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-- --------------------------------------------------------
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(1, 9999, 1, 'Hesk quick start guide', '</p><div style="text-align:justify; padding-left: 10px; padding-right: 10px;">\r\n\r\n<h2 style="padding-left:0px">Welcome to Hesk, an excellent tool for improving your customer support!</h2>\r\n\r\n<h3>Below is a short guide to help you get started.</h3>\r\n\r\n<div class="main__content notice-flash ">\r\n<div class="notification orange">\r\nAn up-to-date and expanded guide is available at <a href="https://www.hesk.com/knowledgebase/?article=109" target="_blank">Hesk online Quick Start Guide</a>.</div>\r\n</div>\r\n\r\n \r\n\r\n<h3>» Step #1: Set up your profile</h3>\r\n\r\n<ol>\r\n<li>go to <a href="profile.php">Profile</a>,</li>\r\n<li>set your name and email address.</li>\r\n</ol>\r\n\r\n \r\n\r\n<h3>» Step #2: Configure Hesk</h3>\r\n\r\n<ol>\r\n<li>go to <a href="admin_settings_general.php">Settings</a>,</li>\r\n<li>for a quick start, modify these settings on the "General" tab:<br><br>\r\n<b>Website title</b> - enter the title of your main website (not your help desk),<br>\r\n<b>Website URL</b> - enter the URL of your main website,<br>\r\n<b>Webmaster email</b> - enter an alternative email address people can contact in case your Hesk database is down<br> \r\n</li>\r\n<li>you can come back to the settings page later and explore all the options. To view details about a setting, click the [?]</li>\r\n</ol>\r\n\r\n \r\n\r\n<h3>» Step #3: Add support categories</h3>\r\n\r\n<p>Go to <a href="manage_categories.php">Categories</a> to add support ticket categories.</p>\r\n<p>You cannot delete the default category, but you can rename it.</p>\r\n\r\n \r\n\r\n<h3>» Step #4: Add your support team members</h3>\r\n\r\n<p>Go to <a href="manage_users.php">Team</a> to create new support staff accounts.</p>\r\n<p>You can use two user types in Hesk:</p>\r\n<ul>\r\n<li><b>Administrators</b> who have full access to all Hesk features</li>\r\n<li><b>Staff</b> who you can restrict access to categories and features</li>\r\n</ul>\r\n\r\n \r\n\r\n<h3>» Step #5: Useful tools</h3>\r\n\r\n<p>You can do a lot in the <a href="banned_emails.php">Tools</a> section, for example:</p>\r\n<ul>\r\n<li>create custom ticket statuses,</li>\r\n<li>add custom input fields to the "Submit a ticket" form,</li>\r\n<li>make public announcements (Service messages),</li>\r\n<li>modify email templates,</li>\r\n<li>ban disruptive customers,</li>\r\n<li>and more.</li>\r\n</ul>\r\n\r\n \r\n\r\n<h3>» Step #6: Create a Knowledgebase</h3>\r\n\r\n<p>A Knowledgebase is a collection of articles, guides, and answers to frequently asked questions, usually organized in multiple categories.</p>\r\n<p>A clear and comprehensive knowledgebase can drastically reduce the number of support tickets you receive, thereby saving you significant time and effort in the long run.</p>\r\n<p>Go to <a href="manage_knowledgebase.php">Knowledgebase</a> to create categories and write articles for your knowledgebase.</p>\r\n\r\n \r\n\r\n<h3>» Step #7: Don''t repeat yourself</h3>\r\n\r\n<p>Sometimes several support tickets address the same issues - allowing you to use pre-written ("canned") responses.</p>\r\n<p>To compose canned responses, go to the <a href="manage_canned.php">Templates > Responses</a> page.</p>\r\n<p>Similarly, you can create <a href="manage_ticket_templates.php">Templates > Tickets</a> if your staff will be submitting support tickets on the client''s behalf, for example, from telephone conversations.