SimpleDesk

SimpleDesk! => News and Announcements => Archived News => Topic started by: Gruffen on January 09, 2010, 07:06:10 pm

Title: What will SimpleDesk 1.0 feature?
Post by: Gruffen on January 09, 2010, 07:06:10 pm
Even at this early stage, we've been asked what SimpleDesk will feature, and the manner in which we will be releasing it.

Our style is very much being geared to an incremental style - we aren't planning to do mammoth releases every 6-12 months with many new features, that seems far too long for us.

While the exact release cycle we're planning on is not entirely certain, we are planning for shorter than that, and for each release to be a few new features on the previous one. So, as a result 1.0 won't have all the bells and whistles you might expect from a fully featured helpdesk, but in fairness, we'd rather give you something very fundamental and core to work with, while we work on adding the really neat stuff in 1.1 and beyond.

Without further ado, I present what we'll be issuing in 1.0.

Ability to post, edit, reply, close tickets as well as displaying tickets and seeing a list of all the tickets available

In all honesty, this is pretty much what the helpdesk is - couldn't really have a 1.0 without the basic fundamentals :)

Ticket <-> Topic management

One of the most hotly requested features when we first asked what people would want is the ability to move tickets into topics and vice versa. All too often a ticket will be posted when it would be better being put in the public board for discussion, or a public topic has been posted with sensitive details that really should be handled in a ticket that the staff can resolve.

This would be a one-click operation that would simply move an entire thread to the helpdesk, or repost the entire ticket to a thread of your choice.

Shut down forum component

One thing we're keen to provide is what can look like, and function like, a standalone help desk - you would be able to close down the entire forum-specific code and simply have access to a functional, viable helpdesk, albeit one that states it is powered by SMF.

Urgency levels

Tickets can have 6 levels of urgency: Low, Medium, High, Very High, Severe, Critical. The ability to raise a ticket's urgency is permission controlled, as is the ability to use the higher levels of urgency - meaning that regular staff could be allowed only up to High, with supervisors or team leaders being able to raise it higher.

Assignments

The ability to be able to assign a ticket to a given user, such that they could be given ownership of a ticket and it would be prioritised on their display as that it was assigned to them.

File attachments

The ability to attach one or more files to a ticket so staff can utilise that information. Permission driven so can be disabled upon request.

Permissions

Not all users are going to be helpdesk agents, nor are all users going to be allowed to access the helpdesk. Access to the helpdesk is permission controlled by usergroup, as is the staff view of the helpdesk.

Mod Management Page/Back-end Administration

As ever, with the level of data that will be applicable, there will be additional areas added to the Admin panel in SMF, for managing the Helpdesk:
Title: Re: What will SimpleDesk 1.0 feature?
Post by: Sabre on January 09, 2010, 07:11:45 pm
Mate this is awesome! 8)
I'll probably be here everyday just to experience/witness its development, and be a little part of something big ;D
Great work team, and what a good collection of people it is :)
Title: Re: What will SimpleDesk 1.0 feature?
Post by: KiLLuMiNaTi-7- on January 10, 2010, 10:13:30 am
This sounds awesome cannot wait to make use of this mod. This will defaintly come in handy for one of my sites :)

Keep up the good work ;)
Title: Re: What will SimpleDesk 1.0 feature?
Post by: Spoogs on January 11, 2010, 07:52:16 am
Spoogs official 2 thumbs up to the project (lol like that means anything)

Seriously tho i like all that i have read so far and look forward to its release. This mod seems to address quite a few features that i would love to have.

Arantor, from what i see this will solve my view own topic issue in a much better way.
Title: Re: What will SimpleDesk 1.0 feature?
Post by: Trekkie101 on January 11, 2010, 08:01:20 am
Welcome to you all :)

