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1. Ep Ep EF Eb EF Ep E Ep E Delete Delete Delete Delete Delete Delete Delete Delete Delete 472 To edit a status click on the corresponding edit Ej icon From here you can configure the properties of the selected status Refer to teamwork status fields for documentation on the required fields for editing a status Creating a new teamwork status To create a new teamwork status 1 Click on Insert Status under the Teamwork menu as shown below Teamwork Manage Status Manage Priorities Manage Labels Manage Categories Insert Status Insert Priority Insert Label Insert Category From here you can configure the properties of the new status Refer to teamwork status fields for documentation on the required fields for creating a new status kayako 473 Teamwork status fields Status Title Enter the Status Title Status Type Specify the Status Type The Status will appear only under the selected type Display Order Enter the Display Order for this Status All Items are sorted in Ascending Order Status Color You can specify a color to associate with this Status Different colors allow for easy differentiation between Statuses e Status Title a title for this status e Status Type for what type of teamwork data item will this status apply to and be available for e Display Order the order by with s
2. Status Open On Hold Closed ENove p E st For more information on the respective actions e Ticket assignments e Ticket statuses kayako 508 509 Viewing a ticket Internet Explor 4 10 21 sat x Jj i Manage U 0 924368 PAREA First lt 3 4 567 Navigate through ticket replies Previous Ticket Next Ticket John Edwards john edwards com al ene The ticket reply Es contents made by a client user bd 18 Jan 2007 01 22 PM Lorem ipsum dolor sit amet consectetuer adipiscing elit Praesent diam enim varius sed imperdiet in tincidunt vel magna Praesent nulla Mauris auctor Vestibulum erat pede imperdiet vel pulvinar id auctor witae nemel 4 ticket note and its contents Note by Staff User 16 Apr ote by Staff User 16 Ar PM 22m9s 4 ticket reply made by a staff user This is a note Fi Staff User test asf com STAFF b 15 Jan 2007 12 35 AM kayako 510 Replying to a ticket When viewing a ticket see viewing a ticket scroll to the bottom of the view pane to reach the reply interface Internet Explor 4 10 21 oat x ee ee the ticket Owner Staff User od Department General v Set the department l Status Type Reply v 7 Set whether this should be posted as a ticket reply user note or ticket note Enter the reply or no
3. Manage a All Tickets ps2 view Options FA Edit Wiew E New View RSS Feed Page 1 of 1 nee 2 Click on the View you wish to delete 3 Open the Views menu again 4 Hover over View Options 5 Click Delete View Viewing tickets by department Tickets of a certain status are directly accessible within the SupportSuite interface without you having to create a customized view Under the department and ticket tree as shown below click on the status under the department you wish to view kayako 127 Filter Tickets coe A View All T Filters uf 4 Example filter of D Labels E Example label a8 B General P On Hold Click here to view all Closed tickets On Hold _ B Sales l within the Sales i department Departments are configured in the administrator control panel see departments in the administrator control panel Viewing tickets by label Under the department and ticket tree as shown below click on the label name you wish to view tickets by Filter Tickets ae A View All cy 7 Filters uf Example filter 7 Clicking here will list all T SAAR labels that have the S ag Example label Example label attached pae General Ticket labels are created and managed in the staff control panel For more information see ticket labels Viewing tickets by filter Ticket filters can be executed directly within the SupportSuite interface without you hav
4. v2 5 10 Copyright c 1998 2005 by Zend Technologies 5 If Zend Optimizer is installed on your server it will be listed here as shown above For more information on the freely available Zend Optimizer see www zend com products zend_ optimizer If you do not have Zend Optimizer installed you may be able to use the IonCube Dynamic Loaders that normally require no server installation and is simply a case of uploading additional files to your server The loaders can be downloaded from www ioncube com loaders php and need to be placed in a folder called toncube in the directory your software is to be installed You can only use the IonCube Dynamic Loaders if you have safe_mode set to Off and enable_dl set to On in your PHP configuration php ini If you do not have the correct settings in order to use the IonCube Dynamic Loaders please contact your system administrator asking that they either change the settings as appropriate or make IonCube available server wide kayako 17 Step three Extracting the package For this part of the installation guide we will assume that you have downloaded the package and saved it to this location C Documents and Settings User Desktop Kayako Files Using an archiver program such as WinRAR as demonstrated below extract contents of the archive into a folder on your hard disk drive in this case we will extract the files to the same folder the archive is located in C Documents
5. March OF amp company news announcement January 24 Public news announcement Live Support OFFLIN Click on the Update Settings button to save the setting changes kayako 345 346 Teamwork For more information on using the teamwork module see teamwork in the staff control panel ettings for Teamwork Syncvvorks Settings Update Settings Don t worry your installation is working well There are no settings configurable in this area of the administrator control panel To configure Teamwork module properties see the teamwork area of the administrator control panel Copyright 2001 2009 Kayako www kayako com kayako 347 Knowledgebase For more information on managing the content of the knowledgebase see knowledgebase in the staff control panel Staff CP Settings for Knowledgebase Knowledgebase Staff CP Settings Display Knowledgebase Tab yes Ono This Option allows you to Toggle the Display of Knowledgebase Tab in Staff CP Enable WYSIWYG Editor O l Yes Ho This Option allows you to Enable Disable the wySiwyG editor for Creation or Editing of Knowledgebase Articles e Display Knowledgebase Tab if enabled the knowledgebase tab will be displayed and accessible within the staff control panel see navigation menu bar in the staff control panel e Enable WYSIWYG Editor if enabled the what you see is what you get editor will be enabled fo
6. kayako 267 Viewing and moderating user comments To view and moderate user comments 1 Open Knowledgebase on the navigation menu bar as shown below pT _ a E E k Knowledgebase Downloads Troubleshooter Mews Quick Jumper Insert Category Insert Article Comments ImporyExport Reports 2 Click on Comments Per configuration in the administrator control panel comments may require approval by a staff user before they are displayed publicly via the client support interface Approve a Delete a comment comment Unapproved Comments j OY Mar 2007 01 46 FD Willian will eroail cam ae AM Approve Ej Edit u Delete This article was very useful You may also find more information here www kayako com Lisa OF Mar 2007 01 52 3 3 H hers lisa user com aM Appr HM edit TS Delete I agree with the above but I still li Edit a SS Page 1 of 1 comment fs Quick Search Options 4ooraved Comments daa wea iii i iia lt Sniiiiiaiiiiiia 51S Tim Holly im ermail cam 07 Mar e007 01 52 A Unapprove Ei Edit it AM Delete 07 Mar 2007 01 47 Bl Unapprove Edit Tu Comment AM Delete contents Page lofi Legend ae Unapproved Comments Unapprove a comment Selecting multiple comments by checking the corresponding check boxes will open the mass management menu as shown below Using this menu comments can be mass deleted Under the Advanced Search tab
7. Due Invoices lt p Mo Invoices Due The example here shows the available package downloads for SupportSuite version 3 10 02 The file names of these packages will depend on the product you have purchased and what the current Stable version is To download and save a package to your hard disk drive click on the package name as indicated above Zend or IonCube Before selecting the package to download you must decide whether you want to use the Zend Encoded version or the IonCube Encoded version of the software You must check with your host or system administrator as to which you should use For most standard web hosting accounts it is usual that Zend Optimizer is installed which would mean that you are able to use the Zend Encoded version To find out whether or not Zend Optimizer has been installed on your server kayako 16 1 Create a new PHP file called phpinfo php Once created type the following code in it exactly as it appears below and save it to a directory lt php phpinfo gt 2 Upload this file to a World Wide Web accessible location and navigate to it 3 You should then see detailed output of your current PHP environment 4 To tell if Zend Optimizer is installed from this page scroll down until you find something similar to the figure below This program makes use ofthe Zend Scripting Language Engine Powered by fend Engine v1 3 0 Copyright c 1998 2004 Zend Technologies with Zend Optimizer
8. Online Staff Staff User Assigning more e mail addresses to a user account You may require that a user has one or more e mail addresses associated with his or her user account on your eSupport or Support Suite installation If a user account had an additional e mail address user hello com any new ticket or ticket reply raised from this e mail address will be automatically associated to the user s account kayako 224 Adding additional e mail addresses to a user s account is detailed in viewing and managing user accounts Assigning an SLA plan to a user SLA plans can be set up to automatically apply to a department and or a set of statuses priorities and so on see SLA in the administrator control panel SLA plans can also be assigned to tickets that match certain rules in the mail parser see mail parser in the administrator control panel To assign a user to an SLA plan 1 Open Users on the navigation menu bar as shown below Home Tickets Live Support Teamwork knowledgebase Manage Users Manage Groups InsertUser Insert Group Mass Mall 2 Click on Manage Users 3 Click on the Edit tab Edit Tickets 1 Chats 0 Ticket Reports Full Name David Chow Enter the Full Warne of the User Reset Password Pee ee ee ee ee ee ee Enter the User s Password Password contirm Enter the User s Password again to confirm User Group Registered Select the User Group for this User User Ty
9. Page 1 of 1 To edit the settings of a template group click on the respective edit 8 icon You will be presented with a list of the editable settings for this group Refer to template group fields for documentation on the required fields for creating a new template group Creating a new template group To create a new template group 1 Click on Insert Group under Templates on the Options menu as shown below x Options fea Settings Templates Manage Groups Manage Templates gt Insert Group Search Templates LoginShare Import Export Restore Templates Diagnostics dal Languages f Custom Fields a Live Support Ey Mail Parser to Tickets kayako 363 You will be presented with a list of the editable settings for this group Refer to template group fields for documentation on the required fields for creating a new template group Template group fields Edit Template Group e oe EO i ie a Template Group Title default Enter the Template Group Title The Tithe may not contain symbols or spaces Company Name l l Test SupportSuite Company Enter the default Company Name to associate with this Template Group Is Default Template Group yes Ono LoginShare l l SupportSuite Login Routine Specify the LoginShare Module to use to authenticate the visitors under this Template Group Make sure you have updated the settings for this module under Templates LoginShare
10. e Email Queue Address the e mail address from which e mails will be received by this e mail queue e Queue Type for current versions of SupportSuite and eSupport this can only be set to tickets e Fetch Type the way this e mail queue should fetch e mails from the e mail address set in Email Queue Address agin ATOE on leg 20 0f HIH Hja H PleCred Le OR BM Fa Pat L s as et e i oy IE I i j Li l 1 e l e Fat Fs t Fol gh Host mail mycompany com Enter your Mail Server hostname This can be an IP address or a hostname such as mail domain com Port 110 Specify your Mail Server port It is recommended that you do not change this value unless your Mail Server is running on a seperate port than the one selected by default Username user Enter your Mail Server Username Password so EEEE Enter your Mail Server Password Login Information The login information is required only if you have selected POP3 or IMAP e mail fetching for this e mail queue e Host the host or IP address of the mail server that the system should connect to e Port the port via which the system should connect to the mail server set in Host e Username the username of the e mail account for the account associated with the e mail address set in Email Queue Address e Password a password for the account associated with the e mail address set in Email Queue Address From Name CT If specified all outgoing Em
11. e No e mail queue matched the recipient address of the incoming e mail see mail parser for a more detailed overview of how parsing and queues work e The sender s e mail address is banned see e mail bans You can review the raw MIME e mail data of a logged parser entry by clicking on the log entry This will open a new window listing detailed parsed information and unparsed MIME data as shown below kayako 489 Parser Log 4181 General Information Parser Log ID 4181 Ticket ID 33567 Ticket Mask ID CRa d1 669 Date 15 4pr 2007 02 20 4M Timeline 2fhSOm7s Email Gueue test kayako com Process Status F SUCCESS Subject Out of Office Auto Reply From Email test userd email com Destination Email test kayako com Size 0 90 KB Time Taken 0 423 Seconds Result Created Ticket CR 417669 MIME Data From test userdemail com Sun Apr 15 02 20 22 2007 Received from mwmail server com i 87 106 00 951 1 fenvelope from lt test userdemail come id LHetPi OO06e4d EV for testkayako com Sun 15 Apr 2007 O2 20 22 0100 Received qmail 324720 invoked by uid UO 15 Apr 2007 OS 1 24 55 0200 Date 15 Apr 2007 03 24 33 40200 Message ID lt 200704150124353 392719 qmaildsis2i7351 another mail server net gt Reply To test userdemail corm From test userfdemail corm To testhkayako corm MIME Version 1 0 oubject Out of Office Auto Reply Content Type text plain charset UTF 3 Content Transter Encoding shit Conten
12. knowledge Can Yiew Knowledgebase Tab yes One Teamwork Can iew Teamwork Tab yee Own SWIFT General Can iew Users Tab yes Ono Insert Gsroup News e Can View News Tab if enabled staff users added to this team will be able to view the news tab in the staff control panel Knowledgebase e Can View Knowledgebase Tab if enabled staff users added to this team will be able to view the knowledgebase tab in the staff control panel and have subsequent permissions to knowledgebase functions Teamwork e Can View Teamwork Tab if enabled staff users added to this team will be able to view the teamwork tab in the staff control panel and have subsequent permissions to the teamwork functions SWIFT General e Can Users News Tab if enabled staff users added to this team will be able to view the users tab in the staff control panel and have subsequent permissions to client user related functions kayako 310 Staff users To view and manage staff users 1 Click on the Staff tab on the administrator control panel navigation bar as shown below Home Departments Manage Staff Manage Teams Insert Staff Insert Team Mass Mail 2 Click on Manage Staff A list of all the staff users registered in the system will be shown as below Page 1 of 1 fs Quick Search Options ons Another Staff Another Statt Administrator EI i mi Edit Delete One Other Staff One_Other_Statt Administrator Ej i Edit
13. x Quick Insert c Ticket Send Email gt 24 Contact EY Phone Ticket gt anaes H Event L New Chats Sales Task ae Article 2 Open the New Ticket sub menu kayako 180 3 Hover over the Phone Ticket menu 4 Click on the department in which you wish to create the ticket The create ticket interface will then be introduced as shown below From Staf User staff user cam gt subject OO Sick this ton to ae search for a user s User Phone SY amp ptr rae Useremail OO A tional Quick Insert SF Predefined Replies F Knowledgebase 7 P Downloads Contents B A phone ticket can also be associated with an e mail address fan e mail address is specified send out the send the contents of department auto responder in this ticket to the e as ifthe user has created mall address if the ticket wN specifie d Options Due Time Worked fIn Minutes Email Autoresponder _ Contents 4dd Mote Attach Files Spell Check Email Options Other than the fields detailed above the create ticket interface is much the same as the standard ticket reply interface which is documented in replying to a single ticket Some reply ticket options are not available in the create ticket interface as they relate specifically to a ticket that already exists Forwarding a ticket A ticket can be forwarded using the ticket management menu as shown below General Post Reply Forward Follow Up Billing Add
14. ES Email Ban List io Eg abuse user email com Staff User 14 Apr 2007 04 02 PM Ei Edit i Delete E a spammer email com Staff User 14 Apr 2007 04 01 PM Ei Edit i Delete To edit an existing e mail ban click on the corresponding edit Ef icon From here you are able to edit the address of the ban entry Edit Ban Banned Email abuse userd email com Enter the Email Address to be banned Any incoming Emails from this address will be rejected without notice Update kayako 442 Parser log A guide to the parser log can be found in the logs section kayako 443 Tickets Copyright 2001 2009 Kayako www kayako com kayako 444 Statuses Every ticket has a status The system default ticket statuses are Open Closed and On Hold As well as having a default set of statuses Custom ticket statuses can be defined here in the administrator control panel For more information on using and manipulating ticket statuses see ticket status in the staff control panel To view and manage ticket statuses 1 Under the Tickets menu click on Manage Status as shown below oq Tickets Manage Status Manage Priorities Attachment Types Insert Status Insert Priority Purge Attachments Maintenance A list of all the system s ticket statuses will be shown as below Page 1 of 1 Quick Search Options Status Title Display Order A Status Type Options C open Public E edit
15. Insert Contact Insert Event E February Z007 gt Teamwork Calendar E Today so Sun Mon Tue Wed Thu Fri Sat Work Weel Weel Month 2 Click on View Calendar You will be presented with a calendar view of the current day as shown below kayako 248 Bownla ads Insert Task 249 O SupportSuite Home Tickets Live Support Teamwork Knowledgebase Do view Calendar Whew Tasks Manage Contacts Insert Contact Insert Ewent February 2007 Teamwork Calendar Today Sun Mon Tue Wed Thu Fri Sat Work Week Week Month ie eS Wednesday 2e me E a E ys 0 a a a E Ie pele aU Pg re rel 2G m O e cycle Change Select date through calendar days VIEWS Quick Jump 4 D Sais Tl bay FS work Week i i 7 Week 06 00 Change day using Click on an event ee B the calendar to go to that selector F ewent entry 3H Mont Online taff 13 00 14 00 Company meeting Location Office 11 Change Category Business calendar Company meeting 4 00 Location Office 11 Category Business 15 00 16 00 17 00 16 00 The work week view is exampled below kayako 250 Day Wark Week Weak Mo February 26 2007 March 02 2007 ee Mon 26 Feb Tue 27 Feb Wed 78 Feb Thu G1 Mar Fri 02 Mar head 01 00 LURS i 07 00 04 00 05 00 minn oF 00 mmi Oe 11 00 O9 00 10 00 gpg Dat
16. Labels can be used in a task or an event appointment as shown below OO nET mi eooo Label None Important Business Personal Must Attend Travel Required Needs Preperation Birthday Anniversary Phone Call S O Owner Staff User wt ove di Label Priority Personal To view and manage labels 1 Click on Manage Labels under the Teamwork menu as shown below kayako Teamwork Manage Status Manage Priorities Manage Labels Manage Categories Insert Status Insert Priority Insert Label Insert Category A list of all of the labels available for teamwork data types will be listed as shown below Page 1 of 1 fe Quick Search Options Label List Insert Label EN LI d m LI L LI L d LI d LI LI d abe b Important b Business D Personal H Anniversary b Birthday D Needs Preperation b Travel Required D Must Attend H Wt acation b Personal D Business b Important b Phone Call Page 1 of 1 Edit Edit E edit edit E edit E Edit E edit E Edit E Edit E Edit E Edit E Edit E Edit m i ial i i i il i Delete Delete Delete Delete Delete Delete Delete Delete Delete Delete Delete Delete Delete 478 I T fi r I I as I N eg E z a R m alo al eyo pee eee eee ees el eee es See ee i j c i EE aT ro P
17. OO SupportSuite Version 3 60 Revision 13 Website http www kayako com Forums http forums kayako com Members area https members kayako com Kayako SupportSuite User Manual kayako 2 About this manual This version of the manual can be used as a guide for many other preceding and proceeding versions of Kayako SupportSuite LiveResponse and eSupport However please note that feature discrepancies may exist between versions We publish a new and up to date manual upon the release of each stable build For accuracy be sure to use the manual s bundled with your downloaded SupportSuite LiveResponse or eSupport package If you would like to send in a suggestion or report any errors in this manual please send an e mail to docs kayako com or post in the documentation forum your input is very much appreciated Please do not use this address for support You can obtain further support for any of Kayako s products via e Members area https members kayako net e Community forums http forums kayako com kayako 3 Using this manual The staff control panel section of the manual covers every aspect of using the control panel as a staff user The administrator control panel section of this manual covers each area of the SupportSuite eSupport and LiveResponse system and provides detailed explanations of the internals of the systems and how to configure them This manual is split into six main
18. To view and manage ticket priorities 1 Under the Tickets menu click on Manage Priorities as shown below oJ Tickets Manage Status Manage Priorities Attachment Types Insert Status Insert Priority Purge Attachments Maintenance A list of all the system s ticket priorities will be shown as below Page 1 of 1 Quick Search Options Priority List d Title Type Display Order A Options Low Public 1 Z Edit C Delete Medium Public 2 Ej Edit to Delete High Public 3 E edt U Delete Urgent Public Esl Edit ia Delete Emergency Public Ff Edit il Delete Critical Public Es Edit ia Delete Page 1 of 1 To delete a ticket priority click on the corresponding J delete icon Selecting multiple ticket priorities by checking the corresponding check boxes will open the mass management menu as shown below Using this menu priorities can be mass deleted Under the Advanced Search tab priorities can be searched for by title Under the Settings tab the number of priorities shown per page if there are many can be limited kayako Mass Action dyvanced Search Settings Action Select Hod Priority List Type Public Medium Public High Public Urgent Public Emergency Public A e OO ff amp Critical Public Page 1 of 1 Display Order A 1 2 3 448 Options Edit E Edit Edit E Edit Z Edit E Edit m Delete i Delete i Delete LT
19. d Tracking Canned Tag Generator Quick Jump Campaigns W the visits coming from different campal igh J will then be given a unique URL which y a Insert Campaign 2 Open the Ad Tracking menu 3 Click on Insert Campaign Refer to the file advert campaign fields section for documentation on the required fields for a new advert campaign Advert campaign fields kayako 237 Insert Campaign Enter the Campaign Title Specify the Redirect URL for this Campaign In most circumstances this should be the URL of your company homepage e Campaign Title a name for this advert link campaign e Redirect URL the URL to which users who click on the campaign URL generated after creating the campaign will be redirected Generating advert campaign reports To generate and view advert campaign reports 1 Open Live Support on the navigation menu bar as shown below D Home Tickets Live Support Teamwork Knowledgebase Download Messages Chat History 4d Tracking Canned 2 Tag Generator Campa Manage Campaigns Insert Campaign a Campaigns The 4d Tr 7a oa w the visits coming from diferent campal circumstan J will then be given a unique URL which w ae Insert Campaign E Quick Jump 2 Open the Ad Tracking menu 3 Click on Reports You will be presented with a table of referrer statistics allowing you to track the number of referra
20. full access to the admin control panel Assigned Departments General Tickets Please select the departments to which the Staff Seneral Live Support Members under this group will be assigned Sales Tickets General Fields e Title a title for this staff team e Is Admin if enabled staff users added to this team will have full access to the administrator control panel e Assigned Departments specify here the departments that staff users added to this team can view and access in the staff control panel kayako Can iew Tickets Tab Oves Ono Can Manage Tickets yes Ono Can Create New Ticket yes Ono Can Delete Ticket yes O No Can Delete Ticket Post yves O No Can Edit Ticket Post yes Ono Can Export as PDF XML yes Ono Can Forward Ticket yes Ono Can Add Billing Entries yes Ono Can Delete Ticket Recipients yes Ono Can Merge Ticket ves Ono Can Create Public Alert Rules yes Ono Can Delete Public Alert Rules yes Ono Can Edit Public Alert Rules yes Ona Can Delete Ticket Label yes Ono E Le ee Can Delete Ticket iews es Ono 306 Tickets e Can View Tickets Tab if enabled staff users added to this team will be able to view the tickets tab in the staff control panel e Can Manage Tickets if enabled staff users added to this team will be able to manage tickets see ticket handling in the staff control panel e Can Create New Ticket if enabled staff users added to this team w
21. 11 45 PM gt 5 00 PM Ej i ti Delete gt 11 45 PM gt 11 45 PM gt 11 45 PM gt 11 45 PM gt 11 45 PM gt 5 00 PM E Delete gt 5 00 PM gt 5 00 PM gt 5 00 PM gt 5 00 PM gt 5 00 PM gt 5 00 PM To delete a schedule click on the corresponding delete J icon Selecting multiple schedules by checking the corresponding check boxes will open the mass management menu as shown below Using this menu schedules can be mass deleted Under the Advanced Search tab schedules can be searched for by title Under the Settings tab the number of schedules shown per page if there are many can be limited kayako Mass Action Acton SLA Schedule List Select Delete Schedule Title A Emergency Engineers Hours Sales Hours support Hours Page 1 of 1 Advanced Search Settings Schedule Info Sunday Monday Tuesday Wednesday Thursday Friday Saturday Sunday Monday Tuesday Wednesday Thursday Friday Saturday Sunday Monday Tuesday Wednesday Thursday Friday Saturday 00 AM gt 00 AM gt 00 Oh gt 00 AM gt 00 Oh gt 00 SM gt 00 Oh gt 00 AM gt 00 AM gt 00 AM gt 00 AM gt 00 AM gt 00 AM gt 00 AM gt Closed 09 00 AM gt 09 00 AM gt 09 00 AM gt 09 00 AM gt 09 00 AM gt 09 00 AM gt 11 45 PM 11 45 PM 11 45 PM 11 45 PM 11 45 PM 11 45 PM 11 45 PM
22. Another 8 file pdf 0 00 KB Document ee 7 file pdf 0 00 KB Document ee TE file pdf 22 27 KB H Document fije ndf 22 27 KB To view and edit a download click on the respective download s title Refer to the file fields section for documentation on the required fields for a new file Create a new file To create a new download file 1 Open Downloads on the navigation menu bar as shown below Home i 4 t 5 Teamwo rk knowledgebase Downloads Manage Categories Manage Files Quick Jumper Insert Category Insert File 2 Click on Insert File Refer to the file fields section for documentation on the required fields for a new file kayako 276 File fields File Details File Title Enter the File Title File Description Enter the File Description This should Describe the contents of the file Display Order Enter the Display Order for this Download Item All Items are sorted in Ascending Order Parent Category Downloads Specify the Parent Category for this Category File Type Upload File Select the file to upload to the server OR link to an existing file If you do not wish to upload the file you can link to it directly by specifying the link in this field Password Protection Enable Password Protection Whether or not ta Enable Password Protection 4 Client will be required to specify the password to a file if it is Password Protected Enter the Password Password
23. Any file that was created before 01 01 2007 e By File Size you can define a file size in Kilobytes where 1024 Kilobytes is equal to 1 Megabyte In the example above the criteria is Any file that has a file size that is larger than 1024 KB e By File Name you can define a string that the search engine can search file names for including their extension In the example above the criteria is Any file that contains the string zip e By Ticket ID a ticket ID can be specified here In the example above the criteria is Any file that is not found in ticket YUQ 34742 i e we want to preserve the attachments in this ticket kayako 455 To add a new matching field click on the new criteria HF icon You must also set the type of matching to be performed If set to match all criteria the parser rule will only match a file if all of the criteria fields are true for that ticket AND logic If set to match any criteria only one of the criteria fields need to be true for this parser rule to match a file OR logic To list all files simply click on the search button without entering any criteria Clicking on the Search button will not purge your attachments it will simply list the matched files as shown below Attachments Table E Attachment ID Ticket ID File Size File name F 1 UA0 924560 0 00 KB Dacument1 txt C 2 HYT 68
24. As part of the ticket s reply a due date can be set for the ticket Clicking on the calendar icon as shown below will bring up a calendar Clicking on a day will set the ticket due for that day For more information on ticket due times see Ticket Due Times February 7007 x Today Sun Mon Tue Wed Thu Fri Sat Page 1 of 1 Time worked As part of the time tracking information features of SupportSuite the time worked on the ticket reply can be entered here adding to the total time worked on the ticket For more information on time tracking and billing information see Billing Information Aa Time Worked Predefined Follow Follow Up Add Note Note Email Email Options Attach File kayako 166 Add to predefined Checking this box will allow for the creation of a new predefined reply based on the contents of the ticket reply entered After sending the ticket reply you will be presented with a predefined reply entry form as shown below For more information on predefined replies see Predefined Replies Ime Worked fIn Minutes sh Predefined qe Knowledgebase w Send Em Add Note Email Options Attach Files Spell Check Insert Reply Enter the Predefined Reply Subject Parent Category Parent Category we Select the Parent Category This is the Category under which the new reply will be added Reply Contents This is the contents of the ticket reply Insert Reply Add to
25. Default alue If specified the default value of the Field will be set to the value entered here Field description Specify the description of the field Specify the Field display order If there are multiple fields Under the specified Group they will be sorted according to the specified display order in 4scending Mode Is Required Oves n Whether or not the Field is required If enabled the User oe will be required to fill in the Field before the data can be processed User Editable O T M Whether or not the User can modify the Field information me j Staff Editable O l Y M Whether or not the Staff can modify the Field information ee i Here you can specify a custom Regular Expression to validate the field input Insert Field e Field Title the main title of the field e Default Value when the field is outputted into an interface the default value will already be present in the field unless changed e Field description a description of the field designed to be more descriptive and longer than the Field Title e Display Order where more than one field is displayed as part of a group of fields they are listed according to their display order set here e Is Required if enabled the system will return an error if the field is submitted a blank when in use in an interface e User Editable if enabled the user will be able to modify the field applies only to user registrati
26. Flag Ticket i m 5 iaa General Post Reply Forward Follow Up Billing Add Notes Release History 1 Chats 0 Audit Log ede me Mark Que m z apt i 7 l Options T UEO 924368 Unassigned Soles LidzhsS4m Unassigned ay Export pike Group defauk Previous Ticket Mext Tiket aw Filter Tickets E View all author Contents ya a Filters Chris Read 9 Posted on 16 Jan 2007 01 22 PM g Allon hold takets ue sbctetwer D Example fitter ay Ticket information m varius sed Ticket manage ment ia Praesent nulla mE Labels Ticket opti bar nade imperdiet vel Meru a A new label ICR ET OpHONS Vestibulum eu m susapiet laan Fy Example label Ee nisl Quisque ornare arcu sed eleifend vulputate g E General i augue risus ultrices tortor in interdum tellus G Open sem a quam Suspendisse at lectus ut justo egestas euismod Suspendisse vitae nunc On Hold G Closed Praesent lobortis magna at augue gF Sales ge Open 2 Thank you a Gn Hold Lent foted Gy Haff iver Ga If Jan 2007 10 50 PA ia Chesed I iE Email chris read com IP 82 45 22 37 Staff User T Posted on 24 Jan 2007 12 07 PM J Online Stat E sta itha This 15 a r ply to your tichet Sk User _ ct EJ 8 Email staff user com hy Ticket ho dy 7 qe Back 1 Ticket options menu 2 Ticket body 3 Ticket management menu and ticket information bar Ticket options menu 152 OO SupportSuite Home Ti ck ets Live Suppo
27. Home Teamwork 7 ledgebase Downloads Troubleshe Manage Categories Manage Articles Quick Jumper Insert Category Insert Article 2 Click on Insert Category Refer to the knowledgebase category fields section for documentation on the required fields for a new knowledgebase category Knowledgebase category fields Category Title Enter the Knowledgebase Category Title Enter the Display Order for this Category All Items are sorted in Ascending Order Parent Category Parent Category Select the Parent Category for this Category Category Type Public private Select the Category Type Public Categories are visible to both Staf Members and Clients Private Categories are visible to only Staff Members Template Groups bb Customize Select the Template Groups to which this Knowledgebase Category will be assigned This Category will only appear under the selected Template Groups Insert Category Category Details e Category Title the title of the new category e Display Order categories are listed within the client support interface according to their display order e Parent Category if the category is to be a subcategory of another select it here e Category Type if set to public both staff users and client users will be able to view the category and articles under it If set to private the category will only be viewable from within the staff control panel by staff users e Template Groups
28. OO 00 z 03 O4 O35 O06 OF Od O1 09 10 11 13 14 15 16 oo oo oo oo oo oo oo oo oo oo O00 12 oo oo oo oo oo U O 924560 U 0 924560 U 0 924560 U O 924560 U O 924560 U O 924560 U O0 924560 U 0 924560 U 0 924560 U O 924560 U O 924560 IDS e0953 IDS e0955 105 780953 Uz0 9243 68 U O 924560 staff User Thursday 01 February 2007 Ticket Department Changed From General To Sales Setting Que Time To 02 Feb 2007 09 23 AM Ticket Priority Changed From Emergency To Critical Ticket Due Time Set To 19 Jan 2007 12 00 4M By Staff User Setting Due Time To 02 Feb 2007 09 58 AM Ticket Printed By Staff User SLA Plan Set To Example SLA Plan Setting Due Time To 12 Feb 2007 02 10 PM Ticket Status Changed From Open To On Hold SLA Plan Set To Example SLA Plan Setting Due Time To 12 Feb 2007 05 27 PM Ticket Status Changed Fram On Hold To Open Setting Due Time To 02 Feb 2007 01 58 PM Ticket Flagged To Yellow Flag By Staff User Ticket Printed By Staff User Ticket Exported as POF By Staff User Department summary The department summary report gives an overview of ticket activity across a department It is possible to filter the views by date staff user and by department kayako 208 209 Filter Not Selected Status Not Selected Escalated 0 On Hold
29. Orders Order ID Product W 7DO96854545 G8 SupportSuite Owned Home Purchase fet Support Downloads a Click here to download Filename ae the key php file for your newly registered domain name g supportsuite 3 10 02 stable zendopen targz Hoeapen tar gz supportsuite 3 10 02 stable ion License Key Download License EY key php Expires Never mydomain com As indicated above click on the Download link to download the key php file Save this to a location on your hard disk drive you will need to upload this file later on kayako 15 Step two Downloading the package The latest package can be downloaded from your Kayako members area available at http members kayako com After logging in with your customer e mail address and password you will be presented with a page that looks similar to the figure shown below Home Get Support Purchase SMS Gateway Orders Order ID Product Date Support FACZSES7 767 GS SupportSulte Owned 12 4pr 200 09 Oct Downloads Filename Build Status supportsuite 3 10 02 stable zendopen tar gz STABLE supportsuite 3 10 02 stable toncubeopen tar gz STABLE License Key Download License Key key php Expires Weve mydomain cam _ Select either the Zend Encoded or IonCube SMS Credit Details Encoded package here Click on the package Available Credit i valable Credits name to download it Used Credits
30. Powered by SupportSuite Copyright 2001 2007 Kayako Infotech Ltd e Username your staff admin username e Password your staff admin password e Remember Me if enabled your login details will be remembered using a browser based cookie kayako 302 Staff status 3 Online Staff _ Staff User The online staff box lists all staff users who are currently logged into the staff or admin control panel e A purple icon J denotes the staff user logged into LiveResponse Client Application e A yellow icon L denotes the staff user logged into the staff control panel e A pink icon denotes the staff user is logged into the administrator control panel e A PDA icon El denotes the staff user is logged into the staff control panel via the PDA interface Clicking a staff user s name from within this box will take you immediately to a new private message screen allowing you to send a private message to that staff member kayako 303 Staff Staff user accounts are created and managed within the administrator control panel A staff user account can be a regular staff user account that has access only the to staff control panel or it can be an administrator account that has access both to the staff control panel as a staff user and the administrator control panel as an admin user Staff user accounts can be assigned to teams which are also managed within the administrator control panel Teams can be assig
31. Support Hours 3 f Edit tu Delete To edit an SLA plan click on the corresponding edit icon You will be presented with all of the configurable fields for this plan kayako 464 Refer to SLA plan fields for documentation on the required fields for an SLA plan Creating anew SLA plan To create a new SLA plan 1 Click on Insert Plan under the SLA menu as shown below rF SLA Manage Plans Manage Schedules Insert Plan Insert Schedule You will be presented with all of the configurable fields for this plan Refer to SLA plan fields for documentation on the required fields for creating a new SLA plan SLA plan fields Plan Details Plan Title Enter your Plan Title Overdue Hours Enter the number of hours after which a Ticket is marked as Overdue SLA Schedule Specify the Work Schedule that this SLA Plan is for The Overdue time is calculated based on your Work Schedule automatically Filter By Department You can assign this SLA Plan to a specific Department using this option Filter By Ticket Status You can assign this SLA Plan to a specific Status You can create very advanced workflow rules using this feature For example you can cause tickets that have their Status set to Open to be handled in a time frame of 4 hours whereas any Ticket that has tts Status set to Escalated is handled within a time frame of 1 hour This guarantees that if a Ticket has already been Escalated it
32. Teamwork Downloads Troubleshooter Manage News Manage Subscribers Insert News Comments Impor Export 2 Click on Manage Subscribers You will be presented with a list of current subscribers and unvalidated subscribers as shown below Page 1 of 1 fe Quick Search Options Subscriber List Insert Subscriber E Emai Ad dress i f E E E E Date Ps Options user email cam a Wot Validated Of Mar 2007 06 07 PM Ej Edt U Delete Click here to Bulk p Toi anothersubscribers theemail com 7 validated add a Ej Edit U Delete subscriber Page 1 of 1 Legend 7 Validated of Mot Validated a_typical_subscriber email com 7 Validated Clicking on the Insert Subscriber button as indicated above allows you to manually add subscribers as shown below Insert Subscriber Enter the Email Address of the Subscriber Is Yalidated ves Ono If set to No the provided Email Address will receive a reguest to validate the subscription Selecting multiple subscribers by checking the corresponding check boxes will open the mass management menu as shown below Using this menu subscribers can be mass deleted Under the Advanced Search tab subscribers can be searched for by e mail address Under the Settings tab the number of subscribers shown per page if there are many can be limited kayako 296 Page 1 of 1 fe Quick Search Options Mass Action dyvanced Search Settings Delete Subscriber List i D
33. To prevent direct submission of comments edit the comments template changing or removing the following form action from the top of the template a lt basepath gt 7 Make sure you include at least an empty pair of quotes for the action and direct Submissions should go nowhere 8 Editing the comments template as described above removes all abilities to post comments directly or indirectly so use with caution 9 To edit out the other areas news and downloads just see the various other templates listed above and edit accordingly kayako 517 Support resources If you would like to send in a suggestion or report any errors in this manual please send an e mail to docs kayako com or post in the documentation forum your input is very much appreciated Please do not use this address for support You can obtain further support for any of Kayako s products via e Support desk www kayako com support e Community forums http forums kayako com kayako
34. an attachment type application octet stream Page 1 of 1 image jpeg image jpeg application pdf 452 O O Quick Search Options MIME Type Options Ei Edit i Delete Ei Edit mj Delete Ej Edit i Delete Ej Edit i Delete This link will open an attachment type entry form Refer to attachment type fields for documentation on the required fields for adding a new attachment type Attachment type fields Insert Attachment Type Extension Enter the extension of the file type Examples doc txt pdf Max Size In KB Please specify the maximum size for this extension type Any attachments which are larger than the size specified will be rejected MIME Type Please enter the MIME Type for this extension MIME Types determine how the chent browser handles the attachment Leave empty to make the client browser download the files with this extension Examples application pdf POF Documents text html HTML Documents imagejpeg JPEG Image po e Extension if you wanted to accept ZIP files for example you would enter zip in this field without a preceeding dot e Max Size In KB the maximum size of this file type that the mail parser will accept If above this size the attachment will be rejected if being uploaded via the client support interface or will simply be dropped if coming in as an e mail This is measured in Kilobytes where 1024 Kilobytes KB is equal to 1 Megabyte MB e M
35. breaklines can be mass deleted Under the Advanced Search tab breaklines can be searched for by content Under the Settings tab the number of breaklines shown per page if there are many can be limited kayako 435 Mass Action 4dvanced Search Settings Action Select w Breakline List A Original Message fl Original Message af lt 1 Break Line gt Copyright 2001 2009 Kayako www kayako com 436 Catch all rules Catch all rules can be used as a safety net to ensure that e mails do not get lost This rules set can also be used to define a rule that will match a specific or wide range of properties and redirect them to a specified e mail queue When an e mail queue cannot be found for an incoming e mail message the catch all rules are executed When an e mail message s destination address does not match any of the addresses defined by e mail queues see e mail queues the parser will look to see if the e mail message is caught by a catch all rule If it has the e mail will be handled by the rule If the e mail is not caught it will be discarded For more information on the parsing process and the order of parser operations see mail parser To view and manage catch all rules 1 Click on Catch All Rules under Mail Parser on the Options menu as shown below Options Settings Templates Languages Custom Fields Live Support Mail Parser x gt E T Fa Lp