</p>\r\n\r\n \r\n\r\n<h3>» Step #8: Secure your help desk</h3>\r\n\r\n<p>Make sure your help desk is as secure as possible by going through the <a href="https://www.hesk.com/knowledgebase/?article=82">Hesk security checklist</a>.</p>\r\n\r\n \r\n\r\n<h3>» Step #9: Stay updated</h3>\r\n\r\n<p>Hesk regularly receives improvements and bug fixes; make sure you know about them!</p>\r\n<ul>\r\n<li>for fast notifications, <a href="https://x.com/HESKdotCOM" rel="nofollow">follow Hesk on <b>X</b></a></li>\r\n<li>for email notifications, subscribe to our low-volume, zero-spam <a href="https://www.hesk.com/newsletter.php">newsletter</a></li>\r\n</ul>\r\n\r\n \r\n\r\n<h3>» Step #10: Look professional</h3>\r\n\r\n<p><a href="https://www.hesk.com/get/hesk3-license">Remove "Powered by" links</a> to support Hesk development and make it look more professional.</p>\r\n\r\n \r\n\r\n<h3>» Step #11: Too much hassle? Switch to Hesk Cloud for the ultimate experience</h3>\r\n\r\n<p>Experience the best of Hesk by moving your help desk into the Hesk Cloud:</p>\r\n<ul>\r\n<li>exclusive advanced modules,</li>\r\n<li>automated updates,</li>\r\n<li>free migration of your existing Hesk tickets and settings,</li>\r\n<li>we take care of maintenance, server setup and optimization, backups, and more!</li>\r\n</ul>\r\n\r\n<p> <br><a href="https://www.hesk.com/get/hesk3-cloud" class="btn btn--blue-border" style="text-decoration:none">Click here to learn more about Hesk Cloud</a></p>\r\n\r\n<p> </p>\r\n\r\n<p> </p>\r\n\r\n<p>Again, welcome to Hesk, and enjoy using it!</p>\r\n\r\n<p>Klemen Stirn<br>\r\nFounder<br>\r\n<a href="https://www.hesk.com">https://www.hesk.com</a></p>\r\n\r\n<p> </p>\r\n\r\n</div><p>', '[[regtime]]', '0', 9999);
-- --------------------------------------------------------
--
-- Table structure for table `[[dbprefix]]mfa_backup_codes`
--
CREATE TABLE `[[dbprefix]]mfa_backup_codes` (
`id` int(10) unsigned NOT NULL AUTO_INCREMENT,
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`user_id` smallint(5) unsigned NOT NULL,
`user_type` varchar(8) COLLATE utf8_unicode_ci NOT NULL DEFAULT 'STAFF',
`code` varchar(255) COLLATE utf8_unicode_ci NOT NULL,
PRIMARY KEY (`id`)
) ENGINE=MyISAM DEFAULT CHARSET=utf8 COLLATE=utf8_unicode_ci AUTO_INCREMENT=1 ;
-- --------------------------------------------------------
--
-- Table structure for table `[[dbprefix]]mfa_verification_tokens`
--
CREATE TABLE `[[dbprefix]]mfa_verification_tokens` (
`id` int(10) unsigned NOT NULL AUTO_INCREMENT,
`user_id` smallint(5) unsigned NOT NULL,
`user_type` varchar(8) COLLATE utf8_unicode_ci NOT NULL DEFAULT 'STAFF',
`verification_token` varchar(255) COLLATE utf8_unicode_ci NOT NULL,
`expires_at` timestamp NOT NULL DEFAULT '2000-01-01 05:00:00',
PRIMARY KEY (`id`),
KEY `user_id` (`user_id`),
KEY `verification_token` (`verification_token`)
) ENGINE=MyISAM DEFAULT CHARSET=utf8 COLLATE=utf8_unicode_ci AUTO_INCREMENT=1 ;
-- --------------------------------------------------------
--
-- Table structure for table `[[dbprefix]]notes`
--
CREATE TABLE `[[dbprefix]]notes` (
`id` mediumint(8) unsigned NOT NULL AUTO_INCREMENT,
`ticket` mediumint(8) unsigned NOT NULL,
`who` smallint(5) unsigned NOT NULL,
`dt` timestamp NOT NULL DEFAULT CURRENT_TIMESTAMP,
`message` mediumtext COLLATE utf8_unicode_ci NOT NULL,
`attachments` mediumtext COLLATE utf8_unicode_ci NOT NULL,
PRIMARY KEY (`id`),
KEY `ticketid` (`ticket`)
) ENGINE=MyISAM DEFAULT CHARSET=utf8 COLLATE=utf8_unicode_ci AUTO_INCREMENT=1 ;
