diff --git a/docs/handbook/infrastructure/communication/.nav.yml b/docs/handbook/infrastructure/communication/.nav.yml index b55b20c..84632a8 100644 --- a/docs/handbook/infrastructure/communication/.nav.yml +++ b/docs/handbook/infrastructure/communication/.nav.yml @@ -2,4 +2,5 @@ title: Communication nav: - index.md - mxroute.md + - freescout.md - voipms.md \ No newline at end of file diff --git a/docs/handbook/infrastructure/communication/freescout.md b/docs/handbook/infrastructure/communication/freescout.md new file mode 100644 index 0000000..e360ddf --- /dev/null +++ b/docs/handbook/infrastructure/communication/freescout.md @@ -0,0 +1,109 @@ +# FreeScout + +FreeScout is the super lightweight and powerful free open source help desk and shared inbox written in PHP (Laravel framework). It is a self hosted clone of HelpScout. + +## Quick Reference +**URL**: [:octicons-tab-external-16: tickets.starcatsys.net](https://tickets.starcatsys.net) +**Homepage**: [:octicons-link-external-16: freescout.net](https://freescout.net/) +**Hosting**: [:octicons-arrow-right-16: PikaPods](../servers_and_hosting/pikapods.md) :flag_eu: `EU` + +## Modules +We are using the following FreeScout modules to extend functionality. See the internal handbook for license keys. + +- [Mobile Notifications](https://freescout.net/module/mobile-notifications/) +- [Workflows](https://freescout.net/module/workflows/) +- [Ticket Number](https://freescout.net/module/ticket-number/) +- [API & Webhooks](https://freescout.net/module/api-webhooks/) +- [OAuth & Social Login](https://freescout.net/module/oauth-login/) +- [Discord Notifications](https://github.com/darktohka/FreescoutDiscordModule) (third-party) + +## Mailboxes +FreeScout is set up to monitor email mailboxes for the following groups: + +``` linenums="1" +StarCat Support +StarCat Billing +StarCat Security +StarCat Abuse Response +DocsHub Support +OpenHost Support +PostLine Support +SourceCamp Support +StageLink Support +``` + +## Templates +The following templates are used for mailbox signatures and auto-replies. Versions shown below are the raw HTML version, click on the :fontawesome-solid-code: button in the editor to switch to this view. + +### Signature +Automatically inserted at the end of an email reply: + +``` html linenums="1" +

– The {%mailbox.fromName%} Team
+``` + +### Auto Reply +#### Support + Billing +New emails to this mailbox will automatically receive this response: + +**Subject:** `Message Received – {%subject%}` + +``` html linenums="1" +
+
Hi there,
+

+
Thanks for reaching out! We’ve received your message and created a support ticket (#{%conversation.number%}). Our team will get back to you as soon as possible.
+

+
If you have anything else to add, just reply to this email -- it’ll go straight into the ticket.
+

+
Talk soon,
+
The {%mailbox.fromName%} Team
+
+``` + +#### Security +New emails to this mailbox will automatically receive this response: + +**Subject:** `Security Report Received – {%subject%}` + +``` html linenums="1" +
+
Hello,
+

+
Thank you for contacting us. We've received your message and created a ticket (#{%conversation.number%}) to track this issue. We will review your report and follow up with you as soon as possible.
+

+
If you have any additional information to share, please reply directly to this email -- it will be added to the ticket.
+

+
For secure communication, you can find our PGP key and related information here: View our PGP key
+

+
We appreciate your help in keeping our systems secure.
+

+
Best regards,
+
The {%mailbox.fromName%} Team
+
+``` + +#### Abuse +New emails to this mailbox will automatically receive this response: + +**Subject:** `Abuse Report Received – {%subject%}` + +``` html linenums="1" +
+
Hello,
+

+
Thank you for reaching out. We've received your report and created a ticket (#{%conversation.number%}) to investigate the issue. We take abuse and misuse of our services seriously, and we’ll review your message as soon as possible.
+

+
For a faster response, we encourage you to submit non-DMCA abuse reports through our abuse form here: Submit an abuse report
+

+
If you have any additional details, logs, or evidence to share, feel free to reply to this email -- it will be added directly to the ticket.
+

+
We appreciate your help in keeping our platform safe and responsible.
+

+
Best regards,
+
The {%mailbox.fromName%} Team
+
+``` + +## Additional Information +Please see the [:material-book-lock: FreeScout](https://internal-handbook.starcatsys.net/infrastructure_apps/communication/freescout/) page of the internal handbook for additional configuration and access information. \ No newline at end of file diff --git a/docs/handbook/infrastructure/servers_and_hosting/pikapods.md b/docs/handbook/infrastructure/servers_and_hosting/pikapods.md index 71c0ee6..f3bf329 100644 --- a/docs/handbook/infrastructure/servers_and_hosting/pikapods.md +++ b/docs/handbook/infrastructure/servers_and_hosting/pikapods.md @@ -6,8 +6,8 @@ ## Hosted Apps - [:octicons-arrow-right-16: Umami](../monitoring/umami.md) +- [FreeScout](../communication/freescout.md) - Listmonk (handbook page to be created) -- Freescout (handbook page to be created) ## Regions When it makes sense, host any new pods in the :flag_eu: `EU` region, as it places the pod closer to the majority of our services. For our USA hosted services, or in other special situations, pods can also be hosted in the :flag_us: `US` region.