36. compressed before being sent to the staff user s browser e Compress WAP Area Output if enabled the information sent from the server to the staff user s cellular mobile phone will be compressed e Compress PDA CP Output if enabled the information sent from the server to the staff user s mobile device such as a PDA or Pocket PC will be compressed e Log Clearing timeline In Days the time after which logs will be purged from the system such as mail parser logs and task logs For more information on how to further tweak settings to affect your server performance see what settings will directly affect the performance of my server in the frequently asked questions kayako 323 SMS Gateway For more information on the SMS gateway see Kayako SMS gateway Enable SMS Gateway C Yes Mo Toggle the Enabling of SMS Gateway Kayako has its own SMS Gateway allowing you to receive Alerts right to your cell phone For more information please visit http gateway kayako net Email Failure Reports Ey On If Enabled Any SMS Delivery Failure reports will be automatically dispatched to Primary Admin user email Enter your Kayako SMS Gateway Username This is your Email Address to htto members kayako net Enter your Gateway Password Enable HTML Emails i If Enabled All Qutgoing Mails will be dispatched as Oves no HTML SupportSuite will also send a Text version of the Email as MIME Fart to allow Em
37. database username and password These database details must be for the database that holds your current eSupport v2 3 5 data i In the case you are not sure of your v2 3 5 installation s database information you can always retrieve it from the config php file located in the admin directory of the software 5 Click on the Next button to proceed with the import 6 On completion the script shall display the success message Import Successful You have now successfully imported eSupport v2 3 5 data into the Version 3 Step three Rebuild the database indexes Once having imported the data it is now necessary to rebuild the search database rebuild the post index This is necessary for the search features of the software to work correctly 1 You can rebuild your post index from the administrator control panel by opening the Tickets menu 2 Click on Maintenance Febuild Post Index Number of Posts to process per page Specify the number of Posts to process on one page SupportSuite will iterate through all the posts one page at a time then rebuild the Post Index for the loaded posts higher number requires a more powerful server If you receive an error during processing try using 4 lower number e Number of Posts to Process Per Page Specify the number of posts that the system Should process on one page in the adjacent text box 3 Click on Rebuild If you receive an error during processing then try usin
38. dei Proxy Keep Alive ay SSL gh Transfer aJ ASCII Binary Sl Compression Fe Files yy Filters Performance al Priority List 42 Speed Limits sth File Exist W Integrity Interface Ei Log Control Language Prompts DT Statistics i QUEUE a Auto Dialer Li m l Default Transfer Type Binary Transfer Type ki IF Auto rode is selected SmartFTP uses binary mode to transfer Files From and to FTN servers running on MS Windows For non vWindows servers binary m de is used unless the File matches any entry in the ASCII File list Note Avoid ASCII mo and size checks which play Transfer type has been set to binary ASCII File List Only add Files to the list when it Value WwildChar ol Restore Defaults Note You can also use regular expressions regexp For the entries For more information please see Regular Expressions 5 Ensure the transfer type is set to binary as shown above 6 Connect to your web server using the FTP hostname username and password for your web server s FTP access account This information will be available from your web host or your system administrator 7 Browse to the path of your web server to where you want to install the software typically if you wanted the support desk to be available at www yourdomain support you would install the software in the support folder of your public files root folder files that are accessible via the World Wide We
39. e Number of News Items Per Page the maximum number of news items to list on one page in the client support interface before being paginated onto other pages e Validate Subscriber Email if enabled the subscribing user will be required to validate his or her e mail address by clicking on a verification link sent to their address e Display Latest News on Index Page Navigation Bar if enabled the latest news announcements will be displayed on the index page s navigation bar within the client support interface e Maximum Number of News to Display in Navigation Bar the maximum number of recent news articles to list dependant on the Display Latest News on Index Page setting e Display Date beside the News Item in Navigation Bar if enabled the date of posting will be displayed next to each recent article listing dependant on the Display Latest News on Index Page setting e Navigation News Date Format specify the format of the creation of each news article This value should accord to the PHP date function documented at www php net date kayako 358 RSS interface RSS Area settings Enable RSS Content Syndication If Enabled The Support Desk Users will be allowed to use RSS Really Simple Syndication to synchronize Mews Items Maximum Limit of Latest News Item for RSS Feed Specify the Maximum Number of News Items to be displayed for the RSS Feed Update Settings e Enable RSS Content Syndi
40. includes the recipients under To and Ge attribute of an incoming Email e Recipients means any e mail address in the To Cc and BCc fields x Body SSS e Matches the processed Email body after being stripped of any potential HTML tags depending upon the setting or Breaklines x e Body Size refers to the size of the body in bytes Text Body vi contains IP An Email can have two kind of multipart bodies in it this can be either TEST of HTML This Criteria matches the Text Body HTML Body contains IP An Email can have two kind of multipart bodies in it this can be either TEST of HTML This Criteria matches the HTML Body x Text Body Size x i This Criteria matches the text body size in bytes x HTML Body Size Jea wif SSCS This Criteria matches the text body size in bytes Attachment Name vi contains PO This Criteria is matched against all accepted attachments for an incoming Email Accepted Attachments are the ones that have either been specified under 4ttachment Types if the option ts enabled or any other attachments that are received in the incoming Email x attachment Size Jea wif Ss This Criteria matches the attachment size of 4Ny attachment in the Email kayako 430 Total Attachment Size wyt OoOo This Criteria matches the TOTAL size cumulative of all attachments in the Email e Attachment Sizes refer to the size of the attachment file s in byt
41. meaning every 5 minutes 3 Enter under Hour meaning every hour 4 Enter under Day of Month meaning every day 5 Enter under Month meaning every month 6 Enter under the Day of Week meaning every day of the week Click on the Add button to save and start the scheduled task kayako 83 Cron jobs scheduled tasks Microsoft Windows Server 2003 The following procedure explains how to set up a scheduled task in Microsoft Windows Server 2003 The scheduled task that we will set up will execute the wget command to load the cron index php page that will run the SupportSuite eSupport or LiveResponse internal cron system to perform internally scheduled tasks such as POP3 IMAP e mail fetching cleanups and so on The wget command is not available in the default installation of Microsoft Windows To download and set up WGET please refer to this page http xoomer alice it hherold If you use the this package copy all of the DLL files to your C WINDOWS system32 directory Then copy the wget exe file to C WINDOWS There are several other WGET binaries available for Microsoft Windows From this point on we will assume that wget is now available on your system Step one Open the task manager 1 Open the Start Menu and click on Control Panel 2 From the Control Panel open up Scheduled Tasks kayako 84 E Control Panel File Edit View Favorites Tools Help Kp back J E J Search gt
42. or All Ticket Priorities and so on kayako 466 Escalation rules Escalation rules if defined come into effect when a ticket gets marked as overdue under a certain SLA plan Escalations rules can be used to perform a set of specified actions when this event occurs such as assigning the ticket to a staff member or moving the ticket s department For example an escalation rule could be used to assign the ticket to a support team leader if it becomes marked as overdue so it receives immediate attention from a superior To view and manage escalation rules 1 Click on Manage Rules under the Escalations menu as shown below Escalations Manage Rules gt Insert New Rule You will be presented with a list of all of the currently active escalation rules as shown below Page 1 of 1 Quick Search Options Escalation Rule List B Rule Title Plan Title Options Sales overdue Sales EI Edit tu Delete Support overdue gt Upport Ej Edit mi Delete Page 1 of 1 To delete an escalation rule click on the corresponding delete E icon Selecting multiple rules by checking the corresponding check boxes will open the mass management menu as shown below Using this menu rules can be mass deleted Under the Advanced Search tab rules can be searched for by title Under the Settings tab the number of rules shown per page if there are many can be limited Mass Action dyanced Search Settings
43. pastes an entire correspondence copy of all replies within the ticket General Post Reply Forward Follow Up Billing Add Motes E From Staf User lt staf user com gt Quick Insert 9 Quote SF Predefined Replies F Knowledgebas Properties Ao Quote Client Posts Department Quote All Posts Lorem ipsum dolor Sit amet consectetuer Predefined Replies Introduces a menu of predefined reply categories allowing you to navigate through the replies and paste a predefined reply into the reply area For more information on predefined replies see Predefined Replies General Post Reply Forward Follow Up Billing Add Motes Release History From Staf User lt staf user com gt Quick Insert Quote SF Predefined Replies SF knowledgebase SF Downloads Properties Owner Ung Example catagory hs ontent Se This is a test reply Dear sir This is an example predefined reply Thank you Support kayako 163 Knowledgebase Working similarly to the predefined replies menu opening this menu will introduce a list of knowledgebase categories and articles for pasting into the reply area Forward Follow Up Billing 4dd Notes Release History 1 Chats 0 Audit Lag Edit er lt staff user cam gt s pee SP Predefined Replies SP Knowledgebase SF Downloads Departmer _ Example Catagory One iority High 0 Example C B An article NG a Downloads
44. pun led Disable 14 Jan 4007 05 35 PM 14 Jan 4007 05 35 PM 10 Minutels g Run Enable Mail Parser Cleanup Ticket Module Actions Escalations Cleanup etc ticketfollowup 16 4pr 2007 12 12 AM 16 4pr 2007 12 02 AM 10 Minutels g Run E Disable 16 4pr 007 04 01 PM 15 Apr z007 10 12 PM 1 Dayis te Run E Disable 16 4pr 007 12 21 4M 15 Apr z007 11 52 PM 30 Minutes g Run E Disable To forcibly fun a scheduled task regardless of the task s next run time click on the run icon All tasks are enabled by default except for the POP3 IMAP Fetching task To enable a task click on the enable icon To disable a task click on the disable icon e Hourly System Cleanup performs an hourly cleanup of the system such as logs kayako 491 e Daily System Cleanup performs a daily cleanup of the system such as logs It is recommended to have this task enabled e POP3 IMAP Fetching this task cycles through each e mail queue that has been configured to poll a POP3 or IMAP e mail box to import the e mails and parse them as tickets For more information see e mail queues e Mail Parser Cleanup this task cleans up after the mail parser logs and temporary data stores e Ticket Module Actions this task executes ticket escalations e ticketfollowup this task processes all of the scheduled follow up actions that have been queued for tickets For more information see automatic ticket follow ups in the staff cont
45. s account From within the User Options menu as shown below click on Delete User User Options Users Edit Use l Create Ticket A Search Tickets Full Name af Mark As Enter the Full Wa i Options Reset Password joy Delete User Enter the User s P Password cont gt Quick Jump Enter the User s P Manage Users User Group Select the User G io Manage Groups User Type 4 Insert User Select the User T Validating a user account When a user registers an account via the client support interface the account remains inactive until the user validates their account be e mail configurable within the administrator control panel To validate or deactivate a user account 1 Open Users on the navigation menu bar as shown below Home Tickets Live Support Teamwork knowledgebase Manage Users Manage Groups Insert User Insert Group Mass Mail 2 Click on Manage Users You will be presented with a list of user accounts registered within the system as shown below Select the user s you wish to validate by checking the corresponding check boxes as shown below Doing this will open the mass management menu as shown below From this menu you are able to validate deactivate and delete users kayako 2907 4dyvanced Search Settings Mark as Validated a hE Mark as Validation Pending User Group Full Name i lisa user cam Lica Roberts 4 TaT ETETEA C 3 john edward
46. setup directory of your SupportSuite eSupport or LiveResponse installation www yourdomain com yourinstallpath setup Setup Upgrade Modify Impex Copyright 2001 27007 Kayako Infotech Ltd 2 Select the Modify option kayako 47 O SupportSuite Details Kayako End User License Agreement gt License Agreement gt gt you means the person or company who is being licensed to use the Software or Documentation We us and our means Kayako Web Solutions SupportSuite eSupportyLiveResponse SyncWorks is the program whose license and usage are detailed in this agreement also referred to as Product in this agreement LICENSE GRANT TITLE We remain the awner of all right tithe and interest in SupportSuite eSupport LiveResponse SyncWorks and related explanatory written materials Documentation ARCHIYAL OR BACKUP COPIES You may copy the Product for back up and archival purposes oravided that the original and each copy is kept In your possession and that your installation and use of Product does not exceed that allawed in this agreement TERMS OF USAGE Copyright 2001 2007 Kayako Infotech Ltd 3 Review the license agreement Click on the I Agree button to continue 4 Enter your or a administrator username and password into the fields as indicated to below kayako 48 OO SupportSuite Yerify Details Details Product SupportSuite
47. sign to the beginning of a word such as hello you indicate that the word hello must be included in the search field in order to match and be listed in the search results e exclude by adding a minus sign to the beginning of a word such as hello you indicate that the word hello must not be included in the search field in order to match and be listed in the search results e wildc ard searching for the term web in the Entire Message field an example as shown above will match tickets that have the word web followed by anything else o The following terms would be matched by the web search term website webwonder webweb o The following terms would not be matched by the web search term worldwideweb hellowebhello Click on the Search button to perform the advanced search If tickets that match your search criteria are found a new listing of these tickets will be presented as Shown below A Search Query website 2 Results Found 0 00240 Seconds 2 F Ahi Sal website Messages Quick Search Options Last Replier Replies Last Activity Due Staff User 1 ds Staff User 6 14h2im45s 2z3h56mis V piji 150 The new column added to the ticket listing headed by the binoculars it icon indicates the relevancy rating of the ticket compared with your search terms The higher the number the more relevant or a closer match to your search terms the ticket is When opening a
48. 177 Closed 67 Deferred 1 Service level report The service level report gives an overview of tickets that are meeting and that are not meeting their respective SLA plan targets The service level report can be generated to give an overview of target meeting across a specific period of time Filter 709 2005 E 20 09 2005 i Status riority STATUS FuturePay Callback Succeeded vlAlUS Futureray Callback Succeeded WorldPay credit debit card purchase Receipts Closed Low Services Closed Low Services Closed Low WorldPay credit debit card purchase Receipts Closed Low URGENT FuturePay Callback Failed WorldPay credit debr card purchase Receipts Closed Low Services Deferred Low URGENT FuturePay eae oe a ears a Callback Failed Support Closed Low Hiren Mehte 100 00 STATUS FuturePay Rani Anen RN Callback Succeeded Services Closed Low Le A STATLIS FuturePaw a Response time report kayako 210 The response time report gives an overview of tickets received within a specified period of time giving their average response times time worked and time to resolution among other information as shown below Filter 01210 2007 femloz 11 2007 E Ticket ID Subject Date Status Avg Response Resolution Time Worked Staf Worked 15 Jan 2007 12 35 IDS 780953 Test AM Open Os e2dshz20m Os Staff User About UZO 924 368 Your Laden a Bones Open 1idi h4im 18d5hiim
49. 2 00 PM 11 45 PM 11 45 PM 11 45 PM 11 45 PM 11 45 PM 2 00 PM 461 Options E edit edit El Edit i Delete Lo Delete imi Delete To edit a schedule click on the corresponding edit Ej icon From here you are able to specify the hours for the schedule you are editing Refer to schedule fields for documentation on the required fields for editing a schedule Creating a new schedule To create a new schedule 1 Click on Insert Schedule under the SLA menu as shown below CF SLA Manage Plans Manage Schedules Insert Insert kayako Plan Schedule 462 From here you are able to specify the hours for the schedule you are editing Refer to schedule fields for documentation on the required fields for creating a new schedule Schedule fields Schedule Details Schedule Title Schedule Info Sunday 57 11 45 PM Monday gt 11 45 PM Tuesday gt 11 45 PM Wednesday gt 41 45 pm Thursday gt 11 45 PM Friday gt 11 45 PM Ol O O O D Saturday 12 00 AM ow D Closed Insert Schedule e Schedule Title the title of this schedule w gt 11 45 PM e Schedule Hours specify the duration of open hours each day The schedule shown above is equivalent to a 24 hour day schedule kayako 463 Plans An SLA plan is associated with a schedule see
50. 2007 01 22 PM Gg USER Lorem ipsum dolor sit amet consectetuer adipiscing elit Praesent diam enim varius sed imperdiet in tincidunt vel magna Praesent nulla Mauris auctor Vestibulum erat pede imperdiet vel pulvinar id auctor vitae neque Vestibulum eu nulla at est dictum semper Etlam suscipit lacinia nisl Quisque ornare arcu sed eleifend vulputate augue risus ultrices tortor in interdum tellus sem a quam Suspendisse at lectus ut justo egestas euismod Suspendisse vitae nunc Praesent lobortis magna at augue Thank you Last Edited By Staff User On 37 Jan 2007 10 50 PM gi m Email chris read cam IP 62 45 22 37 Search menu A search menu is available from the navigation menu bar as indicated below To access the search menu 1 Open Tickets on the navigation menu bar as shown below 2 Open the Search sub menu kayako 147 Home Tickets Live Support Teamwork anage Tickets Search New Ticket Predefined Replie Mew Tickets a 4dvanced Search Filter Tickets A view All ew Tickets Sy Filters 2 Quick Search Fj All on hol Labels Mass Action wf Example fill gt gt Ticket ID Lookup l iy e New Tickets lists all tickets that have been created or replied to since your last visit e Advanced Search perform an advanced ticket search For more information see advanced search e Quick Search quick search all common ticket fields Type in the requir
51. 2007 01 47 ll Unapprove E Edit Comment AM Delete contents Page 1of1 Legend A Unapproved Comments Unapprove a comment Selecting multiple comments by checking the corresponding check boxes will open the mass management menu as shown below Using this menu comments can be mass deleted and mass unapproved Under the Advanced Search tab comments can be searched for by title writer or by their contents Under the Settings tab the number of comments shown per page if there are many can be limited kayako 298 Importing and exporting news subscribers Subscriber s e mail addresses can be imported and exported They can be mass added by pasting line separated e mail addresses into a box and can be exported in a CSV comma separated value data file To import and export subscribers 1 Open News on the navigation menu bar as shown below Teamwork 56 Downloads Troubleshooter News Manage News Manage Subscribers Insert News Comments Import Export 2 Click on Import Export Export Subscriber Data Enter the filename for the export of data Import Subscribers You can import all news subscribers by entering the Emails seperated by new lines below To export the list of subscribers click on the Export button To import a list of e mail addresses and add them as subscribers paste them into the box each separated by a new line and press the Import button kayako 299
52. 204 Insert Alert Enter the Alert Rule Title Specify the Alert Type Email The alert will be sent to each Staf Member s Email address SMS This alert will use the Kayako SMS Gateway to dispatch SMS Messages directly to each Staff Member s Mobile Phone For more Information on this please refer to the SMS Gateway section of the Kayako Manual Alert Scope publie priva Public Slerts are executed for all Staf Members Private Alerts are SAE d ii executed only for the Staf Member that creates them Alert Actions C ck Select the Alert Actions for which this rule will be executed For Mew Ticket example you might want to trigger SMS Alerts for New Tickets but d New Client Reply only Email Alerts for New Replies LI Mew Staff Repl ew Statt Reply d Ticket Move d Ticket Flagged d Mew Mote adl Status Change L Ticket Edited L Priority Change LI Ticket ssigned d Ticket Merged d Fost Deleted d Ticket Deleted Mer Watidn p amn S a Run Only for Assigned Tickets Oves No If enabled this Rule will be executed only if the ticket is assigned to you Filter by Department All Departments You can restrict this Rule to a certain department by selecting one from the list If no department is selected this rule will be executed for tickets under all departments Filter by Ticket Status All Ticket Statuses Select the Ticket Status for which this Alert Rule applies This enables you to receive
53. 274 Managing downloads To view the files stored in the database 1 Open Downloads on the navigation menu bar as shown below Home ickets Teamwork Downloads Manage Categories Manage Files Quick Jumper Insert Category Insert File 2 Click on Manage Files You will be presented with a list of all files stored in the database across all categories as shown below Edit a file download gt Manage Categories Manage Files Page 1 of 1 SSeS Seon Search Options File List 2 Insert File Manage Categories L TT Test file Document text 1 50 MB EI Edit tu Delete O g a Another M file pat 0 00 KE edit E Delete CO amp pecument file nd 0 00 KB HM egt ti Delete O pecumen file pdf 22 27 KB Bat Delete Document k E PF T file pdf 22 27 KEB M edt ol Delete OD eg Bil document de E edt TH delete Peverse the Delete a file sortin Page 1 of 1 4 download order Legend rer Public T Private i Password Protected Selecting multiple files by checking the corresponding check boxes will open the mass management menu as shown below Using this menu files can be mass deleted Under the Advanced Search tab files can be searched for by title or description Under the Settings tab the number of files shown per page if there are many can be limited kayako 275 Page 1 of 1 Mass Action dyvanced Search Settings T Test file Documenti tst 1 30 MB i
54. 4uto Close system Only Tickets Under the specified Departments will be Closed You can select multiple entries by pressing the CTRL Button when clicking on an entry General Sales Auto Close Status Change Select the Status to which the Tickets will be changed Closed Ww once they meet the threshold time Auto Close Inactivity Threshold In Hours z Sepcify the Number of Hours after which the Ticket will be marked for Auto Close The system will send a notice automatically to a chent once this timeline is met l Final Auto Close Timeline In Hours 4 Specify the Number of Hours after which the Status for the Ticket should be changed once a notice has been dispatched to the Client The auto close system for tickets will automatically set a ticket s status to a specified status after a given amount of time The auto close system can also be set to only automatically close tickets for certain departments and certain statuses e Enable Disable Auto Close System if enabled the auto close system will be activated e Ticket Status Bindings the ticket statuses selected here will be bound to the auto close system The auto close system will only look to close tickets that are set to one of the statuses set here e Auto Close Status Change the status tickets closed by the auto close system will be changed to e Auto Close Inactivity Threshold In Hours the number of hours after which an inactivity notice will be sent to a tick
55. Alerts only for tickets with a certain status Filter by Ticket Priority All Ticket Priorities Select the Ticket Priority for which this Alert Rule applies This enables vou to receive Alerts only for tickets with a certain priority level For example you might want to receive SMS Alerts only for tickets that are marked Urgent or Critical e Rule Title the title of the new alert e Alert Type whether the alert should be sent out as an SMS message or as an e mail e Alert Scope if set to public the alert will be executed for all staff members If set to private the alert will only be executed for yourself kayako 205 e Alert Actions the alert will be triggered if these actions are performed More than one action can be selected e Run Only for Assigned Tickets if set to yes the alert will only be executed for staff user s if the ticket is assigned to them For more information on ticket assignments and ownership see ticket assignment ticket ownership e Filter by Department if a department is set here the alert will only be executed for tickets residing in this department e Filter by Ticket Status if a ticket status is set here the alert will only be executed for tickets of a certain status e Filter by Ticket Priority if a ticket priority is set here the alert will only be executed for tickets of a certain priority Ticket locking and staff collision Ticket locking is a feature that
56. Assistant Phone Web Page Po Car Phone Pager Po Other Phone Description Under the Custom tab custom fields managed from within the administrator control panel are available Click on the Insert button to create the contact kayako 257 Task List To view tasks logged in the system 1 Open Teamwork on the navigation menu bar as shown below OO SupportSuite Home Tickets yE Downloads view Calendar Whew Tasks Manage Contacts Insert Contact InsertEvent Insert Task February 2007 gt Teamwork Calendar Sun Mon Tue Wed Thu Fri Sat Work Weel Week Month 2 Click on View Tasks You will be presented with a list of public tasks and private tasks created by you as shown below Filter through tasks Quick Search Options Page 1 of 1 Simple List Detailed List Next Seven Days Overdue Tasks By Assignment Completed Tasks F Invoice 24356 followup In Progress 3dLh3im CO A Sales team audit Not Started 22d0h3im Quick search tasks Selecting multiple tasks by checking the corresponding check boxes will open the mass management menu as shown below Using this menu tasks can be mass deleted Under the Advanced Search tab tasks can be searched for by subject Under the Settings tab the number of tasks shown per page if there are many can be limited kayako 258 QuickSearch Options Mass Action Advanced Search Settings Query
57. By by what data the tickets will be sorted such as ticket ID last response time subject etc Sort Order whether the tickets will be sorted from top to bottom ascending or bottom to top descending Tickets Per Page the numbers of tickets to list per page Fields to Display the fields that will be displayed within the ticket listing view An example of a customized ticket listing view set to display all tickets and show only the ticket subject and ticket creator fields is shown below The new customized view can be opened from within the Views menu Manage See lo Views sr Labels Mass Action Default View All Tickets Example Wiew View Options New View Custom ticket data displayed Teamwork Manage Tickets Search New Ticket Predefined Replies sy Filter Tickets o gt Manage B View All Ya ai Views Labels Mass Action ay Filters I Py CB All on hold tickets Tickets List Example View aon pare SS p uf Example filter a Full Name Subject w Pih Labels Staff User Be Test E 4 new label C Chris Read About your website q Example label 1 O j i1 Page 1 of 1 d General Name of the opened ticket listing view 126 Deleting a ticket listing view To delete a ticket listing view 1 From within a ticket list click on the Views menu as shown below Live Support Teamwork knowledgebase Downloads New Ticket Predefined Replies Alerts Filters
58. CY Field Subject w Search Simple List Detailed List Next Seven Days Overdue Tasks By Assignment Completed Tasks w 2 Invoice 24356 followup In Progress sdihsirn O amp Sales team audit Not Started 22d0h3im Page 1 of 1 To view a task click on a task subject This will open the task as shown below Task Options Teamwork Tasks Edit Task Invoice 24356 followup af Mark as Complete Misc Custom EI Delete Task General Subject Invoice 24356 followup Task Type public private owner Staff User a start 03707 2007 Due 03 09 2007 Wark the test o gt Pete Label None 3 Online Staff LJ Staff User Priority None vw delete the task Edit the task s properties and fields Creating a new task To create a new task 1 Open Teamwork on the navigation menu bar as shown below OO SupportSuite Home Tickets view Calendar Wiew Tasks Manage Contacts Insert Contact InsertEvent Insert Task a February 2007 o gt Teamwork Calendar Today Sun Mon Tue Wed Thu Fri Sat Work Week week Month kayako 259 2 Click on Insert Task You will be presented with the create task form as shown below General Misc Custom Task Type public private OWNer Staff User a Start Due sd e Subject the subject of the new task e Task Type if set to public the task will be viewable to all staff use
59. Character Limit for Article Content 255 Maximum Amount of Characters that are displayed Under an 4rticle in RSS Feed Update Settings kayako 350 e Enable RSS Feeds for Articles if enabled RSS feeds for knowledgebase article categories will be made available via the client support interface See what is an RSS feed in the frequently asked questions e Character Limit for Article Content the maximum number of preview characters for each article for each RSS feed listing Click on the Update Settings button to save the setting changes kayako 351 Troubleshooter For more information on managing troubleshooter content see troubleshooter in the staff control panel Staff CP Settings for Troubleshooter Troubleshooter Staff CP Settings _ Display Troubleshooter Tab Sy On This Option allows you to Toggle the Display of a j Troubleshooter Tab in Staff CP Enable WYSIWYG Editor O ai M If Enabled WYSIWYG Editor is Used for the Category and ee Step Contents in the Staff CP e Display Troubleshooter Tab if enabled the troubleshooter tab will be displayed and accessible within the staff control panel see navigation menu bar in the staff control panel e Enable WYSIWYG Editor if enabled the what you see is what you get editor will be enabled for creating and editing troubleshooter entries Support center Support Center Troubleshooter Settings Display Troubleshooter Widget yes O
60. Clicking on a matched e mail address will insert the address into the Forward To field Ticket and chat history records SupportSuite databases a ticket and chat history for all user accounts A ticket and chat history for a user can be viewed in two areas from within a ticket created by the user and from within the user s account page within the staff control panel From within a ticket the ticket can be accessed from the ticket management menu by clicking on the History tab as shown below kayako 195 General Post Reply Forward Follow Up Billing dd Motes Release History 2 Chats 03 udit Log Edit Ticket ID Subject Date Department Status Priority UZO 924368 About your 18 Jan 2007 01 22 PM General Open High website YRT 584563 Another ticket 07 Feb 2007 09 46 PM General Open Urgent from me Similarly the chat history is accessed by clicking on the Chats tab as shown below General Post Reply Forward Follow Up Billing Add Notes Release History 2 Chats 64 Audit Log Edit Chat ID Full Name Staff Mame Department Date 1 Chris Test General OF Feb 2007 10 12 PM 2 Chris Test General OF Feb 2007 10 15 PM 3 Chris Test General 07 Feb 2007 10 14 PM 4 Chris Test General OF Feb 2007 10 23 PM 5 Chris Test General OF Feb 2007 10 30 PM 6 Chris Test General OF Feb 2007 10 34 PM Clicking on the Full Name of the user will take you to the corresponding chat history For more information see chat history Ticket audit log T
61. Criteria Match All Filter Rules Match Any Filter Rule e Subject field Regarding your website e Filter type Contains e String Hello o The filter will match kayako 136 View and manage ticket filters To manage ticket filters 1 Open Tickets on the navigation menu bar as shown below Alerts Filters Reports E Manage Filters a New Filter 2 Open the Filters sub menu 3 Click Manage Filters You will be presented with a list of existing filters as shown below Filter Lis C amp all on hold tickets Public a edt Tl Delete 4 Exarnple filter Public Delete To edit a filter click on the corresponding Edit button To delete a filter click on the corresponding Delete button Insert Filter Filter Title Enter the Filter Title Filter Type eer P priva Select the Filter Type Public Filters are visible to all Staf Members aai n Private Filters are visible only to the Staf Member who created them Filter Criteria Subject E PT cH New Criteria Match All Filter Rules Match Any Filter Rule Selecting multiple ticket filters by checking the corresponding check boxes will open the mass management menu as shown below Using this menu filters can be mass deleted Under the Advanced Search tab filters can be searched for by name Under the Settings tab the number of filters shown per page if there are many can be limited kayako 437 Ma
62. Delete To delete a staff user account click on the corresponding delete icon Selecting multiple accounts by checking the corresponding check boxes as shown below will open the mass management menu as shown below Using this menu accounts can be mass deleted Under the Advanced Search tab accounts can be searched for by full name Under the Settings tab the number of accounts shown per page if there are many can be limited Mass Action dyvanced Search Settings _ TE err eps i T Aarm Option Another Staff Snother_Statt Administrator i 1 Edit Delete One Other Staff One_Other_staff Administrator Ej z ing Edit Delete Staff User Staf User Administrator Eil i 1 Edit Delete To edit a staff user account click on the corresponding edit icon A list of the properties and preferences specific to this user account are listed Refer to staff user fields for documentation on the required fields for editing a staff user account kayako 1311 Creating a staff user account To create a new staff user account 1 Click on the Staff tab on the administrator control panel navigation bar as shown below Home Departments Manage Staff Manage Teams Insert Staff Insert Team Mass Mail 2 Click on Insert Staff A list of the properties and preferences specific to a staff user account are listed Refer to staff user fields for documentation on the required fields for creating a new staff user account
63. Delete i Delete ti Delete To edit a ticket priority click on the corresponding edit Ef icon From here you will be able to configure the selected priority Refer to ticket priority fields for documentation on the required fields for a editing a ticket priority Creating a new ticket priority To create a new ticket priorities 1 Under the Tickets menu click on Insert Priority as shown below Tickets Manage Status Manage Priorities Attachment Types Insert Status Insert Priority Purge Attachments Maintenance From here you will be able to name and configure the new priority Refer to ticket priority fields for documentation on the required fields for a creating a new ticket priority kayako 449 Ticket priority fields Priority Details Enter your Ticket Priority Title This is the default display order in which the items are displayed The list is sorted in Ascending Order Type Public Private Specify the Priority Type Private Priories are not visible to clients Foreground Listing Color O If specified the foreground color of a Ticket with this fo Priority will be set to the one chosen Background Listing Color Cd If specified the background color of a Ticket with this p Priority will be set to the one chosen Template Groups bp Customize Select the Template Groups that this Priority will be assigned to This Priority will only be visible under the specified Template
64. If the task is still running stop it at this time Cancel 4 From here you can configure how frequently the task should run kayako 89 A value between 5 and 10 minutes is recommended to ensure the internal cron system is run effectively particularly if you use POP3 and IMAP fetching if you do not a bigger interval will suffice b Set the duration to 23 hours and 59 minutes as shown above 5 Click OK on all of the dialog boxes to save your configurations You will be prompted for the username and password for the account under which the task will run You should enter your default system username and password here Set Account Information Run a SERYWER Administrator Password Confirm password Cancel kayako 90 Important note Mail parser POP3 IMAP e mail polling cron setup As well as a cron job to call cron index php to run the internal scheduled tasks if you wish to regularly trigger the mail parser cron that fetches e mail from POP3 and IMAP e mail accounts then you will need to create an additional cron task to call cron index php _t parser The same procedures described in this section can be followed to achieve this kayako Staff control panel user manual Staff users typically use the staff control panel to handle the following primary tasks e Ticket management e User management e Downloads management e Knowledgebase management e Trouble sho
65. Incoming Attachments to Custom Attachment Types if enabled only attachment types defined under attachment types will be processed when attached to incoming tickets and replies e Storage Type attachments can be stored either in the database or the file system Storing attachments in the database may make your database size very large increasing the load on your database server Some server configurations also have problems handing the database file storage If you do have problems downloading attachments from tickets set the storage type to files Directory Remember that when setting the storage type to the file system you must ensure the files directory is writeable CHMOD 777 e Database Attachment Chunk Size In Bytes each Attachment stored in the database is split up into a number of chunks This number should not be any more than the Max Packet Size setting in your MySQL Configuration file kayako 338 Auto Close Settings Enable Disable Auto Close System Ov OR If Enabled The system will automatically change the Pa Status of the Tickets if they hawe reached a certain threshold time Ticket Status Bindings Select the Ticket Status for the Auta Close system Only Open the tickets with the selected Ticket Status will be taken Cn Hold Into consideration You can select multiple entries by Closed pressing the CTRL Button when clicking on an entry Department Bindings Select the Departments for
66. Jobs Please choose your experience level Go Back Step three Configuring the cron job We will set up this new cron job to run every five minutes on every hour of every day of every week of every month A value between 5 and 10 minutes is recommended to ensure the internal cron system is run effectively particularly if you use POP3 and IMAP fetching if you do not a bigger interval will suffice 1 Enter the e mail address to which the cron output will be sent it is recommended this is left blank otherwise your inbox could fill up very quickly 2 Into the command field enter the command wget O dev null http www mydomain com support_install cron index ph kayako Z 77 Entry 1 Command to run http www mydomain com support_installation cron index php Houris Every Hour Every Other Hour Every Four Hours Every Six Hours Every Minute Every Other Minute Five Minutes January February Every Ten Minutes 0 12 AM Midnight i fy Every Fifteen Minutes Save Crontab Reset Changes Select Every Five Minutes under the minutes menu Select Every Hour under the hours menu Select Every Day under the days menu Select Every Month under the months menu Select Every Weekday under the weekdays menu Click on the Save Contrab button to save and start the scheduled task kayako 78 Cron jobs in Plesk Control Panel The following procedure explains how to set up a scheduled task
67. Link Custom Field Group Link with Custom Field Group Do Not Link You can link this Ticket to a Custom Field Group by selecting one from the available options Once linked wou can enter the respective information under the Edit Tab Ticket Recipients Ticket Recipients receive all the Emails that are replied to by Staff Members The option to add Ticket Recipients is available when sending a CC BCC or Forwarding a Ticket There are three types of Recipients Third Party Whenever you forward a ticket a seperate communication channel is opened in 4 Ticket that is different from the one established between the staff and the client If you add a Third Party to the Recipients list whenever staff replies to a Ticket it will be dispatched to the third party CC Users These are the Users to whom you CC ed the Replies Any futher replies will be CC ed to them automatically BCC Users These are the Recipients to whom the original reply was BCC ed They will always be B C ed automatically whenever a staff replies Add New Recipient ou can add a new Recipient by selecting the Recipient Type and specifying the Recipient Email Address The re added recipient will receive the entire staff replies automatically but will not have access to view the ticket online Merge Ticket Enter the Ticket ID with which this Ticket should be merged ny Replies received under this Ticket will be automatically appended to the Tic
68. Mark the task as F F None i complete or Status delete the task Edit the task s properties and fields kayako Knowledgebase The knowledgebase is a database of categorized articles that act as an information repository much like a frequently asked question database for your clients The client s interface to the knowledgebase is shown below O rtSu ite Articles are organised by category and subcategory Support Center Knowledgebase gt Knowledgebase Categories The knowledgebase is organized into different categories please select A category that you are Interested in You can also search the entire knowledgebase by entering keywords in the navigation bar beside this text Company 0 Web Hosting 1 What are your server s specifications gt more topics Getting In Touch 3 What is the support desk Can I contact you by telephone Can I contact you by Instant Messenger more topics Clickable article listings Knowledgebase articles can be rated and also commented on by client users per confirmation within the administrator control panel 261 From within the staff control panel knowledge base articles and their categories are managed and article comments can be moderated here as well kayako 262 Managing knowledgebase categories To view the knowledgebase article categories 1 Open Knowledgebase on the navig
69. This value is in Seconds Session Inactivity Expiry for Site Visitors Soo Time after which Visttors Tracked via Live Support Module will be marked as idle and their sessions deleted It is recommended that this value not be Increased to keep the server load in check Cookie Domain Enter default Cookie Domain Enter default Cookie Path Update Settings e Default Session Inactivity Expiry if a user or staff user s login session has been inactive for this length of time in seconds the session will be cleared and the user required to log in again e Session Inactivity Expire for Site Visitors the time in seconds after which visitors tracked by the LiveResponse Client Application are considered inactive and their tracking stopped e Cookie Domain the cookie domain that cookies will be created for each user If you have not installed of SupportSuite eSupport or LiveResponse on a sub domain then this should be left as default If you have installed the software on a sub domain enter the sub domain preceded by a dot here for example subdomain domain com If you use just your domain example com then the cookie will be made available for all sub domains of this domain e Cookie Path the cookie path that cookies will be created for each user If you are not running more than one installation of SupportSuite eSupport or LiveResponse on the same server it is recommended this be left as default Click on th
70. Ticket Flagged To X By Y the ticket has been flagged e Ticket Flag Cleared By X the ticket s flag has been cleared e Ticket Exported as XML By X the ticket has been exported in XML format by a staff user e Ticket Exported as PDF By X the ticket has been exported in PDF format by a staff user e Ticket Due Time Set To X By Y the ticket s due time has been set e Ticket Marked as Overdue By X the ticket has been marked as overdue e Ticket Due Time Cleared By X the ticket s due time has been cleared e Ticket Note Added By X a ticket note has been appended to a ticket e User Note Added By X a user note has been appended to the user s account from within the ticket e Ticket Note Deleted By X a ticket note has been deleted e Ticket Printed By X a ticket has been exported into a printer friendly view e Ticket Post Deleted By X a ticket reply has been deleted e Ticket Draft Cleared By X draft contents of a ticket reply have been cleared e Ticket Draft Saved By X draft contents of a ticket reply have been saved kayako 197 e Ticket Forwarded To X By Y the ticket and some of or all of the reply contents have been forwarded by a staff user e Ticket Recipient X Deleted By Y a ticket recipient has been deleted e Time Tracking Entry X Deleted By Y a time tracking or billing entry has been deleted e Time Tracking Entry Added For X By Y Worked s Billable Z time