-- --------------------------------------------------------
--
-- Table structure for table `[[dbprefix]]oauth_providers`
--
CREATE TABLE `[[dbprefix]]oauth_providers` (
`id` int(11) unsigned NOT NULL AUTO_INCREMENT,
`name` varchar(255) NOT NULL,
`authorization_url` text NOT NULL,
`token_url` text NOT NULL,
`client_id` text NOT NULL,
`client_secret` text NOT NULL,
`scope` text NOT NULL,
`no_val_ssl` tinyint(4) NOT NULL DEFAULT '0',
`verified` smallint(6) NOT NULL DEFAULT '0',
PRIMARY KEY (`id`)
) ENGINE=MyISAM DEFAULT CHARSET=utf8 AUTO_INCREMENT=1 ;
-- --------------------------------------------------------
--
-- Table structure for table `[[dbprefix]]oauth_tokens`
--
CREATE TABLE `[[dbprefix]]oauth_tokens` (
`id` int(11) unsigned NOT NULL AUTO_INCREMENT,
`provider_id` int(11) NOT NULL,
`token_value` text,
`token_type` varchar(32) NOT NULL,
`created` timestamp NOT NULL DEFAULT CURRENT_TIMESTAMP,
`expires` timestamp NULL DEFAULT NULL,
PRIMARY KEY (`id`)
) ENGINE=MyISAM DEFAULT CHARSET=utf8 AUTO_INCREMENT=1 ;
-- --------------------------------------------------------
--
-- Table structure for table `[[dbprefix]]online`
--
CREATE TABLE `[[dbprefix]]online` (
`id` int(10) unsigned NOT NULL AUTO_INCREMENT,
`user_id` smallint(5) unsigned NOT NULL,
`dt` timestamp NOT NULL DEFAULT CURRENT_TIMESTAMP ON UPDATE CURRENT_TIMESTAMP,
`tmp` int(11) unsigned NOT NULL DEFAULT '0',
PRIMARY KEY (`id`),
UNIQUE KEY `user_id` (`user_id`),
KEY `dt` (`dt`)
) ENGINE=MyISAM DEFAULT CHARSET=utf8 COLLATE=utf8_unicode_ci AUTO_INCREMENT=1 ;
-- --------------------------------------------------------
--
-- Table structure for table `[[dbprefix]]pending_customer_email_changes`
--
CREATE TABLE `[[dbprefix]]pending_customer_email_changes` (
`id` mediumint(8) unsigned NOT NULL AUTO_INCREMENT,
`customer_id` mediumint(8) unsigned NOT NULL,
`new_email` varchar(255) COLLATE utf8_unicode_ci DEFAULT NULL,
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`expires_at` timestamp NOT NULL DEFAULT '2000-01-01 05:00:00',
PRIMARY KEY (`id`),
KEY `email` (`new_email`)
) ENGINE=MyISAM DEFAULT CHARSET=utf8 COLLATE=utf8_unicode_ci AUTO_INCREMENT=1 ;
-- --------------------------------------------------------
--
-- Table structure for table `[[dbprefix]]pipe_loops`
--
CREATE TABLE `[[dbprefix]]pipe_loops` (
`id` int(10) unsigned NOT NULL AUTO_INCREMENT,
`email` varchar(255) COLLATE utf8_unicode_ci NOT NULL,
`hits` smallint(1) unsigned NOT NULL DEFAULT '0',
`message_hash` char(32) COLLATE utf8_unicode_ci NOT NULL,
`dt` timestamp NOT NULL DEFAULT CURRENT_TIMESTAMP,
PRIMARY KEY (`id`),
KEY `email` (`email`,`hits`)
) ENGINE=MyISAM DEFAULT CHARSET=utf8 COLLATE=utf8_unicode_ci AUTO_INCREMENT=1 ;
-- --------------------------------------------------------
--
-- Table structure for table `[[dbprefix]]pipe_rejections`
--
CREATE TABLE `[[dbprefix]]pipe_rejections` (
`id` int(10) unsigned NOT NULL AUTO_INCREMENT,
`timestamp` timestamp NOT NULL DEFAULT CURRENT_TIMESTAMP,
`email` varchar(255) COLLATE utf8_unicode_ci NOT NULL,
PRIMARY KEY (`id`),
KEY `email` (`email`)
) ENGINE=MyISAM DEFAULT CHARSET=utf8 COLLATE=utf8_unicode_ci AUTO_INCREMENT=1 ;
-- --------------------------------------------------------
--
-- Table structure for table `[[dbprefix]]replies`
--
CREATE TABLE `[[dbprefix]]replies` (
`id` mediumint(8) unsigned NOT NULL AUTO_INCREMENT,
`replyto` mediumint(8) unsigned NOT NULL DEFAULT '0',
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`message_html` mediumtext COLLATE utf8_unicode_ci,
`dt` timestamp NOT NULL DEFAULT CURRENT_TIMESTAMP,
