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Layer's Abuse Manager Pro - your views and suggestions!
Hello!
This is not an offer, the product is not available for the public yet - only a couple of web hosts are using it currently in a closed beta before public release.
I appreciate your criticism, views, and suggestions. After all, it will help a lot of people out there. This is not limited to hosts only, end users can also comment and tell us what they think they like, and what they dont 
!
Abuse Manager Pro (AMP) is a WHMCS addon that helps admins with the daily chores of abuse reports, and followups and turns their lives into a walk in the park!
Although many people use support tickets, that method requires a lot of work and many different methods to help streamline the process. With AWP, everything is within the module and there is no need to use multiple pages, and applications no more with a traditional messy set up.
The system allows you to receive abuse reports from 3rd parties, either by emails (using a pipe) or by a public facing report abuse page. As well as that, you can create abuse reports of your own.
When an abuse report is submitted by 3rd parties (public facing page or via the email pipe), it goes into a queue and awaits your moderation and then you can assign it to a customer if you see fit. Queued abuse reports also try to help you by showing you which customer and service the abuse report could be linked to.
Admins can have conversations with clients, and vice versa - all in favor of reaching a solution and ultimately closing/resolving the abuse report.
Admins have the ability of not suspending the service that relates to the abuse report, or suspend it immediately, or suspend it after a certain time limit passes. They also have the option to allow a custom to unsuspend themselves if required.
To understand the module better, please have a look at the screenshots, as well as the different feature sets for admins, public users, and registered users below.
Proud to say that Ajax is supported, and no template modifications are required at all!
===== Admin Features ===== * Abuse Dashboard that shows you quick statistics and important information * Admin Widget on WHMCS admin home page which shows abuse reports that require your attention * Filter records using a filter on top of open, closed, queued abuse reports pages to quickly find what you are looking for * Quick links to client's details and service from within reports and from open, closed, and queued report pages * Ability to create a new abuse report using ajax to quickly select a customer, their product, and IP address * Ability to set the service in question to either not suspend, suspend immediately, or suspend after a time limit * Ability to allow the client to unsuspend their service on their own * Ability to view, close, reopen, and delete - open and closed abuse reports * Ability to assign to client, and delete - queued abuse reports (from 3rd parties) * Ability to see suggestions on which customer and service the queued abuse report might belong to * Ability to see details of abuse report from within an abuse report * Ability to start a conversation with the client from within open abuse reports * Ability to see a read-only abuse report, when an abuse report is closed * Ability to see the imported email body or abuse report from 3rd parties from within queued abuse reports * Ability to lock down client area if a customer has any open abuse reports * Ability to set a maximum amount of open abuse reports before a customer is flagged on admin side * Ability to specify amount of time before a service is automatically suspended (only if report is set to suspend a service after a time limit) * Ability to lift the automatic suspension, before the service is suspended from within an open abuse report * Ability to create as many different abuse categories as you see fit * Multiple staff can work on the same abuse report * reCaptcha Support * gravatar Support in admin replies * Custom email templates which are sent to staff and customers, which can also be edited and include merge fields ===== Public Features ===== * Report Abuse link in top navigation bar (automatically shown), which is a public facing abuse report page, which allows 3rd parties to send you abuse reports easily * reCaptcha Support to avoid spam ===== Customer Features ===== * Resolution Center link in top navigation bar (automatically shown), which shows a customer all their abuse reports - open and closed, with the ability to view both * Report details show vital information to the customer, including the service in question, the IP, date of incident, the category of the abuse report, as well as the abuse report it self. * Ability to view a read-only abuse report if an abuse report is set as closed * Ability to start a conversation with staff from within open abuse reports * Ability to self unsuspend a service (if enabled for a customer on abuse report creation or assigning) * gravatar Support in client replies
Screenshots
http://layer.ae/wiki/doku.php?id=amp:home
Thanks!
R.
Comments
It looks pretty awesome, something like this has been long overdue..
Good job!
This could make life a lot easier for me.
Does the suggestions search both assigned IPs and dedicated IP fields? If I put a subnet in either of those fields will it still be able to suggest. (say I put something like 192.168.0.0/24 in the assigned IPs field)
Can it merge multiple abuse reports into one? Since some abuse report senders send like 50 for similar incidents all at once.
In queued abuse reports, if you assign those - it will try to make suggestions based on IPs that are in the submitted reports (either that came in via PIPE or via public facing page). It searches for that specific IP, and grabs the service it is linked to, and the customer.
So based on an IP, it tries to give you the customer and the product.
No, although we are soon going to open a feedback portal on our new site - you can post all requests there :-)
However, if report senders send 50 (or so), they all go to the queue - since these are 3rd party reports, not inhouse - and then you can pick the one that fits and assign it to the customer. The rest/duplicate ones can be deleted from the queued page.
Hope I answered your questions.
I mean can it break down a subnet that is listed on the customer's product, say a /24, and using the iP it detects out of the abuse report, say that the IP I detected is part of the /24 of this customer, I am going to suggest this customer for this abuse report?
Hope that helps clarify
@Awmusic12635 Currently it requires the IP in full format, but implementing a feature like that shouldn't be something hard