customers will have an option to automatically login to their account every time they click the "Login" link on the helpdesk homepage.</p>
<p>If disabled HESK will only be able to remember customer's email addresses, not passwords.</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<a name="92"></a><p class="title">Allow customers to change their email address</p>
<p>If enabled, customers will be allowed to change their email addresses after registering. Otherwise, customers will
need to ask staff to change their email address for them.</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<a name="93"></a><p class="title">Time until customers can request new verification email</p>
<p>Indicates the amount of time, in minutes, a customer must wait before being able to request a new verification email (0 = immediately).</p>
<p>Staff will always be able to send a new verification email to the customer without having to wait.</p>
<p> </p>
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<p> </p>
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<p> </p>
<p> </p>
<p> </p>
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<p> </p>
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<p> </p>
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<TITLE>403 Forbidden</TITLE>
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<H1>Forbidden</H1>
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<title>Interactive help for Hesk settings</title>
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<h3>Interactive help for Hesk settings</h3>
<p> </p>
<span class="section">» Knowledgebase settings</span>
<p> </p>
<a name="22"></a><p class="title">Enable Knowledgebase</p>
<p>Use this setting to turn HESK Knowledgebase functionality on or off.</p>
<p>Available options are:</p>
<ul>
<li><i>YES, enable Knowledgebase</i><br />Enables Knowledgebase functionality for HESK<br /> </li>
<li><i>YES, use HESK as a Knowledgebase only (disable help desk)</i><br />Enables Knowledgebase, but disables help desk functionality (posting new support tickets). Use
this option if you wish to use HESK as a Knowledgebase, not a fully-featured help desk.<br ><br />
Note that support tickets may still be submitted by staff or by email piping/POP3 fetching if enabled. Customers can view and reply to tickets.<br /> </li>
<li><i>NO, disable Knowledgebase</i><br />Disables Knowledgebase functionality for HESK</li>
</ul>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<a name="52"></a><p class="title">WYSIWYG Editor</p>
<p>This will enable a <i>What You See Is What You Get</i> type
editor (a rich-text editor) for the knowledgebase articles rather than a simple
text editor.</p>
<a name="23"></a><p class="title">Suggest KB articles</p>
<p>If set to YES Hesk will match ticket subject and message against knowledgebase articles and recommend customers to read matching articles before submitting a new support ticket.</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<a name="24"></a><p class="title">Enable KB rating</p>
<p>Set to YES to allow customers to rate knowledgebase articles as Helpful or Not helpful</p>
<a name="25"></a><p class="title">Enable KB search</p>
<p>Enabling this feature will show a search form on top of help desk customer interface and allow them to use the search form to search your knowledgebase.</p>
<p>You can choose to display a small search box (located in the top right corner) or a large one (more visible, covers entire page width).</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<a name="58"></a><p class="title">Show article views</p>
<p>Set to YES to display number of knowledgebase article views publicly (views are always visible from staff control panel).</p>
<a name="59"></a><p class="title">Show article date</p>
<p>Set to YES to display knowledgebase article submission date publicly (date is always visible from staff control panel).</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<a name="26"></a><p class="title">Max search results</p>
<p>This is the maximum matching results Hesk will return when someone searches the knowledgebase.</p>
<a name="27"></a><p class="title">Article preview length</p>
<p>Maximum length (number of chars) of knowledgebase article content that will be displayed in article list when browsing knowledgebase categories.</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<a name="28"></a><p class="title">Categories in row</p>
<p>Number of (sub)categories to be displayed in table row when browsing knowledgebase.</p>
