Welcome to django-helpdesk’s documentation!¶

django-helpdesk is a Django application to manage helpdesk tickets for your internal helpdesk. It was formerly known as Jutda Helpdesk.

Contents¶

Installation¶

django-helpdesk installation isn’t difficult, but it requires you have a bit of existing know-how about Django.

Prerequisites¶

Before getting started, ensure your system meets the following recommended dependencies:

Python 3.8+
Django 3.2 LTS

Ensure any extra Django modules you wish to use are compatible before continuing.

NOTE: Python 2.7 support was deprecated in django-helpdesk as of version 0.2.x and completely removed in version 0.3.0. Users that still need Python 2 support should remain on version 0.2.x.

Getting The Code¶

Installing using PIP¶

Try using pip install django-helpdesk. Go and have a beer to celebrate Python packaging.

Checkout `stable` from git (Cutting Edge)¶

If you’re planning on editing the code or just want to get whatever is the latest and greatest, you can clone the official Git repository with git clone git://github.com/django-helpdesk/django-helpdesk.git. We use the stable branch as our development branch for the next major release of django-helpdesk.

Copy the helpdesk folder into your PYTHONPATH.

I just want a .tar.gz!¶

You can download the latest PyPi package from http://pypi.python.org/pypi/django-helpdesk/

Download, extract, and drop helpdesk into your PYTHONPATH

Adding To Your Django Project¶

If you’re on a brand new Django installation, make sure you do a migrate before adding helpdesk to your INSTALLED_APPS. This will avoid errors with trying to create User settings.

Edit your settings.py file and add helpdesk to the INSTALLED_APPS setting. You also need django.contrib.admin in INSTALLED_APPS if you haven’t already added it. eg:

INSTALLED_APPS = (
    'django.contrib.auth',
    'django.contrib.contenttypes',
    'django.contrib.sessions',
    'django.contrib.sites',  # Required for determining domain url for use in emails
    'django.contrib.admin',  # Required for helpdesk admin/maintenance
    'django.contrib.humanize',  # Required for elapsed time formatting
    'bootstrap4form', # Required for nicer formatting of forms with the default templates
    'account',  # Required by pinax-teams
    'pinax.invitations',  # Required by pinax-teams
    'pinax.teams',  # Team support
    'reversion',  # Required by pinax-teams
    'rest_framework',  # required for the API
    'django_cleanup.apps.CleanupConfig',  # Remove this if you do NOT want to delete files on the file system when the associated record is deleted in the database
    'helpdesk',  # This is us!
)

Note: you do not need to use pinax-teams. To disable teams see the Working with teams and larger organizations section.

Your settings.py file should also define a SITE_ID that allows multiple projects to share a single database, and is required by django.contrib.sites in Django 1.9+. If you aren’t running multiple sites, you can simply add a default SITE_ID to settings.py:

SITE_ID = 1

Make sure django-helpdesk is accessible via urls.py. Add the following lines to urls.py:
```
from django.conf.urls import include
path('helpdesk/', include('helpdesk.urls')),
```
Note that you can change ‘helpdesk/’ to anything you like, such as ‘support/’ or ‘help/’. If you want django-helpdesk to be available at the root of your site (for example at http://support.mysite.tld/) then the path line will be as follows:
```
path('', include('helpdesk.urls', namespace='helpdesk')),
```
This line will have to come after any other lines in your urls.py such as those used by the Django admin.

Note that the helpdesk namespace is no longer required for Django 1.9+ and you can use a different namespace. However, it is recommended to use the default namespace name for clarity.
Create the required database tables.

Migrate using Django migrations:
```
python manage.py migrate helpdesk
```
Include your static files in your public web path:
```
python manage.py collectstatic
```
Inside your MEDIA_ROOT folder, inside the helpdesk folder, is a folder called attachments. Ensure your web server software can write to this folder - something like this should do the trick:
```
chown www-data:www-data attachments/
chmod 700 attachments
```
(substitute www-data for the user / group that your web server runs as, eg ‘apache’ or ‘httpd’)

If all else fails, you could ensure all users can write to it:
```
chmod 777 attachments/
```
But this is NOT recommended, especially if you’re on a shared server.
Ensure that your attachments folder has directory listings turned off, to ensure users don’t download files that they are not specifically linked to from their tickets.

If you are using Apache, put a .htaccess file in the attachments folder with the following content:
```
Options -Indexes
```
You will also have to make sure that .htaccess files aren’t being ignored.

Ideally, accessing http://MEDIA_URL/helpdesk/attachments/ will give you a 403 access denied error.
If you already have a view handling your logins, then great! If not, add the following to settings.py to get your Django installation to use the login view included in django-helpdesk:
```
LOGIN_URL = '/helpdesk/login/'
```
Alter the URL to suit your installation path.
Load initial e-mail templates, otherwise you will not be able to send e-mail:
```
python manage.py loaddata emailtemplate.json
```
If you intend on using local mail directories for processing email into tickets, be sure to create the mail directory before adding it to the queue in the Django administrator interface. The default mail directory is /var/lib/mail/helpdesk/. Ensure that the directory has appropriate permissions so that your Django/web server instance may read and write files from this directory.

Note that by default, any mail files placed in your local directory will be permanently deleted after being successfully processed. It is strongly recommended that you take further steps to save emails if you wish to retain backups.

Also, be aware that if a disk error occurs and the local file is not deleted, the mail may be processed multiple times and generate duplicate tickets until the file is removed. It is recommended to monitor log files for ERRORS when a file is unable to be deleted.