71. To delete a label click on the corresponding delete icon Selecting multiple labels by checking the corresponding check boxes will open the mass management menu as shown below Using this menu labels can be mass deleted Under the Advanced Search tab labels can be searched for by title Under the Settings tab the number of labels shown per page if there are many can be limited kayako Advanced Search Celete b Important D Business D Personal H Anniversary b Birthday b Needs Preperation b Travel Required D Must Attend H Vacation b Personal D Business D Important Lb Phone Call FERRER REE EE e To edit a label click on the corresponding edit EJ icon From here you can configure the properties of the selected label Refer to teamwork label fields for documentation on the required fields for editing a label Settings Creating a new teamwork label To create a new teamwork label 1 Click on Insert Label under the Teamwork menu as shown below Teamwork Manage Status Manage Priorities Manage Labels Manage Categories Insert Status Insert Priority Insert Label Insert Category Ep EF Eb Eb EF Eb EF Eb Eb Ep E Ef amp Delete Delete Delete Delete Delete Delete Delete Delete Delete Delete Delete Delete Delete 480 From here you can configure the properties of the new label Refer to teamwork label fields fo
72. W Delete J on Hold Public z Edit O Delete F closed Public Edit la Delete Page 1 of 1 To delete a ticket status click on the corresponding J delete icon Selecting multiple ticket statuses by checking the corresponding check boxes will open the mass management menu as shown below Using this menu statuses can be mass deleted Under the Advanced Search tab statuses can be searched for by title Under the Settings tab the number of statuses shown per page if there are many can be limited kayako 445 Settings Mass Action 4dyvanced Search Action Status List Status Title Display Ordera Status Type Options Open Public Ef edt T Delete C on Hold Public Ej Edit mi Delete Closed Public Ef edt Tol pelete To edit a ticket status click on the corresponding edit Ej icon From here you will be able to configure the selected status From here you will be able to name and configure the new status Refer to ticket status fields for documentation on the required fields for editing a ticket status Creating a new ticket status To create a new ticket status 1 Under the Tickets menu click on Insert Status as shown below Tickets gt Manage Status Manage Priorities Attachment Types Insert Status Insert Priority Purge Attachments Maintenance From here you will be able to name and configure the new status Refer to ticket status
73. WordPad Edit etc In this example we will open the file using Microsoft WordPad which preserves line breaks well a We do not recommend that you use Microsoft NotePad to edit the file as the editor has problems displaying the line breaks in some types of file kayako 23 B config php WordPad File Edit View Insert Format Help Kayako Web Solutions source Copyright 2001 2004 Kayako Infotech Unauthorized reproduction is not allowed License Number LICENSEs Shuthor wshoor Date 2007 01 05 20 57 51 SRCSfile config php w Revision 1 16 WEW kayaka cor PRRRRRPRARR RRR ARERR RRR RRR ERE RRR EER DATABASE HOS THAME Lig DB hostname localhost see 4 For Help press Fl 5 The following variables in this file must be edited as described below o DB hostname This variable stores the address of your database server On most installations the database server is located on the same computer as the web server in which case the address should be set to localhost otherwise use the address of the database server as supplied by your web host o DB username This variable contains the username provided to you by your host for connecting to your database server o DB password The password that accompanies the database username should be entered here o _DB name This variable should be altered to state the name of the data
74. added to a separate ticket CC BCC and third party recipients TAFF THIRD FARTY USER RECIFIENT CC User a CC user who has been added to a ticket is carbon copied all replies sent by a staff user BCC User a BCC user who has been added to a ticket is blind carbon copied all replies sent by a Staff user Third Party Recipient a third party recipient added to a ticket is carbon copied all replies sent by a staff user A third party is able to send e mail replies and have them appended to the ticket that was not originally created by them Note that adding an e mail address as a recipient does not give a user behind this e mail address access to the client support interface kayako 182 Whether or not a user gets to see third party recipient replies in the client support interface is configured in the administrator control panel see ticket settings in the administrator control panel Predefined replies A predefined reply is more commonly known as a standard reply a ticket reply that has already been typed up and saved for re use either as a reply or as a template for a reply Using predefined replies When replying to or creating a ticket a predefined reply can be sourced and inserted using the quick insert menus as shown below General Post Reply Forward Follow Up Billing Add Notes Release History From Staf User lt statf user cam gt Quick Insert 9 Quote SF Predefined Replies SP Knowledg
75. all field selections The user is able to select just one selection From office remote From home remote Client s office manual Client s home manual kayako 404 Field Details The Field Tithe is displayed beside each field in the User and Staff sections Use this to denote what the field is about Field description Specify the description of the field Specify the Field display order If there are multiple fields Under the specified Group they will be sorted according to the specified display order in Ascending Mode Is Required Oves no Whether or not the Field is required If enabled the User will be required to fill in the Field before the data can be processed User Editable yve On Whether or not the User can modify the Field information Ste j Staff Editable O l Yes Ho Whether or not the Staff can modify the Field information Here you can specify a custom Regular Expression to Validate the field input Field Options Option Yalues Display Order Is Selected b MIO OUOUOUOOU SB Insert Field e Field Title the main title of the field e Default Value when the field is outputted into an interface the default value will already be present in the field unless changed e Field description a description of the field designed to be more descriptive and longer than the Field Title e Display Order where more than one field is displayed as part of a grou
76. and Settings User Desktop Kayako Files 3 supportsuite 3 10 02 stable zendopen tar e7 WinRAR File Commands Tools Favorites Options Help W oo A BOW fe Extract Ta Test View abe Find Wizard Info WirusScan Packed Type Modified Folder Folder osoa 2007 0z Select all Ctrl 4 Extract bo the specified Folder Alt E Test archived files Alt T view File Glk y Repair archive Alt F Extract without confirmation Alt Show information Alt I Set default password Ctrl F Add to Favorites Ctrl F VIEW 45 Sort by Change drive EJ m0 Selected 1 Folder Total 1 Folder kayako 18 Step four Setting up the database Kayako SupportSuite eSupport and LiveResponse require a MySQL database to be available and accessible before the installation script is run It is recommended that an individual database be created for the exclusive use of the software Using phpMyAdmin Versions of phpMyAdmin are updated and released frequently and quite often the cosmetics and layout of the interface may change 1 Login to phpMyAdmin to create a new database in this guide we will name the database kayako_ suite 2 Under Create New Database enter the name of the new database localhost Server version 3 0 36 Deblan_ 1 log Frotocal version 10 server Localhost via UNIX sacket User roote localnost MySQL charset UTF 8 Unicode utf8 MySQL connection collation Create new database F T kayako_suite kayako_s
77. and can be password protected meaning a client user must enter a password before being able to download a file As shown below a client can view all files within a category kayako 271 O SupportSuite Support Center Downloads Example Catagory A sub category gt Download Categories The Downloads Library is organized into different categories Please select a category that you are Interested in Additionally you can also search the entire Downloads Library by entering keywords In the navigation bar beside this text Downloads 7 Another file Description This is another file useful because it is demonstrating the Downloads features of SupportSuite Size 0 00 KB Modified 07 Mar 2007 12 03 PM Total Downloads O TT Document 35 Description 55th in the series of internal documents Size 22 27 KB Modified 07 Mar 2007 12 07 PM Total Downloads 2 E Document 34 Description 54th in the series of internal documents Size 22 27 KB Modified 07 Mar 2007 12 08 PM Total Downloags 0 Document 33 Description 54th in the series of internal documents Size 22 27 KB Modified 07 Mar 2007 12 05 PM Total Do Back PSS feeds of files are available via the client support interface Downloads can also be commented on by users Per configuration within the administrator control panel comments can require approval by a staff user before they are made visible to the public kayako 272 Managing dow
78. as Hosting Customers e Group type has two options registered and guest For more information on group types see Registered vs Guest user groups e SLA plan allows for selection of an SLA plan that all users who are member to this user group will inherit Permissions SWIFT General e Can View Register Widget if set to no users of this group will not be able to view the Register widget on the support desk home page see what is a widget in the frequently asked questions Permissions Tickets Copyright 2001 2009 Kayako www kayako com 215 e Can View Submit Ticket Widget if set to no users of this group will not be able to view the Submit a Ticket widget on the support desk home page e Can Submit Ticket if set to no users of this group will not be able to submit tickets to the Support desk e Should Send Ticket Autoresponder if set to no no auto responder confirming receipt of their message will be sent to the user upon ticket creation Permissions Knowledgebase e Can View Knowledgebase Section if set to no users of this group will not be able to view the knowledgebase Permissions Downloads e Can View Downloads Widget if set to no users of this group will not be able to view the Downloads widget on the support desk home page Permissions Troubleshooter e Can View Troubleshooter Section if set to no users of this group will not be able to view the troubleshooter Pe
79. as EXIM or Postfix for Microsoft Windows a work around must be used This procedure briefly explains how to use Cygwin a set of Unix applications ported on Windows and allows to run windows applications from this linux environment and EXIM 1 2 We assume that PHP4 has installed to C PHP4 We assume that SupportSuite or eSupport has been installed to D _htdocs Install Cygwin www cygwin com While installing this application select EXIM under the Mail Component and Python under the Python component Set up EXIM by running script exim configure When asked whether or not EXIM should be installed as a service answer Yes Make sure that the port 25 is has been opened in the Windows firewall Download a script called mimedecode py from http phd pp ru Software Python and please it in a new directory located at C mimedecode In the C mimedecode directory create file named esupport sh with the following lines a bin sh b cat cygdrive c mimedecode mimedecode py f utf 8 cygdrive c php4 php exe d _htdocs cli index php Change the file permissions of esupport sh to 755 using the command a chmod 755 cygdrive c mimedecode esupport sh 10 Edit the file etc aliases located in c cygwin etc aliases and enter the following lines for example a postmaster hostmaster company com b support cygdrive c mimedecode esupport sh 11 This will pipe the alias support yourdomain com to the file esup
80. being accepted by a Staff user and the chat being closed e Department the department selected by the user when the chat request was made e Transferred From if the chat was transferred the transferring department staff user is Shown here e Chat Type if the user made the chat request the chat type will be displayed as User lt gt Staff If the staff user made the chat request pre emptive chat the chat type will be displayed as Staff lt gt User kayako 235 Advert tracking The Advert Tracking functionality of the Live Support area allows for the tracking of referrals and advert campaigns For example if you wanted to track referrals to your website s home page a new campaign would be created with the redirect URL set to http www yourhomepage com index php A campaign URL will then be created by the system such as http www Yourhomepage com support visitor index php _m livesupport amp _a track amp ampaigned 1 Users who click on this campaign URL will be redirected to http www yourhomepage com index php As well as this the click and the referrer URL will be logged and become viewable within advert tracking reports System redirects the User to the redirect WEL User clicks on the campaign I EL OA mey G t 1 COM Sys and the referrer www sitel com System logs the click Managing campaigns TO manage advert campaigns 1 Open Live Support on the navigation menu bar
81. bytes 625 bytes total root dey root You have now configured e mail piping to your SupportSuite or eSupport system Now you must ensure you have created an e mail queue within the administrator control panel so that the mail parser will accept the incoming e mail messages For more information see mail parser in the administrator control panel If you find you are having issues getting e mail piping to work check the following things in order 1 That you have the e mail queue set up in the administrator control panel set up to parse e mail coming into the e mail address you have set up piping for 2 That the cli index php file has the correct file permissions 3 That you have entered the correct absolute path to cli index php as the location of which to pipe to 4 That the pipe command is enclosed in quotation marks full path to cli index php 5 Try adding php q to the pipe command so the location to which the e mail alias is forwarded to becomes b php gq full path to cli index php kayako 72 E mail piping in Windows This section of the manual has been made up using a number of sources including contributions made by the community to our user forums The guide is not fully supported or guaranteed by Kayako If you have any questions regarding this guide please see this thread http forums kayako com showthread php t 6646 As there is no native of a stable mail transport such
82. comment comment Unapproved Comments FullName Cal Options iy OY Mar z007 01 46 eH willian will email com AM Approve Eil Edit i Delete You may also find more information here Lisa OF Mar 2007 01 52 3 0 hers lisa user com AM Oppro E edit TH Delete I agree with the above but I still lit edit a Page 1 of 1 comment fs Quick Search Options Anproved Comments F Tim Holly i Mernail cam 07 Mar ae W1ise al Unapprove E Edit Delete 07 Mar 2007 01 47 ll Unapprove E Edit Comment AM Delete contents Page 1of1 Legend A Unapproved Comments Unapprove a comment Selecting multiple comments by checking the corresponding check boxes will open the mass management menu as shown below Using this menu comments can be mass deleted and mass unapproved Under the Advanced Search tab comments can be searched for by title writer or by their contents Under the Settings tab the number of comments shown per page if there are many can be limited kayako 287 Importing and exporting troubleshooters XML files containing troubleshooters can be exported and imported to save hard copies of troubleshooters and move troubleshooter content between SupportSuite installations To import or export troubleshooter XML files 1 Open Troubleshooter on the navigation menu bar as shown below is Home Tickets Teamwork knowledgebase Downloads Troubleshooter Manage Categories Manage Steps
83. comments can be searched for by title writer or by their contents Under the Settings tab the number of comments shown per page if there are many can be limited kayako 268 Importing and exporting articles To import or export knowledgebase XML files 1 Open Knowledgebase on the navigation menu bar as shown below SSS eee E E k knowledgebase Downloads Troubleshooter Quick Jump Insert Category Insert Article Comments 2 Click on Import Export The import and export features of the knowledgebase allow you to export articles by category and similarly import XML files containing Knowledgebase categories and articles as shown below i soort E rt Cat i Hport categories Parent Category Only Articles Example Category One Example Category Two Example Category Three Export ML Import Knowledgebase XML File Please select the Knowledgebase ML File to import the data from Import ML kayako 269 Knowledgebase reports To view knowledgebase related reports 1 Open Knowledgebase on the navigation menu bar as shown below Knowledge base Downloads Troubleshooter Quick Jump Insert Category Insert Article Comments ImporyExport Reports 2 Open the Reports menu 3 Click on the appropriate report The report features of the knowledgebase allow you to view which articles are the most popular how articles are being rated by client users and which articles are c
84. confirm Enter the Password again to confirm Insert File File Details e File Title the title of the file e File Description a description of the file e Display Order the display order of the file Files are listed within categories according to their display order e Parent Category if the file is to be placed under a category it is set here e Upload File if you are uploading the file directly to your SupportSuite installation find the file on your hard disk here and select it or e Link to an existing file you can link to an existing file if you know the URL of the file if it is already uploaded to a different location e Enable Password Protection if you require your clients to enter a password before downloading a file set this to yes Otherwise set to no e Password to add a password or change the password of the file enter the new password here kayako 277 e Password confirm confirm your password entry Click on the Insert File button to create the new file kayako 278 View and manage download comments To view and moderate user comments 1 Open Downloads on the navigation menu bar as shown below knowledgebase Downloads Troubleshooter Quick Jump Insert Category Insert File Camments Reports 2 Click on Comments Per configuration in the administrator control panel comments may require approval by a staff user before they are displayed publicly via th
85. cron system to perform internally scheduled tasks such as POP3 IMAP e mail fetching cleanups and so on This guide assumes that the wget command is enabled for your system which will be by default for Linux and Unix systems but not for Microsoft Windows system For installing wget for Microsoft Windows see using Microsoft Windows Server 2003 The wget command simply loads or fetches an element such as a web page Step one Log in to the DirectAdmin control panel 1 Enter your account s username and password 2 Press the Login button 3 Click on the Cronjobs icon under the Advanced Features menu as shown below Advanced Features Server Information Custom Error Pages SSL Certificates phpMyAdmin Cronjobs Site Redirection Mime Types Domain Pointers pache Handlers Step two Adding and configuring a new cron job We will set up this new cron job to run every five minutes on every hour of every day of every week of every month A value between 5 and 10 minutes is recommended to ensure the internal cron system is run effectively particularly if you use POP3 and IMAP fetching if you do not a bigger interval will suffice kayako 82 Create a New Cron Job Minute 0 59 Hour 0 23 Day of Month 1 31 Month 1 12 Day of Week 0 7 0 or 7 Sunday rr 1 Into the command field enter the command wget O dev null http www mydomain com support_install cron index ph 2 Enter 5 under Minute
86. e gt mysql u root p Enter Password Enter your root password here 2 Assuming the database name is kayako_suite the database user as kayako_suite the host as localhost and the password as support enter the following commands e create database kayako_suite e GRANT ALL PRIVILEGES ON kayako_suite TO kayako_user IDENTIFIED BY Support e exit 3 Your database and database user should now have been created and set up with the correct permissions kayako 22 Step five Editing the config php file The config php file that can be found in the folder upload config relative to the location to which you extracted the software package in step three This file needs to be manually edited and must have the database and login information for the database that you wish to install SupportSuite eSupport or LiveResponse to To edit the config php file 1 Browse to the location to which you extracted the package files 2 Browse to the upload folder 3 Browse to the config folder pm a au DER Fie Edit wiew Favorites Tools Help ay s N O Back cd F l Search i Folders Bek Address C Documents and Settings User Desktop Kayako Files upload contig hal 30 a ke config php File and Folder Tasks x PHP File 4 KE 9 Make a new Folder ie Publish this Folder to the Web E3 Share this Folder Other Places 9 upload My Documents 4 Open up config php in a text editor such as
87. field is outputted into an interface such as at ticket creation any data entered into this field will be validated against this expression If validation fails the system will return an error stating that the data entered is not valid For more information on regular expressions see www php net pregq_ match Checkbox list A checkbox list is made up of a series of options each with a checkbox To select an option the user checks ticks the box The user is able to select more than one field Lead Information Further details about the ticket being sent out Has been contacted before d Passed on by word of mouth L Found by cold calling d Found through agents L Represents large company kayako 400 Field Details The Field Tithe is displayed beside each field in the User and Staff sections Use this to denote what the field is about Field description Specify the description of the field Specify the Field display order If there are multiple fields Under the specified Group they will be sorted according to the specified display order in Ascending Mode Is Required Oves no Whether or not the Field is required If enabled the User will be required to fill in the Field before the data can be processed User Editable yve On Whether or not the User can modify the Field information Ste j Staff Editable O l Yes Ho Whether or not the Staff can modify the Field information Here you c
88. fields for documentation on the required fields for creating a new ticket status kayako Ticket status fields Enter your custom Ticket Status Title Link Status with Department Display under all Departments This option allows you to link this Status to an existing Department If a Status is linked to a Department it will be visible only under the linked Department Status Color Enter the Color Code you would like to associate with this Statys This is the default display order in which the items are displayed The list is sorted in Ascending Order Display in Main Ticket Listing Oye n If enabled all Tickets under this Status will be displayed in e the main Ticket Listing It is recommended that this option be disabled for Resolved Ticket Statuses like Closed Fixed or Info Required Display Ticket Count in Tree If enabled the total Ticket count for this Status will be Ores Ono displayed in the Filter Tickets Tree It is recommended that you disable this option for Statuses which are for Resolved or Fixed Tickets Status Type Public Private Select the type of Status Public Status are visible in the Client Support Center whereas Private status types are visible to only the staff users Reset the Due Time Automatically O Yes Ho If Enabled the system will automatically reset the due time for a ticket when the ticket status changes Insert Status e Status Title the title of th
89. found under New Messages Instead it will be listed under Replied Messages Once replied to a message can no longer be replied to again Copyright 2001 2009 Kayako www kayako com 232 Chat History To view the Chat History interface 1 Open Live Support on the navigation menu bar as shown below knowledgebase Home Tickets Live Support Teamwork Messages Chat History d Tracking Canned Tag Generator 2 Click on Chat History The chat history interface is shown below February 2007 2 Live Support Chat History T T D d a i Sh Sun Mon Tue Wed Thu Fri Sst LASERARS lt gt 1 2 3 eee Full Mame Staff Name li Sle ls 14 1S ae 1s LJ Chris Test ia p3 zo 21 22 23 24 Fle Jee dle lhe a Select date Quick Search Options Date w Feb 2007 03 Department General LJ Test Test General Feb 2007 03 C Test Test General Feb 2007 03 camel GEL Lad Chris Test L test General Feb 2007 03 i CHat History Staf User General Feb 2007 Onl ne Staff J Sta User AAS oe oe L Chris LJ Chris LCa Chris G Chris Ca Chris Test Test Test Test Test General General General General General Feb 2007 Feb 2007 Feb 2007 Feb 2007 Feb 2007 Click on the name of a User to view the chat history recard View chat histories by date using the calendar For details on using the calendar to view histories
90. from the managing custom fields area of the administrator control panel NEG EUG atio 19 20 dsdl 1 0 2 9 4 012 3 Here you can specify a custom Regular Expression to validate the field input For more information on regular expressions see www php net preg_ match Copyright 2001 2009 Kayako www kayako com 411 At user ticket creation in the client support interface gt Submit a Ticket If you can t find a solution to your problems in our knowledgebase you can fill in the fields below with as much detailed information as possible and send it to our support personnel General Information Priority Low ne My custom User Ticket Creation group Licence Grea Password Please enter your client fs licence area password My custom Staff and User Ticket Creation group System Information Operating System Information about the CPL system RAM Graphics Card Motherboard Message Details Subject 4 text area has been made available at user ticket creation via the client support interface so that clients can enter their system information The default value for this field has been entered as shown In the contents of the text area listing suggested items the chent should provide Upload Filefs At staff ticket creation in the staff control panel My custom Staff Ticket Creation group Lead Information Further details about the ticket being sent out Has been contact
91. group To view and manage custom field groups 1 Click on Insert Group under the Custom Fields menu as shown below Options c Settings Templates Aal Languages Sj Custom Fields Manage Groups Manage Fields gt Insert Group Insert Field a Live Support A Mail Parser Tickets You will be presented with the editable fields for this group as shown below Refer to custom field group fields for documentation on the required fields for creating a new custom field group kayako 392 Custom field group fields Custom Field Group Details Group Title Group Type User Registration Select the Custom Field Group Type All fields that you create are under a specific Group which is further bound to a section of the product This can be the User Registration User Groups Ticket Creation etc Display Order The display order of this Group If there are multiple Custom Field Groups under a section they are sorted using the display order in Ascending Mode Insert Group e Group Title the title of thus custom field group e Group Type the type of the custom field group The type represents for which area of SupportSuite eSupport and LiveResponse the custom field group is intended o User registration the fields apply to a user s account o User groups the fields apply to user groups o Teamwork contact the fields apply to a contact entry o Teamwork event the fields apply to an even
92. guide was kindly contributed by a community member on the community forums http forums kayako com showthread php t 11081 In the current version of SupportSuite eSupport and LiveResponse it is not possible to completely disable the posting of comments via the client support interface This may lead to a lot of automated spam messages entering your moderation queue and filling your database To remove the comment posting feature from the client support interface completely 1 In the administrator control panel go to Templates gt Search Templates 2 Search for the string a comments 3 This should return the following templates a comments b kbarticlenavbar c kbarticleview 4 To disable the showing of the comments option in the main Knowledgebase article view edit kbarticleview removing this line near the bottom of the template a lt lt displaytemplate name comments gt 5 To disable the comment option under Article options in the right hand menu edit kbarticlenavbar place comments around or remove the following comments are lt and gt spaces added a lt div class navitem onMouseOver javascript this className navitemhover onMouseOut javascript this className navitem gt lt img src lt themepath gt icon_addcomment gif width 16 height 16 gt amp nbsp lt a href onClick javascript switchDisplay comments gt lt language addcomment gt lt a gt lt div gt 6
93. if multiple template groups are used this category can be set to only display in one or more of them Click on the Customize button to list the available templates Click on the Insert button to create the new category kayako 264 Managing knowledgebase articles To view the knowledgebase articles 1 Open Knowledgebase on the navigation menu bar as shown below OO Home Tickets Teamwork Knowledgebase Downloads Troubleshi Manage Categories Manage Articles Quick Jumper Insert Category Insert Article 2 Click on Manage Articles You will be presented with a list of all knowledgebase articles stored in the database across all categories as shown below Click Filter to filter the articles by category a Quick Search Options Categories Manage Articles Page 1 of 1 Article List 1 Filter al e Mee eet 07 Mar 2007 12 27 AM Draft example article B Another article OF Mar 2007 12 27 AM Published ae oe ee ee T B n article 04 Feb 2007 09 15 PM Published Rafe a a 0 Page 1 of 1 Legend EB Published QE private Jl Draft Has Comments Click on an Ratings are made by article s title to clients wia the client view the article support interface Selecting multiple articles by checking the corresponding check boxes will open the mass management menu as shown below Using this menu articles can be mass deleted Under the Advanced Search tab articles can be searched for by
94. information bar kayako 160 e Post Reply the post reply tab will introduce the reply interface e Forward the forward tab calls up forwarding related functions e Follow Up the follow up tab allows you to add a follow up task to the ticket e Billing the billing tab calls up the billing information bar allowing a staff user to add billing and time worked information to a ticket e Add Notes the add notes tab enables the attaching of notes to the ticket e Release the release tab allows a staff user to release a ticket to another or no staff user e History the history tab calls up the ticket creator s ticket history e Chats the chats tab calls up the ticket creator s chat history not applicable to eSupport e Audit Log the audit log tab calls up a detailed audit history of the ticket such as status changes replies priority changes and department transfers e Edit the edit tab calls up editable ticket fields such as recipients and ticket properties Mass replying to tickets This can be done visa the mass management interface within a ticket listing as shown below Options Delete Ban amp Delete Merge Tickets Mark Due Mark Due in 4 Hours Mass Print Mass Reply For more information on the ticket reply interface see replying to a single ticket Replying to a ticket When viewing a ticket as detailed in viewing a ticket click on the Post Reply tab on the ticket management
95. knowledgebase Checking this box will allow for the creation of anew knowledgebase article based on the contents of the ticket reply entered After sending the ticket reply you will be presented with a knowledgebase article entry form as shown below Ime Worked sh Predefined qe Knowledgebase w Send Em h Add Note Email Options Attach Files Spell Check kayako 167 Subject Enter the Article Subject Article Status Select the Article Status Published Visible to both Staf amp Clients Private Visible to only Staff Draft Marked as Draft and not visible to Clients Display Order Specify the Display Order for this Article All Items are sorted in Ascending Order Parent Category Parent Category Select a Parent Category for this Article You can select multiple Example Catagory One categories by holding the CTRL Key and clicking on a Category Title Example Catagory Two Contents Insert Article Send e mail Checking this box will send the ticket reply by e mail to the client With this box checked the ticket reply will still be recorded and available to the client via the client Support interface but a copy will not be sent by e mail nowledgebase Send Email Spell Check Buttons Save as draft Clicking on this button will save the contents of the ticket reply area When you next open the reply interface for this ticket the draft contents will appear in the ticket reply area availab
96. listed as shown below kayako 481 Teamwork gt gt gt Manage Status Manage Priorities Manage Labels Manage Categories Insert Status Insert Priority Insert Label Insert Category A list of all of the categories available for teamwork data types will be listed as shown below Page 1 of 1 Category List Ins m a a a a a a a a a n a a ert Category Category Title Business Time amp Expenses Phone Calls International Ideas Holiday Objectives Personal Hot Contacts Favorites gt VIP Personal C Competition Business E key Customer Page 1 of 1 To delete a category click on the corresponding delete 1 icon Category Type A a Event FA Event FA Event a Event FH Event FA Event a Event FA Event a Contact la Contact aa Contact a Contact Contact Contact Contact Options Edit Edit Z Edit E edit E Edit E Edit Edit Edit E edit Edit E Edit E Edit E Edit Edit E Edit i Delete L Delete m Delete i Delete Delete m Delete m Delete L Delete m Delete i Delete E Delete im Delete m Delete L Delete m Delete Selecting multiple categories by checking the corresponding check boxes will open the mass management menu as shown below Using this menu categories can be mass deleted Under the Advanced Search tab categories can be searched for by title Under the Sett
97. menu as shown below General Post Reply Forward Follow Up Billing Add Notes Release History 14 Chats 0 Audit Log Edit This will present you with the ticket reply interface as shown below kayako 161 General Post Reply Forward Follow Up Billing Add Notes Release History 1 Chats 0 Audit Log Edit From Staff User lt staff user com gt Quick Insert 9 Quote F Predefined Replies F Knowledgebase 4 Downloads Properties Qwner Unassigned Department Status Priority High w Due Time Worked In Minutes Predefined Knowledgebase v Send Email _Save as Draft Follow up _ Email Options Attach Spell Check From Quick Insert o Quote Predefined Replies Knowledgebase Downloads O O O Properties Owner Department Status Priority Options Due Time Worked Add to Predefined Add to Knowledgebase Send Email O O O O Buttons Send sends the reply Save as Draft Follow Up Add Note Email Options Attach Files Spell Check O O O O OOO kayako 162 From If there are multiple e mail queues configured in the administrator control panel for SupportSuite a different From address and name can be set here Quick insert Quote Past correspondence from within the ticket can be quoted using this menu Quote Client Posts pastes all of the client s correspondence from within the ticket into the reply area Quote All Posts
98. offline messages in the Staff control panel Client application Winapp Settings oo o Search Engine Yisitor Foreground Color Specify the Foreground Color for a Visitor that has been TECN referred from a Search Engine Search Engine Yisitor Background Color Specify the Background Color for 4 Visitor that has been eee er referred from 4 Search Engine 4d Tracking isitor Foreground Color Specify the Foreground Color for a visitor that has been ee ee a referred from an d Tracking Campaign 4d Tracking isitor Background Color Specify the Background Color for a visitor that has been eee es referred from an existing 4d Tracking Campaign This allows you to easily distinguish visitors that came from your ad placements The foreground colors for the rows used by the LiveResponse Client Application are configured here Client support center Client Support Center Settings Display Live Support Status Icon below ves Ono Navigation Bar If Enabled Live Support Status Icon will be displayed automatically below the Navigation Bar in Client Support Center Update Settings e Display Live Support Status Icon below Navigation Bar if enabled the live support status icon will be available on the client support interface as shown below kayako Lost Password Email Password Remember Me Search Co Sar Live support status icon Entire Support Site wt Latest News
99. on the corresponding edit Z icon Refer to e mail queue fields for documentation on the required fields for an e mail queue Creating a new e mail queue kayako 421 To create a new e mail queue 1 Click on Insert Email Queue under Mail Parser the Options menu as shown below Options ie Settings Templates Aal Languages Custom Fields i Live Support g Mail Parser Manage Email Queues Manage Rules Manage Breaklines Insert Email Queue gt Insert New Rule Email Bans Catch All Rules Parser Log Refer to e mail queue fields for documentation on the required fields for creating a new e mail queue E mail queue fields From here you will be able to edit most of the setting that are configurable for an e mail queue as shown below Email Fields Email Queue Address sales mycompany cam Enter a valid Email Address for your queue Example sUpportia domain com Queue Type Tickets Select the Queue Type If the Type is set to Bug Tracking any new Emails sent to this Queue will result in the creation of new bugs Fetch Type Pop wt Select how the Mail Parser will fetch for new emails Qptions other than Fipe require hostname username and password to be specified Queue Template Group default Select the Queue Template Group The settings amp templates from this Template Group are used for the newly created Email Queue Queue Details kayako 422
100. once are displayed throughout the system This value should accord to the PHP date function documented at www php net date e Time Zone specify the default time zone here Each staff user can configure their own local time zone under the staff user preferences for more information see staff user preferences in the staff control panel e Enable Daylight Savings if enabled the system will automatically adjust each time value when daylight savings time comes into affect e Calendar Date Type the format of the calendar date shown on date pickers throughout the system Click on the Update Settings button to save the setting changes kayako 329 Tickets For more information on tickets see tickets in the staff control panel General Ticket Settings JET lees a eee ee Display Tickets Tab yes Ono Toggle the Display of Tickets Tab in Staff CP Send Complete History in Staff Replies Ove No This option enables sending of complete history of the ticket in all Staff replies Mote This option adds extra overhead in the execution of reply routines Enable Pagination for Ticket Posts yes Onn This Option allows you to Enable Disable Pagination for Ticket Posts Pagination splits up different posts into diferent pages with each page having a specified number of posts Require Yalid Email OF On If Enabled The user will be required to have a valid email when e j submitting a ticket or authenticating usi
101. only by other staff users e Billing information staff users can keep track of their time spent working on a ticket kayako 115 Listing tickets A ticket list is a listing of tickets an example of which is shown below The current ticket listing VIEW Quick search tickets Messages Quick Search Options ee Views Labels Mass Actio Tickets List Default View Subject Ticket ID Last Replier Replies Last Activity Due A labelled ticket 23d23h34m F A message IAK 723997 Indicator qa Another ticket from me 26d17hL3m Overdue ee Test Staff User 8d135h32m Overdue g About your website D 1i 2 Hz0 93243686 Staff User 29d19h1Lam Overdue Page 1 of 1 Wodated ticket indicator Ticket 4 flagged Yellow if updated since ownership ticket your last visit indicator e The current view the name of the ticket view currently being used For more information on customized ticket views see customized ticket listing view e Ticket ownership indicator the red star indicates that the ticket is assigned to you the staff user For more information on ticket assignments see ticket assignment ticket ownership e Ticket label indicator the ticket has one or more label s attached to the ticket For more information on ticket labels see ticket labels e Updated ticket indicator this indicator will display
102. or LiveResponse kayako 13 Step one Activating your license and downloading the key file This guide assumes that your SupportSuite eSupport or LiveResponse license owned yearly or leased has already been purchased The first task before proceeding with the installation of SupportSuite eSupport or LiveResponse is to activate the license for your domain name A license for SupportSuite eSupport and LiveResponse is unique and can be used only on the domain name you activate the license with Activation of a license takes place in the Kayako member s area located at http members kayako com After logging in with your customer e mail address and password you will be presented with a page that looks similar to the figure shown below Orders Order ID Product wWFO96854545 80 SupportSuite Owned Home Get Support Purchase Invoices Pricing Downloads Enter the domain Filename we name in this field supportsuite 3 10 02 stable zendopen tar gz Pal Then click on the i Add button to supportsuite 3 10 027 stable toncubeopen tar g i l activate your license License Key Full URL to Product http wi domain com support http subdomain damain com support http wa sub domain com support To activate the license for your domain name you must enter the domain in the Register Domain field as indicated to above Please note the following examples If you enter yo
103. or if sent by e mail the Vilew E mail Headers if sent pendisse at lectus ut justo mail servers IP address by e mail Edit Contents and femod Suspendisse vitae nu Delete Reply bortis magna at augue Email john edwards com IP 82 45 22 57 E mail address from which the reply was sent fram e Reply with quote button clicking this button will take you directly to the ticket reply interface with the contents of the ticket reply quoted e IP address the IP address of the user who created the reply If the ticket reply was received via e mail the IP address here will represent the address of the sending mail server e Ticket reply functions o Print reply i opens and prints a printer friendly view of the ticket reply o E mail headers if the reply was received via e mail this icon will be available and will open up a view of the raw e mail headers stored for the ticket reply o Edit reply Zl edit the contents of the ticket reply o Delete reply J delete the ticket reply e User status o _ user is a staff user W SER o user is a regular client user THIRD FART user is a third party O RECIPIENT e O user is a recipient kayako 159 Ticket information bar Note the tabs of the ticket management menu have been grayed out for the purposes of this The ticket management menu consists of a series of clickable tabs that allow you to perform all ticket rel
104. php b I e full path to cli index php 10 We will assume here that this path ts the absolute path to your cli index php location 11 In the third field enter the text including quotes a home your_cpanel_username public_html path_to_your_installation cli index php 12 This command will pipe incoming e mails to the specified location 13 Click on the Add Forwarder button to add the e mail forwarder You have now configured e mail piping to your SupportSuite or eSupport system Now you must ensure you have created an e mail queue within the administrator control panel so that the mail kayako 65 parser will accept the incoming e mail messages For more information see mail parser in the administrator control panel If you find you are having issues getting e mail piping to work check the following things in order dh That you have the e mail queue set up in the administrator control panel set up to parse e mail coming into the e mail address you have set up piping for That the cli index php file has the correct file permissions That you have entered the correct absolute path to cli index php as the location of which to pipe to That the pipe command is enclosed in quotation marks full path to cli index php Try adding php q to the pipe command so the location to which the e mail alias is forwarded to becomes a php q full path to cli index php kayako 66 E mail pip