<a name="29"></a><p class="title">Subcategory articles</p>
<p>Number of (preview) articles listed in subcategory display.</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<a name="30"></a><p class="title">Show popular articles</p>
<p>Number of popular (most visited) articles shown on <a href="../../../" target="_blank">help desk index</a> and <a href="../../../knowledgebase.php" target="_blank">knowledgebase index</a> pages. Set to 0 to disable listing popular articles.</p>
<a name="31"></a><p class="title">Show latest articles</p>
<p>Number of latest (most recently submitted) articles shown on <a href="../../../" target="_blank">help desk index</a> and <a href="../../../knowledgebase.php" target="_blank">knowledgebase index</a> pages. Set to 0 to disable listing latest articles.</p>
<p> </p>
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<p> </p>
<p> </p>
<p> </p>
<p> </p>
<a name="60"></a><p class="title">Related Articles</p>
<p>Set to the number of related articles that should be listed below each Knowledgebase article.</p>
<p>To disable listing related articles, set to <b>0</b></p>
<p> </p>
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<h3>Interactive help for Hesk settings</h3>
<p> </p>
<a name="63"></a><p class="title">Timezone</p>
<p>Select your help desk timezone.</p>
<p>If no valid timezone is selected, Coordinated Universal Time (UTC) will be used.</p>
<p> </p>
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<p> </p>
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<p> </p>
<a name="65"></a><p class="title">Time format</p>
<p>This is PHP date syntax for time of day displayed by Hesk.</p>
<p>For full syntax to use see <a href="http://www.php.net/date" target="_blank">PHP date manual</a>. Few examples you can use:</p>
<table border="1" cellspacing="0" cellpadding="4">
<tr>
<td><b><i>Setting</i></b></td>
<td><b><i>Result</i></b></td>
</tr>
<tr>
<td><b>H:i</b></td>
<td>14:35</td>
</tr>
<tr>
<td><b>H:i:s</b></td>
<td>14:35:53</td>
</tr>
<tr>
<td><b>g:ia</b></td>
<td>2:35pm</td>
</tr>
</table>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<a name="66"></a><p class="title">Date format</p>
<p>This is PHP date syntax for dates displayed by Hesk, except for the Javascript datepicker.</p>
<p>For full syntax to use see <a href="http://www.php.net/date" target="_blank">PHP date manual</a>. Few examples you can use:</p>
<table border="1" cellspacing="0" cellpadding="4">
<tr>
<td><b><i>Setting</i></b></td>
<td><b><i>Result</i></b></td>
</tr>
<tr>
<td><b>Y-m-d</b></td>
<td>2012-12-31</td>
</tr>
<tr>
<td><b>d/m/Y</b></td>
<td>31/12/2012</td>
</tr>
<tr>
<td><b>m-d-Y</b></td>
<td>12-31-2012</td>
</tr>
<tr>
<td><b>j-M-Y</b></td>
<td>31-Dec-2012</td>
</tr>
</table>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<a name="67"></a><p class="title">Date and Time format</p>
<p>This is PHP date syntax for timestamps displayed by Hesk.</p>
<p>For full syntax to use see <a href="http://www.php.net/date" target="_blank">PHP date manual</a>. Few examples you can use:</p>
<table border="1" cellspacing="0" cellpadding="4">
<tr>
<td><b><i>Setting</i></b></td>
<td><b><i>Result</i></b></td>
</tr>
<tr>
<td><b>Y-m-d H:i:s</b></td>
<td>2012-12-31 14:35:53</td>
</tr>
<tr>
<td><b>d/m/Y H:i:s</b></td>
<td>31/12/2012 14:35:53</td>
</tr>
<tr>
<td><b>m-d-Y H:i:s</b></td>
<td>12-31-2012 14:35:53</td>
</tr>
<tr>
<td><b>j-M-Y H:i:s</b></td>
<td>31-Dec-2012 14:35:53</td>
</tr>
<tr>
<td><b>j-M-Y g:ia</b></td>
<td>31-Dec-2012 2:35pm</td>
</tr>
</table>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<a name="64"></a><p class="title">Time display</p>
<p>Select your preferred time display:</p>
<p><b>Date and time</b>: time will be displayed using the <i>Time format</i> setting on the Misc settings page.</p>
<p><b>Time ago</b>: time will be in a descriptive format. Examples:<br>
2 minutes ago<br>
about an hour ago<br>
6 days ago</p>
<p>When <i>Time ago</i> is selected, you can click on (or hover your mouse cursor over) the time display to see the actual date and time.</p>
<p>In some places, the date and time will always be displayed, regardless of setting.</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<a name="68"></a><p class="title">Date select format</p>
<p>This is the date syntax for the Javascript date select tool displayed by Hesk.</p>
<p>Supported syntax:</p>
<table border="1" cellspacing="0" cellpadding="4">
<tr>
<td><b><i>Syntax</i></b></td>
<td><b><i>Description</i></b></td>