Upgrading from previous versions¶

If you are upgrading from a previous version of django-helpdesk that used migrations, get an up to date version of the code base (eg by using git pull or pip install --upgrade django-helpdesk) then migrate the database:

python manage.py migrate helpdesk --db-dry-run # DB untouched
python manage.py migrate helpdesk

Lastly, restart your web server software (eg Apache) or FastCGI instance, to ensure the latest changes are in use.

Unfortunately we are unable to assist if you are upgrading from a version of django-helpdesk prior to migrations (ie pre-2011).

You can continue to the ‘Initial Configuration’ area, if needed.

Notes on database backends¶

NOTE REGARDING SQLITE AND SEARCHING: If you use sqlite as your database, the search function will not work as effectively as it will with other databases due to its inability to do case-insensitive searches. It’s recommended that you use PostgreSQL or MySQL if possible. For more information, see this note in the Django documentation: http://docs.djangoproject.com/en/dev/ref/databases/#sqlite-string-matching

When you try to do a keyword search using sqlite, a message will be displayed to alert you to this shortcoming. There is no way around it, sorry.

NOTE REGARDING MySQL: If you use MySQL, with most default configurations you will receive an error when creating the database tables as we populate a number of default templates in languages other than English.

You must create the database the holds the django-helpdesk tables using the UTF-8 collation; see the MySQL manual for more information: http://dev.mysql.com/doc/refman/5.1/en/charset-database.html

You may be able to convert an existing MySQL database to use UTF-8 collation by using the following SQL commands:

ALTER DATABASE mydatabase CHARACTER SET utf8 COLLATE utf8_general_ci;
ALTER TABLE helpdesk_emailtemplate CONVERT TO CHARACTER SET utf8 COLLATE utf8_general_ci;

Both utf8_general_ci or utf16_general_ci have been reported to work.

If you do NOT do this step, and you only want to use English-language templates, you may be able to continue however you will receive a warning when running the ‘migrate’ commands.

Upgrading¶

Your django-helpdesk installation can be upgraded to the latest version using the release notes below.

Prerequisites¶

Please consult the Installation instructions for general instructions and tips. The tips below are based on modifications of the original installation instructions.

0.3 -> 0.4¶

Under INSTALLED_APPS, bootstrap4form needs to be replaced with bootstrap5form

0.2 -> 0.3¶

Under INSTALLED_APPS, bootstrapform needs to be replaced with bootstrap4form
Unless turning off pinax_teams, add the following to INSTALLED_APPS for pinax_teams: ` "account", "pinax.invitations", "pinax.teams", "reversion", `
If using send_templated_mail, then it now needs to be imported from helpdesk.templated_email

Configuration¶

IMPORTANT NOTE: Any tickets created via POP3 or IMAP mailboxes will DELETE the original e-mail from the mail server.

Before django-helpdesk will be much use, you need to do some basic configuration. Most of this is done via the Django admin screens.

Visit http://yoursite/admin/ and add a Helpdesk Queue. If you wish, enter your POP3 or IMAP server details.
Visit http://yoursite/helpdesk/ (or whatever path as defined in your urls.py)
If you wish to automatically create tickets from the contents of an e-mail inbox, set up a cronjob to run the management command on a regular basis. (Or use Celery, see below)

Don’t forget to set the relevant Django environment variables in your crontab:
```
*/5 * * * * /path/to/helpdesksite/manage.py get_email
```
This will run the e-mail import every 5 minutes

You will need to create a support queue, and associated login/host values, in the Django admin interface, in order for mail to be picked-up from the mail server and placed in the tickets table of your database. The values in the settings file alone, will not create the necessary values to trigger the get_email function.

If you wish to use celery instead of cron, you must add ‘django_celery_beat’ to INSTALLED_APPS and add a periodic celery task through the Django admin.

You will need to create a support queue, and associated login/host values, in the Django admin interface, in order for mail to be picked-up from the mail server and placed in the tickets table of your database. The values in the settings file alone, will not create the necessary values to trigger the get_email function.

If you wish to automatically escalate tickets based on their age, set up a cronjob to run the escalation command on a regular basis:
```
0 * * * * /path/to/helpdesksite/manage.py escalate_tickets
```
This will run the escalation process hourly, using the ‘Escalation Days’ setting for each queue to determine which tickets to escalate.
If you wish to exclude some days (eg, weekends) from escalation calculations, enter the dates manually via the Admin, or setup a cronjob to run a management command on a regular basis:
```
0 0 * * 0 /path/to/helpdesksite/manage.py create_escalation_exclusions --days saturday,sunday --escalate-verbosely
```
This will, on a weekly basis, create exclusions for the coming weekend.
Log in to your Django admin screen, and go to the ‘Sites’ module. If the site example.com is listed, click it and update the details so they are relevant for your website.
If you do not send mail directly from your web server (eg, you need to use an SMTP server) then edit your settings.py file so it contains your mail server details:
```
EMAIL_HOST = 'XXXXX'
EMAIL_HOST_USER = 'YYYYYY@ZZZZ.PPP'
EMAIL_HOST_PASSWORD = '123456'
```
If you wish to use SOCKS4/5 proxy with Helpdesk Queue email operations, install PySocks manually. Please note that mixing both SOCKS and non-SOCKS email sources for different queues is only supported under Python 2; on Python 3, SOCKS proxy support is all-or-nothing: either all queue email sources must use SOCKS or none may use it. If you need this functionality on Python 3 please let us know.

You’re now up and running! Happy ticketing.

Queue settings via admin interface¶

Locale¶

The Locale value must match the value in the locale column in the helpdesk_emailtemplate table if you wish to use those templates. For default installations/templates those values are cs, de, en, es, fi, fr, it, pl, ru and zh.

