Support Revolution: setup and help

Follow the steps in Quick start.

Open Support > Departments. Adjust the installed multilingual departments, descriptions, active state and order. Open Support > Settings for the settings below. Save after changing them.

General

• Use Support Revolution as the shop's contact page. Default: on. Routes the shop contact page into the module contact form so submissions become tickets. Review this before enabling the module on a public shop.

• Ticket Prefix. Controls the prefix used in ticket references such as SR-000001; default: SR. Set it in Support -> Settings -> General.

• Auto-Close After. Automatically closes resolved tickets after this many inactive days; default: 14. Set to 0 to disable auto-closing.

• Max Attachment Size. Sets the maximum upload size per attachment in MB; default: 10.

• Allowed File Types. Sets the comma-separated list of allowed attachment extensions; default: jpg,jpeg,png,gif,pdf,doc,docx,xls,xlsx,txt,zip,rar.

• Default Department. Selects the department used when a ticket is created without a department value; default: 0.

• Allow Guest Tickets. Allows non-logged-in visitors to create support tickets; default: 1.

• Include in Sitemap. Adds knowledge base URLs through the gSitemapAppendUrls hook; default: 1.

• Article Author. Default: empty. Enter the name credited on knowledge base articles and their structured data. Empty credits the shop.

Changing Ticket Prefix affects newly generated references. For example, HELP gives references such as HELP-000001. Keep the expected reference in reply subjects so email ingestion can find the thread.

For a smaller attachment policy, set Max Attachment Size to 5 and Allowed File Types to jpg,jpeg,png,pdf,txt. Server upload and request limits also apply. Give the web server write access to upload/mprsupportrevolution/ (under the shop upload directory) for ticket attachments.

Email Notifications

• Support Email. Sets the support reply-to address and admin notification recipient; default: empty, which falls back to the shop email.
• Notify Admin on New Ticket. Sends an email to the support address when a new ticket is created; default: 1.
• Notify Admin on Customer Reply. Sends an email to the support address when a customer replies; default: 1.
• Notify Customer on New Ticket. Sends the customer ticket-created confirmation; default: 1.
• Notify Customer on Admin Reply. Sends an email to the customer when staff post a non-internal reply; default: 1.
• Notify Customer on Close. Sends an email to the customer when a ticket is closed; default: 1.

Use the shop's mail configuration to test delivery. Support Email supplies the reply-to address and support notification recipient, with shop-email fallback. The mail service uses templates in the module's mails/ directory. Variables passed by the relevant template can include {customer_name}, {ticket_reference}, {message} and {ticket_url}. Available variables depend on the email template.

IMAP Fetching

• Enable IMAP Fetching. Enables mailbox polling when the PHP IMAP extension is available; default: 0.
• IMAP Host. Sets the IMAP server hostname; default: empty.
• IMAP Port. Sets the IMAP server port; default: 993.
• Encryption. Sets the IMAP encryption mode; default: ssl. Accepted values are ssl, tls, and none.
• IMAP Username. Sets the IMAP login username; default: empty.
• IMAP Password. Sets the IMAP login password; default: empty. Leaving it empty while saving preserves the current stored password.
• IMAP Folder. Sets the mailbox folder to monitor; default: INBOX.
• Poll Interval. Default: 5 minutes. The shared scheduled task uses this value, with a minimum of one minute.
• Skip Auto-Replies and Bounces. Default: on. Saved preference; scheduled mailbox fetching does not skip automated mail using this setting.
• Honor Server Spam Verdict. Default: on. Saved preference; scheduled mailbox fetching does not skip messages marked as spam using this setting.
• Blocked Senders. Default: empty. Stores comma-separated email addresses or @domains; scheduled mailbox fetching does not apply this blocklist.
• Max Emails per Sender per Hour. Default: 10. Zero disables the limit; scheduled mailbox fetching does not apply it.

Enter a dedicated mailbox, for example host imap.example.com, port 993, Encryption ssl, username support@example.com and folder INBOX. Set the mailbox password and save. The password field preserves the stored password when you leave it blank.