Glad our idea is working for you all, we're a little away from a release just yet, but we will be taking more feature requests soon :)
Title: Re: What will SimpleDesk 1.0 feature?
Post by: Gruffen on January 11, 2010, 10:08:20 am
I should add that while the above is what 1.0 will feature, we've already discussed what is very likely to be in the next version or two, and as we draw closer to 1.0, I'll also be revealing what we'll be putting in 1.1 - our goal is very much an iterative evolution rather than big jumps :)
Title: Re: What will SimpleDesk 1.0 feature?
Post by: Kill Em All on January 11, 2010, 09:16:29 pm
Can't wait for the final release. This looks like its going to be good.
Title: Re: What will SimpleDesk 1.0 feature?
Post by: Gruffen on January 11, 2010, 09:42:53 pm
1.0 is gonna be awesome. Though I know that later versions will be just as awesome too ;)
Title: Re: What will SimpleDesk 1.0 feature?
Post by: Costa on January 14, 2010, 04:23:59 pm
Woot! Good luck mates!
When it's out I'll translate into portuguese. :)

Farewell
Title: Re: What will SimpleDesk 1.0 feature?
Post by: BiggBoss35 on January 14, 2010, 05:12:21 pm
I'm exciting to try it. I'm also exciting to translate it to Turkish, unless someone does it before me. :) Good luck!
Title: Re: What will SimpleDesk 1.0 feature?
Post by: iKorp on January 15, 2010, 07:21:50 am
Thats alot of great features for the first release! I wish the development well and will definitely use it on my website when this is released!
Title: Re: What will SimpleDesk 1.0 feature?
Post by: Trekkie101 on January 15, 2010, 08:38:48 am
Good to hear and we will be opening for translation soon, it looks like we will be using a custom translation tool too.
Title: Re: What will SimpleDesk 1.0 feature?
Post by: iKorp on January 15, 2010, 12:11:03 pm
While we're on the subject of languages, in a later version why not add multi-lingual ticket support (obviously won't be useful for all forums, as most are only single-language, but could be useful).
Title: Re: What will SimpleDesk 1.0 feature?
Post by: Gruffen on January 15, 2010, 12:17:11 pm
In what respect? Internally it's no different to how SMF handles it right now - just as a single forum can be multi-lingual, so too can tickets.
Title: Re: What will SimpleDesk 1.0 feature?
Post by: Sayaka Maizono on January 15, 2010, 02:51:20 pm
In what respect? Internally it's no different to how SMF handles it right now - just as a single forum can be multi-lingual, so too can tickets.

I understand the question somewhat, but I believe that they mean having a specific area in one language (eg all the controls are that language).

However, as stated by Arantor, it's how SMF handles it. When you change the language on the forum, it most likely also changes on the Helpdesk.
Title: Re: What will SimpleDesk 1.0 feature?
Post by: Gruffen on January 15, 2010, 03:06:39 pm
When all the translations are done, it'll be whatever language the user is using - would be very naughty of us (as former/current Customizers especially) not to handle it through the proper translation system in SMF.

Ah, I see where this is going; identify what language a given ticket is in at submission and have that selectable - definitely an interesting idea. I can say right now it won't be in for a while; there's enough features on the roadmap for the next version or so, but it's definitely something we'll look at adding :)
Title: Re: What will SimpleDesk 1.0 feature?
Post by: Costa on January 15, 2010, 04:33:20 pm
Good to hear and we will be opening for translation soon.
Be my guest, you guys know how can find me :P
Title: Re: What will SimpleDesk 1.0 feature?
Post by: Sayaka Maizono on January 15, 2010, 06:30:57 pm
Will you be offering support in multiple languages here on this site too?
Title: Re: What will SimpleDesk 1.0 feature?
Post by: cσσкιє мσηѕтєя on January 15, 2010, 06:42:18 pm
I always intended to have language specific support boards, but we have not decided yet.
Title: Re: What will SimpleDesk 1.0 feature?
Post by: Costa on January 15, 2010, 08:54:35 pm
@Chris

AFAIK, yes :P
Title: Re: What will SimpleDesk 1.0 feature?
Post by: Gruffen on January 15, 2010, 08:56:07 pm
I don't see any reason for us to limit things :)

I'd help but the only languages I support are British and rubbish ;D
Title: Re: What will SimpleDesk 1.0 feature?
Post by: [FailSafe] on January 16, 2010, 02:16:26 pm
Looks amazing so far! Great job to all the SimpleDesk staff! :D

I just have a little question about the "Shut down forum component". Are you saying that if the forum was in Maintenance Mode staff members who have permission to solve tickets can still access the HelpDesk?
Title: Re: What will SimpleDesk 1.0 feature?
Post by: cσσкιє мσηѕтєя on January 16, 2010, 02:17:35 pm
I just have a little question about the "Shut down forum component". Are you saying that if the forum was in Maintenance Mode staff members who have permission to solve tickets can still access the HelpDesk?