<td><b><i>Example</i></b></td>
</tr>
<tr>
<td><b>dd</b></td>
<td>Day of the month, 2 digits with leading zeros</td>
<td>01 to 31</td>
</tr>
<tr>
<td><b>d</b></td>
<td>Day of the month without leading zeros</td>
<td>1 to 31</td>
</tr>
<tr>
<td><b>DD</b></td>
<td>A full textual representation of the day of the week</td>
<td>Sunday through Saturday</td>
</tr>
<tr>
<td><b>D</b></td>
<td> A textual representation of a day, three letters</td>
<td>Sun through Sat</td>
</tr>
<tr>
<td><b>mm</b></td>
<td>Numeric representation of a month, with leading zeros</td>
<td>01 through 12</td>
</tr>
<tr>
<td><b>m</b></td>
<td>Numeric representation of a month, without leading zeros</td>
<td>1 through 12</td>
</tr>
<tr>
<td><b>MM</b></td>
<td>A full textual representation of a month</td>
<td>January through December</td>
</tr>
<tr>
<td><b>M</b></td>
<td>A short textual representation of a month, three letters</td>
<td>Jan through Dec</td>
</tr>
<tr>
<td><b>yyyy</b></td>
<td>A full numeric representation of a year, 4 digits</td>
<td>1999 or 2022</td>
</tr>
<tr>
<td><b>yy</b></td>
<td>A two digit representation of a year</td>
<td>99 or 22</td>
</tr>
</table>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<a name="61"></a><p class="title">IP whois</p>
<p>URL of the service you use for IP whois query.</p>
<p><b>{IP}</b> tag will be replaced with customer IP address.</p>
<p>Default: http://whois.domaintools.com/{IP}</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<a name="62"></a><p class="title">Maintenance mode</p>
<p>Put the help desk in maintenance mode.</p>
<p>Customer will not be able to use any help desk functions. Staff will be able to access and use the help desk normally.</p>
<p><b>Note:</b> Maintenance mode is activated automatically if the <b>/install</b> folder is present.</p>
<p><b>Important:</b> POP3 fetching will not be active, but email piping will (to avoid lost customer emails).</p>
<p> </p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<a name="21"></a><p class="title">Admin link</p>
<p>If selected a link to admin panel will be displayed on the bottom of your <a href="../../../" target="_blank">help desk index page</a>.</p>
<a name="48"></a><p class="title">Submit notice</p>
<p>If checked, the <i>Submit a ticket</i> form will show a note (at the bottom)
saying the customer should double-check all the information entered and
that their IP address is being logged for security purposes.</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<a name="56"></a><p class="title">Online Users</p>
<p>If checked HESK will show a list of users online in the last X minutes at the bottom of the help desk (in staff interface only).</p>
<a name="59"></a><p class="title">Updates</p>
<p>If checked HESK will automatically check for updates whenever you open the settings page.</p>
<p>For automatic update check to work your server must be connected to the Internet and have either cURL or allow_url_fopen enabled.</p>
<p>If disabled or required functions are missing, a manual "Check for updates" links will appear.</p>
<p> </p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
</body>
</html>wget 'https://lists2.roe3.org/hesk/language/en/help_files/theme.html'<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd">
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<head>
<title>Interactive help for Hesk settings</title>
<meta http-equiv="Content-Type" content="text/html; charset=utf-8" />
<link href="help_style.css" type="text/css" rel="stylesheet" />
</head>
<body>
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<h3>Interactive help for Hesk settings</h3>
<p> </p>
<a name="2"></a><p class="title">Custom HTML</p>
<p>This tool lets you add your own HTML code to Hesk directly from the admin panel.</p>
<p>It affects only the <strong>public (customer-facing) side</strong> of your help desk.</p>
<p><strong>» head.txt</strong></p>
<p>
Code placed here is added inside the HTML <head> section, just before </head>.
</p>
<p>Common uses:</p>
<ul>
<li>Custom CSS styles</li>
<li>Fonts</li>
<li>Meta tags</li>
<li>Analytics or verification headers</li>
</ul>
<p><strong>» header.txt</strong></p>
<p>
Code placed here appears at the very top of the page, right after the <body> tag.
</p>
<p>Common uses:</p>
<ul>
<li>Your company logo</li>
<li>A custom header or navigation bar</li>
<li>Branding elements</li>
</ul>
<p><strong>» footer.txt</strong></p>
<p>
Code placed here appears at the bottom of the page, just before the page ends.
