# HESK™ PHP Help Desk Software

Version: 2.8.2 from 5th July 2018 Developed by: Klemen Stirn Help Desk Software HESK Free PHP Scripts | HESK documentation Step by step guide Quick guide Changelog

## HESK STEP BY STEP GUIDE

- Install HESK
- Upgrade from old HESK version
- Help & Support
- Email piping
- Customize HESK
  - Customize the look
  - Customize emails
  - Translate HESK to your language
- Misc...

## » Install HESK

Please take 5 minutes to read the installation instructions carefully and completely! This will ensure a proper and easy installation.

Before installing HESK you will need to obtain your MySQL database information, such as database name, database user and password. You need to get this information from your HOSTING COMPANY, HESK CANNOT help you find it.

TIP: For a small fee you can have HESK installed by the author himself, visit HESK installation service.

TIP: Want a hassle-free help desk working in minutes? Consider a remote help desk instead.

Installation steps:

1. Connect with FTP to the public folder of your server where the rest of your Web site is.

   TIP: The public folder is usually called "public_html", "www", "site" or "htdocs".

   TIP: Learn how to FTP files, read my simple FTP and CHMOD tutorial

2. Create a new folder where you will install HESK. Name it anything you like, for example "helpdesk" or "support".
   Example: /public_html/helpdesk
   Corresponding URL: http://www.example.com/helpdesk

3. Upload all HESK files to your server. PHP files must be transferred in ASCII mode and images in BINARY mode.

   TIP: Most FTP clients will select the proper transfer mode automatically so you needn't worry about this.

4. Open hesk/install in your browser, for example (modify to your URL):
   http://www.example.com/helpdesk/install

5. The HESK setup script will run. Click INSTALL HESK and follow instructions through 4 steps:

   - STEP 1: License agreement - read the HESK License agreement and confirm that you agree with the terms.
   - STEP 2: Check setup - the script will test your server to see if all required settings are correct and advise solutions to any problems.
   - STEP 3: Database settings - enter your MySQL database settings and the setup script will test them.
     You need to get correct MySQL database information from your hosting company!
   - STEP 4: Setup database tables - everything OK, the script will install MySQL tables.

6. Before closing the upgrade script DELETE the "install" directory from your server!

7. Well done, now it's time to setup your help desk! Click the Continue link in the install script or open the admin folder in your browser, for example:
   http://www.example.com/helpdesk/admin/

   TIP: HESK passwords are CaSe SeNSiTiVe ("ABCD" is not the same as "abcd") while usernames are not.

8. Click the Settings link in the top menu to get to the settings page (if not there already)

9. Take some time and get familiar with all the available settings. Most should be self-explanatory, for additional information about each setting click the [?] link for help about the current setting.

   Don't forget to click the Save changes button at the bottom of the settings page to save your settings!

10. Things to do next

    - Click the "Profile" link to set your name, e-mail, signature and password.

    - Add new categories (departments) on the "Categories" page. The default category cannot be deleted, but it can be renamed.

    - To create additional staff accounts visit the "Users" page. The default user (Administrator) cannot be deleted.

    - You can create canned responses on the "Canned" page. These are pre-written replies to common support questions.

    - To access and manage your knowledgebase click the "Knowledgebase" link.

      Knowledgebase is a collection of answers to frequently asked questions (FAQ) and articles which provide self-help resources to your customers. You can arrange articles into categories and sub categories.

      A comprehensive and well-written knowledgebase can drastically reduce the number of support tickets you receive and save a lot of your time.

11. Customers can submit tickets and browse knowledgebase by visiting the main HESK folder, for example:
    http://www.example.com/helpdesk

12. If you have problems/questions see the "HELP and Troubleshooting" section further down.

13. Support HESK development by purchasing a license

14. Good luck using HESK!

## » Upgrading from old versions

Please take 5 minutes to read the upgrade instructions carefully and completely! This will ensure a proper and easy upgrade.

Known upgrade issues

- HESK language may be reset to English if new text was added.
- Passwords may not work after upgrade from very old versions (reset password).
- If you purchased a license you may need to download a new license.

TIP: Perform the upgrade in low-traffic hours when your Web site receives the least amount of visits.

Your existing HESK files are contained in a single directory on your server. You will be replacing most of the contents of this directory with the contents of the folder you downloaded containing the new version of HESK.

Upgrade steps:

1. BACKUP YOUR EXISTING HESK DATABASE AND FILES
   ... or don't blame me if something goes wrong.

   TIP: Most hosting companies allow you to backup files and databases from the web hosting control panel. Contact your host if not sure how to do that.

2. Upload and place all of the new HESK files you downloaded into your existing HESK directory on your server EXCEPT these ones (do NOT upload these files):
   - hesk_settings.inc.php
   - header.txt
   - footer.txt

   Your HESK directory now contains the updated files you require for updating your copy of HESK.

   TIP: Images must be transferred to your server in binary mode and all other HESK files in ASCII mode. Most FTP clients will select the correct transfer mode automatically.