Not really, no. As far as I know, maintenance mode works just like before.
What it does, it shutting down all forum components, leaving only one big helpdesk.
Title: Re: What will SimpleDesk 1.0 feature?
Post by: [FailSafe] on January 16, 2010, 02:26:12 pm
Oh, so like it can be added to any site? ???
Title: Re: What will SimpleDesk 1.0 feature?
Post by: Achilles on January 16, 2010, 02:26:42 pm
At last, someone is working with this "support ticket system". :) Keep it up, I'm just confused and I'm not good with SMF, is this compatible with 1.1.11x? Sorry if I missed it out.

Thank you in advanced.
Title: Re: What will SimpleDesk 1.0 feature?
Post by: cσσкιє мσηѕтєя on January 16, 2010, 02:27:54 pm
Oh, so like it can be added to any site? ???

Any SMF powered forum, yes. And it can run just like a usual mod, with the forum intact, or shut down the forum and run only like a helpdesk.

At last, someone is working with this "support ticket system". :) Keep it up, I'm just confused and I'm not good with SMF, is this compatible with 1.1.11x? Sorry if I missed it out.

Thank you in advanced.

I'm afraid it is not. With the release of SMF 2.0 Final closing in, most mod authors, including us, are moving on.
Title: Re: What will SimpleDesk 1.0 feature?
Post by: Achilles on January 16, 2010, 02:29:11 pm
I just have a little question about the "Shut down forum component". Are you saying that if the forum was in Maintenance Mode staff members who have permission to solve tickets can still access the HelpDesk?

Not really, no. As far as I know, maintenance mode works just like before.
What it does, it shutting down all forum components, leaving only one big helpdesk.

Lol. I'm being confused now, what do you mean, LEAVING ONLY ONE BIG HELPDESK, you mean that ONLY the helpdesk will be available and all other Forum Topics will shut down?
Title: Re: What will SimpleDesk 1.0 feature?
Post by: Bᵃ on January 16, 2010, 02:31:54 pm
Yes. :) There will be an option to turn off the normal functionality of the forum and leave only the helpdesk.

B
Title: Re: What will SimpleDesk 1.0 feature?
Post by: Achilles on January 16, 2010, 02:32:29 pm
At last, someone is working with this "support ticket system". :) Keep it up, I'm just confused and I'm not good with SMF, is this compatible with 1.1.11x? Sorry if I missed it out.

Thank you in advanced.

I'm afraid it is not. With the release of SMF 2.0 Final closing in, most mod authors, including us, are moving on.

If I will update my forum to SMF 2.0, can I merge everything? As in everything the data, my users, the posts, themes? Like nothing is lost except the installed mods?

Lastly, I am not hurrying you up or anything when is the subjected date for the release? :)


Thank you very much!
Title: Re: What will SimpleDesk 1.0 feature?
Post by: Bᵃ on January 16, 2010, 02:34:17 pm
Yes, the upgrade to SMF 2.0 will preserve all of your forum data. Themes and mods will probably need to be reinstalled with 2.0 versions, though.

B
Title: Re: What will SimpleDesk 1.0 feature?
Post by: cσσкιє мσηѕтєя on January 16, 2010, 02:36:56 pm
Lastly, I am not hurrying you up or anything when is the subjected date for the release? :)

We do not yet have any public release date set. But keep your eyes out for updates. :)
Title: Re: What will SimpleDesk 1.0 feature?
Post by: Achilles on January 16, 2010, 02:40:41 pm
Yes, the upgrade to SMF 2.0 will preserve all of your forum data. Themes and mods will probably need to be reinstalled with 2.0 versions, though.

B

Thank you very much!
Title: Re: What will SimpleDesk 1.0 feature?
Post by: Gruffen on January 16, 2010, 02:43:33 pm
To sum up...