</p>
<p>Common uses:</p>
<ul>
<li>Custom footer content</li>
<li>Copyright notices</li>
<li>Links or scripts</li>
</ul>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<a name="1"></a><p class="title">Customer theme</p>
<p>This is the (visual only) theme that will be used across all customer-facing HESK pages. All properly installed themes will be displayed in the drop-down box.</p>
<p>You can create your own additional themes, by copying one of the existing .css theme files that can be found inside "theme/hesk3/customer/css/themes" folder. Simply adjust any CSS color variables there, and name the file as "my_theme_name.css". The theme will then automatically appear in the customer theme selection dropdown.</p>
<p>*Extra Note: Besides the CSS variables already used in the existing theme files, you can also add any variables that can be found in "theme/hesk3/customer/css/core/0_00_default_theme_vars.css", and add them to your theme file.</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<a name="2"></a><p class="title">Theme overrides</p>
<p>Hesk themes work by utilizing CSS variables for all colors. Some of these colors are distinctly set as a specific color, but the majority of colors are dynamic derivatives of those specific colors (lightened/darkened versions, or an otherwise calculated mix of colors).</p>
<p>This means that it's super easy to change some of the main colors/variables, and have the whole Hesk color palette dynamically adjust to it. Obviously, this can also cause situations, where the dynamic colors or contrasts, might not work the best with all other colors out of the box, but this is where the option to rewrite any colors comes in. Use the color overrides below to make any more specific adjustments (Note: These adjustments are stored in Hesk settings, so changing them will NOT affect/change the original theme files).</p>
<p>Note: Derivatives of other colors are marked with a red asterix, and these colors will dynamically adjust if you adjust the colors they derive from. If you override a derivative color, then that color will now be "fixed" - however, there are situations where some derivative colors might be used by other derivatives, so overriding them, might also cause some other colors to change.</p>
<p>Note: Currently not 100% of all UI edge cases are easily and clearly covered by these color overrides. If you need more specific color overrides where these settings are not enough, we recommend to write additional custom CSS overrides instead where needed.</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<a name="main_brand"></a><p class="title">Main Brand</p>
<p>These define "90%+" of the site look. Most other colors are in some way derived from these automatically.</p>
<a name="main_elements"></a><p class="title">Main Elements</p>
<p>These define main complementary colors of common elements, such as input background, links colors etc. Most of these are derived from main brand colors, but can be further adjusted separately.</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<a name="buttons"></a><p class="title">Buttons</p>
<p>Use these to override colors of most commonly used buttons.</p>
<a name="navigation"></a><p class="title">Navigation</p>
<p>Use these to override colors of various navigation UI (header links, breadcrumbs, action boxes...).</p>
<a name="dropdowns"></a><p class="title">Dropdowns</p>
<p>Use these to override colors of most commonly used dropdowns / selects.</p>
<a name="datepickers"></a><p class="title">Datepickers</p>
<p>Use these to override colors of datepickers.</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<a name="base_colors"></a><p class="title">Base colors</p>
<p>These colors represent clear/specific colors, that are usually desired to be specific, despite other color palettes. (i.e. warning/error messages, some icons etc.). These are also used as the basis for various information/error notifications.</p>
<a name="notifications"></a><p class="title">Notifications</p>
<p>Notifications will by default use Base Colors, but can be further adjusted here if needed.</p>
<a name="search"></a><p class="title">Search</p>
<p>These colors allow you to override the Search input styling on the customer pages.</p>
<a name="article_previews"></a><p class="title">Article Previews</p>
<p>These control the colors of article previews on home page and in search suggestions.</p>
<a name="misc"></a><p class="title">Miscellaneous</p>
<p>Other miscellaneous colors of elements you might want to customize.</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
</body>
</html>wget 'https://lists2.roe3.org/hesk/language/en/help_files/ticket_list.html'<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd">
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<head>
<title>Interactive help for Hesk settings</title>
<meta http-equiv="Content-Type" content="text/html; charset=utf-8" />
<link href="help_style.css" type="text/css" rel="stylesheet" />
</head>
<body>
<!-- next: 3 -->
<h3>Interactive help for Hesk settings</h3>
<p> </p>
<a name="1"></a><span class="section">» Fields in ticket list</span>
<p>Choose what fields you wish to have displayed in HESK ticket list.</p>
<p>Note that any custom fields need to be saved first before they appear in this list.</p>
<p>If no fields are selected, the Tracking ID field will be selected automatically.</p>
<p>At least one of these three fields must be shown: ID, Tracking ID, Subject</p>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<a name="2"></a><p class="title">Date format in list of tickets</p>
<p>Select how you would like date columns (submitted, updated) in ticket list show information.</p>
<table border="1" cellspacing="0" cellpadding="4">
<tr>
<td><b><i>Setting</i></b></td>
<td><b><i>Result</i></b></td>
<td><b><i>Example</i></b></td>
</tr>
<tr>
<td valign="top"><b>HESK Style</b></td>
<td><b>HH:mm</b> if updated today<br />
<b>Yesterday</b> if updated yesterday<br />
<b>DD MMM YY</b> if updated before yesterday</td>
<td>14:35<br />Yesterday<br />26 Sep 14</td>
</tr>
<tr>
<td valign="top"><b>Date and time</b></td>
<td>As set in Settings > Misc > Date and time</td>
<td>2014-09-26 14:35:12</td>
</tr>
<tr>
<td valign="top"><b>Date only</b></td>
<td>As set in Settings > Misc > Date format</td>
<td>2014-09-26</td>
</tr>
<tr>
<td valign="top"><b>Short descriptive</b></td>
<td valign="top">number + abbreviated time</td>
<td>1w2d (1 week 2 days)<br />30s (30 seconds)<br />2d6h (2 days 6 hours)</td>
</tr>
<tr>
<td valign="top"><b>Custom</b></td>
<td valign="top">PHP Date syntax, see <a href="https://www.php.net/date" target="_blank">PHP manual</a></td>
<td> </td>
</tr>
</table>
<p> </p>
<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
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<p> </p>
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<p> </p>
</body>
</html>