3. Open hesk/install in your browser, for example:
   http://www.example.com/helpdesk/install

4. HESK setup script will show up on the install URL. Click UPDATE HESK and follow instructions. The update consists of 4 steps:

   - STEP 1: License agreement - read the HESK License agreement and confirm that you agree with the terms.
   - STEP 2: Check setup - the script will test your server to see if all required settings are correct and advise solutions to any problems.
   - STEP 3: Database settings - check your MySQL database settings and the script will test them.
     The settings must be the same as with your old HESK installation
   - STEP 4: Update database tables - everything OK, the script will update existing MySQL tables.

5. Before closing the upgrade script, DELETE the "install" directory on your server!

6. Open admin panel (http://www.example.com/helpdesk/admin) and login with your username. If the password doesn't work anymore try reseting it.

7. Test HESK to make sure the upgrade was successful and everything works. You may need to modify your Help Desk title and Custom field settings if they are not displaying correctly.

8. If you are using Email piping, set "From:" email in your HESK settings to your email piping address, because HESK now allows customers to reply to tickets by replying to the notification email.

   If you own a HESK license you might need to download a new one.

   If not, consider supporting HESK by purchasing a license.

9. Good luck using HESK!

## » HELP and Troubleshooting

### 1. What is CHMOD and FTP?

I prepared a simple FTP and CHMOD tutorial that will help you FTP files to your server and set correct CHMOD settings.

### 2. I did CHMOD hesk_settings.inc.php and attachments folder, but I still get an error.

CHMOD doesn't work on all servers, Windows (IIS) servers, for example, don't understand CHMOD command. You need to make sure the Internet Guest Account (IUSR) has permission to modify, write and read the required files. Further instructions can be found HERE (username: php password: php).

In case you still can't get it to work, contact your hosting company and ask them to set modify/write/read permissions for file hesk_settings.inc.php and directory attachments.

### 3. The security image doesn't show up correctly.

For the image to work your server must have GD library installed. You can test if your server supports all the required functions; upload gd_test.php file to your server then open it in your browser. If you get an error or empty page when opening gd_test.php you should either ask your hosting company to install the GD library for PHP or disable the anti-SPAM image in the HESK admin panel under "Settings".

### 4. The installation (or upgrade) script doesn't move from the "License agreement" page.

You did check that you agree with the license agreement, didn't you? In that case your server probably has problems with PHP sessions. Download Session test files, upload them to your server and open session_test.php in your browser.

Click the CLICK HERE FOR PAGE 2 link. If you get "$_SESSION['test'] is set to:" FALSE contact your hosting company and ask them to check if PHP session are working normally. If you get TRUE instead of FALSE the problem is something else, try searching for help PHPJunkyard Support forum (username: php password: php).

### 5. I get an Your session has expired error when trying to login to admin panel.

Your server probably has problems with PHP sessions. Download Session test files, upload them to your server and open session_test.php in your browser.

Click the CLICK HERE FOR PAGE 2 link. If you get "$_SESSION['test'] is set to:" FALSE contact your hosting company and ask them to check if PHP session are working normally. If you get TRUE instead of FALSE the problem is something else, try searching for help PHPJunkyard Support forum (username: php password: php).

### 6. HESK doesn't send out ticket e-mails

Please see this knowledgebase article: HESK is not sending any mail

### 7. File uploads don't work.

For file uploads to work your server must have file.uploads enabled in the PHP configuration and the attachments folder must be writable by HESK. There are also other PHP settings that can limit file uploads, especially the size and number of attachments. Usually keeping the attachment size limit under 2 Mb (2048 Kb) works, but also try lower values, for example 0.5 Mb (512 Kb).

Important PHP settings for file uploads are upload_max_filesize, upload_tmp_dir, post_max_size and max_input_time directives in php.ini. If you are not sure what your settings are, you will need to contact your hosting company and ask them what file size limits should you use for file uploads.

### 8. What do statuses mean (New, Replied, Waiting Reply, Resolved, In Progress, On Hold)?

- New - newely created ticket with no replies yet.
- Waiting reply - this tickets waits for your reply.
- Replied - you have replied to this ticket, waiting for reply from other party.
- Resolved - the ticket has been resolved, no more replies necessary.
- In Progress - a special status that can be set by staff members if needed.
- On Hold - a special status that can be set by staff members if needed.

### 9. I am still having problems!

1. Visit HESK Knowledgebase

2. Search HESK Support forum (username: php password: php)

Since this script is free no support is guaranteed. If you can't get the script to work please go through this readme file again carefully and repeat the installation step-by-step (delete old files and folders from the server then try again).

## » Email piping

HESK supports email piping and POP3 fetching, two methods of creating tickets from incoming emails.

To enable email piping for your help desk follow this email piping tutorial.

To use POP3 fetching instead (might be easier) read setting up POP3 fetching.

## » Customize the look

- HTML code to be used throughout HESK may be pasted into header.txt and footer.txt files.

- HESK images are in the img folder.

- Style (CSS) code is in the hesk_style.css file.

- For detailed information please see this knowledgebase article.

## » Translate HESK to your language

Thanks to our users, who help translate HESK free of charge, multiple languages are available for HESK:

HESK language packs

## » Customize email messages

To customize email messages sent by HESK read Customize email templates.

## » More FREE PHP Scripts

Get more FREE PHP scripts here: PHP Scripts.

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