If you want to use a different Local then you will need to generate/edit the necessary templates (and set the value in the locale column) for those locales. This includes when using language variants, such as de-CH, en-GB or fr-CA for example.

E-Mail Check Interval¶

This setting does not trigger e-mail collection, it merely throttles it. In order to trigger e-mail collection you must run a crontab to trigger manage.py get_email. The setting in E-Mail Check Interval prevents your crontab from running the e-mail trigger more often than the interval set.

For example, setting E-Mail Check Interval to 5 will limit the collection of e-mail to once every five minutes, even if your crontab is firing every five seconds. If your cron job is set to fire once every hour, then e-mail will only be collected once every hour.

The cron job triggers the collection of e-mail, E-Mail Check Interval restricts how often the trigger is effective.

To remove this limit, set E-Mail Check Interval to 0.

Potential problems¶

There is potential for a timing clash to prevent triggering of mail collection if E-Mail Check Interval and your crontab interval are identical. Because the crontab runs fractionally before, or at exactly the same time as E-Mail Check Interval is run, if the timings for both are identical then every second call by the crontab will be ignored by E-Mail Check Interval because its interval has yet to expire.

The result is that if both crontab and E-Mail Check Interval are set to run at five minute intervals, then mail may actually only be collected every ten minutes. You will see the evidence of this in the helpdesk mail log, or in the logs of your mail server.

To avoid this problem set the crontab and E-Mail Check Interval to marginally different values (or set E-Mail Check Interval to 0). E-Mail Check Interval will only take an integer value, in minutes, so if you want a five minute interval between mail checks, then you will either have to set E-Mail Check Interval to 4 and the crontab interval to 300 seconds, or the E-Mail Check Interval to 5 and the crontab interval to 305 seconds.

The crontab interval overrides the E-Mail Check Interval, and resets the E-Mail Check Interval each time it fires, as long as the crontab interval is greater than E-Mail Check Interval.

Settings¶

First, django-helpdesk needs django.core.context_processors.request activated, so you must add it to the settings.py. Add the following:

TEMPLATES = [
    {
        'BACKEND': 'django.template.backends.django.DjangoTemplates',
        ...
        'OPTIONS': {
            ...
            'context_processors': (
                # Default ones first
                ...
                # The one django-helpdesk requires:
                "django.template.context_processors.request",
            ),
        },
    },
]

The following settings can be changed in your settings.py file to help change the way django-helpdesk operates. There are quite a few settings available to toggle functionality within django-helpdesk.

HELPDESK_DEFAULT_SETTINGS¶

django-helpdesk has a built in UserSettings entity with per-user options that they will want to configure themselves. When you create a new user, a set of options is automatically created for them which they can then change themselves.

If you want to override the default settings for your users, create HELPDESK_DEFAULT_SETTINGS as a dictionary in settings.py. The default is below:

HELPDESK_DEFAULT_SETTINGS = {
        'use_email_as_submitter': True,
        'email_on_ticket_assign': True,
        'email_on_ticket_change': True,
        'login_view_ticketlist': True,
        'tickets_per_page': 25
        }

Generic Options¶

These changes are visible throughout django-helpdesk

HELPDESK_REDIRECT_TO_LOGIN_BY_DEFAULT When a user visits “/”, should we redirect to the login page instead of the default homepage?

Default: HELPDESK_REDIRECT_TO_LOGIN_BY_DEFAULT = False
HELPDESK_KB_ENABLED show knowledgebase links?

Default: HELPDESK_KB_ENABLED = True
HELPDESK_NAVIGATION_ENABLED Show extended navigation by default, to all users, irrespective of staff status?

Default: HELPDESK_NAVIGATION_ENABLED = False
HELPDESK_TRANSLATE_TICKET_COMMENTS Show dropdown list of languages that ticket comments can be translated into via Google Translate?

Default: HELPDESK_TRANSLATE_TICKET_COMMENTS = False
HELPDESK_TRANSLATE_TICKET_COMMENTS_LANG List of languages to offer. If set to false, all default google translate languages will be shown.

Default: HELPDESK_TRANSLATE_TICKET_COMMENTS_LANG = ["en", "de", "fr", "it", "ru"]
HELPDESK_SHOW_CHANGE_PASSWORD Show link to ‘change password’ on ‘User Settings’ page?

Default: HELPDESK_SHOW_CHANGE_PASSWORD = False
HELPDESK_FOLLOWUP_MOD Allow user to override default layout for ‘followups’ (work in progress)

Default: HELPDESK_FOLLOWUP_MOD = False
HELPDESK_AUTO_SUBSCRIBE_ON_TICKET_RESPONSE Auto-subscribe user to ticket as a ‘CC’ if (s)he responds to a ticket?

Default: HELPDESK_AUTO_SUBSCRIBE_ON_TICKET_RESPONSE = False
HELPDESK_EMAIL_SUBJECT_TEMPLATE Subject template for templated emails. %(subject)s represents the subject wording from the email template (e.g. “(Closed)”). Warning: your subject template should always include a {{ ticket.ticket }} somewhere as many django-helpdesk features rely on the ticket ID in the subject line in order to correctly route mail to the corresponding ticket. If you leave out the ticket ID, your helpdesk may not work correctly!