`attachments` mediumtext COLLATE utf8_unicode_ci,
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`customer_id` mediumint(5) unsigned DEFAULT NULL,
`rating` enum('1','5') COLLATE utf8_unicode_ci DEFAULT NULL,
`read` enum('0','1') COLLATE utf8_unicode_ci NOT NULL DEFAULT '0',
`eid` varchar(100) COLLATE utf8_unicode_ci DEFAULT NULL,
PRIMARY KEY (`id`),
KEY `replyto` (`replyto`),
KEY `dt` (`dt`),
KEY `staffid` (`staffid`)
) ENGINE=MyISAM DEFAULT CHARSET=utf8 COLLATE=utf8_unicode_ci AUTO_INCREMENT=1 ;
-- --------------------------------------------------------
--
-- Table structure for table `[[dbprefix]]reply_drafts`
--
CREATE TABLE `[[dbprefix]]reply_drafts` (
`id` int(10) unsigned NOT NULL AUTO_INCREMENT,
`owner` smallint(5) unsigned NOT NULL,
`ticket` mediumint(8) unsigned NOT NULL,
`message` mediumtext CHARACTER SET utf8 NOT NULL,
`message_html` mediumtext CHARACTER SET utf8,
`dt` timestamp NOT NULL DEFAULT CURRENT_TIMESTAMP,
PRIMARY KEY (`id`),
KEY `owner` (`owner`),
KEY `ticket` (`ticket`)
) ENGINE=MyISAM DEFAULT CHARSET=utf8 COLLATE=utf8_unicode_ci AUTO_INCREMENT=1 ;
-- --------------------------------------------------------
--
-- Table structure for table `[[dbprefix]]reset_password`
--
CREATE TABLE `[[dbprefix]]reset_password` (
`id` mediumint(8) unsigned NOT NULL AUTO_INCREMENT,
`user` smallint(5) unsigned NOT NULL,
`hash` char(40) NOT NULL,
`ip` varchar(45) NOT NULL,
`dt` timestamp NOT NULL DEFAULT CURRENT_TIMESTAMP,
`user_type` varchar(8) NOT NULL DEFAULT 'STAFF',
PRIMARY KEY (`id`),
KEY `user` (`user`)
) ENGINE=MyISAM DEFAULT CHARSET=utf8 AUTO_INCREMENT=1 ;
-- --------------------------------------------------------
--
-- Table structure for table `[[dbprefix]]service_messages`
--
CREATE TABLE `[[dbprefix]]service_messages` (
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`author` smallint(5) unsigned NOT NULL,
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KEY `type` (`type`)
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-- --------------------------------------------------------
--
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--
CREATE TABLE `[[dbprefix]]std_replies` (
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-- --------------------------------------------------------
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`size` int(10) unsigned NOT NULL DEFAULT '0',
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PRIMARY KEY (`att_id`)
) ENGINE=MyISAM DEFAULT CHARSET=utf8 COLLATE=utf8_unicode_ci AUTO_INCREMENT=1 ;
-- --------------------------------------------------------
--
-- Table structure for table `[[dbprefix]]temp_attachments_limits`
--
CREATE TABLE `[[dbprefix]]temp_attachments_limits` (
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PRIMARY KEY (`ip`)
) ENGINE=MyISAM DEFAULT CHARSET=utf8 COLLATE=utf8_unicode_ci;
-- --------------------------------------------------------
--
-- Table structure for table `[[dbprefix]]tickets`
--
CREATE TABLE `[[dbprefix]]tickets` (
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-- --------------------------------------------------------
--
-- Table structure for table `[[dbprefix]]ticket_templates`
--
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`title` varchar(100) COLLATE utf8_unicode_ci NOT NULL DEFAULT '',
`message` mediumtext COLLATE utf8_unicode_ci NOT NULL,
`message_html` mediumtext COLLATE utf8_unicode_ci,
`tpl_order` smallint(5) unsigned NOT NULL DEFAULT '0',
PRIMARY KEY (`id`)
) ENGINE=MyISAM DEFAULT CHARSET=utf8 COLLATE=utf8_unicode_ci AUTO_INCREMENT=1 ;