105. prevents more than one staff user replying to a ticket at the same time by indicating what staff user s if any are viewing or replying to a ticket When a staff user is viewing or replying to a ticket an icon indicating as such will be shown for that ticket from within a ticket listing as shown below Tickets List Default View Subject Ticket ID Last Replier Another ticket from me S TRT 584563 Staff User Icon indicating that a ticket Is being viewed by another staff user When viewing a ticket a more detailed indication will be given on the ticket information bar as shown below General Post Reply Forward Follow Up Billing Hdd Motes Release History 2 Chats 6 Audit Log Edit Ticket ID Owner Department Status Priority Due Labels YRT 584563 z Unassigned Sales Open Urgent idih3szm Unassigned a Staff User is viewing the ticket Last Update 165 If Post Based Ticket Locking is enabled in the administrator control panel when more than one staff users begin replying to the same ticket will be indicated from within the ticket view as well as a preview of what the other staff user s are typing as shown below kayako 206 General Post Reply Forward Follow Up Billing Add Notes Release Histo From Test lt staff user com gt Quick Insert H Quote F Predefined Replies F Knowledgebase F Downlo Properties Owner Department Status Open Contents Time Worked i l P
106. process on one page in the adjacent text box Before proceeding make sure you disable any popup blockers Click on the Rebuild button to start the rebuild Once started you must allow the rebuild to complete or your search functionality in the staff control panel may not work correctly A window similar to the one shown below will appear and will begin refreshing With every refresh a new batch of ticket parsing will have started kayako 457 http www ecarnate com Mozilla Firefox Rebuild Fost Indes 100 00 Words Processed 142 Posts Processed Time Elapsed Os Est Time Remaining Close Window If you receive an error during processing such as a time out error or page cannot be displayed error then try using a lower number for the Number of Posts to Process Per Page Since the process is resource intensive you will require a powerful server to process a higher number of posts in one batch kayako 458 SLA An SLA Service Level Agreement is an agreement to meet targets or simply a set of targets you have for giving support to your clients For example an SLA plan created in SupportSuite or eSupport your Sales department might state that a ticket must be replied to within 2 hours during a set of specified working hours known as a schedule otherwise it will be marked as overdue An SLA plan is associated with a schedule When a ticket has been assigned an SLA plan in some way the time counte
107. schedules You must first create a schedule before creating an SLA plan The purpose of an SLA plan is to ensure that tickets are handled within a given time during open hours specified in a schedule For more information read the SLA introduction see SLA To view and manage plans currently implemented on your system 1 Click on Manage Plans under the SLA menu as shown below rE SLA Manage Plans Manage Schedules Insert Plan Insert Schedule You will be presented with a list of all of the SLA plans available for implementation as shown below Page 1 of 1 Quick Search Options SLA Plan List E Plan Title A Filter By Department Schedule Title Overdue Hours Options Sales Sales Sales Hours 6 E Edit mi Delete Support All Departments Support Hours 3 Ej Edit mj Delete Page 1 of 1 To delete a plan click on the corresponding delete 1 icon Selecting multiple plans by checking the corresponding check boxes will open the mass management menu as shown below Using this menu plans can be mass deleted Under the Advanced Search tab schedules can be plans for by title Under the Settings tab the number of plans shown per page if there are many can be limited dyanced Search Settings Mass Action Action SLA Plan List Plan Tithe Filter By Department Schedule Title Overdue Hours Options Sales Sales Sales Hours 6 Ej Edit mi Delete Support All Departments
108. sections e Installation guide o A guide to the installation procedure for SupportSuite eSupport and LiveResponse e Staff control panel user guide o A guide to the use of and the features of SupportSuite eSupport and LiveResponse Most of the functionality aspects and practical use of using the system is documented in this section e Administrator control panel user guide o A guide to the use of the administrator control panel covering mainly configuration and setting aspects of the SupportSuite eSupport and LiveResponse This section of the manual also describes the processes and systems of SupportSuite eSupport and LiveResponse e PDA interface to the staff control panel guide o A guide to using the for PDA interface to the staff control panel e Kayako SMS gateway o Information about the Kayako SMS gateway and how it is integrated into SupportSuite eSupport and LiveResponse e Frequently asked questions o A section of commonly asked questions and their answers For example if you want to find out how to reply to a ticket you would typically go to the Ticket handling section of the staff control panel user manual see ticket handling in the staff control panel However if you wanted to find out how the system handles incoming tickets from the mail parser then you would typically go to the Mail parser section of the administrator control panel manual see mail parser in the administrator control panel manual k
109. see restoring templates in the administrator control panel kayako 45 Upgrade from eSupport or LiveResponse to SupportSuite The procedure involves upgrading your eSupport or LiveResponse installation to the SupportSuite package which combines eSupport and LiveResponse Step one Backing up your data Be sure to back up your data before performing any upgrade At the very least we recommend that you take a database backup before running and upgrade scripts Within the administrator control panel eSupport and LiveResponse allow you to take a backup of your MySQL database The backup utility can be found under the Database menu Backup Options Add CREATE TABLE SQL statements y O l BS No Enabling this option will add the CREATE TABLE tablename SQL query before the insert statements Compress SOL Dump yes Ono Compress the output dump using GZIP _ Generate Backup 8 Add CREATE TABLE SQL statements if enabled the table schema will also be backed up in the database backup file 9 Compress SQL Dump if enabled the database backup file will be compressed before being sent to your web browser This procedure may not be successful if your database size is big very large as the script will time out before the back up file is generated If you have a particularly large database backing up and downloading this way may not be a viable or reliable option In such a case it is recommended tha
110. send out an e mail to specified staff teams i 455 M a il Team o Administrator Staff Mail Contents e Subject the subject of the outgoing e mail e Team check the corresponding boxes of the teams to which this e mail will be sent out e Mail Contents the contents of the e mail To send the e mail click on the Send button kayako 314 Departments Departments in SupportSuite and eSupport can be compared to folders in a typical e mail client However in this case these folders act as something much more A department stores tickets Within a department tickets are categorized by ticket status see ticket status in the staff control panel When submitting a ticket via the client support interface the user must select a department to which the ticket is submitted it as shown below Select Department Enquiries Support Billing Abuse Likewise when submitting a ticket via e mail an e mail queue see e mail queues imports the message as a ticket into a specified department allowing departments to be tied to an e mail address User submitted ticket via the client support Department Interface Status Staff created ticket from within the staff contral panels Ticket imported by an e mail queue piping POPS IMAP collection etc Specific user permissions can be configured defining access controls such as being able to submit a ticket to a department wit
111. staff control panel e Change Ticket SLA Plan assign the ticket to specified SLA plan see e Flag Ticket if set the ticket will be flagged with a specified flag color see ticket flags in the Staff control panel e Add Notes text entered here will be appended to the ticket as a ticket note see ticket and user notes in the staff control panel kayako 433 Breaklines SupportSuite and eSupport hold a database of breaklines Breaklines are common strings that denote the end of a new e mail reply where previous replies have been conserved An example is shown below Original e mail sent to Ted from Support Dear sir Thank you for getting back to us about this Could you please provide your username and login details Kind regards Ryan Edwards E mail reply from Ted sent to Support Username ted Password 1234 Original Message gt Dear sir gt gt Thank you for getting back to us about this Could you please provide your username and login gt details gt gt Kind regards gt gt Ryan Edwards Using the breaklines database as a reference the mail parser will cut off the message reply when it finds Original Message in the e mail message The parser does this cutting so to ensure the threaded ticket view within the client support interface and staff control panel is clean when viewing a ticket there is no need to preserve past correspondence in each reply as the sy
112. staff control panel e Enable WYSIWYG Editor if enabled the what you see is what you get editor will be enabled for creating and editing news articles kayako 357 Support center Display News Widget Sy On If Enabled The News Icon is displayed in the Support Center Index Page Number of News Items Per Page 6s Specify the Number of News Items that will be displayed when the Chent opens the News Index Validate Subscriber Email If Enabled The Subscriber Email will be Validated before Ores Ono being enabled in the database This is done by emailing the specified address a unique link which when clicked activates the subscriber account Display Latest News on Index Page Navigation yes Ono Bar Whether or not to display the Latest News in the Navigation Bar Maximum Number of News to Display in Navigation Bar Specify the Maximum Number of News to display in the Navigation Bar It is recommended that this number be kept small to avoid any extension of the UI in Support Center Display Date beside the News Item in Navigation yve Ono Bar Whether or not the Creation Date be displayed beside the Mews Items in Navigation Bar News Date Format for the Items Displayed in Navigation Bar For more information check the PHP datet function e Display News Widget if enabled the news widget will be displayed in the client support interface see what is a widget in the frequently asked questions
113. templates Rather than overwriting your customized templates the upgrade system will simply mark templates that have had their originals updated as Upgrade Revert Required It may be such that you do need to revert the templates that have been updated so that new functionality can be implemented This is particularly typical of updates to the live chat features of SupportSuite and LiveResponse where an update to the chat procedure has occurred quite often the templates have also been updated It may also be the case that you have made an error in one of your template modifications and wish to start again Restoring a template will revert a template back to the template s original state All modifications for that template would subsequently be lost Templates that require an upgrade revert are marked with a red icon see managing templates To quickly list all templates that have been customized and or require an upgrade revert 1 Click Restore Templates under Templates on the Options menu as shown below x Options Settings Templates Manage Groups Ww Manage Templates Insert Group w Search Templates w LoginShare Import Export haa Restore Templates Ww Diagnostics Aal Languages f Custom Fields A Live Support g4 Mail Parser Tickets kayako 379 List Templates to Restore Template Group default Modified Upgrade Revert Required Not Modified e Temp
114. the News Subject Description Enter a brief description about this Mews Item This field is limited to 255 characters News Type public privat Select News Type uolc rv ate Public These News Items are visible to both Staff Members and Users Private These News Items are visible to only Staff Members You can specify the expiration date for this item Once the expiration date has passed the News Item will not be displayed in either the Staff or User frontend The News Item however is not deleted once the expiration date is passed Contents kayako 294 News Details e News Subject the title of the news article e Description a short brief overview of the news article limited to 255 characters e News Type if set to public the news article will be visible to client users from within the client support interface If set to private the article will not be visible to client users and only to staff users Private staff user articles are also shown on the dashboard of the staff control panel e Expiry if this article is to expire be removed from client view after a certain amount of time the date of expiry should be set here Note that an expired article will not be deleted Click on the calendar icon to open the date selector News Options Send Email yes Ono Select whether or not the system should send Emails to all registered subscribers Custom Email Subject You can specif
115. this filter is executed Match All Filter Rules only tickets that match all of the criteria you have set will be listed when this filter is executed Match Any Filter Rule only tickets that match any of the criteria you have set will be listed when this filter is executed if you have set three criteria and a ticket matches one of them the ticket will still be listed Click on the Insert button to create the new filter Filter matching types Contains The filter will match if the string entered is present anywhere within the field subject e mail address etc Example kayako 134 Insert Filter Filter Title Test filter Enter the Filter Title Filter Type public pri Ta T ublic Private Select the Filter Type Public Filters are visible to all Staf Members Private Filters are visible only to the Staf Member who created them Filter Criteria x ujea x x Subien x Do SSS OP New Criteria Match All Filter Rules Match Any Filter Rule e Subject field Regarding your website e Filter type Contains e String aeroplane o The filter will not match Doesn t Contain The filter will match if the string entered is not present anywhere within the field subject e mail address etc Example Insert Filter Filter Title Test filter Enter the Filter Title Filter Type Public P pri R he Ublic A Private Select the Filter Type Public Filters are visible to all Staf
116. ticket from the search results the searched terms will be highlighted For example a quick search was performed for the term consectetuer all occurrences of the word will be highlighted Author Contents Chris Read A Posted on 18 Jan 2007 01 22 PM USER Lorem ipsum dolor sit amet consectetuer adipiscing elit Praesent diam enim varius sed imperdiet in tincidunt vel magna Praesent nulla Mauris auctor Vestibulum erat pede imperdiet vel pulvinar id auctor vitae neque Vestibulum eu nulla at est dictum semper Etlam suscipit lacinia nisl Quisque ornare arcu sed eleifend vulputate augue risus ultrices tortor in interdum tellus sem a quam Suspendisse at lectus ut justo egestas euismod Suspendisse vitae nunc Praesent lobortis magna at augue Thank you last Edited Bp Staff User On 37 Jan 2007 10 50 OM Lp Ef z i Email chris read com IP 8245 2an kayako 151 Ticket handling Viewing and managing a ticket From within a ticket list click on a ticket s subject to access the ticket view You will then be presented with an interface similar to the following shown below X SupportSuite a Logged In Staff User Support Center Admin CP Logout Tickets Live Support Tesoverork Knowledgebase A Troubleshooter Manage Tickets Searche Wew Ticket Fredefined Replies Alerts Filters Reports s Ticket hptions Manage Sales gt Open About your website UZO 924368
117. ticket is overdue a ticket s row color will turn a deeper shade of pink red in a ticket listing as shown below Tickets List Default View d Subject Ticket ID Last Replier Replies Last Activity w Due ss A message F 2 Test IDS 780953 Staff User 1 26d 70h39m Overdue Tok 25997 Staf User 2 24d6h44rmn 1d35hOm Note that this color change must not be confused with a high priority ticket as configured in the administrator control panel where the color change is similar but not as deep Assigning a specific ticket to an SLA plan SLA plans can be set up to automatically apply to a department and or a set of statuses priorities and so on see SLA in the administrator control panel SLA plans can also be assigned to tickets that match certain rules in the mail parser see mail parser in the administrator control panel To assign a ticket to an SLA plan from within the staff control panel 1 Open the ticket by clicking on the ticket s name from within a ticket listing 2 On the Ticket Options menu click on SLA as shown below kayako 201 O SupportSuite Home Tickets Live Support Teamwork Manage Tickets Search Mew Ticket Predefined Replies Alerts Ticket Optians Manage Sales Open About your website U20 924368 Flag Ticket W SLA Plan se Department Mark Due gt rr Example SLA Plan j LA pr Sales fi Options eek ie 5 Dil Export Page 1 of 1 Repl
118. to public users will be able to see this department in the client support interface kayako 317 e Module if set to tickets in SupportSuite and eSupport this department will be a tickets department If set to live chat in SupportSuite and LiveResponse the department will be a live chat department e Template Groups departments can be set to appear in specific template groups see template groups Click on the customize button to expand the templates list Checking the box corresponding to a template group will cause the department to be available for that template group kayako 318 Settings and configuration The settings and configuration area of the administrator control panel is a centralized location where all major components and modules that make up SupportSuite can be configured To access the settings and configuration area 1 Click on the Settings link on the Options menu as shown below Options gt Settings awe yout Ne settings and listed below are the differe configuration menu settings under tt ding to your needs Seth l oup to view the available a Templates lz Lp CF Be Go Ee it P ba is GA i Languages Custam Fields Live Support Mail Parser Tickets LA Escalatians Teamwork Logs Scheduled Tasks Database Diagnostics Online Staff d Staff User kayako System Settings Groups General CPU Optimization amp Server Settings User Re
119. which staff user performed the recorded work e Summary details of the log When a billing or time tracking information has been added to a ticket an indication will be shown on a ticket listing as shown below Messages Quick Search Options pe ticket note Tickets List Default View and billing entry indication Ticket ID Replies Last Activity Due pZ Test IDS 780953 0 215 Overdue E Another ticke MMZ 7863203 2hi3mi0s Overdue Ticket note gh Test Indication BYH 209780 17d9hz22m Overdue IAK 723997 64d5h42m Overdue g About yo A ticket billing UZO 924368 7Odih24rn Overdue entry indication Page 1 of 1 Removing billing or time tracking information Time tracking and billing information for a ticket if the data exists will appear on the ticket information bar when viewing a ticket As well as this a trash can 1 icon will appear next to each entry To delete an entry click on its corresponding trash can icon as shown below kayako General Post Reply Forward Follow Up Billing 4dd Notes Release History i1 Ticket ID Owner Department Status Priority A IDS 780953 Staff User General Open Critical Billing Entry for Staff User on OF Feb 2007 12 10 AM More work was done Worked 23 Billable 3 Billing Entry for Another Staff on OF Feb 2007 12 10 AM Work Was done Worked 11 Billable Total Time Worked 3
120. will appear on your ticket replies for example e E mail your personal e mail address e Timezone a configurable timezone offset e Enable Daylight Savings enabling this option will cause SupportSuite to automatically correct its timezone offset when daylight savings time is applicable General Settings kayako eee e Enable Private Message E mail Alerts enabling this option will cause SupportSuite to send an e mail to your personal e mail address configured above upon receipt of a private message sent via the staff control panel e Enable Private Message JavaScript Alerts enabling this option will cause a JavaScript popup window to appear whenever you receive a new private message as shown below c You have a new Private Message Click OF bo Open the Private Message list in a New Window Cancel Optional Fields e Cell Number your cell phone mobile phone number This is especially required if you plan to use the Kayako SMS Gateway see Kayako SMS gateway e Signature this signature field can be appended to all of your ticket replies Click the Update Details button to confirm your preference changes kayako 112 Changing your password To change your password 1 Open Home on the navigation menu bar as shown below Tickets Live Support Preferences Private Messa a Settings Work Schedule E Change Password Welw CKETS 2 Open the Preferences sub menu 3 Click Chang
121. will be handled promptly thereafter Filter By Ticket Priority You can assign this SLA Plan to Tickets with a specific Priority For example you might want to make sure that normal Tickets are handled in 4 hours whereas Tickets with their Priority set to Emergency or Critical are handled within a time frame of 1 hour support Hours All Departments All Ticket Status Open Cn Hold Closed All Ticket Priorities Low Medium High Urgent Update Plan kayako 465 e Plan Title a title for the SLA plan e Overdue Hours the time after which in hours a ticket that has not been replied to be a Staff user is to be marked as overdue e SLA Schedule what schedule is to be associated with this SLA plan For more information on schedules see schedules e Filter By Department if you wish for this SLA plan to cover only a specific department specify the department here Otherwise set this to All Departments e Filter By Ticket Status if you wish for this SLA plan to only affect tickets set to specific statuses for the department set in Filter By Department specify the statuses here e Filter By Ticket Priority if you wish for this SLA plan to affect tickets of a certain priorities set the priorities here Note that if you add more ticket statuses or more ticket priorities to the system they will not be automatically set here even if you specify All Ticket Statuses
122. 2 view Options FA Edit Wiew A Mew View RSS Feed Page 1 of 1 nee 2 Click on the New View option 3 An interface similar to the following will be opened Insert Ticket View Tickets Assigned To Select the type of Tickets to be displayed in this view Unassigned Assigned to Me Unassigned Tickets that are not assigned to any Staff Member E l Assigned To Me Tickets that are assigned to you All Tickets All Tickets Tickets that are unassigned or assigned to any user View Type Public Private Select the View Type Public Views are visible to all Staf Members Private Views are only visible to the Staff Member who created them Sort By Ticket ID w Select the Field that will be used to Sort the data Sort Order Select the Sort Order according to which the Tickets will be sorted Tickets Per Page Enter the number of Tickets that will be displayed on one page in this view Fields to Display Select the Fields to Display in the View Grid The selected fields will be displayed in the same order Ticket ID Date Icon T Has Motes Subject Department Due Last Activity Ower kayako 125 View Title the name of the ticket listing view Tickets Assigned To these ticket assignments will be shown within the ticket listing view View Type if set to public the ticket listing view will be available to all staff users If set to private the view will be available only to you Sort
123. 2 00 PM kayako 321 CPU optimization and server settings Copyright 2001 2009 Kayako www kayako com kayako 322 Optimization settings GZIP Compression Level Select the Default Compression Level Higher Value Recommended results in more CPU Usage Compress Winapp Output yes Ono Compress Support Center Output Oves No Compress Staff CP Output Oves No Compress Admin CP Output Oves No Compress WAP Area Output yes Ono Compress PDA CP Output ve Ono Log Clearing Timeline In Days Specify the Time In Days after which logs should be cleared from the system e GZIP Compression Level the level of compression used to compress data before it is sent to the browser It is recommended this be left to 2 if the levels are too high you may risk exhausting server CPU resources A higher level on compression will improve page loading times considerable e Compress Winapp Output if enabled the information sent from the server to the LiveResponse Client Application will be compressed e Compress Support Center Output if enabled the information sent from the server to the browser of the client when browsing the client support interface will be compressed e Compress Staff CP Output if enabled the staff control panel pages will be compressed before being sent to the staff user s browser e Compress Admin CP Output if enabled the administrator control panel pages will be
124. 244560 69d22h39m Overdue Page 1 of 1 kayako 202 When viewing a ticket the ticket information bar will be replaced with a new information bar showing the ticket properties after escalation has occurred An information bar detailing the original ticket properties prior to escalation will also be displayed as shown below General Post Reply Forward Follow Up Billing Add Notes Release History 5 Date Owner Department Status Priority 09 Feb 2007 10 45 o Unassigned Support Open High Escalated Critical Ticket alerts A ticket alert is processed based on a set of criteria or rules whenever a certain ticket related action occurs notifying by e mail or SMS all staff users or one staff user of the event For example a ticket alert can be created to e mail add staff users when a new ticket is created of priority urgent Ticket alerts can be public or private A public ticket alert is executed for all staff members whereas a private ticket alert is executed only for yourself To view and manage ticket alerts 1 Open Tickets on the navigation menu bar as shown below ickets Search New Ticket Predefined Replies Alerts Filters Manage Alerts Tickets gt Tickets Manage Alerts Insert Alert Insert Alert 2 Open the Alerts sub menu 3 Click Manage Alerts A list of ticket alerts will be presented as shown below Alert Scope Options F Example alert Public El E
125. 4 Total Time Billed Ticket and user notes Chats 0 Due 2a 11 34 189 Audit Log Edit Labels Unassigned Ef Notes can be attached to tickets or user client accounts These notes can be viewed only by staff users or specific staff users this is defined at note creation Notes can be used to share information between staff users or simply as a record whilst working on a ticket or dealing with a client Viewing a note A note that is attached to a ticket will be visible on the ticket information bar when viewing the corresponding ticket A note that is attached to a user account will be visible in the same place for every ticket the user creates as shown below General Post Reply Forward Follow Up Billing 4dd Notes Release History 1 Ticket ID Gwer Department Status Priority W IDS 780953 Staff User General Open Critical Note by Staff User OF Feb 2007 12 19 AM 5s This is an example note attached to a user account Chats 0 Due Audit Log Edit Labels Unassigned An indication that a note has been attached to the ticket will also be given from within a ticket listing as shown below kayako 190 Tickets Li ve upport Te amwork knowledgebase al E oWwnloads de Tro u le 5 Search WNewTicket Predefined Replies Alerts Filters Reports gt Manage General Open Sela views Labels Mass Action n hold tickets ple fi
126. 5 Staff User website Another ticket OF Feb 2007 09 46 from PM me YRT 5845463 22hSsm4s 22hS3m4s5 5 Staff User kayako 214 Users and groups Copyright 2001 2009 Kayako www kayako com kayako 212 Groups A user group is a grouping that is created to which user accounts can be added A single user account can be added to only one user group A user group has the following properties Group name A group type Assigned SLA plan Client support interface permissions User groups are a useful way of giving a scope of user account s certain permissions certain SLA plans and ultimately certain levels of support A registered user group includes any user that is logged into the client support interface A guest user group includes any user browsing the client support interface that are not logged into the system Example use of user groups You have ten user accounts and wish for all of them to be able to view the Troubleshooter widget on the front page of the support desk You also want all tickets from these users to adhere to SLA Plan A Assigning these properties ten times over is tedious Instead you may wish to create a user group that has these properties and add the ten user accounts to the user group The accounts will then inherit the properties set for this new user group You may also wish that a guest using one of your template groups as a satellite support desk for a different compan
127. 6576 236 05 KB Content Box psd F J MM2 F83203 50 50 KB Criticals doc Purge Attatchments To purge attachments check the corresponding check boxes and click on the Purge Attachments button kayako 456 Maintenance The ticket maintenance area of the administrator control panel allows you to rebuild the post index Every word in ticket replies that are covered by the search indexer criteria set in ticket settings is stored in the database to allow for fast and relevant searching of tickets see searching tickets in the Staff control panel It may be the case that you need to rebuild this post index and reparse every ticket post stored in the database for example after importing ticket data from a third party system or after a database restoration To perform ticket maintenance 1 Under the Tickets menu click on Maintenance as shown below z Tickets Manage Status Manage Priorities Attachment Types Insert Status Insert Priority Purge Attachments Maintenance Febuild Post Index Number of Posts to process per page Specify the number of Posts to process on one page SupportSuite will iterate through all the posts one page at a time then rebuild the Post Index for the loaded posts A higher number requires a more powerful server If you receive an error during processing try using 4 lower number Rebuild e Number of Posts to Process Per Page Specify the number of posts that the system Should
128. 7 01 22 PM Lorem ipsum dolor sit amet consectetuer adipiscing elit Praesent diam enim varius sed imperdiet in tincidunt vel magna Praesent nulla Mauris auctor Vestibulum erat pede imperdiet vel pulvinar id auctor vitae neque Vestibulum eu nulla at est dictum semper Etiam suscipit lacinia nisl Quisque ornare arcu sed eleifend vulputate augue risus ultrices tortor in interdum tellus sem a quam Suspendisse at lectus ut justo egestas euismod Suspendisse vitae nunc Praesent lobortis magna at augue Thank you Last ated Sy Staff eer On 37 Jan 2007 60 50 PM Email chris read cam B IP 245 22 37 e 1 the ticket management menu see ticket management menu e 2 the ticket information bar see ticket information bar e 3 the contents of a ticket note that has been added to the ticket see ticket and user notes e 4 the contents of a billing and time tracking entry that has been added to the ticket see billing information and time tracking e 5 the template group through which the client user submitted this ticket see template groups in the administrator control panel e 6 the ticket replier s name and recipient type see CC BCC and third party recipients kayako 98 e 7 print edit or delete the ticket reply When the ticket reply is received by the mail parser a e mail headers icon will show Clicking this will allow you to view the raw e mail headers for this ticket reply
129. Administrator control panel user manual An administrator user would normally use the administrator control panel to tend to the following tasks e Make system wide configuration changes e Change installation options and tweak installation settings e Manage departments e Manage staff users e Manager other administrator users e Modify and customize client support interface templates e Modify and customize language packs and phrases e Manage e mail systems o Manage e mail queues piping POP3 and IMAP mail collection o Manage e mail parser rules e Manage SLA plans o Manage SLA plan escalation rules o Manage support desk schedules opening hours e Manage custom fields e View system and mail parser logs e Perform database diagnostics e Manage available ticket statuses priorities and attachment types kayako 300 What is an administrator An administrator user is a staff user with administrator privileges This means that they are part of the administrator user group can access the administrator control panel and from there make system wide configuration changes kayako 301 Accessing the administrator control panel The administrator control panel can be accessed at http www yourdomainname com pathtosupportsuite admin You will be presented with a login form similar to the one shown below OO SupportSuite 3 10 02 03 March 2007 Username db Staff_User Femember yes ko Me
130. Alerts Ticket Optians Manage Sales Open About your website U20 924368 Flag Ticket Saas i Lane Bort Reply Forward Follow Up Billing dd K SLA Plan J Ticket gt ee a Denartment Mark Due K Example SLA Plan l I e e a e T a Cal n i i m l D0 a l Sales 23 Options is Dil Export Page 1 of 1 Mark due Clicking on this menu will allow you to quickly set the due time now or In 24 Hours for which a response or resolution to the ticket is due as shown below For more information on due times and details on how to set a specific due time see Ticket Due Times OO SupportSuite Home Tickets Live Support Teamwork Manage Tickets Search New Ticket Predefined Replies Alerts Ticket Options 2 Manage Sales Open About your website UZO 924368 Flag Ticket K SLA Plan Mark Due Mark Due Options Mark Due in 24 Hrs Page 1 of 1 General Post Reply Forward Follow Up Billing Add a cm F A A cet si i a yea ee nt See a apa ata eal hy aer i IENS j mT lassigned Options kayako 154 Ticket Options Manage Sales Open About your website UZ0 924569 Flag Ticket ia SLA Plan el Mark Due Options a Print Ticket oh Export as Merge Ticket Ban x Filter Tickets Boa erei eg OT Elete ontents A View All Delete l 3 Filters p 4 Posted on 16 Jan 2007 01 22 PM General Post Reply Forward
131. Default Language English U S 4 Select the default language for this Template Group Clients will be presented with an option to select their own language Default Department General Y Select the Default Department This Department ts selected by default in the Submit Ticket page Default Ticket Status Open y Select the Default Ticket Status for this Template Group All Tickets created will have their status set to the selected value Additionally any Client Replies wall result In the status being reset to the default status for the Template Group Default Ticket Priority Low at Select the Default Ticket Priority for this Template Group General Options e Template Group Title the title of the template group e Company Name this name is used for branding the client support interface and is also used in outgoing e mails However it only works for outgoing e mails where the clients submits a ticket via the client support interface and specific template group and any staff reply assuming the template group for a ticket has been set e Is Default Template Group if enabled this template group will be the default e LoginShare which login routine out of those enabled in the LoginShare configuration this template group should use e Default Language the default language set that this template group will use e Default Department when a user goes to submit a ticket to the support desk this department will be the de
132. Diagnostics Active Sessions Cache Into FHF Info My SOL Info Report Bug License Info kayako 501 MySQL info The server s MySQL settings configurations and variables are listed here The value of these variables is defined in the my cnf file which is normally located in in Unix or Linux the etc folder To view the system s MySQL info page 1 Click on MySQL Info under the Diagnostics menu as shown below Diagnostics Active Sessions Cache Info FHF Info My SOL Info Report Bug License Info MySQL Info Variable Value back log 50 basedir Fi binlog_cache_size 32768 bulk insert_butter_size 5365606 character_set_client latini character_set_connection latini character set database latini character_set_results latini character_set_server latini character_set_system uta character sets dir fusr share mysglcharsets collation connection latini swedish_ci collation database latini swedish_ci collation server latini swedish_ci concurrent insert Oh connect timeout 10 For more information on configuring MySQL see http dev mysql com doc refman 5 0 en configure options html kayako 502 Report bug To submit a bug report to Kayako please visit http bugs kayako net Although still present submitting a bug using this form is no longer encouraged Instead please copy and paste the system information into a bug report at this location http bugs kayako net 1 Click on Re
133. E Manage Email Queues Manage Rules Manage Breaklines w Insert Email Queue Insert New Rule Email Bans Catch 4ll Rules Parser Log You will be presented with an entry form allowing you to create a new catch all rule as well as a list of existing catch all rules kayako 437 Page 1of1 COo o kse options Catch 4ll Rules 2 Insert New Rule E m at Dirc er E E ee E E mie 4 a ntic gt BIF Old support Click on the Insert New 10 Apr 2007 E Edit e Rule link to create a new NMS a rn 04 15 PM meters catch all rule E Edit Team support a 10 4pr 200 d LF e mail catch ote m E Pany coN 04 15 PM Delete Page 1 of 1 To delete a catch all rule click on the corresponding delete icon To insert a new catch all rule click on the Insert New Rule link as indicated to above Selecting multiple rules by checking the corresponding check boxes will open the mass management menu as shown below Using this menu rules can be mass deleted Under the Advanced Search tab rules can be searched for by title or their regular expression Under the Settings tab the number of rules shown per page if there are many can be limited Mass Action 4dyvanced Search Settings Delete Catch All Pures 10 Spr 007 04 15 Fi De Chelpya ad tgi SUpporta mycompany cam ar Edt W address Delete Team support pa TEN i pr 007 4 15 E Edit mi F
134. Escalation Rule List p tue ence tame iam iinet 1s ie aaa i 4 Rule Title Plan Title Optians Sales overdue Sales El Edit nm Delete Support overdue Support EI Edit in Delete To edit an escalation rule click on the corresponding edit Z icon Refer to escalation rule fields for documentation on the required fields an escalation rule kayako 467 Creating a new escalation rule To create a new escalation rule 1 Click on Insert New Rule under the Escalations menu as shown below E Escalations Manage Rules gt Insert New Rule From here you can edit the SLA plan to which the rule is executed for and what actions will be performed Refer to escalation rule fields for documentation on the required fields for a creating a new escalation rule kayako 468 Escalation rule fields From here you can edit the SLA plan to which the rule is executed for and what actions will be performed Escalation Rule Details Rule Title Enter your Escalation Rule Title SLA Plan We Select the SLA Plan to which this rule is assigned Actions Assign to Staff No Change Move to Department No Change Change Priority No Change Change Ticket Status No Change Insert Rule Escalation Rule Details e Rule Title a title for this escalation rule e SLA Plan the plan to which this rule is assigned This rule will only be executed for tickets that go overdue accordi
135. F ia Pn f team supporyau t supportdmycompany com Pm jefe To edit a catch all rule click on the corresponding edit E icon From here you are able to edit the properties and settings of the catch all rule Refer to catch all rule fields for documentation on the required fields for editing a catch all rule Creating a catch all rule To create a new catch all rule 1 Click on Catch All Rules under Mail Parser on the Options menu as shown below kayako 438 Options fog Settings Templates Aal Languages Custom Fields i Live Support Ea Mail Parser Manage Email Queues Manage Rules Manage Breaklines ina Insert Email Queue Insert New Rule iaa Email Bans ww Catch 4All Rules Ww Parser Log To insert a new catch all rule click on the Insert New Rule link as indicated to below Page 1of1 COo o o ksah options Catch All Rules 2 Insert New Rule Oo ritle A Ms Reaular Fynoressian Fma Queue Jate Options BIF Old support Click on the Insert New 10 Apr 2007 E Edit e Rule link to create a new popan enm 04 15 PM Pee catch all rule Team support a 10 Apr 2007 EI Edit L E o mail catch Ste ie ml 04 15 PM Delete Page 1 of 1 Refer to catch all rule fields for documentation on the required fields for creating a new catch all rule kayako 439 Catch all rule fields Edit Rule Rule Title Old support address Enter your Catch All R
136. File Yersion 3 10 02 05 Mar 2007 01 14 35 AM Build Type STABLE gt Verity Details Build Date verifying Database Connection OK Checking ta see if fcache directory is writable OK Checking to see if files directory is writable OK Checking PHP Yersion Minimum Requirement 4 3 0 Checking status of Short PHP Tags OK Checking for File Upload Status OK OF Checking Max Upload Limit Change upload max_filesize in php ini to increase the max size of file Uploads Checking for PHP Sate Mode Off Checking for MySQL INSTALLED Current Version 3 10 02 SupportSuite Username Po Copyright 2001 2007 Kayako Infotech Ltd 5 Click on the Next button to proceed 6 The script will provide you with the option to Install or Uninstall the modules you want to use in the software kayako 49 O SupportSuite Modify Modules x Details core HeeHse i ead downloads gt Modity Modules knowledgebase liwesupport news parser teamwork tickets troubleshooter Copyright 2001 2007 Kayako Infotech Ltd 7 Since we are upgrading from eSupport to SupportSuite we shall be installing the LiveSupport module Click on the LiveSupport Install button to install the module 8 The script will automatically install the LiveSupport module 9 If we were upgrading from LiveResponse to SupportSuite this procedure would be exactly the same except that we would be installing the Tickets module rather than the LiveSup
137. Folders oe hy pe E ful Address E Control Panel gt ao fS Accessibility Options Adjust your comput TE Add Hardware Installs and trouble r Add or Remove Programs Install or remove pr 49 Administrative Tools Configure administr ib Automatic Updates Set up Windows bo F Date and Time Set the date time a Display Change the appear CZ Folder Options Customize the displ Fonts dd change and 2 Game Controllers Add remove and c HP internet Options Configure your Inte Aa keyboard Customize your key pe Licensing Changes licensing 0 k Mouse Customize Your mo Network Connections Connects to other c P Phone and Modem Options Configure your tele Power Options Configure energy s Teh Frinters and Faxes Shows installed prin al Regional and Language Options Customize settings Scanners and Cameras Odd remove and c Scheduled Tasks Sounds and Audio Devices Change the sound 5 A start a e O Control Panel enf ty Gh 12 27 Schedule computer Step two Create a new scheduled task 1 Right click in space 2 Select New followed by Scheduled Task 3 We will name the new task WGET kayako 85 scheduled Tasks Bie E4 File Edit View Favorites Tools Advanced Help ay Back J ce Search Folders 5 ik pe e m Address E Scheduled Tasks zA ao Schedule Next Run Time Last Run Time Lz SliAdd Scheduled Tas
138. Follow Up Billing Add Ticket ID Owner Department lassigned Sales n All on hold tickets Lorem ipsum dolor sit amet consectet E le filt e adipiscing elit Praesent diam enim v mm ample titer imperdiet In tincidunt vel magna Pra Clicking on this menu choice will introduce a series of ticket options Print Ticket clicking this menu choice will open a new browser window featuring the ticket its details and all replies in a printer friendly format as shown below Start Print est SupportSuite Company fO 974 S08 About your website 18 Jan 2007 01 22 PM Chris Read Lorem ipsum dolor sit amet consectetuer adipiscing elit Praesent diam enim varius sed User imperdiet in tincidunt vel magna Praesent nulla Mauris auctor Yestibulum erat pede imperdiet vel pulvinar id auctor vitae neque Yestibulum eu nulla at est dictum semper Etiam suscipit lacinia nisl Quisque ornare arcu sed eleifend vulputate augue risus ultrices tortor in interdum tellus sem a quam Suspendisse at lectus ut justo egestas euismod Suspendisse vitae nunc Praesent lobortis magna at augue Thank you Posted an 18 Jan 2007 O1 22 PM Staff User This is a reply to your ticket Staff Posted on 24 Jan 2007 12 07 PM Merge Ticket opens up the ticket s edit pane in which you can enter the ID of another ticket to which the current ticket will be merged kayako 155 Ban adds the ticket creator s