Default: HELPDESK_EMAIL_SUBJECT_TEMPLATE = "{{ ticket.ticket }} {{ ticket.title|safe }} %(subject)s"
HELPDESK_EMAIL_FALLBACK_LOCALE Fallback locale for templated emails when queue locale not found

Default: HELPDESK_EMAIL_FALLBACK_LOCALE = "en"
HELPDESK_MAX_EMAIL_ATTACHMENT_SIZE Maximum size, in bytes, of file attachments that will be sent via email

Default: HELPDESK_MAX_EMAIL_ATTACHMENT_SIZE = 512000
QUEUE_EMAIL_BOX_UPDATE_ONLY Only process mail with a valid tracking ID; all other mail will be ignored instead of creating a new ticket.

Default: QUEUE_EMAIL_BOX_UPDATE_ONLY = False
HELPDESK_ANON_ACCESS_RAISES_404 If True, redirects user to a 404 page when attempting to reach ticket pages while not logged in, rather than redirecting to a login screen.

Default: HELPDESK_ANON_ACCESS_RAISES_404 = False
HELPDESK_ENABLE_DEPENDENCIES_ON_TICKET If False, disable the dependencies fields on ticket.

Default: HELPDESK_ENABLE_DEPENDENCIES_ON_TICKET = True
HELPDESK_ENABLE_TIME_SPENT_ON_TICKET If False, disable the time spent fields on ticket.

Default: HELPDESK_ENABLE_TIME_SPENT_ON_TICKET = True
HELPDESK_TICKETS_TIMELINE_ENABLED If False, remove from the dashboard the Timeline view for tickets.

Default: HELPDESK_TICKETS_TIMELINE_ENABLED = True

Options shown on public pages¶

These options only change display of items on public-facing pages, not staff pages.

HELPDESK_VIEW_A_TICKET_PUBLIC Show ‘View a Ticket’ section on public page?

Default: HELPDESK_VIEW_A_TICKET_PUBLIC = True
HELPDESK_SUBMIT_A_TICKET_PUBLIC Show ‘submit a ticket’ section & form on public page?

Default: HELPDESK_SUBMIT_A_TICKET_PUBLIC = True
HELPDESK_PUBLIC_TICKET_FORM_CLASS Define custom form class to show on public pages for anon users. You can use it for adding custom fields and validation, captcha and so on.

Default: HELPDESK_PUBLIC_TICKET_FORM_CLASS = "helpdesk.forms.PublicTicketForm"

Options for public ticket submission form¶

HELPDESK_PUBLIC_TICKET_QUEUE Sets the queue for tickets submitted through the public form. If defined, the matching form field will be hidden. This cannot be None but must be set to a valid queue slug.

Default: Not defined
HELPDESK_PUBLIC_TICKET_PRIORITY Sets the priority for tickets submitted through the public form. If defined, the matching form field will be hidden. Must be set to a valid integer priority.

Default: Not defined
HELPDESK_PUBLIC_TICKET_DUE_DATE Sets the due date for tickets submitted through the public form. If defined, the matching form field will be hidden. Set to None if you want to hide the form field but do not want to define a value.

Default: Not defined

Options that change ticket updates¶

HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE Allow non-staff users to interact with tickets? Set to True to allow any authenticated user to manage tickets. You can also apply a custom authorisation logic for identifying helpdesk staff members, by setting this to a callable. In that case, the value should be a function accepting the active user as a parameter and returning True if the user is considered helpdesk staff, e.g.

lambda u: u.is_authenticated() and u.is_active and u.groups.filter(name=’helpdesk_staff’).exists()))

Default: HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE = False
HELPDESK_SHOW_EDIT_BUTTON_FOLLOW_UP Show edit buttons in ticket follow ups?

Default: HELPDESK_SHOW_EDIT_BUTTON_FOLLOW_UP = True
HELPDESK_SHOW_DELETE_BUTTON_SUPERUSER_FOLLOW_UP Show delete buttons in ticket follow ups if user is ‘superuser’?

Default: HELPDESK_SHOW_DELETE_BUTTON_SUPERUSER_FOLLOW_UP = False
HELPDESK_UPDATE_PUBLIC_DEFAULT Make all updates public by default? This will hide the ‘is this update public’ checkbox.

Default: HELPDESK_UPDATE_PUBLIC_DEFAULT = False
HELPDESK_STAFF_ONLY_TICKET_OWNERS Only show staff users in ticket owner drop-downs?

Default: HELPDESK_STAFF_ONLY_TICKET_OWNERS = False
HELPDESK_STAFF_ONLY_TICKET_CC Only show staff users in ticket cc drop-down?

Default: HELPDESK_STAFF_ONLY_TICKET_CC = False

Staff Ticket Creation Settings¶

HELPDESK_CREATE_TICKET_HIDE_ASSIGNED_TO Hide the ‘assigned to’ / ‘Case owner’ field from the ‘create_ticket’ view? It’ll still show on the ticket detail/edit form.

Default: HELPDESK_CREATE_TICKET_HIDE_ASSIGNED_TO = False
HELPDESK_ACTIVATE_API_ENDPOINT Activate the API endpoint to manage tickets thanks to Django REST Framework. See the API section in documentation for more information.

Default: HELPDESK_ACTIVATE_API_ENDPOINT = False

Staff Ticket View Settings¶

HELPDESK_ENABLE_PER_QUEUE_STAFF_PERMISSION If True, logged in staff users only see queues and tickets to which they have specifically been granted access - this holds for the dashboard, ticket query, and ticket report views. User assignment is done through the standard django.admin.admin permissions. Note: Staff with access to admin interface will be able to see the full list of tickets, but won’t have access to details and could not modify them. This setting does not prevent staff users from creating tickets for all queues. Also, superuser accounts have full access to all queues, regardless of whatever queue memberships they have been granted.

