Uvdesk – An Open Source Free Helpdesk Ticketing System3 min read

Prabhin Prabharkaran Administrator
DevOps Engineer

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Introduction

UVdesk is a fully functional open-source web-based ticketing system built on famous technologies such as Symfony/PHP and backbone.javascript framework.

It’s a pack of amazing features for handling customer queries by using various incredible tools & tactics that saves time and agent workload.

Features

  • Translation Support (Multilingual)
  • Unlimited Agents, Group, Team, Customers, Tickets etc
  • Agent Privileges
  • No limit on the number of Mailbox/Email integration
  • Saved Replies for common queries
  • Filter based on ticket status, Id, agent, customer, etc
  • Block Spam
  • Standard automated workflows
  • Notes for agents
  • Custom branding
  • Change logo & favicon
  • Broadcasting message
  • Ticket Forwarding
  • Prepared Response
  • Email Notification
  • Effective search
  • User-Friendly Web Installer
  • Add multiple attachments
  • Powerful Knowledgebase/Faq (article, category & folder)
  • Ticket types, Multiple Tags
  • Email Templates

UVdesk Installation PrePrerequisites

Hardware Requirement

  • Processor: 1.60GHz or higher
  • RAM: 3GB or higher

Software Requirement

  • Ubuntu 16.04
  • PHP 7.2 or higher
  • Composer: 1.6.5 or higher
  • IMAP extension
  • MailParse extension
  • Server: Apache/Nginx
  • Database: MySQL

Install PHP Imap & Mailparse

UVdesk requires some PHP extension(Imap & Mailparse) for the installation. 

Mailparse Extension

Step 1: Run the below command:

For php7.2– apt-get install php7.2-mailparse

Or

For php7.3– apt-get install php7.3-mailparse

Or

pecl install mailparse

If all is done, go to the php 7.2 or7.3 directory and edit the php.ini file.

Now, add “extension=mailparse.so” in php.ini file(/etc/php/7.2 or 7.3/apache2/php.ini) of the php version you are using.

When you are finished editing your php.ini, you will need to restart your Apache server.

Step 2: Run the following command:

sudo service apache2 restart

IMAP EXTENSION

Step 1: Run the below command:

For php7.2- apt-get install php7.2-imap

Or

For php7.3 - apt-get install php7.3-imap

Check PHP version and Nginx by creating info.php file:

cd /var/www/html/

echo '<?php phpinfo(); ?>' > info.php

Open your web server URL in a Browser and visit the server IP address pointing to info.php

http://localhost/info.php

You will get all the information about the PHP configuration.

Create Database For UVdesk

Now, we will create a new database and MySQL user for UVdesk. Login to the MySQL with your MySQL root password.

Click on new button then enter the database name to create a new database as shown below:

Download And Configure UVdesk

Step 1: Use a composer to set up your project by running the following command from your terminal:

$ composer create-project uvdesk/community-skeleton helpdesk-project

Or

Download the zip archive by using below command:

$ wget "https://cdn.uvdesk.com/uvdesk/downloads/opensource/uvdesk-community-current-stable.zip" -P /var/www/

Step 2: Extract the file:

$ unzip -q /var/www/uvdesk-community-current-stable.zip -d /var/www/

Install UVdesk Using Web Installer Wizard

Step 1: Browse your installed helpdesk project and point it to the public folder

For example – http://domain/installed_folder/public/

Step 2: Click on let’s begin button to set up the project

Step 3: Evaluating System Requirement

Make sure you have installed all required extension, if not this will show an error in red mark.

Step 4: Click on proceed to configure database

Fill the database details such as server name, port name, user name, password and database name.

Note: Make sure your database password does not contain some special character(such as #$%@)

Step 5: Create a super admin account

Type admin name, email, and password for the super admin account.

Step 6: Website Configuration

Enter member and customer panel prefix here.

Step 7: Install Now

Click ‘Install Now‘ and wait a sec for the migration. Once it will be done you will get the Admin and Knowledgebase panel link.

7). Testing

UVdesk Open Source Helpdesk Customer/KnowledgeBase panel – http://domain/installed_folder/public/en/

Sign In as Customer – http://domain/installed_folder/public/customer/login

Sign In as Admin – http://domain/installed_folder/public/member/login

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