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  1. DanielTulp
    Member
    Posted 2 years ago #

    First off, support is excellent, the owner truly tried to help me.

    I think the plugin is promising, and for other users probably quite useful, but I found that it lacked certain features that I need (creation of tickets by unregistered customers being the biggest). The plugin itself (admin and frontend) could use a polish to make it more user-friendly.

  2. firebird75
    Member
    Plugin Author

    Posted 2 years ago #

    How would you secure ticket area without user registration? A hash key system doesn't offer the same level of security as a combination of login/password with session cookies. This is why it isn't available in WATS.

    Setting the plugin is very simple thanks to the walkthrough setup guide on http://www.ticket-system.net. You have explanations for all options. And you have a lot of options available to suit 99% of the requirements.

    The submitter of the ticket doesn't get a notification for security reasons. This is to avoid SPAM. Anybody could come, use your email and submit a ticket. Then you would get 100 emails if they submit 100 tickets. Could be even worse than that and lead to host blacklisting. So this is purely security related here.

    As a manager, you can reply to tickets, edit them, close them, do anything with them...

    The system comes with a default template that works with default WP theme and then a powerfull engine that will allow to integrate smoothly with 90% of the themes. I am not sure if you have played with the options. There is no need for you to do the layout.

    I am surprised to see all the false statments. Would have been better to contact me first rather than shouting here with these kind of statments which are completely wrong or unappropriate...

  3. DanielTulp
    Member
    Posted 2 years ago #

    I can't seem to edit my review. Will try some things. Hold on.

    Why can I edit this post, and not my original one? Weird.

  4. DanielTulp
    Member
    Posted 2 years ago #

    Olivier,

    it was not my intention to upset you in any way. If I have, please consider my sincerest apologies. And I tried to change my 1 star rating, as the things the plugin does do are ok, but for some reason, WP.org won't let me.
    Edit: I figured out how to change it. Have done so.

    Of course if it turns out I was wrong, I will amend my failures and also my review on WP.org.

    As for your anwers to my points, I only just read them. Can we go through them one by one?

    How would you secure ticket area without user registration? A hash key system doesn't offer the same level of security as a combination of login/password with session cookies. This is why it isn't available in WATS.

    Just by sending the submitter an e-mail with a link to their ticket with perhaps a hash key, yes. It doens't need to be as secure as with a login and password. That would be overkill.

    Setting the plugin is very simple thanks to the walkthrough setup guide on http://www.ticket-system.net. You have explanations for all options. And you have a lot of options available to suit 99% of the requirements.

    Yes I did use this with the setup of the plugin, but still I found the setup overly complex. I understand that you wish to cater to the needs of as many users as possible, but this seems excessive to me (I needed an hour to go through all the settings).
    Perhaps a simple and advanced setup?
    And why do use a menu (a bit small in size) on the right hand side of the screen? Other plugins use a submenu in the admin menu (left hand side of wordpress dashboard) and perhaps tabs on the pages, which is much more intuitive. Perhaps that would be a good improvement.
    I did like the ajax bits everywhere. This made it more userfriendly then reloading the pages constantly would have been.

    The submitter of the ticket doesn't get a notification for security reasons. This is to avoid SPAM. Anybody could come, use your email and submit a ticket. Then you would get 100 emails if they submit 100 tickets. Could be even worse than that and lead to host blacklisting. So this is purely security related here.

    Captcha has and other spam protection methods have been around a long time. The confirmation e-mail is paramount in my opinion. This gives the user direct feedback, a link to their ticket and their ticket number for future reference in their e-mail.

    As a manager, you can reply to tickets, edit them, close them, do anything with them...

    I have not found a way to do this. I'm not using comments in my wordpress theme, but this should not effect the dashboard. When I open a ticket in the dashboard I only see the title, the text the customer send and the fields associated with the ticket (like product, status, author, etc.).

    The system comes with a default template that works with default WP theme and then a powerfull engine that will allow to integrate smoothly with 90% of the themes. I am not sure if you have played with the options. There is no need for you to do the layout.

    I now see that I need to copy files to my theme, a bit awkward, but I'll try it.
    Edit I tried it. Doens't help me at all, breaks my custom theme.

    I am surprised to see all the false statments. Would have been better to contact me first rather than shouting here with these kind of statments which are completely wrong or unappropriate...

    They are not meant as false statements to undermine your work or hurt you personally. I'm a good guy, really. Sorry if I caused you harm, I was just really disappointed.

  5. I can't seem to edit my review. Will try some things. Hold on.

    You should be able to at least edit the stars. Note: I've not tried it myself but that ought to work.

    Why can I edit this post, and not my original one? Weird.

    After 30 minutes (or 60, it's been a while) you cannot edit your posts anymore. Except the rating as above.

    Can we go through them one by one?

    And that reply by you is a good way to have a meaningful review and discourse. ;)

  6. DanielTulp
    Member
    Posted 2 years ago #

    Olivier an I discussed things through e-mail. I'm still not satisfied with the plugin so I'll use another.

    I was able to change the stars.

  7. firebird75
    Member
    Plugin Author

    Posted 2 years ago #

    Just one last clarification on first post. It is possible for non registered users to submit a ticket with WATS. It is just that then ticket visibility would have to be set to all visitors to allow users to view and update their tickets then if they aren't registered.

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