Default: HELPDESK_ENABLE_PER_QUEUE_STAFF_PERMISSION = False

Default E-Mail Settings¶

The following settings default to None but can be set as defaults, rather than setting them per-queue.

QUEUE_EMAIL_BOX_TYPE
QUEUE_EMAIL_BOX_SSL
QUEUE_EMAIL_BOX_HOST``
QUEUE_EMAIL_BOX_USER
QUEUE_EMAIL_BOX_PASSWORD

Discontinued Settings¶

The following settings were defined in previous versions and are no longer supported.

HELPDESK_CUSTOM_WELCOME
HELDPESK_KB_ENABLED_STAFF Now always True
HELPDESK_NAVIGATION_STATS_ENABLED Now always True
HELPDESK_PREPEND_ORG_NAME Please customise your local helpdesk/base.html template if needed
HELPDESK_SHOW_DELETE_BUTTON_TICKET_TOP Button is always shown
HELPDESK_SHOW_EDIT_BUTTON_TICKET_TOP Button is always shown
HELPDESK_SHOW_HOLD_BUTTON_TICKET_TOP Button is always shown
HELPDESK_SHOW_KB_ON_HOMEPAGE KB categories are always shown on the homepage
HELPDESK_SUPPORT_PERSON Please customise your local helpdesk/attribution.html template if needed
HELPDESK_DASHBOARD_SHOW_DELETE_UNASSIGNED Button is always shown
HELPDESK_DASHBOARD_HIDE_EMPTY_QUEUES Empty queues are always hidden
HELPDESK_DASHBOARD_BASIC_TICKET_STATS Stats are always shown
HELPDESK_FOOTER_SHOW_API_LINK Link to API documentation is always shown. Edit your local helpdesk/base.html template if needed.
HELPDESK_FOOTER_SHOW_CHANGE_LANGUAGE_LINK Is never shown. Use your own template if required.
HELPDESK_ENABLE_PER_QUEUE_MEMBERSHIP Discontinued in favor of HELPDESK_ENABLE_PER_QUEUE_STAFF_PERMISSION.
HELPDESK_FULL_FIRST_MESSAGE_FROM_EMAIL Do not ignore fowarded and replied text from the email messages which create a new ticket; useful for cases when customer forwards some email (error from service or something) and wants support to see that
HELPDESK_ALWAYS_SAVE_INCOMING_EMAIL_MESSAGE Any incoming .eml message is saved and available, helps when customer spent some time doing fancy markup which has been corrupted during the email-to-ticket-comment translate process

Spam Filtering¶

django-helpdesk includes a copy of akismet.py by Michael Foord, which lets incoming ticket submissions be automatically checked against either the Akismet or TypePad Anti-Spam services.

To enable this functionality, sign up for an API key with one of these two services.

Akismet¶

Sign up at http://akismet.com/
Save your API key in settings.py as AKISMET_API_KEY

Note: Akismet is only free for personal use. Paid commercial accounts are available.

TypePad AntiSpam¶

Sign up at http://antispam.typepad.com/
Save your API key in settings.py as TYPEPAD_ANTISPAM_API_KEY

This service is free to use, within their terms and conditions.

If you have either of these settings enabled, the spam filtering will be done automatically. If you have both settings configured, TypePad will be used instead of Akismet.

Example¶

A sample configuration in settings.py may be:

TYPEPAD_ANTISPAM_API_KEY = 'abc123'

Custom Fields¶

django-helpdesk supports custom fields on the Ticket model. These fields are created by using the Django administration tool, and are shown on both the public and staff submission forms. You can use most Django field types including text, integer, boolean, and list.

The demo at http://django-helpdesk-demo.herokuapp.com contains an example of each type of custom field, including a mix of mandatory and optional fields.

Custom fields are relatively inefficient; you can search them, but this might degrade performance of your installation if you make use of custom fields. They can be useful for tracking extra information that your organisation needs but that isn’t supported out of the box.

API¶

A REST API (built with djangorestframework) is available in order to list, create, update and delete tickets from other tools thanks to HTTP requests.

If you wish to use it, you have to add this line in your settings:

HELPDESK_ACTIVATE_API_ENDPOINT = True

You must be authenticated to access the API, the URL endpoint is /api/tickets/. You can configure how you wish to authenticate to the API by customizing the DEFAULT_AUTHENTICATION_CLASSES key in the REST_FRAMEWORK setting (more information on this page : https://www.django-rest-framework.org/api-guide/authentication/)

GET¶

Accessing the endpoint /api/tickets/ with a GET request will return you the complete list of tickets with their followups and their attachment files.

Accessing the endpoint /api/tickets/<ticket-id> with a GET request will return you the data of the ticket you provided the ID.

POST¶

Accessing the endpoint /api/tickets/ with a POST request will let you create a new tickets.

You need to provide a JSON body with the following data :

queue: ID of the queue
title: the title (subject) of the ticket
description: the description of the ticket
resolution: an optional text for the resoltuion of the ticket
submitter_email: the email of the ticket submitter
assigned_to: ID of the ticket’s assigned user
status: integer corresponding to the status (OPEN=1, REOPENED=2, RESOLVED=3, CLOSED=4, DUPLICATE=5). It is OPEN by default.
on_hold: boolean to indicates if the ticket is on hold
priority: integer corresponding to different degrees of priority 1 to 5 (1 is Critical and 5 is Very Low)
due_date: date representation for when the ticket is due
merged_to: ID of the ticket to which it is merged

Note that status will automatically be set to OPEN. Also, some fields are not configurable during creation: resolution, on_hold and merged_to.