139. Groups Insert Priority e Title the title of the ticket priority e Display Order the order by which priorities are ordered in the staff control panel such as in the drop down list when selecting a priority for a ticket e Type if set to public this priority will be visible to users in the client support interface Users will also be able to set ticket to this priority see below for an example e Foreground Listing Color this color is the color of the priority text when printed in the Staff control panel see below for an example Low Medium High Urgent Emergency Critical e Background Listing Color if set in a drop down list the priority will have this background color see below for an example e Template Groups priorities can be assigned to specific template groups To assign this priority to specific template groups click on the customize icon and check the boxes of the corresponding template groups Template group assignments only affect the client support interface i e clients creating a ticket will only be able to use the ticket priorities that are assigned to the template group the client is using For more information on template groups see template groups kayako 450 Attachment types If enabled see ticket settings users can upload attachments to ticket posts via the client support interface They can also attach files to e mails which will be parsed and stored by t
140. IME Type the MIME Multipurpose Internet Mail Extensions type here tells the internet browser how to handle this attachment when clicked on for example in the staff control panel An example application of this is if a MIME type is specified for a PDF file the PDF may open in Adobe Acrobat Reader s internet browser integrated reader because the browser know how to handle the MIME type This can be left blank kayako 453 o Fora comprehensive list of standardized MIME types see www iana org assignments media types kayako 454 Purging attachments In order to save database space or file space depending on your storage method for attachments see ticket settings attachments can be purged This utility allows you to search for attachments that match one or a set of file criteria To purge ticket file attachments 1 Under the Tickets menu click on Purge Attachments as shown below E Tickets gt Manage Status Manage Priorities Attachment Types Insert Status Insert Priority Purge Attachments Maintenance You will be presented with a search and criteria builder form as shown below 4ttachment Searc By Creation Date 01 01 2007 By File Size Greater Than 1024 By Ticket ID w Not Equal YUO 34742 cA New Attachment Search match All Rules 2 Match Any Rule e By Creation Date you can define a creation date for a file In the example above the criteria is
141. Insert Category Comments ImportyExport Reports 2 Click on Import Export The import and export features of the troubleshooter allow you to export articles by category and similarly import XML files containing troubleshooter steps and articles as shown below Export Troubleshooter Categories Select the Troubleshooter Categories to Export Only the Twant to contact you Steps under the Selected Categories will be exported Y I cannot access my e mail My server is down Export ML Import Troubleshooter One C EGS Browse Please select the ML file to import o Import amp ML kayako 288 Troubleshooter reports To view troubleshooter related reports 1 Open Troubleshooter on the navigation menu bar as shown below Home Tickets Teamwork Knowledgebase Downloads Troubleshooter Manage Categories Manage Steps Insert Category Comments ImportyExport Reports 2 Open the Reports menu 3 Click on the appropriate report The report features of the troubleshooter allow you to view which categories and steps are the most popular The popular categories report example is shown below Troubleshooter Reports Pouplar Categories Title I want to contact you I cannot access my e mail My server is down WL want to conta B I cannot access OW My server is do The popular steps report example is shown below kayako gt Troubleshooter Reports Popu
142. ML file Browse Merge With Create New Language Create New Language Creates a new language entry using the ML pack data Merge Merges the phrases with the specified language Any existing phrase changes will be lost if merged Ignore ersion Oves to Uploading a language pack created for a previous version of SupportSuite can result in incomplete phrases It is highly recommended that you follow the version check that is carried out during the Import Import sML To export a language click on the Export XML button You will then be asked to save an XML file This is the language pack data file containing all of the pack information and phrases The language pack is also portable you can export and share the language pack To import a language click on the browse button shown above to select a language pack XML format from your local computer kayako 388 Language packs can be merged with one another To merge the importing language pack with another select the language to merge to using the drop down menu Please note that any existing phrase customizations that exist in the language being merged to will be lost if the phrase definition also exists in the importing language pack If the langue pack was exported from a version of SupportSuite eSupport or LiveResponse different to the one you are currently running the system will return an error when you try to import the language pack unless y
143. NLINE Live Support BACK SOON A Live Support AWAY j Live Support gap OFFLINE Text button when a user clicks on this text link a Live Chat Request window will open depending on the availability of your live support departments Live Supportis Unavailable Leave a Message Visitor tracking JavaScript when included on one of your web pages visitors to that page can be tracked via the LiveResponse Client Application lt le Begin Supportsuite Javascript Code gt lt script langquage Javascript sre http WWW Ei l End SupportSuite Javascript Code gt Creating a Live Support status button for a website To create a Live Support HTML button 1 Open Live Support on the navigation menu bar as shown below Home Tickets Live Support Teamwork Messages Chat History Ad Tracking Canned Quick Jump gt HTML Button HTML Button Email Signature tah Text Link HTML Button HTML Code HTML Code 2 Open the Tag Generator menu 3 Click on HTML Button knowledgebase Downloads Tag Generator HTML Button Ge Email Signature Nisa Text Link 2 Visitor Tracking You will be presented with a create HTML button form as shown below kayako HTML Button HTML Code HTML Code Copy this HTML Code to all the locations that you wish to track your visitors from This HTML Code will print an Online or Offline status image automatically depend
144. Name This name will be publicly visible to your Users and also used as the From Name in all Outgoing Mails Email Please enter your personal email address here All Alerts assigned to your username will be sent to this address Please make sure that this address has not been created as an Email Queue If there is an already existing Email Queue under the same address it might create bounce back loops Time Zone Default Time Zone Setting Ww Select your Time Zone If set this time zone will override the default setting Enable Daylight Savings Oves BS No If Enabled The Time Zone offset will be automatically corrected when Daylight Savings takes effect General Settings Enable Private Message Email Alerts yes Ona If enabled you will receive an alert via Email whenever a Private Message is sentto you Enable Private Message Javascript Alerts ves Ono If enabled you will see a Javascript prompt confirming the receipt of a newly received Private Message Optional Fields If you wish to receive SMS Alerts enter your Mobile Number Oo not prefix or aad any symbols such as or ete Example 13036761234 Signature Enter the signature you wish to be appended to all outgoing mails Update Details Required Fields e Team if you have been added to a staff team configurable using the administrator control panel the team name will be displayed here e Full Name your full name This name
145. Notes Release History 14 Chats 0 Audit Log Edit 1GG 962841 Sales Example labe 181 Click on the Forward tab to open the ticket forward interface as shown below General Post Reply Forward Follow Up Billing Add Notes Release History 1 Chats 0 Audit Log Edit Staff User lt staff user com gt c C Add to Recipients 44 Quick Insert O Quote F Predefined Replies SP Kritwledgebase F Downloads Properties Owner Unassigned Department General Y Status pen Priority Mediurn w Enter the e mail address of the forwardee Quote ticket replies using this menu Options Due zl Time Worked iin Minutes Save as Draft Follow Up Add Note Attach Files Spell Check Forwarding a ticket is very much the same as creating a new ticket sending an e mail with the exception that under Quick Insert you are able to quote ticket posts from the ticket history Forwarding a ticket to the recipient defined as shown above opens a separate communication channel what that user as in a completely new ticket However if you click on the Add to Recipients box as shown above the forwardee will be added as a third party recipient for more information on third party recipients see CC BCC and third party recipients In this case the third party can make ticket replies to the current ticket rather than have them
146. Opening this menu will introduce a list of downloads categories and their respective files allowing attachment of the files to the ticket reply as shown below e UZO 924368 Billing dd Notes Release History 1 Chats 04 Audit Log Edit d Replies SF Knowledgebase F Downloads F Department Status Example Catagory Test file Attached downloads will appear underneath the reply area as shown below Options Due B Time Worked Predefined H Downloads Test file Follow Up Add Note Email Options Attach Files Properties Owner kayako 164 The owner of the ticket can be set here ticket assignment For more information on ticket assignments see Ticket Assignments Post Reply Forward Follow Up Billing Staf User lt staff user com gt 3 Quote F Predefined Replies Owner Unassigned Staff User Another Staff Department The department in which the ticket resides can be changed using this menu Billing 4dd Notes Release Department Status The status of the ticket can be changed using this menu For more information on ticket statuses see Ticket Status Release History 1 Chats Priority The priority of the ticket can be changed using this menu For more information on ticket priorities see Ticket Priority kayako 165 Chats 04 Audit Lag Edit Low Medium High Urgent Emergency Critical Options Due
147. Posts to Process Per Page Specify the number of posts that the system Should process on one page in the adjacent text box 3 Click on Rebuild If you receive an error during processing then try using a lower number for the Number of Posts to Process Per Page Since the process is resource intensive you will require a powerful server to process a higher number of posts in one batch kayako 61 Setting up e mail piping An e mail queue can be created that will handle e mail that is piped into the system piping is the automatic pushing of an e mail by the server into your installation of SupportSuite or eSupport This is done by forwarding an e mail alias to a script within your SupportSuite or eSupport installation This script will then process the incoming e mail message The difference between piping e mail being pushed into the system and polling e mail being fetched into the system e Piped e mail is fairly instant in terms of receiving an e mail e Polled e mail is fetched every 10 minutes by a scheduled task an automated task that can only run when a SupportSuite or eSupport page is loaded The procedures in this section describe how to set up e mail piping for an e mail address alias such as support mydomain com or sales mydomain com under various systems Note Before you proceed to set up e mail pipes be sure to change the file permissions for the e mail pipe script otherwise your e mail pip
148. Release History 1 Chats 0 Audit Log Edit Ticket ID Owner Department Status Priority Labels W IDS 780953 Staff User General Open Critical Unassigned Note by Staff User OF Feb 2007 12 19 AM 5s la This is an example note attached to a user account An indication that the ticket has had a note added to it will also be shown on a ticket listing as shown below Sets ei Views or Labels Mass Action Tickets List Default View O Subject nam geveri o E a2 g A ticket Ticket note g g a 2 Test indication F 4 message ae Note that when a note is added to a user account the note will be visible on all tickets created by this user The user will still not be able to see this note however Deleting a note Notes can be deleted via the ticket information bar when viewing a ticket as shown below General Post Reply Forward Follow Up Billing 4dd Notes Release History 1 Chats 0 udit Log Edit Ticket ID OWNer Department Status Priority Labels W IDS 780953 Staff User General Open Critical Unassigned Note by Staff User OF Feb 2007 12 19 AM 5s i This is an example note attached to a user account As well as this a trash can J icon will appear next to each note To delete a note click on its corresponding trash can icon Automatic ticket follow ups Ticket follow ups allow for the post dating of ticket handling actions Here are some example uses of t
149. SO Code Charset Options C English fu s 3 Left gt Right en us UTF 8 al phrases Ef Edit Delete Page 1 of 1 To delete a language click on the respective delete icon At least one language pack must be installed on the system thus the delete icon is unavailable for this one language pack To manage a language pack s phrases click on the phrases Bal icon see managing phrases within a language pack Selecting multiple language packs by checking the corresponding check boxes as shown below will open the mass management menu as shown below Using this menu packs can be mass deleted Under the Advanced Search tab packs can be searched for by title ISO code or their character set charset Under the Settings tab the number of packs shown per page if there are many can be limited kayako 383 Mass Action dyvanced Search Settings Language List E Language Title 7 Text Direction ISO Code Charset Options English U 5 3 Left gt Right en us UTF Ad Phrases Edit Delete To edit a language click on the respective edit EJ icon You will be presented with the editable fields for this language pack as shown below Language Details Language Title English U 5 Enter the Language Title Example English U S Author Kayako Web Solutions Enter Guthor Name Text Direction Left gt Right Please select the text directian ISO Code Enter the 180 Code for this language Examples en us English
150. Sed et arcu Praesent dul eros egestas a ore Nulla Taciisi Nam ac purus In venenatis lorem ut nisl Pelburus faucibus imperdiet Ut eu nibh Aliquam pede tortor cccommodo sed mi Donec in velt Duis blandit elit vel e dui Sed eget elit Donec volutpat 4 The article can be downloaded in Integer ultricies metus non elit Nan PDF format or Aenean vitae est Phasellus adipisci printed in a lorem ligula pretium sem quis sollici printer friendly convallis vehicula Morbi velit lacus format Vestibulum tempor fringilla sapien molestie eget massa Cras quis lacus quis erurabitur id velit eget sem interdum mattis Donec mattis Sednibh id sapien kayako 291 Lost Password Email Password Remember Me e Entire Support Site koa News Options r Add Comment Print an POF Version of Add to Favorites Live Support A OFFLINE 292 Managing news articles To view and manage news articles 1 Open News on the navigation menu bar as shown below Teamwork Downloads Troubleshooter News Manage News Manage Subscribers Insert News Comments Impor Export 2 Click on Manage News A list of all the news articles stored in the database will be listed as shown below Page 1 of 1 OoOo Quick Search Options F 4 company news announcement Public 07 Mar 2007 05 42 PM Notice of downtime Public OF Mar 2007 05 40 PM 16 Mar 2007 F E Public news announcement Public 24 J
151. Staff user fields Staff Details staff Details Enter the Full Name of the Staff Member Enter the User Name of the Staff Member Enter the Staff Member s Password Password confirm Enter the Staf Member s Password again to confirm Email OoOo SSS Flease enter the Staf Member s Email Address All alerts assigned to staff will be sent to this Address Team Administrator Specify the team to which this Staff Member will be assigned All permissions for the chosen team will apply to this Staf Member Staff Details e Full Name the full name of the staff user this will be used to identify the user and as the Staff user s name in outgoing e mail replies ticket replies and staff user lists e Username the username of this staff user the staff user will use this to log into the system e Password the staff user account s password e Email the staff user s personal e mail address Ticket alerts for example will be sent to this address Do not set this e mail to one that is the same as a configured e mail queue kayako 312 otherwise mail loops may occur e Team to which team this staff user account belongs Optional Fields If you wish for this Staf Member to receive SMS Alerts please enter their Mobile Number Do not prefix or adad anp spmbols such as OF ete Example 13036761254 Signature Enter the Staff Member s Signature This Signature will be appended to all ou
152. Support Live Support Live Support f Live Support ONLINE a BACK SOON AWAY When a user clicks on a button he or she will be presented with either a Send Message form if live Support is unavailable or a Request Live Chat form if live support is available Creating a Live Support status text link To create a Live Support status text link that will display the status of your live support department s 1 Open Live Support on the navigation menu bar as shown below kayako 245 Home Tickets Live Support Teamwork m Messages Chat History Ad Tracking Canned Tag Generator x Quick Jump HTML Button Z a Email Signature IA Text Link a Visitor Tracking HTML Button HTML Button fx Email Signature HTML cade ia Text Link HTML Code 2 Open the Tag Generator menu 3 Click on Text Link You will be presented with a create text link form as shown below Custom Settings Department l l All Departments If a specific department is chosen here SupportSuite will only use this department for determining the Online Offfline status of Staff Members Customers will also only be able to choose this department when requesting a chat NOTE This means that if all the Staff Members in this department are Offline even if other Staff Members are available the customer will be told that live support is unavailable Staff Online Text Live Support is available Click ta Chat
153. This is the text that is displayed if there is at least one Online Staff ee Member under the specified department Statf Offline Text This is the text that is displayed if there are no Online Staff Members available under the specified department Live Support is unavailable Generate e Department if you want this live support status text link to display only the availability of a specific department set it here e Staff Online Text the text to display if live support is available e Staff Offline Text the text to display if live support is unavailable Click on the Generate button to generate the HTML code to display the text link Creating a visitor tracking JavaScript snippet To create a JavaScript snippet that will track visitors on one or more of your web pages via the LiveResponse application 1 Open Live Support on the navigation menu bar as shown below kayako 246 Home Tickets Live Suppo rt Teamwork knowledgebase Downloads Messages Chat History AdTrackingy Canned Tag Generator Quick Jump gt HTML Button HTML Button Gq Email Signature F Text Link a Visitor Tracking A HTML Button enor fx Email Signature HTML Code tal Text Link HTML Code 2 Open the Tag Generator menu 3 Click on Visitor Tracking You will be presented with a create snippet form as shown below Visitor Tracking Custom Settings Department If a specific departm
154. Ticket edule This allows YOU To Mies Sure The eset De nersted De ths ure will always be Edit the user account s attributes Update User y Onkne Stalf C Staf User Upar Eri ail Last l Inari Eral Click here to add additional e mail address es to the user s account Refer to user account fields for documentation on the required fields for a new user account Creating a new user account To create a new user account 1 Open Users on the navigation menu bar as shown below Logged In Staff User Support Center Admin CP K nowledgebase Downloads Troubleshooter News Users age Users Manage Groups Mass Mail Insert Group 2 Click on Insert User Refer to user account fields for documentation on the required fields for a new user account User account fields kayako 220 Full Name Enter the Full Name of the User Email Enter the primary Email Address of the User Password Enter the User s Password Password confirm Enter the User s Password again to confirm User Group Registered Select the User Group for this User User Type yt Select the User Type 4 User classified as a Manager can view all tickets created under the assigned User Group SLA Plan No SLA Plan You can link this user to an SLA Plan for the Ticket Module This allows you to make sure the tickets generated by this user Will always be handled in the required time period General Inf
155. U 5 ru Russian fr French Charset Enter the default Language HTML Character Set Use UTF 6 for Unicode based languages Display Order Enter the default display order for this language e Language Title the title of the language pack e Author the author of the language pack e Text Direction the direction of the text for this language for example the Hebrew language is a Right gt Left language e ISO Code the ISO international standard code for the language pack e Charset the default character set for the language pack e Display order the display order for the language pack language packs are listed according to their display order Click on the Update button to save the changes to the language pack kayako 384 Managing phrases within a language pack TO manage phrases 1 Click on Manage Phrases under the Languages menu as shown below x Options Settings Templates lAa Languages Manage Languages Manage Phrases gt Insert Language Search Phrases Import Export Custom Fields a Live Support You will be presented with a paginated list of all the phrases within the first order language as shown below kayako English U 5 Add Phrase Language Jump Code account_status z actsysfooter Add 4 phrase to the pack acfsysheader amp Click on the red lt to delete a phrase acfsysheaderend x Redefine the phra
156. a reseller clent My custom User Registration group Client Type Reseller Whether you are a regular customer or 4 reseller Regular Verity Registration Please enter the text you see in the image at the right into the textbox below This is reguired to prevent automated registrations T AT 4 C PT kayako 410 At user group management User Group Details General Information Group Title l Registered Enter the User Group Title Group Type Registered Select the type of User Group SLA Plan l l No SLA Plan You can link this user group to an SLA Plan for the Ticket Module This allows you to make sure the tickets generated by the users under this group will always be handled in the required time period My custom User Groups group Last Audit Date 2007 01 01 The date the user group was last audits Fermissions SWIFT General Can Yiew Register Widget A text field has been used to allow for the entry of a date Can Yiew Submit Ticket Widget of when this user group was last audited Permissions Tickets Can Submit Ticket Should Send Ticket Autoresponder Can Change Ticket Properties Can Yiew Knowledgebase Section Permissions Downloads Can Yiew Downloads Widget Permissions Troubleshooter Can iew Troubleshooter Section Permissions Hews Can Yiew News Widget Update Group The date field shown above is also validated using a regular expression as shown below taken
157. a seounky meebng Bank managpar g freeing Location Meeting room A Location Gut of office 09 00 11 n 09 00 loro Lon Data security meeting Bank managers meeting Locahan Herbig room AZ Latainn Gut af affios Dygd 11500 11 00 Data seournty meeting Locahon Meshing room Az fs b2200 13 30 Fany Exegs lunch 13 00 14 00 Company meebng Location Office 11 Izp 13 30 ee Exee s lunch 13 00 13 10 Test call event 13 00 14 00 14 00 Company marung Location Office 11 15 00 1 00 17 00 1 00 19 00 20 00 21 00 22 00 2a 00 In any calendar view clicking on an event will take you to that one event as shown below OO SupportSuite Home Tickets view Calendar Whew Tasks Manage Contacts Insert Contact Insert Event Event Options gt Teamwork Calendar View Event Data security meeting Edit Event General Misc Custom Delete Event Subject Data security meeting Online Staff Event Type Public Owner Staff User C Staff User Start 02 27 2007 09 00 End 02727 2007 11 00 All Day Event No Category Activity Type Appointment Location Meeting room 4 Status Label Edit or delete the event kayako 251 Creating a new event or appointment To create a new event or appointment 1 Open Teamwork on the navigation menu bar as shown below OO SupportSuite Home Tickets Live Support Teamwork knowledgebase Downloads view Calendar Whew Tasks Manage Contacts In
158. act InsertEvent Insert Task February 2007 gt Teamwork Calendar Sun Mon Tue Wed Thu Fri Sat Work Week Week Month 2 Click on Insert Contact You will be presented with an event creation interface as shown below Business Personal Misc Custom Fullname wN 00S O Type public O private l gt J Click on these tabs to l _ switch between field Email 3 categories Category eS El a O i kayako 255 Fullname the name of the contact forename and surname Title Mr Mrs Ms Etc Email 1 the primary e mail address for the contact Email 2 3 the alternate e mail addresses for the contact Customer ID a customer ID you can assign to the contact This ID is not used within the system Type if set to public the contact will be viewable by all staff users If set to private the contact will be viewable only to yourself Category the contact s category Note that contact categories are managed from within the administrator control panel Mobile a mobile contact number for this contact Changing between the tabs as shown below allows you to enter further detailed information for each contact General Business Personal Misc Custom Address Office Location Web Page General Business Personal Mise Custom Click on the calendar icon to open the date selector kayako 256 General Business Personal Misc Custom Mailing Address Other Address Assistant Po
159. ag Red Flag Grange Flag Yellow Flag Blue Flag Green Flat 3 On the Labels Flags menu select the appropriate Flag kayako 144 4 Click on the Go button to submit the changes to the tickets To flag a ticket from within a ticket 1 On the Ticket Options menu click Flag Ticket as shown below SupportSuite Home Tickets Live Support Teamwork Se Downloe Manage Tickets Search New Ticket Predefined Replies Alerts Filters Ticket Options gt Manage General Open Test IDS 780953 Flag Ticket fal Purple Flag W SLA Plan Sal Red Flag el Mark Due Orange Flag Options ell Yellow Flag Export wal Blue Flag Green Flag Forward Follow Up Billing Add Motes Filter Tickets l View All F Filters Clear Flag Posted on 15 Jan 2007 12 35 4M Hello Email test asf com ENA Labels A new label Page 1 of 1 a Example label 1 5 General 3 Pf Onen 4g Back 2 Select the appropriate flag Note that the ticket information bar will now display the ticket flag as shown below kayako 145 gt Manage General Open Test IDS 780953 ci Ticket IDS 780953 flagged successfully General Fost Reply Forward Follow Up Billing Add Notes Release ket I Owner EE Staff User General Page 1 of 1 Author contents Staff User bA Posten 15 Jan 2007 12 35 AM l STAFF Hello 8 Email test asf com The new
160. ail Clients that do not support HTML to view the email You can edit all the Emails under Templates gt Manage Templates Enable Mail Queue Ey On Enable Disable the Email Queue SupportSuite has a ce 5 feature called Email Queues that sends bulk emails in batches This prevents slowing down of pages and the mails are sent over a period of time Number of Mails to Send in a Queue Batch Number of Mails to Send in One Batch The Higher the Value The slower the page loading might be e Enable SMS Gateway if enabled SMS alerts can be configured as ticket alerts within the Staff control panel e Email Failure Reports if enabled failure reports will be e mailed to the primary administrator e mail address e Gateway Username your Kayako Member s Area e mail address login name e Gateway Password your Kayako Member s Area password kayako 324 Outgoing Mail Settings Enable SMS Gateway Orv i es CS No Toggle the Enabling of SMS Gateway Kayako has its own SMS Gateway allowing you to receive Alerts right to your cell phone For more information please visit http gateway kayako net Email Failure Reports Ey On If Enabled Any SMS Delivery Failure reports will be Ee 5 automatically dispatched to Primary Admin user email Enter your Kayako SMS Gateway Username This is your Email Address to htto members kayako net Enter your Gateway Password Enable HTML Emails i If Enabled All Qutgoing Mails
161. ails under this Queue will have their From Name replaced with the entered value From Email O S If specified all outgoing Emails under this Queue will have their From Email replaced with the entered value Queue Overrides e From Name if set all outgoing e mails sent from this queue such as ticket replies staff created tickets and auto responders will use this name in the From field of the e mail Otherwise the staff or department name will be used depending on the circumstance e From Email if set all outgoing e mails sent from this queue such as ticket replies staff created tickets and auto responders will use this address in the From field of the e mail Otherwise e mail queue address will be used depending on the circumstance kayako 423 Queue Settings E Queue Subject Prefix SALES If specified all Mail Subjects under this Queue will be prefixed with the specified value For example if you specify the Queue Prefix as SUPPORT the Outgoing Mail Subject for Staff Replies will be SUPPORT ABC 12345 Actual Subject Queue Signature Enter your Queue Signature This Signature is appended to all outgoing Emails under this Queue This field ts optional Kind regards Registration Required Oves Wo If enabled only registered users will be able to create tickets bugs replies under this Email Queue Enable New Issue Autoresponder Ov Bs Ho If enabled the system will send an 4uto
162. an 2007 12 14 PM F Staf only ecample announcement Private 4 Jan 2007 12 13 PM Page 1 of 1 Legend Public News Ey Private News Selecting multiple news articles by checking the corresponding check boxes will open the mass management menu as shown below Using this menu news articles can be mass deleted Under the Advanced Search tab news articles can be searched for by title description or by content Under the Settings tab the number of news articles shown per page if there are many can be limited Page 1 of 1 Quick Search Options Mass Action dyvanced Search Settings F 4 company news announcement Public OF Mar 2007 05 42 PM T Notice of downtime Public 07 Mar 2007 05 40 PM 18 Mar 2007 F 5 Public news announcement Public 24 Jan 2007 12 14 PM Statf anly ecample announcement Private 24 Jan 2007 12 13 PM Page 1 of 1 kayako 293 To edit a news article click on the news article s title Refer to news article fields for documentation on the required fields for creating a news article Creating a news article To create a news article 1 Open News on the navigation menu bar as shown below Teamwork Downloads Troubleshooter News Manage News Manage Subscribers Insert News Comments Impor Export 2 Click on Insert News Now refer to the news article fields for documentation on the required fields for creating a news article News article fields News Subject Enter
163. an specify a custom Regular Expression to Validate the field input Field Options Option Yalues Display Order Is Selected b MIO OUOUOUOOU SB Insert Field e Field Title the main title of the field e Default Value when the field is outputted into an interface the default value will already be present in the field unless changed e Field description a description of the field designed to be more descriptive and longer than the Field Title e Display Order where more than one field is displayed as part of a group of fields they are listed according to their display order set here e Is Required if enabled the system will return an error if the field is submitted a blank when in use in an interface e User Editable if enabled the user will be able to modify the field applies only to user registration and user ticket creation group types kayako 401 e Staff Editable if enabled any staff user will be able to modify the field regardless of whether it is a user field or a field intended for staff control panel use such a task list field e Regexp Validation although not required a regular expression string can be entered here When the field is outputted into an interface such as at ticket creation any data entered into this field will be validated against this expression If validation fails the system will return an error stating that the data entered is not valid For more informat
164. and usage are detailed in this agreement also _ referred to as Product in this agreement TITLE We remain the owner of all right tithe and interest in SupportSuite eSupport LiveResponse SyncWorks and related explanatory written materials Documentation ARCHIVAL OR BACKUP COPIES You may copy the Product for back up and archival purposes prowided that the orginal and each copy is kept In your possession and that your installation and use of Product does not exceed that allawed in this agreement TERMS OF USAGE Copyright 2001 2007 Kayako Infotech Ltd 3 Review the license agreement Click on the I Agree button to continue kayako O SupportSuite 58 erify Details Details gt Verity Details gt gt Product SupportSuite File Version 3 10 02 suid Date hated Build Type STABLE verifying Database Connection OK Checking to see if fcache directory is writable OK Checking to see if files directory is writable OK Checking PHP Yersion Minimum Requirement 4 3 0 ai Checking status of Short PHF Tags OK Checking for File Upload Status OK Checking Max Upload Limit 10M Change upload max filesize in php ini to increase the max size of file Uploads Checking for PHP Safe Mode Off Checking for MySQL INSTALLED Current Version 3 10 02 SupportSuite Username fo Password CT Database Host Po Database Name fe Database Username fe Database Password fe Copyright 2001 2007 Ka
165. arched for by name subject content or e mail address Under the Settings tab the number of messages shown per page if there are many can be limited kayako 230 Page 1 of 1 fe Quick Search Options Mass Action dyvanced Search Settings Mark as Replied 254 Delete 4 message James Brawn zi Feb 2007 10 41 PM Fi Reply o Delete One message Chris Duddy 21 Feb 2007 10 42 PM Fi Reply mmi Delete Uptime Lisa Binns 21 Feb 2007 10 42 PM Fi Reply mi Delete Page 1 of 1 To reply to a message click on the corresponding reply Fi icon You will be taken to the message reply interface as shown below Full Name James Brown Email jJamies brown com Created On 21 Feb 2007 10 51 PM Subject 4 message Contents With a body Subject Reply Send Reply To send a reply fill in the Subject and Reply fields of the reply form and click on the Send Reply button A finished reply example is shown below Armrinht Cy DAANA NAAA Kavinlkn AJ DAIJA A NAAN y O y 10 PIL YY LUU A U U J K ay a ko VW VV VV k ay a KO COI n kayako 237 Full Name Chris Donner Email chris donner cam Created On 21 Feb 2007 10 53 PM Subject My website Contents This is a message I have left you when Live Support was not avallable Reply Details Staff Name Staff User Replied On 21 Feb 2007 10 53 PM Reply This is a staff reply to your message Now the message has been replied to the message will no longer be
166. as shown below Home Tickets Live Support Teamwork Knowledgebase Download Messages Chat History d Tracking Canned Tag Generator Quick Jump Campaigns gz Insert Campaign 2 Open the Ad Tracking menu 3 Click on Manage Campaigns You will be presented with a list of campaigns as shown below Campaign List Title Campaign URL Redirect URL Options F Example campaign View Atta wii kayako com 4 Ej Edit ti Delete kayako 236 Selecting multiple campaigns by checking the corresponding check boxes will open the mass management menu as shown below Using this menu campaigns can be mass deleted Under the Advanced Search tab campaigns can be searched for by redirect URL or campaign name Under the Settings tab the number of campaigns shown per page if there are many can be limited Page 1 of 1 Mass Action 4dyvanced Search Settings Campaign List B Title Ay Campaign URL Redirect URL Example campaign wiew gt https iwi kayako com Page 1 of 1 To edit an advert campaign click on the campaign s title Refer to the file advert campaign fields section for documentation on the required fields for a new advert campaign Creating a new advert campaign To create a new advert campaign 1 Open Live Support on the navigation menu bar as shown below S Home Tickets Live Support Teamwork knowledgebase Download L Messages Chat History
167. as yellow if a new reply has been made to the ticket since your last visit Hovering the mouse over this icon will give a brief ticket overview as shown below The Last Activity column displays how long a ticket has been last updated either by a staff user or an end user The text color changes according to how long the ticket has been idle for Less than a minute Green Less than an hour Blue Less than one day Orange Longer than one day Red kayako 116 aL On Y d r bal YY Ma al af a bat al a a b t N Ppt Search Wew Ticket Predefined Replies Alerts Filters gt Manage General Open Selec views Labels Mass Action Tickets List Default View old tickets e filter abel 1 label 25 Ticket ID IDS 780953 Subject Test Email Queue Department General status Open Date 15 Jan 2007 12 35 AM Owner Unassigned Priority Critical Last Replier Staff User Full Name Staff User Time Worked 0 Email test asf com Replies 1 Last Activity 4d1hSim Due Overdue The ticket lists can be customized according to criteria configured by each staff user For example a ticket list can be generated that lists all open tickets Customizing multiple ticket lists allows you to quickly sort through tickets Mass managing tickets within the ticket list On any ticket list multiple tickets can be mass managed using an additional toolbar that will appear in the view once more than one ticket
168. ases longest 18 bytes 625 bytes total root dey root You have now configured e mail piping to your SupportSuite or eSupport system Now you must ensure you have created an e mail queue within the administrator control panel so that the mail parser will accept the incoming e mail messages For more information see mail parser in the administrator control panel If you find you are having issues getting e mail piping to work check the following things in order 1 That you have the e mail queue set up in the administrator control panel set up to parse e mail coming into the e mail address you have set up piping for 2 That the cli index php file has the correct file permissions 3 That you have entered the correct absolute path to cli index php as the location of which to pipe to 4 That the pipe command is enclosed in quotation marks full path to cli index php 5 Try adding php q to the pipe command so the location to which the e mail alias is forwarded to becomes a php q full path to cli index php Sendmail This procedure explains how to set up e mail piping manually using the Sendmail mail transport system 1 Open the aliases file for editing kayako 69 a etc aliases 2 Assuming that we creating aliases for the e mail addresses sales company com and support company com we will create the corresponding entries in the aliases file as follows a support company com fu
169. assword Fi Internet Explor 47 4 10 18 all x 3 10 02 16 Apr 2007 Username Staff _User iiia Remember J yes No Powered by SupportSuite Copyright 2001 2007 Kayako Infotech Ltd kayako 506 Ticket listing linternet Explor ge Z 10 18 10 Manage The last replier How long until the ticket Is marked as overdue or if Page 1 of 1 Staff User 2im2s Test __ _ Test Another ticket James 17d9h43m The subject of the ticket Test already overdue how long the ticket has been overdue for Staff User 64d6h3m Overdue Overdue ij Another ticket _ James 17d9h43m Overdue Test _ Staff User 64d6h3m Overdue 507 Managing tickets Multiple tickets can be selected by checking the corresponding check boxes as shown below Scroll to the bottom of the ticket listing for a series of action menus as shown below Internet Explor 7 10 18 all x aj http www ecarnate com kayako v James 17d9h43m Overdue Test Staff User 64d6h3m Overdue A message _ Staff User 66d23h39m Internet Explor g 2 10 18 all x aj http www ecarnate com kayako v 43m Overdue Overdue kayako internet Explor g r 4 lt 10 18 all x http www ecarnate com kayako v o gt Move Ry Estas Move z 4 General Back Sales Menu Internet Explor g 2 lt 10 18 LI aj http www ecarnate com kayako
170. ated functions for the ticket currently in view Ticket ID Owner Department Status Priority Due Labels Emergency Overdue Example label Ticket information bar GGG 962641 Unassigned Sales such as Owner Department Priority Clicking on the ticket information bar as indicated above will transform the information bar into an editable version as shown below Ticket ID Owner Department Status Priority Dus Labels GGG 62641 Unassigned Sales Open w Emergency 01 19 2007 Lia new label Example label The editable interface allows for the editing of the following ticket properties Owner change the owner staff user of a ticket also known as ticket assignment Department change the department the ticket resides in Status change the status the ticket is set to For more information on statuses see Ticket Status Priority change the priority of the ticket For more information on priorities see Ticket Priority Due the date and time at which the ticket is due by For more information on ticket due times see Ticket Due Times Labels attach or remove labels to the ticket For more information on labels see Ticket Labels Ticket management menu Note the tabs of the ticket information bar have been grayed out for the purposes of this General Post Reply Forward Follow Up Billing Add Notes Release History 14 Chats 0 Audit Log Edit e General the general tab calls up the ticket
171. ation menu bar as shown below Home Tickets Teamwork knowledgebase Downloads Troubleshi Manage Categories Manage Articles Quick Jumper Insert Category Insert Article 2 Click on Manage Categories You will be presented with a list of all knowledgebase categories and subcategories within the database as shown below Insert a sub category under the respective category gt Categories J Example Cate 1 Category List 0 Example Cate 04 Hilt __ Example Cate 0 E knowledgebase Add Article Add Sub Category can Example Category One Insert Article Add Sub Category Edit Delete 4 sub category Insert Article 4dd Sub Category Edit Delete _ Example Category Two Insert Article Add Sub Category Edit Delete i Example Category Three Insert Article Add Sub Category Edit Delete Quick Jump E Manage Categories Manage Articles ba Insert Category Jz Insert Article Online Staff Staff User Edit or delete a respective category Perform quick tasks using the Quick Jump menu To edit a category click on the corresponding edit link Refer to the knowledgebase category fields section for documentation on the required fields for a new knowledgebase category Creating a knowledgebase category To create a new knowledgebase category 1 Open Knowledgebase on the navigation menu bar as shown below kayako 263
172. atus of a ticket from within a ticket view 1 Click on the ticket s ticket information bar to make the bar editable as shown below General Post Reply Forward Follow Up Billing Hdd Notes Release History 2 Chats 8 Audit Lag Edit Ticket ID Owner Department m Status Priority Due Labels 02 07 2007 UZO 924368 Staff User y pzzoreonr _ 02 07 2007 Cla new label Example label 2 Click on the Status menu 3 Select a Status 4 Click on the Submit button to proceed with the changes Ticket priority Each ticket has a priority The priority of a ticket is a way of ordering importance or urgency By default SupportSuite and eSupport adds the following priorities to the system Critical Emergency Urgent High kayako 131 Medium Low Priorities are customized such as adding or removing levels of priority that can be given to tickets in the administrator control panel see ticket priorities in the administrator control panel Changing the priority of a ticket To change the priority of multiple tickets from within a ticket listing 1 Select one or more tickets by checking the corresponding check boxes 2 On the mass management menu as shown below click on the Priority menu 2d0h30m 2d0h30m Priority Low Medium High Emergency Critical 3 Select a Priority for the ticket s 4 Click on the Go button to proceed with the changes To change the priority of a ti
173. ayako Contents About this manual Using this manual Contents Installation upgrading importing and system configuration System requirements Installation Step one Activating your license and downloading the key file Step two Downloading the package Step three Extracting the package Step four Setting up the database Step five Editing the config php file Step six Uploading the files Step seven Upload the key php file Step eight Setting file permissions Step nine Performing a first time installation Upgrading Upgrading to a newer build Upgrade from eSupport or LiveResponse to SupportSuite Upgrading from eSupport v2 3 5 to a v3 product Using Impex to import from third party systems Step one Install version 3 Step two Use Impex to import the data Step three Rebuild the database indices Setting up e mail piping Changing the file permissions E mail piping in cPanel E mail piping in Plesk Control Panel E mail piping using Unix mail transport agents E mail piping in Windows Setting up cron jobs automated scheduled tasks Cron jobs in cPanel Cron jobs in Plesk Control Panel Cron jobs in DirectAdmin Control Panel Cron jobs scheduled tasks Microsoft Windows Server 2003 kayako 4 10 11 12 13 15 17 18 22 25 30 31 32 39 40 45 51 54 55 56 60 61 62 63 66 67 72 74 75 78 81 83 5 Important note Mail parser POP3 IMAP e mail polling cron setup 90 Staff control panel use