HD-only mode basically turns SMF+SD into a helpdesk, hiding all the boards, topics, and everything else; it just appears to be a helpdesk then. But it's a helpdesk that can leverage all of the bridges to other systems.

Compatibility is intended for 2.0 RC2+ only. Was one of the first questions the dev team asked itself - and answered - supporting two different sets of code is hard enough normally, but given that it would have to be a series of rewrites in order to work on 1.1.x as well as 2.0, we reasoned that running with 2.0 was a better route for us in the longer term.

Release date is when it's ready. The dev team have a roadmap in mind and we've talked about provisional dates for release to beta testing as well as provisional public release dates however we'd rather get you all a version 1.0 that is working and bug-free rather than meet a date on a calendar. If it's late, it's late because we wanted it to be awesome, not because of anything else.
Title: Re: What will SimpleDesk 1.0 feature?
Post by: ~DS~ on January 16, 2010, 02:50:02 pm
To sum up...

HD-only mode basically turns SMF+SD into a helpdesk, hiding all the boards, topics, and everything else; it just appears to be a helpdesk then. But it's a helpdesk that can leverage all of the bridges to other systems.

Compatibility is intended for 2.0 RC2+ only. Was one of the first questions the dev team asked itself - and answered - supporting two different sets of code is hard enough normally, but given that it would have to be a series of rewrites in order to work on 1.1.x as well as 2.0, we reasoned that running with 2.0 was a better route for us in the longer term.

Release date is when it's ready. The dev team have a roadmap in mind and we've talked about provisional dates for release to beta testing as well as provisional public release dates however we'd rather get you all a version 1.0 that is working and bug-free rather than meet a date on a calendar. If it's late, it's late because we wanted it to be awesome, not because of anything else.
Good posting and understandable.  ;D
Title: Re: What will SimpleDesk 1.0 feature?
Post by: [FailSafe] on January 16, 2010, 02:57:21 pm
Ok, thanks Nas and B. I finally understand. =)
Title: Re: What will SimpleDesk 1.0 feature?
Post by: Bᵃ on January 16, 2010, 03:11:46 pm
No problem. :)

B
Title: Re: What will SimpleDesk 1.0 feature?
Post by: Trekkie101 on January 16, 2010, 09:22:39 pm
For what its worth, public release dates will be made when the beta packages are sent to be tested :)

We're currently on schedule, if not ahead, including work on our site being carried out :)
Title: Re: What will SimpleDesk 1.0 feature?
Post by: SoLoGHoST on January 17, 2010, 06:34:56 am
Hey SD Team, just wanted to wish you all the Best on this project.  Sounds very interesting and a great contribution to SMF.
Title: Re: What will SimpleDesk 1.0 feature?
Post by: cσσкιє мσηѕтєя on January 17, 2010, 06:36:22 am
Thank's, SoLoGHoST, and welcome to this site :)
Title: Re: What will SimpleDesk 1.0 feature?
Post by: Gruffen on January 17, 2010, 07:48:28 am
Indeed, thanks and welcome :)

It's looking to be an awesome adventure in code :D
Title: Re: What will SimpleDesk 1.0 feature?
Post by: SoLoGHoST on January 18, 2010, 09:36:06 am
Sure seems that way ;)  I'd offer to help, though, honestly, I have too much on my plate atm, with DP and all.  Though, honestly, don't see why you need any help, you seem to be making super fast progress on it.

Cheers :)
Title: Re: What will SimpleDesk 1.0 feature?
Post by: live627 on January 20, 2010, 03:03:42 pm
Big mods = big pleasure and learning experience. Adventures in code is what we're all about! lol :D
Title: Re: What will SimpleDesk 1.0 feature?
Post by: Gruffen on January 20, 2010, 03:18:58 pm
That's exactly it - I've already boosted my own knowledge of Javascript in working on some of the AJAX stuff :) (Might not be the cleanest JS around but it works)
Title: Re: What will SimpleDesk 1.0 feature?
Post by: SoLoGHoST on January 21, 2010, 07:59:09 pm
The important thing is it working in all browsers.  That's pretty much it, clean or not, the expected outcome is #1 priority in as many browsers as possible.  This is why I have about 8 browsers that I work with to make sure it looks presentable and works the same in all 8 browsers.  This is a must have for every coder, IMO.