Moreover, if you created custom fields, you can add them into the body with the key custom_<custom-field-slug>.

Here is an example of a cURL request to create a ticket (using Basic authentication)

curl --location --request POST 'http://127.0.0.1:8000/api/tickets/' \
--header 'Authorization: Basic YWRtaW46YWRtaW4=' \
--header 'Content-Type: application/json' \
--data-raw '{"queue": 1, "title": "Test Ticket API", "description": "Test create ticket from API", "submitter_email": "test@mail.com", "priority": 4}'

Note that you can attach one file as attachment but in this case, you cannot use JSON for the request content type. Here is an example with form-data (curl default)

curl --location --request POST 'http://127.0.0.1:8000/api/tickets/' \
--header 'Authorization: Basic YWRtaW46YWRtaW4=' \
--form 'queue="1"' \
--form 'title="Test Ticket API with attachment"' \
--form 'description="Test create ticket from API avec attachment"' \
--form 'submitter_email="test@mail.com"' \
--form 'priority="2"' \
--form 'attachment=@"/C:/Users/benbb96/Documents/file.txt"'

Accessing the endpoint /api/followups/ with a POST request will let you create a new followup on a ticket.

This time, you can attach multiple files thanks to the attachments field. Here is an example

curl --location --request POST 'http://127.0.0.1:8000/api/followups/' \
--header 'Authorization: Basic YWRtaW46YWRtaW4=' \
--form 'ticket="44"' \
--form 'title="Test ticket answer"' \
--form 'comment="This answer contains multiple files as attachment."' \
--form 'attachments=@"/C:/Users/benbb96/Documents/doc.pdf"' \
--form 'attachments=@"/C:/Users/benbb96/Documents/image.png"'

Accessing the endpoint /api/users/ with a POST request will let you create a new user.

You need to provide a JSON body with the following data :

first_name: first name
last_name: last name
username: username
email: user email
password: user password

PUT¶

Accessing the endpoint /api/tickets/<ticket-id> with a PUT request will let you update the data of the ticket you provided the ID.

You must include all fields in the JSON body.

PATCH¶

Accessing the endpoint /api/tickets/<ticket-id> with a PATCH request will let you do a partial update of the data of the ticket you provided the ID.

You can include only the fields you need to update in the JSON body.

DELETE¶

Accessing the endpoint /api/tickets/<ticket-id> with a DELETE request will let you delete the ticket you provided the ID.

Integrating django-helpdesk into your application¶

Django-helpdesk associates an email address with each submitted ticket. If you integrate django-helpdesk directly into your django application, logged in users will automatically have their email address set when they visit the /tickets/submit/ form. If you wish to pre-fill fields in this form, you can do so simply by setting the following query parameters:

queue

title

body

submitter_email

custom_<custom-field-slug>

There is also a page under the url /tickets/submit_iframe/ with the same behavior.

Fields may be hidden by adding them to a comma separated _hide_fieds_ query parameter.

Here is an example url to get you started: http://localhost:8000/desk/tickets/submit_iframe/?queue=1&custom_dpnk-user=http://lol.cz;submitter_email=foo@bar.cz&title=lol&_hide_fields_=title,queue,submitter_email. This url sets the queue to 1, sets the custom field dpnk-url to http://lol.cz and submitter_email to lol@baz.cz and hides the title, queue, and submitter_email fields. Note that hidden fields should be set to a default.

Note that these fields will continue to be user-editable despite being pre-filled.

Working with teams and larger organizations¶

If you only have one or two people working on tickets, basic Queue setup is enough to get you going. You can now assign tickets to teams for better ticket filtering, reducing noise and improving organization efficiency.

Rather than assigning tickets to teams directly, django-helpdesk allows you assign tickets to knowledge-base items and then assign knowledge base items to teams.

Knowledge-base items can be in either public or private knowledge-base categories, so this organizational structure need not have any influence on the external appearance of your public helpdesk web portal.

You can visit the ‘Pinax Teams’ page in your django admin in order to create a team and add team members.

You can assign a knowledge-base item to a team on the Helpdesk admin page.

Once you have set up teams. Unassigned tickets which are associated with a knowledge-base item will only be shown on the dashboard to those users who are members of the team which is associated with that knowledge-base item.

Note: It is possible that pinax-teams will interfere with other packages that you already use in your project. If you do not wish to use team functionality, you can disable teams by setting the following settings: HELPDESK_TEAMS_MODEL to any random model, HELPDESK_TEAMS_MIGRATION_DEPENDENCIES to [], and HELPDESK_KBITEM_TEAM_GETTER to lambda _: None. You can also use a different library in place of pinax teams by setting those settings appropriately. HELPDESK_KBITEM_TEAM_GETTER should take a kbitem and return a team object with a name property and a method is_member(self, user) which returns true if user is a member of the team.

License¶

django-helpdesk is released under the terms of the BSD license. You must agree to these terms before installing or using django-helpdesk.:

Copyright (c) 2008, Ross Poulton (Trading as Jutda)
Copyright (c) 2008-2021, django-helpdesk contributors
All rights reserved.

Redistribution and use in source and binary forms, with or without modification,
are permitted provided that the following conditions are met:

    1. Redistributions of source code must retain the above copyright
       notice, this list of conditions and the following disclaimer.

    2. Redistributions in binary form must reproduce the above copyright
       notice, this list of conditions and the following disclaimer in the
       documentation and/or other materials provided with the distribution.

    3. Neither the name of Ross Poulton, Jutda, nor the names of any
       of its contributors may be used to endorse or promote products
       derived from this software without specific prior written permission.