174. b this folder is called public_html in cPanel and httpdocs in Plesk Control Panel kayako SmartFTP 27 FTF host File Commands wiew Tools Favorites name Address z l kayako com pe Login temp Folders oy staffep ry support o hS supporksuite o gt httpsdocs fy lib D pd ow private gt statistics gt subdomains Password eeeeeeee8 Port 21 Anonymous Size Type Description FTF login credentials The path to where you want to install the software LIST aL 150 Opening ASCII mode data connection for file list 27 bytes transferred 5 14 EBs 157 ms febh Transter complete 226 Quotas aff fr objects 0 bytes docs kavako net 8 You are now ready to upload the software files to the web server 9 kayako In SmartFTP as shown below press CTRL L to open a new local browser window SmartFTP C Documents and Se upload gt File Commands Yiew Tools Address BE la kayaka com Favorites Window Help Login temp Password ELLLLEELLEL O thttpdocs support ee l ma Folders bi se kayako net OO SNOOP command HOOP OO MOOF command s HOOP U0 NOOP command s1 E i O bytes docs kavako net New Local Browser Ctrl L Port 2l Anonymous a 4 includes off instaalerl o locale ta 4 sehin 27 objects selec 20 6 KB 10 Within the local browser navigate to the uploads folder w
175. back to ticket again Enable Custom Ticket Overdue Hours A If Enabled The Specified Overdue Hours are used to Ores Ono calculate the Overdue timeline for a ticket when a SLA Plan is not assigned to the Department User Usergroup or the Ticket Default Overdue Hours Number of Default Overdue Hours after which the ticket is marked as Overdue Overdue Tickets Background Color Specify the Background Color for the Tickets in List that FFECEC are Overdue e Clear Overdue Time for Tickets when Staff Replies if enabled a ticket s due time will be automatically cleared when a staff makes a reply to the ticket e Enable Custom Ticket Overdue Hours if no SLA plan has been assigned to the ticket user or department a custom overdue hours value see the Defau t Overdue Hours setting e Default Overdue Hours the default number of overdue hours set for a ticket when no SLA plan is attached to the ticket user or department e Overdue Tickets Background Color when tickets become marked as overdue the background color of their table row in a ticket listing changes The color hex value can be set here For more information on ticket overdue times see ticket due times in the staff control panel Parser Settings Auto Add CC Users as CC Recipients Ey O a BS Ho If Enabled System will automatically add additional recipients in an incoming email as CC Recipients Enable Two Way Email Processing rvyes O E Mo Th
176. base that will contain your installation on the database server 6 Note that for the purposes of this installation guide the database information we would use if the database name username and password were the same as those set earlier o _DB hostname localhost o DB username kayako_suite o DB password support o DB name kayako_suite kayako 24 7 The rest of the settings in the file should be left unchanged unless you are very familiar with the system 8 Once finished editing the file save the file kayako 25 Step six Uploading the files In this guide we will use the FTP client SmartFTP to upload the files to the web server SmartFTP is a freely available for non commercial use SmartFTP client available from www smartftp com Most FTP clients are very similar to each other so this guide may still be applicable to users of other clients such as CuteFTP or BulletProof FTP 1 Start your FTP client SmartF IP 2 Ensure that the transfer mode is set to binary Normally the default transfer mode of an FTP client is not set to binary It is essential this step is taken otherwise your files may corrupt 3 Click on the Tools menu 4 Click on Settings Copyright 2001 2009 Kayako www kayako com kayako 26 Settings J Events hs ab ASCII Binary F History 5 Quick Folders 75 S lection Groups MA Navigation e Connection iJ Cache Ident
177. bd Text Es Edit u Delete Lead Staff Ticket Creation i i oc T Information group e Checkbox E Edit LI Delete Licence User Ticket Creation Area ae Password E edt Delete Password System Staff and User Ticket Information Creation group Location Time Tracking group o Select Es Edit w Delete Attendees Teamwork Event group Select Multiple EI Edit to Delete Gh Text Area E edt To Delete Further Details Page 1 of 1 LI LI LI LI d d LI Teamwork Task group i Checkbox Fij Edit to Delete To delete a field click on the respective delete J icon Selecting multiple fields by checking the corresponding check boxes as shown below will open the mass management menu as shown below Using this menu fields can be mass deleted kayako 394 Under the Advanced Search tab groups can be searched for by field title and field title Under the Settings tab the number of fields shown per page if there are many can be limited Mass Action dyanced Search Settings Field List icc a a a mmm ee cee acme Artem semaine eee eee eee E Field Title Group Title Field Type Display Order A Options Example n Example field group abl Text 1 EJ Edit U Delete le Secondary Ssh Example field group abl Text Ei Edit D Delete address To edit a field click on the respective edit Ej icon You will be presented with the editable fields for this field Refer to custom field type
178. been assigned an SLA plan in some way the time counter that counts how many hours the ticket has not had a reply for will only run during the schedule hours associated with the ticket s SLA plan This allows you to run effective opening hours we refer to them as schedules of different types ensuring that tickets do not get submitted out of your opening hours and run overdue To view and manage schedules 1 Click on Manage Schedules under the SLA menu as shown below SLA Manage Plans Manage Schedules Insert Plan Insert Schedule You will be presented with a list of all the schedules currently set up for your SupportSuite or eSupport installation as shown below kayako Page 1 of 1 SLA Schedule List Schedule Title A Schedule Info Emergency Engineers Hours Sunday 12 Sales Hours Sunday 10 Monday 09 Tuesday og Wednesday 09 Thursday O49 Friday 09 Saturday 09 OO AM Monday 1 Tuesday 12 Wednesday 17 Thursday 1 Friday 12 Saturday 1 00 AM 00 4M 00 4M OO 4M 00 4M 00 4M 00 4M 00 4M 00 4M 00 4M 00 4M 00 4M 00 4M support Hours Sunday Closed Monday O49 Tuesday og Wednesday 09 Thursday O49 Friday 09 Saturday 09 Page 1 of 1 00 4M 00 4M 00 4M 00 4M 00 4M 00 4M 460 Quick Search Options Options gt 11 45 PM Ei C Delete gt 11 45 PM gt 11 45 PM gt 11 45 PM gt 11 45 PM gt 11 45 PM gt
179. ber of articles will be shown below each as shown below gt Knowledgebase Categories The knowledgebase is organized into different categories please select a category that you are Interested in You can also search the entire knowledgebase by entering keywords in the navigation bar beside this text 0 Example Category One 2 0 Example Category Two 1 An article Another article B Another article gt more topics gt mare topics e Display More Topics link under Category List if enabled the more topics link as Shown above will be displayed at the end of the article lists e Display Article Details under Category List if enabled when viewing a category a preview of each article will be shown below each article entry e Character Limit for Article Content the maximum number of characters that are displayed as a preview text for the article when viewing a category and all articles under it kayako 349 Support center index Jopor Center Index Page secingds i l l Display Popular Articles Quick Bor Oves no Toggle the Display of Popular Articles Quick Box in the Index Page of Support Center Maxkmimum Number of Articles to Display in Popular Articles Box Display Yiew Count in Popular Articles Bou yes Ono Display Latest Articles Quick Box yes Ono Toggle the Display of Latest Articles Quick Box in the Index Page of Support Center Maximum Number of Articles to Displa
180. beside each field in the User and Staff sections Use this to denote what the field is about Field description Specify the description of the field Specify the Field display order If there are multiple fields Under the specified Group they will be sorted according to the specified display order in Ascending Mode Is Required Oves no Whether or not the Field is required If enabled the User will be required to fill in the Field before the data can be processed User Editable yve On Whether or not the User can modify the Field information Ste j Staff Editable O l Yes Ho Whether or not the Staff can modify the Field information Here you can specify a custom Regular Expression to Validate the field input Field Options Option Yalues Display Order Is Selected b MIO OUOUOUOOU SB Insert Field e Field Title the main title of the field e Default Value when the field is outputted into an interface the default value will already be present in the field unless changed e Field description a description of the field designed to be more descriptive and longer than the Field Title e Display Order where more than one field is displayed as part of a group of fields they are listed according to their display order set here e Is Required if enabled the system will return an error if the field is submitted a blank when in use in an interface e User Editable if enabled the use
181. by date see using the calendar Selecting multiple histories by checking the corresponding check boxes will open the mass management menu as shown below Using this menu histories Under the Advanced Search tab histories can be searched for by name chat ID content or e mail address Under the Settings tab the number of histories shown per page if there are many can be limited kayako 233 Live Support Chat History Page 1 of 7 Bea Mass Action 4dyanced Search Settings Test Test Test Test Staff User Viewing a chat history When opening a chat history by clicking on the name of the user the chat overview will be presented as shown below Chat ID 1 Chat Information Fullname Chris Email chris read com Date 07 Feb 2007 10 12 PM Duration 20s Staff Test Department General Was Transferred Mo Transferred From IF Address z 45 22 807 Chat Type a Weer aa taf Chat Conversation Test Hi there how can I help you e Fullname the full name entered by the user e Date the date and time the chat was first initiated e Staff the staff member who eventually closed the chat e Was Transferred if the chat was transferred to one staff user to another before being closed this field will display Yes e IP Address the IP address of the user kayako 234 e Email the e mail address of the user e Duration the duration of the chat the time between a chat request
182. cation if enabled RSS feeds of news articles will be made available via the client support interface See what is an RSS feed in the frequently asked questions ves O Mo e Maximum Limit of Latest News Item for RSS Feed the maximum number of preview characters for each article for each RSS feed listing kayako 359 Templates The templates are based on template groups which can be seen as template packs As well as being able to have a completely different style template groups can also serve a further purpose such as departments that only display for a certain template group and so on A different template group should be thought of as almost a different support desk A template group can act in many ways as a completely different support desk with a different style knowledgebase categories troubleshooter categories news announcements departments and company name All of the modules mentioned such as knowledgebase include options to tie a category to a template group For more information see the module s respective staff control panel manual areas An example use of using such template groups is if your company trades as several other companies or has several different and unrelated branches Licensing notice Please note that as per the license terms of Kayako s SupportSuite eSupport and LiveResponse products you must not resell spaces on your support desk installation in the form
183. cket from within a ticket view 1 Click on the ticket s ticket information bar to make the bar editable as shown below General Post Reply Forward Follow Up Billing dd Notes Release History 24 Chats 8 udit Log Edit Ticket ID Owner m Department a Status p Priority Due Labels D 02207 2007 UZO 924368 Staff User st Open 2 p2z07 200 02 07 2007 E Cla new label LJ Example label Page 1 of 7 l 2 gt 16 cy e Group default Previous Ticket Next Ticket Author Contents 2 Click on the Priority menu 3 Select a Priority 4 Click on the Submit button to proceed with the changes kayako 182 Ticket filters Ticket filters allow you to quickly access and sort through your tickets across all departments by setting a variety of filter criteria Filters can be created publicly or privately A private ticket filter is only accessible by the staff user who created it meaning that staff members can create and manage their own ticket filters When created a ticket filter will appear in the department and ticket tree When a filter is executed clicked on a ticket listing of all tickets that match the filter s criteria will be displayed An example ticket filter is shown below It has been created to display all tickets that have been set to On Hold that have a Critical priority Edit Filter Filter Title All on hold tickets Enter the Filter Title Filter Ty
184. ct the Ticket Status that should be selected by default when you reply This can be a Status that denotes a Resolved Status Select Owner as Current User O Yes No If enabled the Owner field will automatically be selected as the current user when replying Ticket listing options affect all ticket listings viewed under your staff user account Auto Refresh Grid enabling this option will cause the ticket list to refresh itself periodically at an interval set here Open Tickets in Separate Window if enabled clicking on a ticket subject from within a ticket list will open the ticket in new browser window as opposed to opening within the same browser window After Replying Take Me To this option defines where you will be taken after replying to a ticket It can be set to one of o Ticket the ticket replied to o Ticket List o Next Ticket Default Ticket Status when Replying this option allows for the selection of a default ticket status that a ticket will be set to following your reply For example if replying to a closed ticket while this option has been set to open the ticket s status will be set to open following your reply kayako 121 Select Owner as Current User if enabled a ticket will be assigned to the staff user who first replies to a ticket Click on the Update button for the changes to take effect Customizing your ticket lists From within a ticket list the view of the l
185. d the cron index php page in your SupportSuite eSupport or LiveResponse installation kayako 75 Cron jobs in cPanel The following procedure explains how to set up a scheduled task using the cPanel Control Panel The scheduled task that we will set up will execute the wget command to load the cron index php page that will run the SupportSuite eSupport or LiveResponse internal cron system to perform internally scheduled tasks such as POP3 IMAP e mail fetching cleanups and so on This guide assumes that the wget command is enabled for your system which will be by default for Linux and Unix systems but not for Microsoft Windows system For installing wget for Microsoft Windows see using Microsoft Windows Server 2003 The wget command simply loads or fetches an element such as a web page Step one Log in to the cPanel control panel 1 Enter your account s username and password 2 Press the Login button 3 Click on the Cron Jobs icon as shown below Raw Access Raw Log Error log Subdomain Logs Manager Stats a PhoMyChat CGI Center Scripts Library _ LS gt E 9 St ew cr Cron jobs Network MIME Apache Tools Types Handlers Step two Adding a new cron job 1 You will be asked what your level of experience is This will determine how complex the interface for configuring the cron job will be For this guide we will select Standard kayako 76 HOME LOGOUT CPANEL 10 Cron
186. data into an XML pack e Can Import Troubleshooter Data if enabled staff users added to this team will be able to import troubleshooter from an XML pack Can iew Downloads Tab yes Ono Can Delete Category yes Ono Can Edit Category ves Ona Can Delete File yes no Can Edit File yes Ono Can Insert Category yes O No Can Insert File vres Ona Downloads e Can View Downloads Tab if enabled staff users added to this team will be able to view the downloads tab in the staff control panel e Can Delete Category if enabled staff users added to this team will be able to delete a downloads category kayako 309 e Can Edit Category if enabled staff users added to this team will be able to edit an existing downloads category see viewing and managing file categories in the staff control panel e Can Delete File if enabled staff users added to this team will be able to delete a file download e Can Edit File if enabled staff users added to this team will be able to edit a file download see viewing and managing files in the staff control panel e Can Insert Category if enabled staff users added to this team will be able to create new download categories see creating a category in the staff control panel e Can Insert File if enabled staff users added to this team will be able to insert new file downloads see create a new file in the staff control panel Hews Can Yiew News Tab yes O No
187. ding an e mail in the staff control panel kayako 332 e Enable Instant Response System IRS if enabled suggested knowledgebase articles will display in real time search underneath the staff s reply interface according to what is being typed The articles that appear may be of relevance and use to what the staff user is trying to communicate Client Support Center Settings Can Specify Custom Recipients If Enabled The user can specify custom recipients who Wil be added as CC Recipients to a ticket automatically Enable Instant Response System IRS IRS feature displays realtime Knowledgebase suggestions before the submission of ticket This significantly reduces the ticket load as the clients are forced to view the knowledgebase articles before submitting a ticket Maximum word count for IRS Sets the maximum word count threshold for IRS Enable Captcha for Ticket Submission If Enabled The Client will be required to verify the entry by entering the text that appears in an Image before the ticket is accepted Tickets to Display Per Page Specify number of Tickets ta Display Per Page in the Ticket List Ticket Post Order for Client Support Center Select the Display Order for Ticket Posts under the View Ticket Page Client Support Center Allow Users to Upload Attachments If Enabled Your Users will be able to upload file attachments when they reply or create a ticket Maximum Number of Attachment
188. dit mi Delete Staff Ef edt 1 Delete Page 1 of 1 To delete a staff team click on the corresponding delete icon Selecting multiple teams by checking the corresponding check boxes as shown below will open the mass management menu as shown below Using this menu teams can be mass deleted Under the Advanced Search tab teams can be searched for by full name Under the Settings tab the number of teams shown per page if there are many can be limited Mass Action 4dyvanced Search Settings Teams l lt Administrator EI Edit om Delete Staff Ei Edit mi Delete To edit a staff team click on the corresponding edit icon From here you are able to configure the properties and permissions for this staff team kayako 305 Refer to staff team fields for documentation on the required fields for editing a staff team Creating a new staff team To create a new staff team 1 Click on the Staff tab on the administrator control panel navigation bar as shown below Home Departments Manage Staff Manage Teams Insert Staff Insert Team Mass Mail 2 Click on Insert Team From here you are able to configure the properties and permissions for the new staff team Refer to staff team fields for documentation on the required fields for editing a staff team Staff team fields General Fields Enter the Team Title Is Admin O Yes No If selected all Staff Members under this team will have
189. dit to Delete F Example alert Public Ej Edit mi Delete To delete an alert click on the corresponding delete E icon kayako 203 Selecting multiple ticket alerts by checking the corresponding check boxes will open the mass management menu as shown below Using this menu alerts can be mass deleted Under the Advanced Search tab alerts can be searched for by name Under the Settings tab the number of alerts shown per page if there are many can be limited Mass Action 4dyvanced Search Settings ule Title Alert Type Alert Scope Example alert Public 4 Edi u Delete Example alert Public El Edit Delete Page 1 of 1 To edit a ticket alert click on the corresponding Edit button Refer to ticket alert fields for documentation on the required fields for editing a ticket alert Creating a new ticket alert To create a new ticket alert 1 Open Tickets on the navigation menu bar as shown below Tickets Live Support Teamwork knowledgebase Downloads ickets Search New Ticket Predefined Replies Alerts Filters Repo Tickets gt Tickets Manage Alerts Insert Alert Manage Alerts New Alert Rule lew All Insert Alert ters eee ep 2 Open the Alerts sub menu 3 Click New Alert Rule You will be presented with a new alert form Refer to ticket alert fields for documentation on the required fields for creating a new ticket alert Ticket alert fields kayako
190. e 8 the ticket replier s IP address kayako 99 Dashboard The dashboard is a system overview presented to you when logged into the staff control panel as shown below Navigation menu bar uick iInsert d In Staff User Support Center Admin CP Logout rk Knowledgebase Downloads Troubleshooter Dashboard breferences Private Messages Quick Insert O c AV The instant c Ticket Overdue Tickets A Wednesd article search box Gia Contact 10S 780953 Test Staff User Z Event Uz0 924368 About your website Staff User 95 00 2 Task YRT 584563 Another ticket from contt tiene Hl eel 4 Article me 10 00 J File Statistics 11 00 News J New Tickets 12 00 CJ New Chats 13 00 Filter Tickets t The Taday view All Sone l overview H T Filters Ei All on hold tickets C Example filter a Labels a A new label 1 a aaa Fg Example label 2 General Today News 1 i Open 3 On Hold tae Closed E3 Sales Department and aa Open 1 gi On Hold CD Closed Online Staff ae Staff statuses Staff User ticket tree Calendar overview Home Copyright 2001 2007 Kayako Infotech Ltd 1 Staff status 2 Department and ticket tree 3 Quick insert menu 4 Navigation menu 5 Calendar overview kayako 100 6 Today overview 7 Instant article search box Copyright 2001 2009 Kayako www kayako com
191. e Can Edit Public Alert Rules if enabled staff users added to this team will be able to edit public ticket alert rules see ticket alerts in the staff control panel e Can Delete Ticket Label if enabled staff users added to this team will be able to delete ticket labels see ticket labels in the staff control panel e Can View All Tickets Unassigned Assigned to Self and Assigned to Others if enabled staff users added to this team will be able to view all tickets regardless of ownership e Can Delete Ticket Views if enabled staff users added to this team will be able to delete ticket listing views see customizing your ticket lists in the staff control panel Can Yiew Live Support Tab yes Ono Live Support e Can View Tickets Tab if enabled staff users added to this team will be able to view the Live Support tab in the staff control panel is amm u E Can iew Troubleshooter Tab yes Ono Can Manage Categories ves Ono Can Manage Steps yes Ono Can Insert Category yes Ono Can Edit Category yes Ono Can Delete Category yes Ono Can Add New Troubleshooter Step yes Onno Can Edit Existing Step yes Ono Can Delete Troubleshooter Step yes Ono Can Export Troubleshooter Data yes Ono Can Import Troubleshooter Data yee Onno Troubleshooter kayako 308 e Can View Troubleshooter Tab if enabled staff users added to this team will be able to view the troubleshooter tab in the staff co
192. e Field Title e Display Order where more than one field is displayed as part of a group of fields they are listed according to their display order set here e Is Required if enabled the system will return an error if the field is submitted a blank when in use in an interface e User Editable if enabled the user will be able to modify the field applies only to user registration and user ticket creation group types e Staff Editable if enabled any staff user will be able to modify the field regardless of whether it is a user field or a field intended for staff control panel use such a task list field e Regexp Validation although not required a regular expression string can be entered here When the field is outputted into an interface such as at ticket creation any data entered into this field will be validated against this expression If validation fails the system will return an error stating that the data entered is not valid For more information on regular expressions see www php net preg match Text area kayako 397 A text field features a multiple line text field into which text can be typed This field is intended for longer items of text My custom Staff and User Ticket Creation group System Information Information about the system Field Details Field Title The Field Title is displayed beside each field in the User and Staff sections Use this to denote what the field is about
193. e Password If you wish to change your current password please enter the new password here Password Confirm _ Confirm your new password This password must match the one entered above Update Details e Reset Password enter your new password here e Password Confirm renter your new password to confirm your typing Click the Update Details button to make the password change kayako 113 Your work schedule The work schedule is configurable by yourself and can be found under the Preferences menu The work schedule entered here determines the hours that are displayed for your daily calendar overview on the dashboard as shown in the dashboard section where only your working hours set here are displayed To access the work schedule area 1 Open Home on the navigation menu bar as shown below Tickets Live Support i Preferences Private Messa ah Settings Work Schedule E Change Password I NEw TICKETS 2 Open the Preferences sub menu 3 Click Work Schedule Work Schedule Sunday 12 00 4M 11 45 PM w Closed Monday O 500 AM FOO PM O Closed Tuesday 5 00 OM ow gt 7 00 PM D Closed Wednesday 5 00 AM ow HS 7 00 PM Ow D Closed Thursday O 6 00 AM ow F 7 00 PM Closed Friday 00 OM ow gt 7 00 PM Closed Saturday 12 00 AM gt 11 45 PM ow Closed Modify the hours for each day as appropria
194. e Update Settings button to save the setting changes kayako 328 Date and time Settings for Date Date Format Specify the default format for all dates that are displayed in the system SupportSuite uses the PHP date function For more information please visit Atta aaa php net date amy Time Format Hii a Specify the format for displaying time Date amp Time Format d My hid This Format is used where both Date and Time are to be displayed at once Time Zone Select the Default Time Zone The Staff users have an option GMT Casablanca Dublin Edinburgh London Lisbon Monrovia to override this Time Zone in their Preferences Enable Daylight Savings Oves n Whether ar not SupportSuite ie 5 should automatically adjust the time when Daylight Savings comes into effect Calendar Date Type You can toggle the date type used for all Calendar dates using this setting Mote This US mmidd wyi setting only reflects the date values from the date picker contral _ Update Settings e Date format specify the format of all dates that are displayed throughout the system This value should accord to the PHP date function documented at www php net date e Time Format the format for all times that are displayed throughout the system This value Should accord to the PHP date function documented at www php net date e Date amp Time Format the format that all dates and times displayed at
195. e attachments fields allowing the upload of files from the staff user s computer If attachment of files that already exist within the downloads area is required see Downloads on the quick insert menu Attach Files kayako 171 General Post Reply Forward Follow Up Billing 4dd Notes Relea From Staff User lt staff user com gt Quick Insert 9 Quote SF Predefined Replies F Knowledgebase Properties Owner Unassigned Department sales Stat Contents This 13 a ticket reply Options Due JB Time Worked C Attach Files File 1 PE Brows File 2 Brows File 3 PO Brows Clicking on the browse button for each corresponding file location field will open a file browser as Shown below Use this to select the file for upload and attachment kayako 172 File Upload Look in CO All Users he i Er ul Pree Pj Ga Shared Documents My Recent C Start Menu Documents ntuser dat 3 Desktop File name Files of type All Files After selecting a file the absolute path of the file will be entered in the corresponding file field box as shown below Up to two more files can be attached in this way tings Stat UserDesktop Document bet Files Mozilla Thunderbird thunderbird exe _ Browse The maximum number of files that can be attached to a ticket reply is defined in the administrator control panel see ticket settings in the administrator control panel S
196. e backup file will be compressed before being sent to your web browser This procedure may not be successful if your database size is big very large as the script will time out before the back up file is generated If you have a particularly large database backing up and downloading this way may not be a viable or reliable option In such a case it is recommended that you take a MySQL backup either via your control panel software such as cPanel or Plesk Control Panel phpMyAdmin or via command prompt To take a MySQL database dump backup file via the MySQL CLI command prompt use the following command e mysqldump opt Q u dbusername p databasename gt path to backupname sql If your MySQL server is hosted externally you can use this command to connect to it and take a backup dump e mysqldump opt Q h hostname u dbusername p databasename gt path to backupname sql Step two Getting the files See downloading the package in the installation guide kayako 41 Step three Uploading the files See uploading the files in the installation guide When uploading the new files take care not to overwrite the existing config config php file otherwise you will lose your database connection settings and the system will not function Step four Running the upgrade script 1 The upgrade script is run from the Setup menu found in the setup directory of your SupportSuite eSupport or LiveResponse installation w
197. e client support interface Approve a Delete a comment comment Unapproved Comments FullName Cal Options iy OY Mar z007 01 46 eH willian will email com AM Approve Eil Edit i Delete You may also find more information here Lisa OF Mar 2007 01 52 3 0 hers lisa user com AM Oppro E edit TH Delete I agree with the above but I still lit edit a Page 1 of 1 comment fs Quick Search Options Anproved Comments F Tim Holly i Mernail cam 07 Mar ae W1ise al Unapprove E Edit Delete 07 Mar 2007 01 47 ll Unapprove E Edit Comment AM Delete contents Page 1of1 Legend A Unapproved Comments Unapprove a comment Selecting multiple comments by checking the corresponding check boxes will open the mass management menu as shown below Using this menu approved comments can be mass deleted and unapproved Under the Advanced Search tab comments can be searched for by title writer or by their contents Under the Settings tab the number of comments shown per page if there are many can be limited kayako 279 Download reports To view download related reports 1 Open Downloads on the navigation menu bar as shown below knowledgebase Downloads Troubleshooter News Quick Jumper Insert Category Insert File Camments Reports 2 Open the Reports menu 3 Click on the appropriate report The report features of the downloads allow you to view which files are the most pop
198. e if you have a customized ticket list view open e Edit View edit the current open ticket listing view For information on editing ticket listing views see creating a new ticket listing view e RSS Feed a RSS feed of the tickets listed within the current open ticket listing view See what is an RSS feed in the frequently asked questions e New View create a new customized ticket listing view See creating a new view for more information When opening a view the name of the view will be shown on the ticket listing as indicated below kayako OO SupportSuite Home Tickets Live Support Teamwork knowledgebase Manage Tickets Search New Ticket Predefined Replies Alerts Filter Tickets gt Manage General Open View all shia cil Views Labels Mass Action Sears Filters l i Ci all on hold tickets Tickets List Example View D ownload p Filters a nci Staff User o E A new label 13 C Chris Read G About your website O 1 2 Example label 2 7 Lisa Roberts A message a General Open 3 Page 1 of 1 Mame of the current view Online Staff Staff User Creating a new ticket listing view To create a new ticket listing view 1 From within a ticket list click on the views menu as shown below kayako 124 Live Support Teamwork knowledgebase Downloads New Ticket Predefined Replies Alerts Filters Manage A All Tickets ps
199. e mail address to the ban list managed within the administrator control panel No more e mails or tickets raised form this e mail address will be received by the system Ban and Delete performs the same function as the Ban option as well as deleting the entire ticket Deleting a ticket is irreversible Delete deletes the ticket from the database This option is irreversible Export Ticket Options Manage Sales Open About your website Uz0 924368 Flag Ticket v j General Post Reply Forward Follow Up Billing dd Motes Rel D SLA Plan Ticket ID Owner Department Statys Mark Due E anuon w U20 974368 Unassigned Sales Open oa Export TE Export POF Export XML Author Contents Ky SLA Exa x Filter Tickets A View All iF Filters Chris Read 1 Posted on 16 Jan 2007 01 22 PM All on hold tickets Lorem ipsum dolor sit amet consectetuer eee 3 i Export PDF generates a PDF version of the ticket details and replies as shown below kayako 156 About your website Chris Read 18 Jan 2007 01 22 PM Chris Read 18 Jan 2007 01 22 PM Lorem ipsum dolor sit amet consectetuer adipiscing elit Praesent diam enim varius sed imperdiet in tincidunt vel magna Praesent milla Mauris auctor Vestibulum erat pede imperdiet vel pulvinar id auctor vitae neque Vestibulum eu Mulla at est dictum semper Etiam suscipit lacinia nisl Quisque ornare arcu sed eleifend vulpu
200. e set to random so to prevent people trying to spoof the ticketing system by guessing a sequentially generated ticket ID e Maximum Number of Attachments when Replying the maximum number of attachments that a staff user can attach to a ticket reply is When setting to a high number it is recommended that you increase the upload_max_filesize setting in your php ini to account for the larger upload batch e Show Third Party Replies to User if enabled the user will be able to see third party recipient replies when viewing a ticket in the client support interface For more information on third part recipients see CC BCC and third party recipients in the staff control panel kayako 331 e Default Ticket Status for Client Reply this status such as open closed and on hold is the default status that a ticket is set to when a client replies For example if this value is set to Open if a client makes a reply to an on hold ticket it s status will be set to open e List Recipients Before Replying if enabled a list of all additional recipients such as CC BCC and third party recipients see CC BCC and third party recipients in the staff control panel will be listed before a reply is made PDA Interface These settings affect the PDA interface to the staff control panel Enable Pagination for Ticket Posts This Option allows you to Enable Disable Pagination for Ores Ono Ticket Posts Pagination splits up different po
201. e status 446 e Link Status with Department if you want to have a status apply and be used under just one department specify the department here e Status Color the color that will be associated with a status the color of the status title when printed in the staff control panel e Display Order the order by which the statuses will be displayed in the staff control panel e Display in Main Ticket Listing if enabled all tickets set to this status will be displayed in the main ticket listing view the view that shows all tickets If disabled the tickets set to this status will not be displayed here e Display Ticket Count in Tree if enabled the ticket count of how many tickets are set to this status in a department see department and ticket tree will show in the staff control panel e Status Type if set to public this status will be visible to users in the client support interface Users will also be able to set tickets to this status themselves e Reset the Due Time Automatically if a ticket is changed to this status the due time of the ticket will be reset according to an SLA plan or the system default due time kayako 447 Priorities Each ticket has a priority The priority of a ticket is a way of ordering importance or urgency By default SupportSuite and eSupport adds the following priorities to the system Critical Emergency Urgent High Medium Low
202. ebase SF Downloads Properties Owner CQ Example catagory gt Status op ae This is a test reply Dear Sir This is an example predefined reply Thank you Support Managing predefined reply categories To view and manage predefined reply categories 1 Open Tickets on the navigation menu as shown below SupportSuite Home Tickets Live Support Teamwork Manage Tickets Search MNew Ticket Predefined Replies lerts Filters Rep gt Quick Insert 4 Ticket a4 Contact ta y B Manage Replies Statistics e Insert Category Mew Tickets iL B Insert Reply H Event L New Chats Oo Task E Article kayako 183 2 Open the Predefined Replies sub menu 3 Click on Manage Categories A list of all predefined reply categories will be presented as shown below Add a sub Add a predefined category of Fi reply to the Example Parent Category category Predefined Cat E Parent Category Add Sub Category Add Reply 17 0 Example category Add Sub Category Add Reply Edit Category Delete a Another category Add Sub Category Add Reply Edit Category Delete 2 Example sub category Add Sub Category Add Reply Edit Category Delete Edit the Example Delete the category sub category Example sub category category To edit a category click on the corresponding edit category link Refer to predefined reply category f
203. ed before Passed on by word of mouth L Found by cold calling LI Found through agents d Represents large company kayako 412 At staff event creation appointments General Misc Custom My custom Teamwork Event group Attendees 4 list of meeting attendees multipnle selection drop down list has been added at staff event creation so that a list of attendees can be added toa calendar entry At staff contact creation General Business Personal Misc Custom My custom Teamwork Contact group Contact Type DS i What type of contact this ts Supplier Distributor O External Misc O Internal 4 seres of radio button P options hawe been added sert at staff contact creation so that contacts can be labeled as a certain type At staff task creation Teamwork Task group Further Details C Further details about the task Over the phone d By remote PC L Manually LI Duration 1 hour General Mise 4 series af check boxes has been added to staff task creation soa that more specific details can be stored about a task without retyping such details every time a task is created kayako 413 Live Support Visitor bans made using the LiveResponse Client Application are managed in the administrator control panel However most of the server side functionality of the live support module can be managed within the staff control panel see live support in the staff control pan
204. ed message reply fields Insert Response Response Title Enter the Canned Response Title Parent Category Parent Category Select the Parent Category for this Response Response ype Please select the Canned Response type Text Plain Text URL URL Push Image Image Push Code Push Highlighted Code Response Contents Enter the Response contents If you have selected the Response Type as either URL or Image please enter the full URL to push to the client e Response Title the title of the new response e Parent Category the category in which the new response will be created e Response Type the type of the response text URL image or code If set to code the text sent to the user will be syntax highlighted If set to image or URL the image or URL will be pushed to the user e Response Contents the contents of the canned response If the Response Type above was set to image or URL the contents entered here must be a complete URL Click on the Insert button to create the new reply kayako Tag generator 242 The tag generator is used to generate a series of JavaScript tags used to integrate your website s with the live support visitor tracking and advertisement campaign tracking features within LiveResponse HTML button E mail Signature when a user clicks on this button a Live Chat Request window will open depending on the availability of your live support departments A Live Support O
205. ed of any potential HTML tags depending upon the setting or Breaklines Is Reply x This Criteria is set to True if the Email is a reply to an existing Ticket x Is Staff Reply x This Criteria is set to True if the sender Email Address matches that of a Staff Member in the database OP New Criteria Match All Criteria C Match Any Criteria To add a new matching field click on the new criteria HF icon You must also set the type of matching to be performed If set to match all criteria the parser rule will only match an e mail message if all of the criteria fields are true for that ticket AND logic If set to match any criteria only one of the criteria fields need to be true for this parser rule to match an e mail message OR logic SenderName Contains PO This Criteria matches the Sender Name The Sender Name ts fetched from the From attribute in an incoming Email Example From Sender Name lt senderemail domain com This Criteria matches the Sender Email Address The Sender Email 4ddress is fetched from the From attribute In an incoming Email Example From Sender Name lt senderemail domain com Destination Name contains E o This Criteria matches the Destination Mame The Destination Mame is fetched from the To attribute in an Incoming Email The Destination Name is usually of the Staf Members that has replied to the Ticket unless this has been changed under the Queue se
206. ed search terms followed by pressing the return key to perform a search e Ticket ID Lookup when the ID of a ticket is known it is possible to directly open up the ticket Type in the ticket ID followed by pressing the return key to perform the lookup e Creator Replier lists all tickets created by or replied to the address of name s entered here Type in your search terms followed by pressing the return key to perform the search If tickets that match your search criteria are found a new listing of these tickets will be presented as shown below Search Query website 2 Results Found 0 00240 Seconds 2 website Messages Quick Search Options Last Replier Replies Last Activity Due 4 Staff User 1 As Staff User 6 14h2im45s 2z3h5S6mis Y The new column added to the ticket listing headed by the binoculars ta icon indicates the relevancy rating of the ticket compared with your search terms The higher the number the more relevant or a closer match to your search terms the ticket is When opening a ticket from the search results the searched terms will be highlighted For example a quick search was performed for the term consectetuer all occurrences of the word will be highlighted kayako 148 Author Contents Chris Read Posted on 18 Jan 2007 01 22 PM aA user Lorem ipsum dolor sit amet consectetuer adipiscing elit Praesent diam enim varius sed imperdiet in tincidunt vel ma
207. ed to becomes a php q full path to cli index php Once the aliases file has been edited and saved you will need to execute the newaliases command SMRSH Instructions Certain Sendmail systems are configured with Sendmail Restricted Shell enabled to prevent the execution of any malicious programs or scripts If you receive a bounce message with detailing a SMRSH failure then you will need to configure the mail parser with SMRSH in the following way 1 Find the SMRSH path run the command man smrsh as shown below kayako rootidey root man smesh SHRSH 8 SHRSH 8 HHE smesh restricted shell for sendmail S HOPSIS smrsh c command DESCRIPTION The smesh program is intended as a replacement for sh for use in the prog mailer in sendmail configuration files It sharply limits the commands that can be run using the program syntax of sendmail in order to improve the over all security of your system Briefly even if a bad guy can get sendmail to run a program without going through an alias or forward file smesh limits the set of programs that he or she can execute Briefly smrsh limits programs to be in a single directory by default allowing the system administrator to choose the set of acceptable commands and to the shell builtin commands prec exit and echo It also rejects any commands with the charac 2 The path to SMRSH is listed in the second paragraph Thr
208. eheWavigation Bar be filtered Password Remember ES A company news announcermen Me Posted By Staff User On OF Mar 2007 05 42 PM This is a short description of the article that is lirto give you a quick preview of what is ta come Filter News A Read Comments 0 E Notice of downtime E3 This Week Posted By Staf User On OF Mar 2007 05 40 PM E This Month This is a short description of the article that is lirto give you a quick preview of what is ta come A Read Comments 0 EEM 3 Public news announcement E This Year Posted By Staff User On 24 Jan 2007 12 14 PM gt Search Example of a public news announcement A Read Comments 0 O Entire Support Site w Mew articles can be subscribed ae Live Support to H OFFLINE da Back kayako O SupportSuite Support Center News A company news announcement ES A company news announcement Posted By Staff User On OF Mar 2007 05 42 PM Details This is a short description of the article that just to give you a quick preview of what is to come Lorem ipsum dolor sit amet consectetuer ads sem consequat nec hendrerit vel porta at erat Mauris venue scelerisque nisl massa fermentum dolor non viverra sem Phasellus leo lectus varius non gravida a telus ipsum adipiscing eget varius vitae aliqua dapibus arcu non tortor Suspendis Articles can be Phasellus urna sem suscipit eget d commented on by Id neque client users
