(C) 2019 - 2023 by Daniel Brendel

Version: 1.0
Contact: dbrendel1988(at)gmail(dot)com
GitHub: https://github.com/danielbrendel

Released under the MIT license

HelpRealm is a lightweight SaaS service support system for customers of entities. Customers can create support requests via a personal workspace contact form, specifying text content and attachments, or via E-Mail. For each support request there is a ticket created which is then handled by a registered agent. Tickets can be routed into different groups where initial tickets are routed to a defined index group. Superadmins can manage agents, groups, FAQ and system settings. Customers and agents get notified about ticket events by e-mail. Communication is possible via e-mail or a secret ticket thread form. There is also the possibility to create tickets via API. The support system is especially suitable for freelancers and small teams.

• Tickets
  • Create tickets
  • List tickets
  • Manage tickets
  • Different types and priorities
  • Different ticket status
  • Ticket notes
  • Ticket attachments
• Groups
  • Manage groups
  • Route tickets through groups
• Agents
  • Manage agents
  • Manage superadmins
• Customer infos
• Dashboard
• FAQ
• Multi-language
• Login management
• Gravatar support
• E-Mail notifications
• E-Mail replies
• E-Mail tickets
• Friendly installer
• Security (Protection against XSS, SQL Injection, CSRF, Spam)
• Responsive layout
• SaaS solution
• API Endpoint
• Endpoint for client apps
• Stripe payment
• Ajax requests
• Documentation

The documentation is located in the /doc directory. A generated PDF needs to be put to /public/data/documentation.pdf

The product is being developed with the following engine versions:

• PHP ^7.4|^8.0
• MySQL 10.4.11-MariaDB
• Default PHP extensions

Before running tests the .env.testing must be adjusted to match the test data of the database. Therefore the DATA_* environment variables must be adjusted. Then open the command prompt, go to the project root and run PHPUnit. The following variables must be adjusted:

• DATA_USERID: ID of a test user
• DATA_WORKSPACE: ID of a test workspace
• DATA_WORKSPACENAME: Namehash of that workspace
• DATA_WORKSPACEAPITOKEN: API token for the API endpoint
• DATA_GROUPID: ID of a test group
• DATA_GROUPNAME: Name of the test group
• DATA_TICKETID: Ticket ID of a test ticket
• DATA_TICKETHASH: Ticket hash of that test ticket
• DATA_TICKETSUBJECT: Ticket subject of that test ticket
• DATA_TICKETTEXT: Ticket text of that test ticket
• DATA_TICKETFILE: ID of a ticket file
• DATA_USEREMAIL: E-Mail address of a test user
• DATA_USERPW: Password of that test user
• DATA_FAQID: ID of a workspace FAQ item
• DATA_INIFILESIZE: Byte size of upload_max_filesize in php.ini
• DATA_TICKETTYPEEXISTING: ID of an existing ticket type
• DATA_TICKETTYPEEXISTINGNAME: Name of the existing ticket type
• DATA_TICKETTYPENONEXISTING: ID of a non-existing ticket type

Agents and customers can post to a ticket thread by replying to the notification emails. In order for this to work the environment variables MAILSERV_* must be set. Also a cronjob must be activated on the server system which calls /mailservice/{what}/{password} (any request type). 'what' refers to either 'self' (to handle the mailbox associated with the host support) or 'custom' (to handle all custom mailboxes of workspaces that use a custom mailbox). The password must match the one specified in the MAILSERV_CRONPW variable.

By setting the TWITTER_* environment variables to the news account it will fetch tweets from the Twitter timeline.