-- --------------------------------------------------------
--
-- Table structure for table `[[dbprefix]]ticket_to_customer`
--
CREATE TABLE `[[dbprefix]]ticket_to_customer` (
`id` mediumint(8) unsigned NOT NULL AUTO_INCREMENT,
`ticket_id` mediumint(8) unsigned NOT NULL,
`customer_id` mediumint(8) unsigned NOT NULL,
`customer_type` varchar(9) COLLATE utf8_unicode_ci NOT NULL DEFAULT 'REQUESTER',
PRIMARY KEY (`id`),
KEY `ticket_id` (`ticket_id`),
KEY `customer_id` (`customer_id`)
) ENGINE=MyISAM DEFAULT CHARSET=utf8 COLLATE=utf8_unicode_ci AUTO_INCREMENT=1 ;
-- --------------------------------------------------------
--
-- Table structure for table `[[dbprefix]]users`
--
CREATE TABLE `[[dbprefix]]users` (
`id` smallint(5) unsigned NOT NULL AUTO_INCREMENT,
`user` varchar(255) COLLATE utf8_unicode_ci NOT NULL DEFAULT '',
`pass` varchar(255) COLLATE utf8_unicode_ci NOT NULL DEFAULT '',
`isadmin` enum('0','1') COLLATE utf8_unicode_ci NOT NULL DEFAULT '0',
`name` varchar(255) COLLATE utf8_unicode_ci NOT NULL DEFAULT '',
`email` varchar(255) COLLATE utf8_unicode_ci NOT NULL DEFAULT '',
`signature` varchar(1000) COLLATE utf8_unicode_ci NOT NULL DEFAULT '',
`language` varchar(50) COLLATE utf8_unicode_ci DEFAULT NULL,
`categories` varchar(500) COLLATE utf8_unicode_ci NOT NULL DEFAULT '',
`afterreply` enum('0','1','2') COLLATE utf8_unicode_ci NOT NULL DEFAULT '0',
`autostart` enum('0','1') COLLATE utf8_unicode_ci NOT NULL DEFAULT '1',
`autoreload` smallint(5) unsigned NOT NULL DEFAULT '0',
`notify_customer_new` enum('0','1') COLLATE utf8_unicode_ci NOT NULL DEFAULT '1',
`notify_customer_reply` enum('0','1') COLLATE utf8_unicode_ci NOT NULL DEFAULT '1',
`show_suggested` enum('0','1') COLLATE utf8_unicode_ci NOT NULL DEFAULT '1',
`notify_new_unassigned` enum('0','1') COLLATE utf8_unicode_ci NOT NULL DEFAULT '1',
`notify_new_my` enum('0','1') COLLATE utf8_unicode_ci NOT NULL DEFAULT '1',
`notify_reply_unassigned` enum('0','1') COLLATE utf8_unicode_ci NOT NULL DEFAULT '1',
`notify_reply_my` enum('0','1') COLLATE utf8_unicode_ci NOT NULL DEFAULT '1',
`notify_assigned` enum('0','1') COLLATE utf8_unicode_ci NOT NULL DEFAULT '1',
`notify_pm` enum('0','1') COLLATE utf8_unicode_ci NOT NULL DEFAULT '1',
`notify_note` enum('0','1') COLLATE utf8_unicode_ci NOT NULL DEFAULT '1',
`notify_overdue_unassigned` enum('0','1') COLLATE utf8_unicode_ci NOT NULL DEFAULT '1',
`notify_overdue_my` enum('0','1') COLLATE utf8_unicode_ci NOT NULL DEFAULT '1',
`notify_customer_approval` enum('0','1') COLLATE utf8_unicode_ci NOT NULL DEFAULT '0',
`default_list` varchar(1000) COLLATE utf8_unicode_ci NOT NULL DEFAULT '',
`autoassign` enum('0','1') COLLATE utf8_unicode_ci NOT NULL DEFAULT '1',
`heskprivileges` varchar(1000) COLLATE utf8_unicode_ci DEFAULT NULL,
`ratingneg` mediumint(8) unsigned NOT NULL DEFAULT '0',
`ratingpos` mediumint(8) unsigned NOT NULL DEFAULT '0',
`rating` float NOT NULL DEFAULT '0',
`replies` mediumint(8) unsigned NOT NULL DEFAULT '0',
`mfa_enrollment` smallint(5) unsigned NOT NULL DEFAULT '0',
`mfa_secret` varchar(255) COLLATE utf8_unicode_ci DEFAULT NULL,
PRIMARY KEY (`id`),
KEY `autoassign` (`autoassign`)
) ENGINE=MyISAM DEFAULT CHARSET=utf8 COLLATE=utf8_unicode_ci AUTO_INCREMENT=2 ;
--
-- Dumping data for table `[[dbprefix]]users`
--
INSERT INTO `[[dbprefix]]users` VALUES
(1, '[[admin_username]]', '[[admin_pass]]', '1', '[[admin_realname]]', '[[admin_email]]', '', NULL, '', '0', '1', 0, '1', '1', '1', '1', '1', '1', '1', '1', '1', '1', '1', '1', '0', '', '1', '', 0, 0, 0, 0, 0, NULL);
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