209. el kayako 414 Visitor bans When a visitor is banned via the LiveResponse Client Application the user is banned by their IP address When banned the visitor is unable to view the live support status image The visitor is also ignored by the visitor tracking functions of the LiveResponse Client Application To manage visitor bans 1 Click on Visitor Bans under the Live Support menu as shown below 3 Options fag Settings Templates lAa Languages Custom Fields a Live Support Visitor Bans cy Mail Parser 2 Tickets SLA You will be presented with a list of all visitor bans that are currently in place Page 1 of 1 fs Quick Search Options Wisitor Ban List Insert B IP Address Added By Creation Date w Options 56 7 8 121 Staff User 03 Apr 2007 05 32 PM E egit TH Delete 87 123 45 99 Staff User 03 Apr 2007 05 32 PM Ef edit T Delete 123 45 67 59 Staff User 03 Apr 2007 05 32 PM E edit U Delete Page 1 of 1 To delete a ban entry click on the respective delete icon Selecting multiple bans by checking the corresponding check boxes will open the mass management menu as shown below Using this menu bans can be mass deleted Under the Advanced Search tab replies can be searched for by IP address Under the Settings tab the number of bans shown per page if there are many can be limited kayako 415 Mass Action Advanced Search Action Wisito r Ban Lis
210. elete user email com z Not Validated 07 Mar 2007 06 07 PM Edit a typical subscriber email cam D validated 07 Mar 2007 06 06 PM Edit to Delete anothersubscribers theemail com 7 validated OF Mar 2007 06 08 PM Edit ing Delete Page 1 of 1 Legend 7 Validated of Mot Validated Click on the edit icon to edit a subscriber s e mail address and modify the subscriber s validation status Copyright 2001 2009 Kayako www kayako com kayako 297 View and moderate news comments To view and moderate user comments 1 Open News on the navigation menu bar as shown below Teamwork Downloads Troubleshooter News Manage News Manage Subscribers Insert News Comments Impor Export 2 Click on Comments Per configuration in the administrator control panel comments may require approval by a staff user before they are displayed publicly via the client support interface Approve a Delete a comment comment ETE OY Mar 2400 7 01 46 eH willian will email com AM Approve Eil Edit i Delete This article was very useful You may also find more information here www kayako com Lisa OF Mar 2007 01 52 z l Hoo lisa user com AM Oppro E edit TH Delete I agree with the above but I still li Edit a e T comment Page 1 of 1 Anproved Comments fe Quick Search Options O FullName Sa ae eral Bore a et I ee eee eee ee ae atin a F Tim Holly i memail com 07 Mar 01S pal Unapprove E Edit Delete 07 Mar
211. ement menu as shown below Using this menu replies can be mass deleted Under the Advanced Search tab replies can be searched for by reply title or its contents Under the Settings tab the number of replies shown per page if there are many can be limited Mass Action 4dyvanced Search Settings Delete Canned Response List 4 test canned message response U Delete Example canned URL push Page 1 of 1 To edit a canned message reply click on the corresponding edit EJ icon ILI Delete Refer to the file canned message reply fields section for documentation on the required fields for a canned message response Creating a new canned message response To create a new canned message response 1 Open Live Support on the navigation menu bar as shown below kayako 241 Home Tickets Live Support Teamwork Knowledgebase Downloads Messages Chat History Ad Tracking Canned Tag Generator l Canned Responses Insert Manage Categories Manage Responses gt Quick Jump j ro Manage Categories sco IecHnnse po g g Insert Response k Insert Category Response Title 2 Insert Response ba Insert Category Enter the Canned Response Ti 7 Manage Responses 2 Open the Canned menu 3 Click on Insert Response Refer to the file canned message reply fields section for documentation on the required fields for a new canned message response Cann
212. ending the ticket reply after clicking on the Send button may take longer than usual depending on the sizes of the files being attached to the ticket reply If being sent out as an e mail see the Send E mail option the files will be attached to the outgoing e mail They will also be available from within the client support interface The attached file will also be available through the staff s view of the reply as shown below Author Staff User Posted on 05 Feb 2007 06 34 PM STAFF This i5 a ticket reply Attachments 4 DocumentL txt 0 00 KB Email staff luser cam IP 82 45 22 87 kayako fiza Spell check Clicking on the spell check button will open up the spell checker that will start performing a spell check as shown below Speller Pages E Ed spell check in progress Mot in dictionary Change to Close Waiting For www ecarnate com After spell checking is complete you will be taken through each unrecognized word with the options to Ignore the spelling mistake or Replace the spelling mistake with a suggestion and so on kayako 174 Speller Pages This 15 a ticket reply and here 15 a speling mistake Mot in dictionary speling Change to spelling Ignore Al spelling A spieling F Replace All A Unda i Close spilling spoiling pooling Any changes done using the spell checker will be automatically amended to your ticket reply area after clicking on the C
213. ent is chosen here SupportSuite wall only use this department for determining the Online Offfline status of Staff Members Customers will also only be able to choose this department when requesting a chat All Departments NOTE This means that if all the Staff Members in this department are Offline even if other Staff Members are available the customer will be told that live support is unavailable Generate e Department if you want this live support status text link to display only the availability of a specific department set it here kayako 247 Teamwork The teamwork modules of SupportSuite include several time management and group collaboration features such as a calendar address book and a task list All teamwork features integrate heavily throughout a staff user s use of SupportSuite For example contacts public or private are searchable when creating a ticket sending and e mail Event entries in the calendar are also viewable as an overview within the dashboard If SupportSuite is used in conjunction with Kayako s application SyncWorks it is possible to synchronize all teamwork data such as events tasks and contacts with a local installation of Microsoft Outlook kayako Calendar To view the calendar 1 Open Teamwork on the navigation menu bar as shown below SupportSuite Home Tickets Live Support Teamwork Knowledgebase view Calendar Whew Tasks Manage Contacts
214. ents As previously this guide will use the SmartFTP www smartftp com client to perform the file permission changes However most FTP clients are very much similar to each other so differences in procedures should be few 1 In your FTP client browse to the location to which you have uploaded the software files 2 Right click on the cache folder 3 Click on Permissions Properties a Type File Folder Server docs kayako net dacs Location fhkkpdocs support Size 4 096 bytes Modifed 13 04 2007 03 26 User dacs Group psacin Permissions User Group Others Read Read Read write write write Execute Execute Execute Set UID Set SID Sticky Apply changes to this Folder subfolders and files 4 To make the folder writeable we will CHMOD the folder to 777 as shown above 5 Click on the OK button to make the permission changes 6 Repeat the procedure for the files folder Note that if on a Microsoft Windows server change the permissions of the cache and files folders to Read Write Execute kayako 32 Step nine Performing a first time installation 1 The setup scripts are located in the setup folder If you have uploaded your software files to www mydomain com support then you will find the setup scripts at www mydomain com support setup 2 Click on the Setup option from the setup menu as shown below Setup Upgrade Modify Impex Copyright 2001 2007 Kayako I
215. enu groups can be mass deleted Under the Advanced Search tab groups can be searched for Under the Settings tab the number of groups shown per page if there are many can be limited Creating a new user group To create a new user group 1 Open Users on the navigation menu bar as shown below Logged In Staf User Support Center Admin CP Knowledgeba Downloads Troubleshooter News Users age Users Manage Groups Insert User Insert Group Mass Mail 2 Click on Insert Group Refer to user group fields for documentation on the required fields for a new user group User group fields kayako 214 User Group Detalls General Information Enter the User Group Title Group Type Guest v Select the type of User Group SLA Plan No SLA Plan You can link this user group to an SLA Plan for the Ticket Module This allows you to make sure the tickets generated by the users under this group will always be handled in the required time period Permissions SWIFT General Can Yiew Register Widget Can Yiew Submit Ticket Widget Can Submit Ticket Should Send Ticket Autoresponder Permissions Knowledgebase Can Yiew Knowledgebase Section Permissions Downloads Can Yiew Downloads Widget Permissions Troubleshooter Can Yiew Troubleshooter Section Permissions Mews Can Yiew News Widget ves Insert Group General Information e Group title the name of the group such
216. enu tab is hover over the menu item e Client Support Center Navigation Bar Orientation if set to right the navigation bar will be oriented to the right hand side of the client support interface as shown at the end of this section kayako 320 e Enable Extended Display for Client Support Center Theme if enabled the theme of the client support interface will be fluid it will take up 100 of the browser s width as opposed to fixed width e Enable JavaScript Cache for Theme Items if enabled the contents of JavaScript menus will be generated once and then cached This saves on server load because the menus do not need to be generated on the fly e Display Online Users in Staff CP if enabled staff users logged into the staff control panel administrator control panel or LiveResponse Client Application will be listed see staff status menu in the staff control panel Click on the Update Settings button to save the setting changes 0i pr 2007 Submit a Ticket Lost Password Submit a new issue to a Department Troubleshooter Take a step by step tour to find the solution to all your issues Search Downloads downloads for all necessary manuals software etc Entir Support Site bl Latest News The chent support March OF 4 company news Interface navigation announcement bar oriented right January 24 Public news announcement Date Added 07 Mar z007 12 08 PM Of Mar z007 1
217. ep Details Subject Display Order Enter the Step Display Order The Steps are sorted according to the Display Order in 4scending mode Parent Steps I want to contact you Select the Parent Steps for this Step The Troubleshooter Py email works In a tree based navigational manner and revolves l By telephone around parent child relationships You can select multiple By instant messenger Parent Steps by pressing the CTRL Key and clicking on the l AOL Messenger BEE title Insert Insert Step e Subject the title of the step e Display Order steps are ordered by their display order e Parent Steps a step can be added to one or more parent steps Select them here e Contents the contents of a step Click on the Insert Step button to add the new step How to terminate the troubleshooter steps To terminate a troubleshooter simply stop adding steps for that troubleshooter kayako 286 Viewing and managing troubleshooter comments To view and moderate user comments 1 Open Troubleshooter on the navigation menu bar as shown below z P Home kets Teamwork knowledgebase Downloads Troubleshooter Manage Categories Manage Steps Insert Category Comments ImportyExport Reports 2 Click on Comments Per configuration in the administrator control panel comments may require approval by a staff user before they are displayed publicly via the client support interface Approve a Delete a
218. er 3 From the Mail menu click on the Forwarders link Web Mail Email Domain Forwarding Add Remove Manage Accounts Default Address Auto responders Email Filtering Forwarders SpamAssassin BoxTrapper Spam Trap Trace an E mail Address Modify Mail Exchanger MX Entry kayako Mail Manager Main Menu Forwarders link 63 64 4 Click on Add Forwarder to create a new forwarder Forwarding Maintenance Current Forwarders Add anew forwarder If you wish to set your default address or catch all please click here to be taken to the Default Address setup page Add Forwarder Go Back J 5 You will be presented with a series of fields that will allow you to forward an e mail alias an alias being the support in the e mail address support domain com Add anew Forwarder m domain com gt dd Forwarder Go Back J 6 In the first field enter the e mail alias If you wish to create an e mail forwarder for the address support domain com the alias here should be support 7 In the third field enter the location to which you want to forward incoming mail to 8 This location has to be the pipe command to the absolute path of the location of your cli index php file the file that accepts incoming e mail pipes 9 Normally in cPanel the absolute path looks similar to this a home your_cpanel_username public_html path_to_your_installation cli index
219. er kayako Search Options 336 These settings affect the configuration of the indexing engine All strings except those that fall into exclusion rules set below are indexed into a words table When searches are performed it is this table that is searched The looser your exclusion rules are for the indexing engine for example a low minimum string length and a high maximum the more words that will be added to the table However the more words there are in the table the slower and more server resource intensive searches will be If you are not having problems with the search results returned when performing searches or the performance of your server during searches leave these settings to their defaults Sort Results According to Last Activity Descending If Enabled All Search Results are sorted according to Last Activity in Descending Order Otherwise the default view Sort order is used ves O Mo Improved Ticket Relevance when Searching If Enabled The relevance is counted more efficiently and displayed along with the ticket This setting slows down searches by 30 40 Search Results Limit Specify the maximum number of Search Results to be returned when 4 search is executed ves O Mo Minimum Word Length Specify the Minimum Length of a Word for the Indexing Engine 4ny Word that does not meet this criteria will be Ignored by the system Lo io cn mm mm Maximum Word Length Specify the Maxi
220. er Toperimen Sis Contents This is a ticket reply and I am saving it as a draft Options Due M Time Worked q Predefined Note Options GME UTR Ticket O User Follow Up 4dd Note Email Options For more information on ticket notes see Ticket Notes E mail options Clicking on the e mail options button will introduce fields allowing for the addition of a Carbon Copy CC and a Blind carbon Copy BC e mail addresses When the Send E mail button is checked see Send E mail the ticket reply will also go out to the addresses entered here Email Options Checking the Add to Recipients box will add the address s to the recipients list for the ticket meaning that any reply subsequent to this will be sent out to the addresses For more detailed information on CC BCC and third party recipients see CC BCC and third party recipients Checking this box also means that replies can be made and appended to this ticket from the added addresses kayako 170 PC to Recipients d FJ Eat to Recipients A Follow Up Add Note Email Options Attach Files Clicking on the binoculars 4 icon will open an address search window allowing the search of e mail addresses from user accounts and the contacts list as shown below The search is performed as you type Lookup Users Ee dap Users Chris Read fe chris read cam Attach files Clicking on the attach files button will introduce the fil
221. erface Ato awa oy domain comfdesk wap index php Copyright 2001 2007 Kayako Infotech Ltd 12 Congratulations the installation has been successfully completed 13 You must now delete the setup folder from your FTP server as a security measure You will receive warnings if you do not do this step kayako 39 Upgrading Copyright 2001 2009 Kayako www kayako com kayako 40 Upgrading to a newer build This procedure involves upgrading to a newer SupportSuite eSupport or LiveResponse build For example if you are currently running v3 10 00 and wish to upgrade to v3 10 02 this is the procedure to follow Step one Backing up your data Be sure to back up your data before performing any upgrade At the very least we recommend that you take a database backup before running and upgrade scripts Within the administrator control panel SupportSuite eSupport and LiveResponse allow you to take a backup of your MySQL database The backup utility can be found under the Database menu Backup Options Add CREATE TABLE SQL statements y O l BS No Enabling this option will add the CREATE TABLE tablename SQL query before the insert statements Compress SOL Dump yes O No Compress the output dump using GZIP _ Generate Backup e Add CREATE TABLE SQL statements if enabled the table schema will also be backed up in the database backup file e Compress SQL Dump if enabled the databas
222. ert Category a4 Contact New Tickets iL BI Insert Reply aa Event L New Chats Task E Article l 2 Open the Predefined Replies sub menu 3 Click on Manage Replies A list of all predefined replies and their respective categories will be presented as shown below kayako 185 Predefined Reply List pe Langa L m LL dees gs ee ee SS m coe ie 1 q b m p pre p im ma I m m Teme T pa VW L aT E ka ian TS rar This is a test reply Example category 04 Feb 2007 09 11 PM E Edit Delete Selectors for Edit or delete the mass managing replies reply Selecting multiple predefined replies by checking the corresponding check boxes will open the mass management menu as shown below Using this menu replies can be mass deleted Under the Advanced Search tab replies can be searched for by name Under the Settings tab the number of replies shown per page if there are many can be limited 4dyvanced Search Settings Delete ST Predefined Reply List This is a test reply Page 1 of 1 da Back To edit a predefined reply click on the corresponding edit Ej icon Refer to predefined reply fields for documentation on the required fields for a new predefined reply Creating a predefined reply To create a predefined reply 1 Open Tickets on the navigation menu as shown below SupportSuite Knowled ge base Downloads Home Tickets Live Supp
223. es x Is Renly v This Criteria is set to True if the Email is a reply to an existing Ticket x Is Staff Reply x This Criteria is set to True if the sender Email Address matches that of a Staff Member in the database x Is Third Part x This Criteria is set to True if the Email is a reply to a forwarded Email to a third party a Flood Protection Triggered This Criteria is set to True if the flood protection is triggered on the incoming Email e For more information on the flood protection system see flood protection x Ticket status x Use this field to compare Ticket Status This Criteria will only work if the incoming Email is a reply to an existing Ticket e The status referred to here refers to the status of the ticket that the e mail message is in reply to To cancel adding a new criteria or to remove a criteria click on the corresponding delete icon Pre parse rules Pre parse rule execution takes place before the system parses the e mail as a new ticket or as a ticket reply For more information on the sequence of parsing see mail parser kayako 431 Reply to Email You can make the system automatically reply to the Email that matches the above criteria with the specified message If you wish to forward the Email please specify the Email Address which it should be forwarded ta Ignore the Email ye Ono If enabled the Email will be completely ignored and not processed and added
224. es Quick Box setting Creation Date Format specify the format of the creation of each popular file This value Should accord to the PHP date function documented at www php net date Support center category index Override Category Display Order Field If Changed The Selected Display Order will be used when Sorting the Categories in the Client Support Center If Default Display Order is selected Then the Display Order specified when creating Categories will be used Category Order of Display Select the Default Order of Display for the Categories Override Download Items Display Order Field If Changed The Selected Display Order will be used Default Display Order Ascending a x i i oop pee a a a Pa j ty Center If Default Display Order is selecte f Then the Default Display Order Display Order specified when creating Download Items will be used Download Items Order of Display Specify the Default Order of Display Ascending or Ascending Descending for the Download Item List Item Limit under Sub Categories Specify the Maximum Number of Items to Display under the Sub Categories in the Download Category Index page Display More Items Link Oy On Toggle the Display of More Items link under Sub me o Category list Display Item Description in List Yes One If Enabled A Brief Item description will be displayed in the Download Item list Character Limit for Item Descriptio
225. est H event Tickets Due Today Esed E me UZO 9243668 About your website TahFimMs se Zen Artide D 1AK 723997 A message LIRJZMATS Seema E i Q Mmz 763203 Another ticket 11h32m375 tad i nie Due Undated Tasks Fa Wa Invoice 24956 followup ed 1ac0o a00 1600 a oy Filter Tickets i S Sales tram sudit EB View all Statistics C Hew Chats 3 Filters I New Tickets C All on hold tickets BEJ O 100 Example filter Ej mp 12 00 Labels a A nee label Ta Example label 2 Today News 2 q E General Open 5 2 On Hold jp Closed E Sales G Open 2 G On Hold m Chased gt Online Staff Ea 3 Work waak e 1 the quick insert menu From this menu you can quickly insert create new tickets contacts events tasks articles files news and user accounts e 2 the department and ticket tree see department and ticket tree Lists departments sub statuses filters and labels e 3 staff status box Displays the staff users who are logged into the staff control panel administrator control panel or LiveResponse Client Application see staff status e 4 the today overview Shows overdue tickets overdue tasks see tasks tickets due today and overdue tickets new tickets since your last visit and new chats e 5 the calendar overview Shows your current day s events and appointments see events and appointments according to your configured
226. estination template group and the source template pack the pack that is being imported will take precedence and over write the source e Ignore Version if the template pack you are importing has a version different to your current installation of SupportSuite eSupport or LiveResponse the system will return an error TO prevent this from happening enable this setting Importing template packs that are within just a few versions of your current may not give any problems However if you attempt to use a template pack much older than your installation then you may come across problems involving missing or outdated templates Click on the Import XML button to proceed with the template import kayako 378 Restoring templates Restoring also known as reverting templates involves the mass restore of templates back to their original state Every template is stored with both an original version and a modified version Unless customized the original version of the template will contain the template that came with the installation of the current version of SupportSuite eSupport or LiveResponse that you are running Therefore to restore a template back to it s originals means that all modifications to the template will be lost After upgrading your installation of SupportSuite eSupport or LiveResponse you may need to restore some templates This is because the newer version of the software may carry with it newer versions of
227. et owner warning them of the pending auto close e Final Auto Close Timeline In Hours the number of hours after which tickets will be automatically closed by the auto close system after the inactivity notice has been set Ticket lock settings The ticket locking system prevents more than one staff user from replying to a ticket at the same time It does this on two levels first by indicated the ticket is being looked at by a staff user and secondly if enabled if two staff users begin replying to the ticket at the same time each will receive a live preview of what the other is typing To see how post based ticket locking works see ticket locking in the staff control panel kayako 339 LIL CLIT LY Enable Post Based Ticket Locking OF On Post Based Ticket Locking displays the conflicting posts i by two staff users in realtime using 434 Threshold for Post Ticket Locking 1800 Specify the Timout settinfg for Post Ticket Locking In Seconds Any update above this threshold will not be displayed Enable Disable Ticket Locking Toggle the status of Ticket Locking Ticket Lock feature in Ores Ono SupportSuite locks the ticket whenever a staff user opens it The corresponding ticket is then displayed with lock icon to let other users know that the issue is being looked upon This feature also prevents duplicate replies to the same ticket Ticket Lock Timeout In Seconds Specify the Timeout setting fo
228. eue will be placed kayako 424 e Ticket Status the default status a new ticket received by this e mail queue will have e Ticket Priority the default priority that a new ticket received by this e mail queue will have kayako 425 Parser rules Parser rules allow you to perform a variety of actions or property changes on tickets or ticket replies parsed from e mails by the mail parser Parser rules can be executed wither pre parse or post parse For more information on the way the mail parser system works see mail parser Managing parser rules To view and manage parser rules 1 Click on Manage Rules under Mail Parser on the Options menu as shown below Options fe Settings Templates Aal Languages Custom Fields amp Live Support cy Mail Parser Manage Email Queues Manage Rules Manage Breaklines Insert Email Queue Insert New Rule Email Bans Catch All Rules Parser Log From here you can view and manage the current set of parser rules set up for your system as shown below ase search options Rule List Options E Rule Title Sort Order A Rule Type aha Creation Date oss Mail Delivery Failed Discard 1 Pre Parse 10 Apr 2007 12 37 PM Ef egt Tl Delete og Viagra Spam Discard 2 Pre Parse 10 Apr 2007 12 38 PM El egt D Delete Page 1 of 1 To delete a rule click on the corresponding delete J icon Selecting multiple rule
229. ex php as the location of which to pipe to 4 That the pipe command is enclosed in quotation marks home httpd vhosts yourdomain com httpdocs full path to cli index php 5 Try adding php q to the pipe command so the location to which the e mail alias is forwarded to becomes a php g home httpd vhosts company com httpdocs full path to cli index php kayako 67 E mail piping using Unix mail transport agents Qmail This procedure explains how to set up e mail piping manually using the Qmail mail transport system 1 Via SSH you need to manually edit the file a var qmail mailnames company com qmail support b Where support is the e mail alias name Support yourdomain com 2 The qmail support is the name of the file we are editing and in it we will place the pipe command UW PICO tm 4 2 File var qmail mailnames company com qmail support hone httpd vhosts company com httpdocs support cli index php 3 Inside this file the following command needs to be entered C home httpd vhosts company com httpdocs full path to cli index php 4 This command will pipe incoming e mails to the specified location 5 Save the file You have now configured e mail piping to your SupportSuite or eSupport system Now you must ensure you have created an e mail queue within the administrator control panel so that the mail parser will accept the incoming e mail messages For more informati
230. f Members Private Filters are visible only to the Staff Member who created them Filter Criteria x Subject z x Subject z SSS cH New Criteria Match All Filter Rules 2 Match ny Filter Rule e Subject field Regarding your website e Filter type Contains e String website o The filter will not match Equal kayako 135 The filter will match if the string entered is exactly the same as the field subject e mail address etc Example Insert Filter Filter Title Test filter Enter the Filter Title Filter Type public O privat Select the Filter Type Public Filters are visible to all Staf Members S Haai Private Filters are visible only to the Staf Member who created them Filter Criteria a Subject we Regarding your website OP New Criteria Match All Filter Rules 2 Match Any Filter Rule e Subject field Regarding your website e Filter type Contains e String Regarding your website o The filter will match Not Equal The filter will match if the string entered is not exactly the same as the field subject e mail address etc Example Insert Filter Filter Title Test filter Enter the Filter Title Filter Type E publie P prira Select the Filter Type Public Filters are visible to all Staff Members Ba Una Private Filters are visible only to the Staf Member who created therm Filter Criteria x Subject x Motena Subject a contains wif OF New
231. f control panel Managing user accounts To manage user accounts 1 Open Users on the navigation menu bar as shown below Knowledgebase Manage Users Manage Groups Insert User Insert Group Mass Mail kayako 218 2 Click on Manage Users You will be presented with a list of user accounts registered within the system as shown below Clicking on the e mail address of a user will take you to the account view of the respective user O SupportSuite z Logged In Staff User Support Center Admin CP Logout Harte Tick et Live Support nae Downl ads Troubleshooter Manage Users Manage Groups Insert User search user s Guik Jub Manage Users ce rinse s accounts Manage Users oe Manage Groups A Insert User oa insert Group z E Mass Hail O amp lea user com Lisa Roberts registered O A joha edrards com John Edwards g Registered O 4 chris read com Chris Read re Registered 19 Jan ZOOP Ol e lt PM O 4 test asf com Tester R registered 15 Jan 2057 12 35 AM Legend 4 validated S Validation Pending Open the mass management Menu User related Click on a user s name to functions manage the user s account Copyright 2001 2007 Kayako Infotech Lid Selecting one or more user accounts be checking the corresponding check boxes as shown below will open the mass management menu Mass Action 4dyvanced Search Settings Mark as Validated TT Email Mark as val
232. f enabled the user will be required to use a valid e mail address when submitting tickets or logging into the client support interface e Add Merged Ticket Emails as Recipients when merging tickets more than one e mail address for correspondence may be recorded such as if each ticket creator is different In such a case if this option is enabled any e mail addresses such as CC BCC and third party recipient addresses will be added as recipient users for the newly merged ticket For more kayako 330 information see CC BCC and third party recipients in the staff control panel e Number of Posts Per Page in View ticket Page the number of posts to be displayed per paginated page when viewing a ticket this setting depends on the Enable Pagination for Ticket Posts setting e Order of Display for Ticket Posts the order of display for ticket posts when viewing tickets in the staff control panel e Post Text Conversion this setting represents the level of tag processing when a ticket s contents is parsed Enable Post Preview in Ticket List Oves no This Option allows you to Enable Disable the Post Review in Ticket List When Enabled You can see the latest Post text by hovering over the date icon It is recommended that this option be disabled if you have a heavy Usage helpdesk Ticket ID Type Specify the Ticket ID type You can choose between Sequential or Random Values Itis recommended that this be set ta Random
233. fault selected department kayako 364 e Default Ticket Status all newly tickets created via this template group will be set to this Status e Default Ticket Priority all newly tickets created via this template group will be set to this priority unless changed by the ticket creator before he or she submits the ticket Guest User Group Guest Specify the default Guest User Group Permissions fram this Group will apply to all visitors Registered User Group Registered Ww Select the registered User Group Permissions from this Group will apply to all registered users Restrict Users Group ves Mo If enabled only the Users under the specified Registered User Group will be able to login into the Support Center for this Template Group Default User Groups User groups are managed within the staff control panel See users and groups in the staff control panel manual for thorough users and groups documentation e Guest User Group define here what user group will act as the global guest user group any visitor to your support desk under this template group who is not logged in e Registered User Group define here what user group a user who registers via the client Support interface under this template group will be put into e Restrict Users Group if enabled only users who are registered for the defined user group will be able to login and use this support desk If disabled a user is already regi
234. g Database Connection OK Checking to see if fcache directory is writable OK Checking ta see if files directory is writable OK Checking PHP Yersion Minimum Requirement 4 3 05 Checking status of Short PHP Tags OK OK Checking for File Upload Status OK Checking Max Upload Limit Change upload max filesize in php ini to increase the max size of file Uploads Checking for PHP Safe Mode Off Checking for MySQL INSTALLED Copyright 2001 2007 Kayako Infotech Ltd 5 If there are no errors click on the Next button to proceed kayako 35 O SupportSuite Detalls Username Heere Full Name Enter Info Staff Email Passwordfagain gt gt 5 Password gt gt gt Product URL RK awa moyvdomal Company Name Start Auto Setup Copyright 2001 2007 Kayako Infotech Ltd 6 You will be prompted to enter the settings for the default administrator account and the settings for your support desk a Product URL should be the URL to your SupportSuite eSupport and LiveResponse installation the one your clients will access in order to visit your Support desk 7 Click on the Start Auto Setup button to begin the automated setup procedure 8 Many screens such as the one shown below will appear while the database is populated with a default set of data kayako 36 OO SupportSuite Auto Setup Details Module knowledgebase Page 1 of 1 Creating table kbcategories Creat
235. g Entry for Staff User on OF Feb 2007 12 01 AM Work Was performed Worked Billable Total Time Worked Total Time Billed When billing or time tracking information has been added to a ticket a ticket billing _ indication icon will be given within a ticket listing as shown below Teamwork knowledgebase Downloads Troubleshooter New Ticket Predefined Replies Alerts Filters Reports Manage General Open Ha oi views Labels Mass Action I D5 7680955 Staf User a g About your website 0 1 2 Uzo 924368 etary Ticket billing information indication Page 1 of 1 Adding billing and time tracking information Time tracking information can be logged to a ticket via the ticket management menu when viewing a ticket as shown below General Post Reply Forward Follow Up Billing Add Notes Release History 14 Chats 0 Audit Log Edit Example label cu T To add time tracking information to a ticket click on the Billing tab This will open the billing time tracking interface as shown below kayako 188 General Post Reply Forward Follow Up Billing Odd Notes Release History 1 Chats 0 Time Spent Worked e Billable In Minutes Bill Date o7 oz 2007 00 01 fl Worker Staff User w Summary e Time Spent o Worked the time spent in minutes working on this entry o Billable the time in minutes that are billable e Bill Date the time of billing e Worker
236. g a lower number for the Number of Posts to Process Per Page Since the process is resource intensive you will require a powerful server to process a higher number of posts in one batch kayako 54 Using Impex to import from third party systems In order to migrate to SupportSuite eSupport or LiveResponse from a third party product you must have already installed a copy SupportSuite eSupport or LiveResponse It is into this new installation that the Impex script will import data from a third party system s database The Impex system allows you to import data from the following third party products e Cerberus Helpdesk e PerlDesk e DeskPro e SupportTrio kayako 55 Step one Install version 3 Follow the procedure outlined in the installation guide in installation kayako 56 Step two Use Impex to import the data 1 The Impex script is run from the Setup menu found in the setup directory of your v3 installation www yourdomain com yourinstallpath setup Upgrade Modify Impex Copyright 2001 2007 Kayako Infotech Ltd 2 Click on the Impex link kayako 57 O SupportSuite Details Kayako End User License Agreement License Agreement LICENSE GRANT You means the person or company who is being licensed to use the Software or Documentation We us and our means Kayako Web Solutions SupportSuitefeSupport LiveResponse SyncwWorks is the program whose license
237. ge this value unless required as most SMTP Mail Servers run on Port 25 Use SMTP Authentication O re l Yes Mo If Enabled SupportSuite will use authentication with SMTP server to send the mails Nowadays most SMTP Server require authentication to prevent Spam Enter your SMTP Username This value should only be entered if Authentication is enabled above Enter your SMTP Password a Update Settings e Enable SMTP if you would like to use an external SMTP server instead of the local PHP mail function enable this setting If disabled you can ignore the following SMTP settings e SMTP Host the host of the external SMTP server Only required if you have Enabled SMTP above e SMTP Port the SMTP port of the external SMTP server e Use SMTP Authentication if disabled anonymous login will be used to connect to the SMTP server If disabled you can ignore the following SMTP login settings e SMTP Username the username used to connect to the SMTP server e SMTP Password the password associated with the above username Click on the Update Settings button to save the setting changes kayako 326 User registration For more information on the client user database see users and groups in the staff control panel Enabled Manual Staff Verification if enabled users will not be able to login or use their Support desk user accounts until a staff member has manually approved the new account via the staff control
238. gistration Security Date amp Time Tickets Mail Parser Live Support Teamwork knowledgebase Troubleshooter Configurable modules i Downloads and components News Options E Edit Z Edit Edit Edit E Edit Z Edit Edit Edit Edit Z Edit Edit Edit l Edit 319 General Settings for General Company Name Enter your Company Name This Value is used all over the Client CP and the Outgoing Emails Product URL Enter the Full Path to the Product URL This value should be suffixed with a trailing slash SupportSuite Wil not work properly if this is incorrect Test SupportSuite Company to Wii kayako com kayako Default Return Email Address staff user com Enter the Default Return Email Address This Email Address is used as the default From address It should prefereably be same as your Email Queue If vou have one created Redirect Type Select the Redirect Type If you select HTML Meta Refresh then you willbe presented with a brief text Header Refresh on the action carried out before being redirected Moderate Comments O ad h If Enabled Any Comments posted by Users will reguire manual Approval before being viewable on the support desk e Company Name this name is used to label the client support interface and is also used as the From Name e mail field for outgoing e mails where a queue override has not been set e Pr
239. gna Praesent nulla Mauris auctor Vestibulum erat pede imperdiet vel pulvinar id auctor vitae neque Vestibulum eu nulla at est dictum semper Etlam suscipit lacinia nisl Quisque ornare arcu sed eleifend vulputate augue risus ultrices tortor in interdum tellus sem a quam Suspendisse at lectus ut justo egestas euismod Suspendisse vitae nunc Praesent lobortis magna at augue Thank you least Edited Sy Staff User On 37 Jan 2007 10 50 PM B i Email chris read cam IP 62 45 22 37 Advanced search Advanced search is used to generate more finite search results enabling you to further narrow your search results to speed up finding a ticket To open the advanced search form 1 Open Tickets on the navigation menu bar as shown below Home Tickets IYE Teamwork anage Tickets Search Wew Ticket Predefined Replie Mew Tickets a 4dvanced Search Filter Tickets l View All ew Tickets Sy Filters Labels Mass Action Wl wy ies ji Quick Search g Example la j General o Open 2 2 Open the Search sub menu 3 Click on Advanced Search kayako 149 Where to search Entire Message he required exclude wildc ard ce Mew Search Rule Match all Search Rules C Match 4ny Search Rule More than one search criteria can be added to the advanced search by clicking on the New Search Rule button as shown above e required by adding a plus
240. h SupportSuite eSupport or LiveResponse and then use this user system as a way for users to log into the client support interface with See the example diagram below describing a LoginShare routine procedure between SupportSuite and a phpBB installation www phpbb com phpBB system User registers within the phpBB system LoginShare connects to the user system Has an e maill address in third party and password system and verifies User lags in with credentials credentials LoginShare ohpBB user database Client support interface Login result If the credentials are confirmed the user Is logged into the client support Interface A different LoginShare module can be selected for different template groups see template groups The LoginShare module a template group uses is defined under the settings for each template group The default SupportSuite eSupport and LiveResponse login routine is named under LoginShare as SupportSuite Login Routine Before you can start using different LoginShare routines you must configure the respective modules by adding the database connection information so that LoginShare can find the third party user database To configure the LoginShare modules 1 Click LoginShare under Templates on the Options menu as shown below kayako 373 Options fea Settings prr Languages Custam Fields i Live Support jy Mail Parser a Tickets You will be presented
241. h or without registering Staff users can be assigned permissions to access a department see staff kayako 315 Managing departments To view and manage departments 1 Click on the Departments tab on the navigation menu bar as shown below OO SupportSuite Home Coo Staf Departments Manage Departments Insert Mew 2 Click on Manage Departments You will be presented with a list of the departments currently configured for the system as shown below Page 1of1 COO i keh opins Department List General Public Tickets amp Edit Delete General Public Live Support EI Edit to Delete Sales Public Tickets E Edit fl Delete Page 1 of 1 To delete a department click on the corresponding delete icon Selecting multiple departments by checking the corresponding check boxes as shown below will open the mass management menu as shown below Using this menu departments can be mass deleted Under the Advanced Search tab departments can be searched for by title or by type Under the Settings tab the number of departments shown per page if there are many can be limited Mass Action Sdyvanced Search Settings Action Department List General Public Tickets EI Edit Delete General Public Live Support g Edit Delete Sales Public Tickets E Edit i Delete Page 1 of 1 To edit a department click on the corresponding edit EJ icon From here you can configure settings
242. has been selected Selecting a ticket involves checking the tick box of the appropriate ticket or by clicking on the Mass Action link as shown below Tickets List Default View Te Ticket E r hele 7 CEET sacra vi a Another ticket from me YRT 584563 Staff User 1 idih3s3m Lra imnS9s i Test IDS 7680953 Staff User 1 2d21h53m idihd m About your website 01 2 U O 924368 Staff User 4d3h38m Overdue 1 Options 2 Assign to kayako 117 3 Move 4 Status 5 Priority 6 Labels and flags Options The options menu opens a list of ticket management tasks that can be performed on the selected tickets as shown below Options Delete Ban amp Delete Merge Tickets Mark Due Mark Due in 4 Hours Mass Print Mass Reply Delete delete the ticket s from the database Ticket deletion cannot be undone Ban amp Delete add the sender s address to the ban list and delete the ticket Banning a sender s address will mean that any tickets sent from this address will not be processed Ticket deletion cannot be undone However bans can be lifted via the administrator control panel see e mail bans in the administrator control panel Merge Tickets combine the contents of multiple tickets ticket postings and responses will be merged together chronologically Mark Due the tickets will be marked as due for action Mark Due in 24 Hours the tickets will be marked as due for act