Scheduled mailbox fetching requires the PHP IMAP extension and Enable IMAP Fetching. Without the extension, scheduled fetching stays disabled.

Only unread messages are processed. A matching reference such as [SR-000001] attaches the message to an existing ticket. Messages without a matching ticket create a ticket with source email. Incoming attachments are not imported. Scheduled fetching does not check whether the sender matches the ticket email and does not apply the sender filters above.

Open Support > Contact form. The submenu contains Dashboard, Forms, Fields, Submissions and Configuration. Installation creates a default form if one is missing. Select the correct shop, review its fields and submit it once from the storefront before using it as the public contact page.

Use Use Support Revolution as the shop's contact page in Support Settings to control contact-page ownership. Check the resulting submission in both Contact form > Submissions and Support > Tickets. Employee access to these controllers governs who can manage forms and view submissions.

Forms and Fields

In Forms, edit Internal Name, multilingual Form Title, Description, Success Message, Email Subject and GDPR Label. The factory creates Default Contact Form with the English title Contact us, a contact-message confirmation and a personal-data consent label. Translate and replace that text for your store.

New form model defaults are Send Admin Email on, Admin Email empty, Send Customer Confirmation on, Enable Honeypot on, Enable Time Check on, Min Submit Time 3 seconds, GDPR Checkbox on and Active on. Review them for each form. Support-created tickets use the support mail service and the notification switches in Support > Settings; generic contact-mail switches do not replace those ticket switches.

In Fields, choose Form, translate Label, Placeholder and Description, and set Field Name, Field Type, Required, Options, Position and Active. Use one option per line for a select field. The default form has required Full Name, Email Address, Subject and Message fields, with an optional Phone Number. Keep the internal subject and message names when you want those values mapped into the ticket subject and message. Other values are appended as labeled text.

Contact form Configuration

The shared contact package stores its settings separately from ticket settings. Open Contact form > Configuration and review:

Theme styles uses shared detected theme values. Its contact-specific defaults include Form spacing 20px, WhatsApp color #25D366 and the package's normal/raised card shadows. Adjust these after checking the rendered form.

Use Dashboard and Submissions to check contact activity and the ticket linked to a submission. Test a permitted message and a rejected submission after changing spam settings.

Module front cron URL

Copy the complete URL from the Cron Job panel in Support > Settings. It has this form:

https://your-shop.com/module/mprsupportrevolution/cron?token=YOUR_SUPPORT_CRON_TOKEN

This uses the module's CRON_TOKEN, generated as 32 hexadecimal characters during configuration installation. Regenerate Token invalidates the old URL, so update your scheduler afterwards.

The front controller runs IMAP polling, if allowed, and auto-closing whenever you call it. It does not apply the shared task intervals itself. For example, call it every five minutes if that is your chosen polling cadence. Auto-closing affects resolved tickets older than Auto-Close After; zero disables it.

Shared CLI runner

If you use the common MPR scheduler, its CLI entry point is:

php /var/www/html/modules/mprsupportrevolution/cron.php --token=YOUR_SHARED_MPR_CRON_TOKEN --max-tasks=20 --max-seconds=55 --context=cron

Replace the installation path and use the shared cron token from your MPR cron setup. This is different from the support URL token. The runner validates the global mprcron TOKEN value, generated as 64 hexadecimal characters when needed. It can execute due tasks across MPR modules using the shared scheduler.

The support tasks are IMAP polling at Poll Interval, resolved-ticket auto-close every 3600 seconds, and knowledge base cache-change checking every 300 seconds. A once-per-minute CLI invocation lets the scheduler honor those task intervals. Check the task results and errors after the first run.

Customers open My Tickets from their account. With the default routes, they can browse /my-support, create at /my-support/create and open /my-support/ticket/{id_ticket}. Use generated links for the shop and language prefix.