THIS SOFTWARE IS PROVIDED BY THE COPYRIGHT HOLDERS AND CONTRIBUTORS "AS IS" AND
ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED
WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE
DISCLAIMED. IN NO EVENT SHALL THE COPYRIGHT HOLDER OR CONTRIBUTORS BE LIABLE
FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL
DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR
SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER
CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY,
OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE
OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.

EXCEPTIONS

This software is distributed with some third-party software which is not distributed under the above license. See LICENSE.3RDPARTY for further details.

django-helpdesk includes 3rd party software. The licenses for these applications are included below.

License for jQuery & jQuery UI¶

::

Permission is hereby granted, free of charge, to any person obtaining a copy of this software and associated documentation files (the “Software”), to deal in the Software without restriction, including without limitation the rights to use, copy, modify, merge, publish, distribute, sublicense, and/or sell copies of the Software, and to permit persons to whom the Software is furnished to do so, subject to the following conditions:

The above copyright notice and this permission notice shall be included in all copies or substantial portions of the Software.

THE SOFTWARE IS PROVIDED “AS IS”, WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE.

License for jQuery UI ‘Smoothness’ theme¶

::

/*

jQuery UI screen structure and presentation
This CSS file was generated by ThemeRoller, a Filament Group Project for jQuery UI
Author: Scott Jehl, scott@filamentgroup.com, http://www.filamentgroup.com
Visit ThemeRoller.com

*/

License for akismet.py¶

::

Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following conditions are met:

Redistributions of source code must retain the above copyright notice, this list of conditions and the following disclaimer.

Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution.

Neither the name of Michael Foord nor the name of Voidspace may be used to endorse or promote products derived from this software without specific prior written permission.

THIS SOFTWARE IS PROVIDED BY THE COPYRIGHT HOLDERS AND CONTRIBUTORS “AS IS” AND ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE COPYRIGHT OWNER OR CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.

License for jqPlot¶

::

Permission is hereby granted, free of charge, to any person obtaining a copy of this software and associated documentation files (the “Software”), to deal in the Software without restriction, including without limitation the rights to use, copy, modify, merge, publish, distribute, sublicense, and/or sell copies of the Software, and to permit persons to whom the Software is furnished to do so, subject to the following conditions:

The above copyright notice and this permission notice shall be included in all copies or substantial portions of the Software.

THE SOFTWARE IS PROVIDED “AS IS”, WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE.

License for StartBootstrap SB Admin v2.0 theme¶

The MIT License (MIT)

Copyright (c) 2013-2016 Blackrock Digital LLC.

Permission is hereby granted, free of charge, to any person obtaining a copy
of this software and associated documentation files (the "Software"), to deal
in the Software without restriction, including without limitation the rights
to use, copy, modify, merge, publish, distribute, sublicense, and/or sell
copies of the Software, and to permit persons to whom the Software is
furnished to do so, subject to the following conditions:

The above copyright notice and this permission notice shall be included in
all copies or substantial portions of the Software.

THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR
IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY,
FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE
AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER
LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM,
OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN
THE SOFTWARE.

License for Raphael¶

The MIT License

Copyright (c) 2008-2010 Dmitry Baranovskiy

Permission is hereby granted, free of charge, to any person obtaining a copy
of this software and associated documentation files (the "Software"), to deal
in the Software without restriction, including without limitation the rights
to use, copy, modify, merge, publish, distribute, sublicense, and/or sell
copies of the Software, and to permit persons to whom the Software is
furnished to do so, subject to the following conditions:

The above copyright notice and this permission notice shall be included in
all copies or substantial portions of the Software.

THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR
IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY,
FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE
AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER
LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM,
OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN
THE SOFTWARE.

License for Morris.js¶

Copyright (c) 2013, Olly Smith
All rights reserved.

Redistribution and use in source and binary forms, with or without
modification, are permitted provided that the following conditions are met:

1. Redistributions of source code must retain the above copyright notice, this
list of conditions and the following disclaimer.
2. Redistributions in binary form must reproduce the above copyright notice,
this list of conditions and the following disclaimer in the documentation
and/or other materials provided with the distribution.

THIS SOFTWARE IS PROVIDED BY THE COPYRIGHT HOLDERS AND CONTRIBUTORS "AS IS" AND
ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED
WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE
DISCLAIMED. IN NO EVENT SHALL THE COPYRIGHT OWNER OR CONTRIBUTORS BE LIABLE FOR
ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES
(INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES;
LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND
ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT
(INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS
SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.

License for DataTables¶

Copyright (C) 2008-2016, SpryMedia Ltd.

Permission is hereby granted, free of charge, to any person obtaining a copy of
this software and associated documentation files (the "Software"), to deal in
the Software without restriction, including without limitation the rights to
use, copy, modify, merge, publish, distribute, sublicense, and/or sell copies of
the Software, and to permit persons to whom the Software is furnished to do so,
subject to the following conditions:

The above copyright notice and this permission notice shall be included in all
copies or substantial portions of the Software.

THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR
IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS
FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE AUTHORS OR
COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER
IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN
CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE.

License for Flot¶

Copyright (c) 2007-2014 IOLA and Ole Laursen

Permission is hereby granted, free of charge, to any person
obtaining a copy of this software and associated documentation
files (the "Software"), to deal in the Software without
restriction, including without limitation the rights to use,
copy, modify, merge, publish, distribute, sublicense, and/or sell
copies of the Software, and to permit persons to whom the
Software is furnished to do so, subject to the following
conditions:

The above copyright notice and this permission notice shall be
included in all copies or substantial portions of the Software.

THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND,
EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES
OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND
NONINFRINGEMENT. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT
HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY,
WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING
FROM, OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR
OTHER DEALINGS IN THE SOFTWARE.

License for Metis Menu¶

Copyright (C) 2016, Osman Nuri Okumuş

Permission is hereby granted, free of charge, to any person obtaining a copy of
this software and associated documentation files (the "Software"), to deal in
the Software without restriction, including without limitation the rights to
use, copy, modify, merge, publish, distribute, sublicense, and/or sell copies of
the Software, and to permit persons to whom the Software is furnished to do so,
subject to the following conditions:

The above copyright notice and this permission notice shall be included in all
copies or substantial portions of the Software.

THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR
IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS
FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE AUTHORS OR
COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER
IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN
CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE.

License for Bootstrap CSS¶

Copyright (c) 2011-2016 Twitter, Inc.

Permission is hereby granted, free of charge, to any person obtaining a copy
of this software and associated documentation files (the "Software"), to deal
in the Software without restriction, including without limitation the rights
to use, copy, modify, merge, publish, distribute, sublicense, and/or sell
copies of the Software, and to permit persons to whom the Software is
furnished to do so, subject to the following conditions:

The above copyright notice and this permission notice shall be included in
all copies or substantial portions of the Software.

THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR
IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY,
FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE
AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER
LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM,
OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN
THE SOFTWARE.

License for Font Awesome¶

Font License

    Applies to all desktop and webfont files in the following directory:
    font-awesome/fonts/.
    License: SIL OFL 1.1
    URL: http://scripts.sil.org/OFL

Code License

    Applies to all CSS and LESS files in the following directories:
    font-awesome/css/, font-awesome/less/, and font-awesome/scss/.
    License: MIT License
    URL: http://opensource.org/licenses/mit-license.html

Documentation License

    Applies to all Font Awesome project files that are not a part of the Font or
    Code licenses.
    License: CC BY 3.0
    URL: http://creativecommons.org/licenses/by/3.0/

Brand Icons

    All brand icons are trademarks of their respective owners.
    The use of these trademarks does not indicate endorsement of the trademark
    holder by Font Awesome, nor vice versa.
    Brand icons should only be used to represent the company or product to which
    they refer.

How Does It Look?¶

You can see a demo installation at http://django-helpdesk-demo.herokuapp.com/

Quick Start¶

django-helpdesk is just a Django application with models, views, templates, and some media. If you’re comfortable with Django just try pip install django-helpdesk. If not, continue to read the Installation document.

Key Features¶

django-helpdesk has been designed for small businesses who need to receive, manage and respond to requests for help from customers. In this context ‘customers’ may be external users, or other people within your company.

Tickets can be opened via email
Multiple queues / categories of tickets
Integrated FAQ / knowledgebase
API to manage tickets

Customer-facing Capabilities¶

Customers (who are not ‘staff’ users in Django) can:

Browse your knowledgebase / FAQ
Submit support requests via web/email
Review open and closed requests they submitted

Staff Capabilities¶

If a user is a staff member, they get general helpdesk access, including:

See the ticket dashboard showing unassigned tickets and basic status of the helpdesk
Review the tickets assigned to them
Search through all tickets, open and closed
Save their searches for future use
Follow up or respond to tickets
Assign tickets to themselves or other staff members
Resolve tickets
Merge multiple tickets into one
Create, Read, Update and Delete tickets through a REST API

Optionally, their access to view tickets, both on the dashboard and through searches and reports, may be restricted by a list of queues to which they have been granted membership. Create and update permissions for individual tickets are not limited by this optional restriction.

Licensing¶

django-helpdesk is released under the BSD license, however it packages 3rd party applications which may be using a different license. More details can be found in the License documentation.

Welcome to django-helpdesk’s documentation!¶

Contents¶

Installation¶

Prerequisites¶

Getting The Code¶

Installing using PIP¶

Checkout stable from git (Cutting Edge)¶

I just want a .tar.gz!¶

Adding To Your Django Project¶

Upgrading from previous versions¶

Notes on database backends¶

Upgrading¶

Prerequisites¶

0.3 -> 0.4¶

0.2 -> 0.3¶

Configuration¶

Queue settings via admin interface¶

Locale¶

E-Mail Check Interval¶

Potential problems¶

Custom Navigation Header¶

Settings¶

HELPDESK_DEFAULT_SETTINGS¶

Generic Options¶

Options shown on public pages¶

Options for public ticket submission form¶

Options that change ticket updates¶

Staff Ticket Creation Settings¶

Staff Ticket View Settings¶

Default E-Mail Settings¶

Discontinued Settings¶

Spam Filtering¶

Akismet¶

TypePad AntiSpam¶

Example¶

Custom Fields¶

API¶

GET¶

POST¶

PUT¶

PATCH¶

DELETE¶

Integrating django-helpdesk into your application¶

Working with teams and larger organizations¶

License¶

License for jQuery & jQuery UI¶

License for jQuery UI ‘Smoothness’ theme¶

License for akismet.py¶

License for jqPlot¶

License for StartBootstrap SB Admin v2.0 theme¶

License for Raphael¶

License for Morris.js¶

License for DataTables¶

License for Flot¶

License for Metis Menu¶

License for Bootstrap CSS¶

License for Font Awesome¶

How Does It Look?¶

Quick Start¶

Key Features¶

Customer-facing Capabilities¶

Staff Capabilities¶

Licensing¶

Checkout `stable` from git (Cutting Edge)¶