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Frequently Asked Questions:
 Admin Section
 How do I add Categories in the Helpdesk?
How do I add Subcategories in the Helpdesk? How do I write an article in the Answer Book? How do I view articles in the Answer Book? What is Helpdesk FAQ? How do I by-pass the Welcome Screen? Is it possible to delete the Sent Items that are created when a Rep creates a ticket on behalf of a client? There is no impact on the application if changes are made in Settings->Configure Your Helpdesk->Enable/Disable Functionalities->Show/modify Rep Section functionality. Asset Manager  Why I am not able to create Asset Type?
When you create an Asset type in the back end database a new database table is created and the Attri... Auto Responders auto responders
The response that is sent to the user is the autoresponder which has to be configured by you. Plea... Is it possible to included last entry in the Ticket when the email notification gets sent out? Yes it is possible to included last reply in the Ticket. You can do the same by putting "$Response" ... Mail send against Forgot Password option does not contain customer's password?
In order to enable the client to receive the username and password in his email, go to
... Contacts Searchable Address Book
The Searchable field is a field which we have captured in address Book for fields to be availaible... What is Add Global URL? Add Global URL is feature where you can send any attribute of your address book to a third party scr... I am unable to add Client/Rep? Whenever you delete a client/rep from the Helpdesk, it is not permanently deleted but It ... I am trying to modify and add another rep in my control panel and it says I have exceeded the license. I only have 3 in there and I really have a 4-license pack? Please clean (delete) the deleted representatives from “Trash".... Email Why ticket opens everytime customer replies to autoresponders ?
If a customer replies to the fixed or closed autoresponder the status of the ticket changes ... Download email engine The Workflow of e11 Email Engine is as follows :-
The Email Accounts that we usually add to the e... Support Mail account Feature
Support Mail account Feature
It discards mails from email accounts that are not in ... Fatal error: Allowed memory size of 8388608 bytes exhausted... In your php.ini file , you have a line which reads as :memory_limit = 8M .This is the maximum ... The from field in inbox
Hello Premila,
Make sure that all your clients in the client profile page have their first na... Problem with the email downloads functionality. I have the Job scheduler for download email as well. This problem normally appears at the time upgrading the application. The automatic download email pa... Reports I am trying to take a Summary Report based on category based on a date range but the count of the category summary report and rep wise summary report for same date range does not match. There is a slight difference in Rep wise and Category wise report generation. In rep wise ticket gen... Self Help The faq page has been already appears to the client but today when I logged in as a client then the faq page appears as a blank page. So what is the problem? Please give the full rights on the complied templates folder under the application folder. Apart for... Tickets Management Close Ticket
These are the ways ticket can be closed
By Client. At Any Stage if the client who has created ... What is Priority of Tickets? Priority means the nature or relevance or importance of the ticket. That is, at which extent this ti... I delete all the tickets in the admin section but they are still visible from the client section? Once the ticket has been deleted from the Inbox, it is not permanantly deleted from the Helpdesk App... Ticket updation
Hello Tom,
Please find my comments inline.CLIENT: ncsltd1. How do i configure the status of ticke... Triggers Lead Tracker
Lead Tracker is a feature using which you can schedule mailers and change group of new clients aft... Contact Where is Value One located? What is your mailing address? What is your fax number? General Information What is e11 Helpdesk / demo / ? What Platforms will the e11 work on? I have made an account, how do I take the demo? Information What is a Ticket? Client Account Renewal I have forgot my Password? What to do now? How will helpdesk application create tickets from emails? Admin Section what is admin section used for? This interface is meant for Administrator, Managers, Employees, Technicians, and Representatives of ... Client Section What is the Client section about:
Through this interface your customers can perform a number of actions like self help, trouble tick... Public Selfhelp What is the public self help?
Self Service or Automated FAQ Section will become integral part of your support site. Through self... Installation Client Account Renewal What is the reason of displaying “Address Book Empty or LDAP server not functional /LDAP support not functional in PHP”? Which of the attributes of active directory should be mapped with Mysql (Mysql does the database which you use means either mysql or mssql or oracle or Postgres) fields. Importing client records but application shows that zero record inserted and zero record modified while there is a list of records and there is no record under client profile There is no impact on the application if changes are made in Settings->Configure Your Helpdesk->Enable/Disable Functionalities->Show/modify Rep Section functionality. Database Database connection problem or Problem during login
If by accessing client/admin section, you receive the attached message then there might be fe... e11 Setup License file missing message
In case you receive the attached message then either the license.php file is not placed under... Why blank page comes up
It infers that the necessary extensions are not enables in php.ini. Please refer installation manu... The web page does not open, the browser infers that it is opening but it does not open ever.
If you have enabled few extensions in php.ini but there supportive extensions are not available th... License file expiry error
The license file expiry fatal error indicates that the license file has expired. We suggest contac... How can we set the index.php file as default web page?
We use index.php file as the default web page option so that you do not have to manually type this... Upgrades Emails can’t get the imported automatically after upgrading the application. The automatic download email path might have been incorrectly defined in the Scheduled Tas... Productinfo What are the products? What all modules e11 helpdesk have? How does knowledge management work? Do you support attachments? Do you have an ASP offer? Do you have online customer support software? What is the difference between enterprise and standard version? Can you give me a demo? Can i get a source code? What are your add on services? Who are your customers? Pricing Cost Is there any discounts for growing business or small business or SOHO?
e11 is committed to develop world class solutions and make them available to small busines... What are your academic prices? Is there any difference between normal and academic version? e11 helpdesk development involved academicians, developers and students. As a respect to the great u... What are your licensing policy? How many users can use the system? There are no restrictions in number of users using e11. Use of e11 is bound by following rules and r... How much does it cost?
Whether you are 1 person in your organization or you represent a large organization, we ha... System Requirement What are the system requirements? Which databases does e11 helpdesk support? I use Windows Server, will e11 helpdesk can be installed on it? Do you have MSSQL version available? Which of the php versions are supported by e11 helpdesk application? And what is the recommended version? Does your application support MySQL 5.0? Is your application cross browser complient?
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