The creation form collects subject, department, message, optional attachments and GDPR consent. New tickets start with medium priority. Logged-in customers use account identity. Guests enter their name and email if Allow Guest Tickets is enabled. Guest ticket links include a private token. Preserve that complete link when checking guest access.

Open Support > Dashboard for counts, status summaries and recent messages. Use Support > Tickets to filter by reference, customer, email, status, priority, department, assignee, message count and dates. Open a ticket to reply, add an internal note, attach files, change status or priority, and assign an employee. Assigning an open ticket moves it to in_progress.

Statuses are open, in_progress, waiting, resolved and closed. Priorities are low, medium, high and urgent. There is no editor for adding custom status or priority values. Internal notes remain in the back office. Closed tickets do not show the customer reply form.

Give employees only the ticket and department permissions needed for their work. Test an internal note from a customer account to confirm it is hidden.

The module provides a public knowledge base with localized category and article routes, view tracking, helpful feedback, canonical/SEO output and sitemap contributions. There is no category or article editor in the module's admin menu. Publish content through your existing publishing workflow.

Typical routes are:

/knowledge-base
/knowledge-base/{category}
/knowledge-base/{category}/{article}

The base segment is taken from the localized CMS category with ID 5 when available. Fallback URL segments use the language ID: 1 knowledge-base, 2 wissensdatenbank, 3 base-de-connaissances, 4 baza-wiedzy, 5 base-di-conoscenza and 6 base-de-conocimientos. A different language-ID arrangement can therefore change which fallback appears. Follow generated links rather than assuming an ISO-to-slug mapping.

Article indexing follows the category's indexing setting. Articles 46 and 52 are always excluded from indexing. Indexable articles can emit article structured data. Include in Sitemap enables eligible URLs through gSitemapAppendUrls; a compatible sitemap generator must consume that hook.

1. Submit a test ticket as a customer and, if enabled, as a guest. Confirm the admin notification, customer confirmation and private guest link.
2. Reply from the back office. Confirm the customer email and thread. Add an internal note and check that it remains private.
3. Test a permitted attachment and an oversized or disallowed file. Check PHP upload limits if the permitted file fails.
4. Send an unread email with a test reference, call the chosen scheduler and check that it is handled once. If no email is fetched, check extension availability, credentials, folder, unread state and token.
5. Resolve a test ticket and check scheduler output for auto-close processing. Do not shorten a production inactivity setting merely to test old tickets.
6. Open existing knowledge base content in each language. Check route generation and sitemap eligibility separately from ticket pages.

If a cron URL returns Invalid token, copy it again from the correct panel. A support URL token does not authenticate the shared CLI runner. If the mailbox connects but a message stays outside the thread, check the reference prefix and unread state. If customer confirmation does not arrive, check Notify Customer on New Ticket, mail configuration and mail delivery logs.

Use these template override paths in your active theme:

themes/your-theme/modules/mprsupportrevolution/views/templates/front/ticket_create.tpl
themes/your-theme/modules/mprsupportrevolution/views/templates/front/ticket_view.tpl
themes/your-theme/modules/mprsupportrevolution/views/templates/front/tickets_list.tpl
themes/your-theme/modules/mprsupportrevolution/views/templates/hook/displayCustomerAccount.tpl

Put CSS in your theme's custom stylesheet. Load CSS through your theme's stylesheet settings. Useful selectors are #mprsupportrevolution-link, .mpr-support, .mpr-support__hero, .mpr-support__card, .mpr-support__status--open, .mpr-support__status--in_progress, .mpr-support__status--waiting, .mpr-support__status--resolved, .mpr-support__status--closed, .mpr-support__message--staff and .mpr-support__message--customer.

Disable the module in Module Manager to stop its storefront integration. Before uninstalling, back up tickets, messages, attachments, contact forms, submissions, knowledge base content and settings. Remove or update your cron jobs. Uninstall removes scheduled tasks, admin pages, configuration and module database tables. Stored attachment files remain after uninstall; review them separately after backing them up.