Hey live, nice to see you here :)

Cheers :)
Title: Re: What will SimpleDesk 1.0 feature?
Post by: Gruffen on January 21, 2010, 08:08:55 pm
Would you really expect us to be anything less than thorough, though? ;)
Title: Re: What will SimpleDesk 1.0 feature?
Post by: ѕησω on January 22, 2010, 05:11:41 am
From all the posts and screenshots, Simpledesk is looking better and better. I can't wait for it to be released.

we've talked about provisional dates for release to beta testing

Don't forget me :P
Title: Re: What will SimpleDesk 1.0 feature?
Post by: DrHouse on January 22, 2010, 12:51:27 pm
nice MOD, i hope the download is soon  ;)
Title: Re: What will SimpleDesk 1.0 feature?
Post by: [FailSafe] on January 22, 2010, 04:06:02 pm
nice MOD, i hope the download is soon  ;)

You're not the only one. ;)
Title: Re: What will SimpleDesk 1.0 feature?
Post by: live627 on January 22, 2010, 06:09:47 pm
Even though I have only seen the screenes in this topic, SD will be in development a looong time.
Title: Re: What will SimpleDesk 1.0 feature?
Post by: Gruffen on January 22, 2010, 07:24:11 pm
Of course. But on the same token our plans and roadmap were never about 1.0 being an uber release with a bazillion features. The idea when I set the roadmap was that 1.0 would be the minimal functional core, with a couple of nice-to-have features. Barely 3 weeks in, we're at 30%, and that figure will change soon.

The idea was to have quick, nimble releases, such that instead of glacial cycles like SMF has - between 1.1 and 2.0 - we were going to do incremental releases with each subsequent 1.x branch being a few new features. You can see the general plan of action on the project tracker if you look... ;)
Title: Re: What will SimpleDesk 1.0 feature?
Post by: Trekkie101 on January 24, 2010, 10:21:20 pm
Oh, worth noting, we're now at revision 100, great progress from the SD team :)
Title: Re: What will SimpleDesk 1.0 feature?
Post by: DrHouse on January 24, 2010, 10:56:32 pm
is available in spanish?
Title: Re: What will SimpleDesk 1.0 feature?
Post by: Gruffen on January 24, 2010, 11:00:39 pm
It will be if someone can/will translate it when it's closer to production status.
Title: Re: What will SimpleDesk 1.0 feature?
Post by: [FailSafe] on January 24, 2010, 11:02:28 pm
Oh, worth noting, we're now at revision 100, great progress from the SD team :)

Hey, great job! Congrats! :D
Title: Re: What will SimpleDesk 1.0 feature?
Post by: Achilles on January 24, 2010, 11:29:35 pm
Of course. But on the same token our plans and roadmap were never about 1.0 being an uber release with a bazillion features. The idea when I set the roadmap was that 1.0 would be the minimal functional core, with a couple of nice-to-have features. Barely 3 weeks in, we're at 30%, and that figure will change soon.

The idea was to have quick, nimble releases, such that instead of glacial cycles like SMF has - between 1.1 and 2.0 - we were going to do incremental releases with each subsequent 1.x branch being a few new features. You can see the general plan of action on the project tracker if you look... ;)

Nice, keep it up SD Team! :)
Title: Re: What will SimpleDesk 1.0 feature?
Post by: DrHouse on January 26, 2010, 11:42:25 am
It will be if someone can/will translate it when it's closer to production status.
if you want i can help, send me the text via PM (from SMF please :P )
Title: Re: What will SimpleDesk 1.0 feature?
Post by: cσσкιє мσηѕтєя on January 26, 2010, 01:25:23 pm
@DrHouse, there will be a tool available so you can quickly manage translations from here. Or you could do it like any other mod and edit the files manually and posts them in a board (Which will be set up once we're closer to a release). :)
Title: Re: What will SimpleDesk 1.0 feature?
Post by: Mick G. on February 06, 2010, 11:57:48 am
Great work team, and what a good collection of people it is :)

You hit it right there.  Ive been lurkin' around and im amazed of the people involved.