243. hat allows you to set where the event will be held The location of an event will also be displayed when viewing a calendar e Label a label such as important or vacation that can be attached to the event Custom events are managed from within the administrator control panel Under the Misc tab notes can be added for the event Under the Custom tab custom fields managed from within the administrator control panel are available as shown below General Misc Custom Click on the Insert button to add the new event kayako Contacts To view contacts stored in the system 1 Open Teamwork on the navigation menu bar as shown below OO SupportSuite Tickets Live Support Eno wled g eb ase view Calendar Whew Tasks Manage Contacts Insert Contact Insert Event February 7007 gt Teamwork Calendar Today Sun Mon Tue Wed Thu Fri Sat Work Weel Week Month 2 Click on Manage Contacts 253 Downloads Insert Task You will be presented with a list of contact cards sorted alphabetically as shown below Quick Jump gt Teamwork Contacts Ss Insert Contact Address Cards Detailed Cards Detail List Phone List By Company Soseda Realtime Search ds Rest is Detail List Bg A Contact Bg Another Contact 84 Address Cards 8d Phone List 123 Street NG Mobile Bd By Compan Mew York EN F m OY pany UEA l Email Online Staff Mobile 012345678 C Staff Us Email test_c
244. he audit log of a ticket details every action performed by the user system or a staff user on a ticket The audit log provides a powerful way of overseeing the path a ticket has taken through the Support system and is secure in that log entries cannot be modified using the SupportSuite interface An example of a ticket s audit log is shown below General Post Reply Forward Follow Up Billing dd Notes Release History 2 Chats 6 Audit Log Edit Description Date Timeline Entry Type Setting Que Time To 08 Feb 2007 09 46 PM OF Feb 2007 09 46 PM 23h m30s System New Ticket Created By Chris OF Feb 2007 09 46 PM 2aham30s Client Ticket Department Changed From General To Sales O86 Feb 2007 06 39 PM 15m46s Staf User Staff Setting Due Time To 09 Feb 2007 08 39 PM 08 Feb 2007 08 39 PM Lom465 System Ticket Due Time Cleared By Staff User 08 Feb 2007 06 39 PM 15m26s Staff User Staff Mew Reply Created By Staff User istaf user com O86 Feb 2007 06 39 PM Lo5m26s Staff User Staff Ticket Due Time Set To 10 Feb 2007 12 00 AM By Staff 08 Feb 2007 08 39 PM iSmzhs Staff User Staff User The oldest action will be shown first When two actions for example are logged at exactly the same time as shown above Setting Due Time and New Ticket Created the very first action logged will be displayed second This is a listing quirk that occurs because the actions occurred at exactly the same time Obviously the ticket was created firs
245. he mail parser The file types that can be uploaded by clients or attached in an e mail can be restricted to what is listed here in attachment types In order for these settings to be applicable you must first enable Attachment Type Restriction see ticket settings If this is not enabled you will see the following error message on the top of the attachment types page The size of a file can also be restricted amp Attachment Type Restriction is not enabled under Settings These restrictions will not work until you enable the setting under Settings gt Tickets gt Attachments To view and manage the attachment types list 1 Under the Tickets menu click on Attachment Types as shown below Tickets Manage Status Manage Priorities Attachment Types Insert Status Insert Priority Purge Attachments Maintenance The current attachment types in the database and their respective file size restrictions will be listed as shown below Page 1 of 1 Quick Search Options Attachment Types 2 Insert C extensions Max Size In KB MIME Type Options ooooo C jpeg i image jpeg Ef egit TH Delete L jpg i imagejpeg E edit 8 Delete pdf application pdf Ej Edit W Delete a zip l application octet stream Eil Edit i Delete Page 1 of 1 To delete an attachment type click on the corresponding J delete icon kayako 451 Selecting multiple attachment types by checking the corresponding check boxes will ope
246. he template requires an upgrade revert to implement the changes to the template made as part of a SupportSuite eSupport or LiveResponse upgrade In other words the original version of the template has been modified in between software versions A revert will restore a template to it s original state For more information on template reverting see restoring templates To edit a template click on the respective template s name The contents of that template will be Shown to you in a text area as shown below kayako 368 Template tsquickbox Group default Group Jump Copy to Clipboard Preview Status Not Modified 26 Mov 006 09 14 AM Templat Data pO lt i BEGIN TROUBLESHOOTER QUICK BOX gt Copy the entire all se 7 template s code to Preview the template code This your clipboard for only shows the current pasting elsewhere cellpadding 0 gt SEES lt td cellpadding 0 gt cellspaciing 0 cellpadding 0 gt View the same d align left valign tq template but for a artrcat gt lt td gt different template lt ift settings group eile d width 200 align right valign top gt lt lanquage trviews gt lt td gt lt iftt gt lt tr gt lt table gt lt div gt lt td gt lt tr gt EES Illi To save change to the template code click on the Save button following this you will be taken back to the templates list T
247. he ticket follow up system e Using the ticket follow up a reply to a ticket can be made in the next X minutes kayako 192 e To have an ongoing Invoices ticket that is closed by a staff member when paid but as a ticket follow up is told to reopen in 30 days time and post a ticket reply reminding the user that the next payment is due Adding a follow up action To add a follow up action click on the Follow Up tab on the ticket management menu when viewing a ticket as shown below General Post Reply Forward Follow Up Billing Add Notes Release History 14 Chats 0 Audit Log Edit The follow up actions interface will be opened as shown below General Post Reply Forward Follow Up Billing Hdd Notes Release History In amp Minutes General Add Notes _ Post Reply Forward Follow up actions can be combined For example a ticket can be replied to as well as opened within the same follow up entry The general actions can be used to e Change the owner ticket assignment of a ticket e Change the department a ticket resides in e Change a ticket s status e Change a ticket s priority e Seta due time for the ticket General Post Reply Forward Follow Up Billing 4dd Notes Release History 1 Chats 0 Audit Log Edit In 3 Minutes iz General OW ner Department Status Priority Due No Change No Change No Change No Change B add Mo
248. hether or not the Field is required If enabled the User will be required to fill in the Field before the data can be processed User Editable O Ep M Whether or not the User can modify the Field information Staff Editable O Y M Whether or not the Staff can modify the Field information Here you can specify a custom Regular Expression to validate the field input Insert Field e Field Title the main title of the field e Default Value when the field is outputted into an interface the default value will already be present in the field unless changed e Field description a description of the field designed to be more descriptive and longer than the Field Title kayako 399 e Display Order where more than one field is displayed as part of a group of fields they are listed according to their display order set here e Is Required if enabled the system will return an error if the field is submitted a blank when in use in an interface e User Editable if enabled the user will be able to modify the field applies only to user registration and user ticket creation group types e Staff Editable if enabled any staff user will be able to modify the field regardless of whether it is a user field or a field intended for staff control panel use such a task list field e Regexp Validation although not required a regular expression string can be entered here When the
249. hown below you are able to select a template group and either list it s modified templates click on the List button or diagnose template errors click on the Diagnose button List Modified Templates Template Group Diagnose Smarty Template Engine Errors Template Group default For more information on the template engine that SupportSuite eSupport and LiveResponse use see template engine kayako 381 Languages The languages system of is based on language packs that are exportable and importable Each pack is made up of a large database of phrases that is referenced to by standard variable names throughout the system Note The language packs here only cover the client support interface languages Language packs are selectable in the footer of any client support interface page as shown below elem English U 5 k kayako 382 Managing language packs TO manage language packs 1 Click on Manage Languages under the Languages menu as shown below x Options Settings Templates lAa Languages Manage Languages Manage Phrases gt Insert Language Search Phrases Impor Export Custom Fields a Live Support You will be presented with a list of all language packs currently installed in the system If you have not added any custom language packs you should just see one as shown below Page 1 of 1 Quick Search Options Language List Language Title a Text Direction I
250. icking on the Insert button Copyright 2001 2009 Kayako www kayako com kayako 417 Mail parser The mail parser is not available in LiveResponse as it comes as part of the tickets module present in SupportSuite and eSupport only The mail parser system of SupportSuite and eSupport handles all incoming e mail correspondence The parser parses e mails and applies system parse rules and user defined files As well as this and more crucially the parser is responsible for determining what e mails belong to what tickets or in the case of a new line of correspondence a new ticket PHP based mail parsers such as this one are notorious for being unstable and not very decisive However the mail parser in the SupportSuite eSupport and LiveResponse system is very robust is not prone to parsing mistakes and is supported by many fall back routines The mail system is built on e mail queues An e mail must not be confused with a department An e mail queue is an entry in the mail parser involving an e mail address for every e mail address you wish to have mail delivered to the system through a new e mail queue is needed An e mail queue has properties such as a fetch type piped e mail or automatic POP3 collection a assigned template group see template groups auto responder settings and registration requirement settings Ticket in a department A comparative example can be found in an e mail client such as Micr
251. idation Pending Full Name 4 lisa user com Lisa Roberts 4 WP Registered O 44 john edwards com John Edwards 3 AR Registered i chris read com Chris Read 2 TaT Registered F 4 test asf com Tester 1 rer Registered Page 1 of 1 al Legend D validated Validation Pending The Advanced Search tab as shown below allows you to filter the list of user accounts according to certain user account properties The Settings tab as shown below allows you to specify how many user accounts are listed per page When viewing a user account you will be presented with an interface similar to that shown below kayako SupportSuite Manage Users t User Options J Creste Ticket 4 Search Tickets a Mark As Options ET Oelete User wn Disk Jing D Manage Users Live Support Knowledgebase Manage Groups Insert User Insert Group Mass Mail Users Edit User Lisa Roberts Chats 0 Edit Tickets 1 Ticket Report Full Name Enter the Full Name of the User Reset Password Enter the User s Password Password confirm Enter the User s Password again to confirm Us 219 F Logged In Staff User Support Center Adman CP Logout Ci ow nile aos Users Lisa Roberts Registered A Sel View ticket and chat GF Manage Groups histories and reports 4 nsert User 9 Insert Group pp Mass Mail User a SLA Plan o You can lank thet usar to af SLA Plan for the
252. ields for documentation on the required fields for a new predefined category Creating a category To create a predefined reply category 1 Open Tickets on the navigation menu as shown below Home Tickets Live Support Teamwork i i cets Search New Ticket Predefined Replies _ Alerts Fitters Rep ee a Manage Categories 3 Quick Insert E J Ticket Statistics a Insert Category a4 Contact E New Tickets iL JE Insert Reply a Event LJ New Chats Task E Article Manage Tic a Manage Replies 2 Open the Predefined Replies sub menu 3 Click on Insert Category kayako 184 Refer to predefined reply category fields for documentation on the required fields for a new predefined category Predefined reply category fields Enter the Category Title Use this field ta denote the subject or context of the category Parent Category Parent Category Select the Parent Category This is the Category of which the new Category will become a sub category Insert Category e Category Title the title of the category e Parent Category if the category is a sub category of another set the parent category here Managing predefined replies TO manage predefined replies 1 Open Tickets on the navigation menu as shown below OO SupportSuite Home Tickets ka cp Downloads Filters Rep gt Quick Insert a Manage Replies 4 Ticket Statistics iP Ins
253. ies rather than performing actions on an incoming e mail For more information on the sequence of parsing see mail parser kayako Change Ticket Department Select a new Department for the Ticket that matches the above criteria Change Ticket Owner Select the Ticket Owner for the Ticket that matches the above criteria Change Ticket Status Select the Ticket Status for the Ticket that matches the above criteria Change Ticket Priority Select the Ticket Priarity for the Ticket Change Ticket SLA Plan Set a new SLA Plan for the Ticket by selecting one from the options Flag Ticket Select a Flag for the Ticket that matches the above criteria Add Notes Specify the Notes to add to the Ticket 432 No Change No Change No Change No Change No Change No Change Mo Change e Change Ticket Department if set the department configured for the e mail queue received the e mail message will be overrode e Change Ticket Owner the ticket can be assigned to a particular staff user see ticket assignment ticket ownership in the staff control panel e Change Ticket Status if set the default ticket status configured for the e mail queue received the e mail message will be overrode e Change Ticket Priority if set the default ticket priority configured for the e mail queue received the e mail message will be overrode see ticket priority in the
254. ill icon If you kill a user who is active in an admin session is logged into the administrator control panel the user will be logged out and will have to log in again kayako 498 Cache info Most templates are cached in the database to save them being generated every time a page is requested To view the system s cache 1 Click on Cache Info under the Diagnostics menu as shown below Diagnostics Active Sessions Cache Info PHP Info My SOL Info Report Bug License Info A list of all cached templates and the size of each cache will be listed as shown below Cache Title SIZE Options statfcache O44 KB Whew staffgroupcache 2 74 KB WE UM departmentcache 0 59 KB WIE groupassigncache 0 08 KB WEA staffassigncache 0 10 KB WAY queuecache 0 65 KB WWM breaklinecache 0 18 KB WieW calendarstatuscache 1 76 KB WieWw calendarpriority cache 0 60 KB WEY calendarlabelcache 2 53 KB WieW calendarcategorycache 2 48 KB WE WY statuscache 1 05 KB WIE priority cache 1 16 KB WE UM attachmenttypescache 0 06 KB WE WY The contents of a cached item can be viewed by clicking on the corresponding View link kayako 499 Original Message Original Message kayako 500 PHP info PHP s phpinfo command will be executed when viewing the PHP info see www php net phpinfo for more information To view the system s PHP info page 1 Click on PHP Info under the Diagnostics menu as shown below
255. ill be able to create new tickets send e mails or create phone tickets see creating a ticket in the staff control panel e Can Delete Ticket if enabled staff users added to this team will be able to delete tickets e Can Delete Ticket Post if enabled staff users added to this team will be able to individual ticket replies e Can Export as PDF XML if enabled staff users added to this team will be able to export ticket replies as PDF or syndicated XML see export in the staff control panel e Can Forward Ticket if enabled staff users added to this team will be able to forward tickets see forwarding a ticket in the staff control panel e Can Add Billing Entries if enabled staff users added to this team will be able to add billing and work time tracking entries see billing information and time tracking in the staff control panel kayako 307 e Can Delete Ticket Recipients if enabled staff users added to this team will be able to delete ticket recipients e Can Merge Ticket if enabled staff users added to this team will be able to merge a ticket with another e Can Create Public Alert Rules if enabled staff users added to this team will be able to create public ticket alert rules see ticket alerts in the staff control panel e Can Delete Public Alert Rules if enabled staff users added to this team will be able to delete public ticket alert rules see ticket alerts in the staff control panel
256. imap queue e Maximum Number of Messages to Process in Single Pass the mail parser fetches and parses incoming e mails in batches The task is run every 10 minutes see scheduled tasks If this number is increases ensure that the timeout time in your PHP configuration is set fairly high e Message Size Limit In Kilobytes any message that is larger than the size set here will be rejected The size you specify here must be smaller than the value for the PHP setting php_memory_limit Please note that automatic POP3 and IMAP fetching is disabled by default For more information see scheduled tasks General parser options General Parser O Email Content Priority Each Incoming Email can have two types of contents HTML and Text The Email Content Priority decides which Content Type SupportSuite should store for the Incoming Email It is recommended that this value should always be set as Text Parse Reply To Header yes Ono If Enabled The Mail Parser will use Reply To as primary email This might result in security risks if abused Strip lt SCRIPT gt Tags i Toggle the Removal of SCRIPT Tags Itis highly Ores Ono recommended that you do not disable this option Doing so allows your clents to run arbitary Javascript code in your Staf Web Browser whenever the Ticket is Opened Allow HTML Tags Yes Wo Whether or not Parser should allow HTML Tags in the Content Valid HTML Tags lt aecbecjecus
257. ing an e mail to a user A ticket can be created via the quick insert menu and the navigation menu Via the navigation menu 1 Open Tickets on the navigation menu bar as shown below Home Tickets Live Support Teamwork knowledgebase nage Tickets Search New Ticket f Predefined Replies Alerts EE fag end Email Sy Phone Ticket Statistics id New Tickets Quick Insert Downloa Filters L New Chats 2 Open the New Ticket sub menu 3 Hover over the Send Email menu 4 Click on the department in which you wish to create the ticket Via the quick insert menu 1 Open Tickets on the quick insert menu as shown below kayako 178 Home Tickets Live Support Teamwork Manage Tickets Search New Ticket Predefined Replies Alerts x Quick Insert Ticket 2g Send Email a Contact E Fhone Ticket General H Event L New Chats Sales Task i Ta Article T 2 Open the New Ticket sub menu 3 Hover over the Send Email menu 4 Click on the department in which you wish to create the ticket The create ticket interface will then be introduced as shown below New Ticket General From Staff User staff user com gt user Email s s i sSsSCSCSCidr iS Quick Insert SF F defined Replies SF Knowledgebase F Downloads Contents The address to which this ticket will be created for and or sent to Send the contents of this tic
258. ing in Plesk Control Panel This procedure explains how to set up e mail piping in the Plesk Control Panel 1 Via SSH you need to manually edit the file a var qmail mailnames company com qmail support b Where support is the e mail alias name Support yourdomain com 2 The qmail support is the name of the file we are editing and in it we will place the pipe command UW PICO tm 4 2 File var qmail mailnames company com qmail support home httpd vhosts company com httpdocs support cli index php 3 Inside this file the following command needs to be entered a home httpd vhosts company com httpdocs full path to cli index php 4 This command will pipe incoming e mails to the specified location 5 Save the file You have now configured e mail piping to your SupportSuite or eSupport system Now you must ensure you have created an e mail queue within the administrator control panel so that the mail parser will accept the incoming e mail messages For more information see mail parser in the administrator control panel If you find you are having issues getting e mail piping to work check the following things in order 1 That you have the e mail queue set up in the administrator control panel set up to parse e mail coming into the e mail address you have set up piping for 2 That the cli index php file has the correct file permissions 3 That you have entered the correct absolute path to cli ind
259. ing table kbarticles AUTO Setup Creating table kbarticledata Creating table kbarticlelinks Creating table kbarticlefiles Inserting data into settings Of Queries 13 gt gt gt gt gt Please wait Redirecting Copyright 2001 2007 Kayako Infotech Ltd 9 When the auto installer reaches the end of the Troubleshooter module installation click on the red Settings button to proceed with the installation 10 The system will populate the database with a default set of settings kayako 37 OO SupportSuite Auto Setup Details Module troubleshooter Page 1 of 1 Creating table troubleshootercat Creating table troubleshootersteps Auto Setup Creating table troubleshooterdata Inserting data into settings Of Queries 13 gt gt gt Creating table troubleshooterlinks gt gt Copyright 2001 2007 Kayako Infotech Ltd 11 Keep pressing the red continue button for each of the stages until you reach the finish screen kayako 38 OO SupportSuite Finish Details Finish Setup has finished Successfully It is recommended that you first login to Admin CP to setup your Staff Users and Departments gt Admin CP https wa ooydoamain comdesk admin index php Staff CP http awa oy domain comdesk stattindex php Client Support Center http www oy domain comfdesk index php gt PDA Interface http awa oy damain comdesk oda index php gt WiolP Int
260. ing to create a customized view Executing a ticket filter will list all tickets that match a filter s criteria kayako 128 Under the department and ticket tree as shown below click on the filter name you wish to filter tickets by Filter Tickets ABS View All a Filters aed Example filter il Labels oa Example label Clicking here will execute the g General Example filter listing all SE Open 1 tickets with criteria matched by this filter 9 On Hold Closed Ticket filters are created and managed in the staff control panel For more information see ticket filters RSS feeds of tickets RSS feeds of tickets can be generated and customized using ticket listing views For more information see the RSS Feed option described in customized ticket listing views Also see what is an RSS feed in the frequently asked questions kayako 129 Organizing and searching tickets There are several features of SupportSuite that allow for easy organizing and management of tickets within the staff control panel Tickets primarily reside in a department A ticket within a department can then have a status that is specific to the ticket s residence within a department On top of this a ticket can have a global label that is not specific to it s department Ticket departments Tickets are stored in departments A typical set of departments may be Sales Support and Enquiries Department
261. ing upon the status of Staf Members Custom Settings Department If a specific department is chosen here SupportSuite will only use this department for determining the Online Offline status of Staff Members Customers will also only be able to choose this department when requesting a chat MOTE This means that if all the Staf Members in this department are Offline even if other Staff Members are available the customer will be told that live support is unavailable 243 E All Departments w e HTML Code this code needs to be placed on your website where you want the live support status graphic to be displayed e Department if you want this live support status graphic to display only the availability of a specific department set it here Depending on the status of each department the default HTML buttons appear as the following Live Support BACK SOON Live Support a AWAY When a user clicks on a HTML button he or she will be presented with either a Send Message form if live support is unavailable or a Request Live Chat form if live support is available Creating a Live Support status button for an e mail signature To create a Live Support e mail signature button that will display the status of your live support department s 1 Open Live Support on the navigation menu bar as shown below Home Tickets Live Support Teamwork Messages Chat His
262. ing will fail kayako 62 Changing the file permissions The file index php located in the cli folder needs to be made executable by external scripts As previously this guide will use the SmartFTP www smartftp com client to perform the file permission changes However most FTP clients are very much similar to each other so differences in procedures should be few 1 In your FTP client browse to the location to which you have uploaded the software files 2 Browse to the cli folder 3 Right click on the index php file inside of the cli folder 4 Edit the permissions of this file Properties index php Type PHP File Server docs kayako met dacs Location fpublic_Htrol supportscli Size 2 465 bytes Modifed OS 0s 2007 11 35 User 33646 Group 33690 Permissions User Group Others Read Read Read write write write Execute Execute Execute Set UID Set SID Sticky 5 To make the file executable we will CHMOD the folder to 755 as shown above 6 Click on the OK button to make the permission changes Note that if on a Microsoft Windows server change the permissions of the file to Read Write Execute kayako E mail piping in cPanel 1 Login to your cPanel control panel 2 From the main menu select the Mail icon Redirects FrontPage Parked Domains Postgres QL Databases kaw Access Logs Addon Domains SSH Shell Access Raw Log Manag
263. ings tab the number of categories shown per page if there are many can be limited kayako 482 DO Quick Search Options Mass Action dyanced Search Settings Business Time amp Expenses Phone Calls International Ideas Holiday Objectives C Personal Hot Contacts Favorites 0 VIP 0 Personal Competition Business Key Customer Contact Contact Contact Contact Contact Contact Contact Delete Delete Delete Delete Delete Delete Delete Delete Delete Delete i Delete Delete Delete Delete 0 Delete To edit a category click on the corresponding edit icon From here you can configure the properties of the selected category 483 Refer to teamwork category fields for documentation on the required fields for editing a category Creating a new teamwork category To create a new teamwork category 1 Click on Insert Category under the Teamwork menu as shown below kayako 484 E Teamwork Manage Status Manage Priorities Manage Labels Manage Categories Insert Status Insert Priority Insert Label Insert Category From here you can configure the properties of the new category Refer to teamwork category fields for documentation on the required fields for creating a new category Teamwork category fields Category Details Enter the Category Title Specify the Catego
264. into the database Don t Send Autoresponder Message Oves No If enabled the S4utoresponder message for either the Ticket or the Reply will not be sent to the user Don t Process Alert Rules Oves no If enabled no Glert Rule under the given Ticket will be processed Don t Tag as Ticket Reply Oye No If enabled the system will forcibly tag the Ticket 45 4 new one e Reply to Email text entered here optional will be used to generate an auto response to the received e mail e Forward Email To if an e mail address is entered here the e mail received will be forwarded to this e mail address e Ignore the Email if enabled the e mail will be ignored completely It will not be parsed into a ticket e Don t Send Autoresponder Message if enabled a receipt auto responder will not be sent for this e mail message if an auto responder has been enabled for the e mail queue e Don t Process Alert Rules if enabled ticket alert rules that may match this incoming e mail message will not be processed see ticket alerts in the staff control panel e Don t Tag as Ticket Reply if enabled even if this e mail has been detected to be a ticket reply rather than a new ticket it will be forcibly parsed as a new ticket Post parse rules Post parse rule execution takes place after the system parses the e mail as a new ticket or as a ticket reply Therefore post parse rules are used to modify ticket propert
265. ion about the settings and properties for the different field types Custom field types Text field A text field features a simple single line text field into which text can be typed as shown below 2U0 O1 01 kayako 396 Field Details Field Title The Field Tithe is displayed beside each field in the User and Staff sections Use this ta denote what the field is about Default Yalue If specified the default value of the Field will be set to the value entered here Field description Specify the description of the field Specify the Field display order If there are multiple fields Under the specified Group they will be sorted according to the specified display order in 4scending Mode Is Required Oves no Whether or not the Field is required If enabled the User will be reguired to fill in the Field before the data can be processed User Editable E i l i l Yes Ho Whether or not the User can modify the Field information Staff Editable O O T M Whether or not the Staff can modify the Field information Here you can specify a custom Regular Expression to validate the field input Insert Field e Field Title the main title of the field e Default Value when the field is outputted into an interface the default value will already be present in the field unless changed e Field description a description of the field designed to be more descriptive and longer than th
266. ion in 24 hours Mass Print all of the selected ticket s and their contents will be combined into a printer friendly view Mass Reply send one reply to multiple tickets Assign to Opening this menu will list staff members to who the ticket s can be assigned as shown below For more information on ticket assignments see ticket assignments kayako 118 Assign To Unassigned Staf User Another Staff Move Clicking on this menu will open a list of departments to which the ticket can be moved transferred Departments are managed and configured in the administrator control panel see departments in the administrator control panel sQo 962041 John Ed U 0 924568 Chris Moro General Status Clicking on this menu will open a list of statuses that the selected ticket s can be changed to as shown below For more information on ticket statuses and how they are used within the staff control panel see ticket status John Edwards 0 Chris Read T Prio Ticket statuses are configured in the administrator control panel see ticket statuses in the administrator control panel kayako 119 Priority Clicking on this menu will open a list of priorities that the selected ticket s can be set to as shown below For more information on how ticket priorities are used in the staff control panel see ticket priority 2d0h30m 2d0h30m Priority Low Medium High Urgent E
267. ion on regular expressions see www php net pregq match e Option Values enter the field selections here Radio button list A radio button list is made up of a series of options each with a box To select an option the user marks the box The user is able to select just one field My custom User Registration group Client Type Reseller Whether you are 4 regular customer or 4 reseller O Regular kayako 402 Field Details The Field Title is displayed beside each field in the User and Staff sections Use this to denote what the field is about Field description Specify the description of the field Specify the Field display order If there are multiple fields Under the specified Group they will be sorted according to the specified display order in Ascending Mode Is Required Oves no Whether or not the Field is required If enabled the User will be required to fill in the Field before the data can be processed User Editable yve On Whether or not the User can modify the Field information Ste j Staff Editable O l Yes Ho Whether or not the Staff can modify the Field information Here you can specify a custom Regular Expression to Validate the field input Field Options Option Yalues Display Order Is Selected b MIO OUOUOUOOU SB Insert Field e Field Title the main title of the field e Default Value when the field is outputted into an interface the default val
268. ions e Enable Article Rating if enabled any user registered or not will be able to rate articles out of 5 e Count Articles under Sub Categories if enabled the system will count the number of articles in a category including all articles contained in sub categories The count is displayed on the client support interface If disabled only articles in the immediate category being viewed will be counted This is a relatively minor setting but can have a substantial impact on server resource load if your knowledgebase is very large and involves many nested categories e Override Category Display Order Field if set the selected field will be used to order the knowledgebase categories If left as default the display order set for each knowledgebase category will be used to order the categories see knowledgebase in staff control panel e Article Order of Display whether the articles are sorted ascending or descending Support center category index Maximum Number of Articles to Display under Category List Display More Topics link under Category List yes Ono Display Article Details under Category List yes Ono Character Limit for Article Content 255 Maximum Amount of Characters that are displayed Under an Article in Category Index Set this to O if you do not wish to display the Article Preview e Maximum Number of Articles to Display under Category List when viewing the knowledgebase categories this num
269. is option allows a Staff to reply to incoming Alerts That reply is then added into the database as a Staff reply automatically e Auto Add CC Users as CC Recipients if enabled any additional incoming recipients for a ticket different to the address used to create the ticket will be added as CC users For more information on third part recipients see CC BCC and third party recipients in the staff control kayako 335 panel e Enable Two Way Email Processing if enabled staff users replying from their staff user e mail address can add ticket replies by replying to an e mail directly Such as to a ticket alert Flood Protection Enable Disable Flood Protection Toggle the Status for Flood Protection It is ves Ono recommended that you never disable this option as it prevents mail loops that can happen if your chent has an autoresponder message set Dont Send Autoresponder Message Oves es No If Enabled No Autoresponder Message will be sent when the Flood Protection is triggered Dont add the Ticket Reply If Enabled The Incoming Email will be simply ignored if Oves no Flood Frotection is triggered It is recommended that you do not enable this option as simply disabling the Autoresponder message should stop any potential mail loop Timing Threshold In Seconds Threshold for checking for Potential Flood Protection CASES How Flood Protection Works Whenever an incoming email is received Sup
270. isplay Order troubleshooter categories are ordered by their display order e Template Groups if your SupportSuite installation has more than one template group configured you can set which template groups this troubleshooter category will appear in Click on the Insert Category button to create the new troubleshooter category Managing troubleshooter steps and categories To add steps to a troubleshooter category kayako 284 1 Open Troubleshooter on the navigation menu bar as shown below a a a Home Tickets Teamivork Knowledgebase Downloads Troubleshooter Manage Categories Manage Steps Insert Category Comments ImporyExport Reports 2 Click on Manage Steps You will be presented with a list of all troubleshooter categories and their child steps in a tree form as shown below Troubleshooter Steps Jp Troubleshooters Odd Category i oa I want to contact you Odd Step J Filter the steps a By e mail Add Step Edit Step De e D By telephone Add Step Edit Step Delete 4S By instant messenger Add Step Edit Step Dele a AOL Messenger Add Step Edit Step Delete Add new a MSN Messenger Add Step Edit Step Delete troubleshooter categories troubleshooter steps Delete troubleshooter steps Click on the category or step you wish to add a child step for You will be presented with the add step form as shown below kayako 285 Troubleshooter St
271. ist I Group Tithe Company Name Language Options Restore F default Test SupportSuite English U S Toa nates 2 Settings Sempan 8 Export XML Delete Page 1 of 1 If you have not installed ant additional template packs then only one default template group should be listed To delete a template group click on the respective delete J icon To restore an entire template group s template to their originals click on the restore m icon For more information on restoring templates see restoring templates To export a template group click on the respective export E icon You will be asked to save a file to disk this is an XML data file containing all of the templates and template settings for this template group For more information on importing and exporting templates see importing and exporting templates kayako 362 Selecting multiple template groups by checking the corresponding check boxes as shown below will open the mass management menu as shown below Using this menu groups can be mass deleted Under the Advanced Search tab groups can be searched for by template name and company name Under the Settings tab the number of groups shown per page if there are many can be limited Mass Action dyanced Search Settings Group List r Group Title ml Company Name Language Options company TEE Test SupportSuite English U S 3 li is Settings pz Restore i E Export ML Delete
272. ist of tickets can be customized Listing templates can be created to display a list of tickets in a particular way For example the information for the tickets shown in a list can be customized When viewing a ticket list the ticket listing view can be changed by clicking the Views menu as shown below OO SupportSuite Home Tickets Live Support Teamwork Knowledgebase Manage Tickets Search New Ticket Predefined Replies Alerts Filter Tickets gt Manage Sales Open B view All EREE views Labels Mass Action dT Filters o ll LBB all on hold tickets MUSS Ticket ID i taei About your websi U70 974568 E io ll 4 new label Server down 0 G6GG6 9626841 oF Example label 13 Clicking this menu will open the ticket listing views menu as shown below kayako 122 Live Support Teamwork knowledgebase Downloads New Ticket Predefined Replies Alerts Filters Fg Manage Sette lie views Labels Mass Action Default View All Tickets jaz view Options FA Edit Wiew A New View I RSS Feed Page 1 of 1 e Default View the standard ticket list view Opening this view will restore all the default ticket listing columns Any saved custom view will not be erased and will still be selectable e All Tickets a view of all tickets that are set to open e View Options options that allow editing and deletion of the current ticket listing view applicabl
273. ithin the location to which you extracted the package files 11 Select the entire contents of the uploads folder and drag the files and folders into the FTP server browser shown to the left in the figure above 12 Release the mouse button and the files will begin to upload as shown below kayako SmartFTP C Documents and Se upload File Commands Yiew Tools Address iz ia kayako com Favorites Window Help ba G 2 3 ol 29 Be Login temp Password eeeeennee Pork Pa docs kayako net docs Te eo 0 shttpdocs support FFEIT r 2 Folders per e Mame Size Type Desc E is docs kayako net E cgi bin E conf gm error _docs LIST aL 5 150 Opening ASCII n 117 bytes transfert ebh Transfer comple lo Quotas off By i O bytes docs kavako net zl Anonymous gt 9 C Documents and Settings Fst xX Folders a 4 includes off instaalerl a 4 4 locale ta Ji sehin uni 27 objects selec 20 6 KB ARER SE Mame locale modules themes Tam visitor wap 3 Wwinapp ln setup staff i syncml O syncworks c monitor pda rss 3 mobile _instaalert includes admin jiu 13 Once uploaded the file list on the left the FTP server files and the files on the right the files on your hard disk drive should look identical kayako 30 Step seven Upload the key php file Using the methods described in step si
274. ject line of the e mail being sent out e From Name the from name that will be displayed on the e mail being sent out e From Email the from e mail address that will be used as the From and Reply to fields for the e mail being sent out e User Groups to which user groups the e mail will be sent to kayako 226 e Mail Contents the e mail body of the e mail being sent out Click on the Send Mail button to send the e mail kayako ea Live support The Live Support module and area of the staff control panel is available only in SupportSuite and Live Response installations For more information on Kayako s different products see the introduction From the Live Support area staff members can review message histories chat histories manage advert tracking campaigns manage canned messages and generate live support tags kayako 228 Messages Messages are left by users when live support is unavailable For example if no staff user is logged into the LiveResponse application or if all staff users are busy As shown below the user will be presented with a Leave a Message form if live support is unavailable P i Submit a Ticket anew account to submit SS Submit a new issue to a Department http Avww ecarnate com Test SupportSuite Company Help fe Re OO SupportSuite Leave a Message Live Support is currently unavailable Please leave a message below and one of our supp
275. k BA SundayBackup Ak 0000 every Sun OUOO00 15 04 2007 00 0000 08 04 2007 VIEW d Arrange Icons By F Refresh Haste Paste shortcut Scheduled Task 4 A start amp E Scheduled Tasks scheduled Tasks WE E4 File Edit wiew Favorites Tools Advanced Help Li CD Back EJ F me Search gt Folders 5 oF x e aly Address Scheduled Tasks Schedule Next Run Time Last Run Time Status Add Scheduled Task ad Sunday Backup Ak 00 00 every Sun 00 00 00 15 04 2007 00 00 00 08 04 2007 EL wWGET At 09 00 every day Never Hever 4 AP start amp ez Scheduled Tasks enf m cH 12 26 kayako 86 Step four Configure the scheduled task 1 The command we want the scheduled task to run is C WINDOWS wget exe q O NUL http www mydomain com support_installation cron index php 2 This command will fetch the page linked to by the entered URL causing the SupportSuite eSupport or LiveResponse internal cron system to cycle 3 Ensure that the Enabled box is checked WGET ki Task Schedule Setting Security h CAWINDOWSAT asks WGET job Burr vv mydomain com support_installation cron indes php Browse Start ir Comments Run as s ERVE R Administrator Set password Aun only if logged on Jf Enabled scheduled task runs at specified time cared a 4 Switch to the Settings tab 5 Ensure the settings shown in the diagram below are reflec
276. kayako 101 Staff status Online Staff Staff User The online staff box lists all staff users who are currently logged into the staff or admin control panel e A purple icon L denotes the staff user logged into LiveResponse Client Application e A yellow icon L denotes the staff user logged into the staff control panel e A pink icon _J denotes the staff user is logged into the administrator control panel e A PDA icon El denotes the staff user is logged into the staff control panel via the PDA interface Clicking a staff user s name from within this box will take you immediately to a new private message screen allowing you to send a private message to that staff member kayako Department and ticket tree Filter Tickets AES View All F Filters Example filter 4 H Labels 102 The department tree lists the following A view all link o Clicking on this will show all tickets whose status is open A list of filters o Clicking on a filter name will display all tickets matching the criteria of the filter For more information see ticket filters A list of labels o Clicking on the name of a label will display all tickets that have the corresponding label attached For more information see ticket labels A list of all support departments you as a staff user have access to o Clicking on the name of a department will display all tickets whose status is set to open The ticket statuses wi
277. ket as if ending an e mail to the user send out the department s auto responder as ifthe user has submitted the ticket creation him or herself Options Due B Time Worked fIn Minutes Email Autoresponder Contents Odd Note Attach Files Spell Check Email Options Other than the fields detailed above the create ticket interface is much the same as the standard ticket reply interface which is documented in replying to a single ticket Some ticket reply options kayako 179 are not available in the create ticket interface as they relate specifically to a ticket that already exists Phone ticket A staff user can create a phone ticket from within the staff control panel A ticket can be created via the quick insert menu and the navigation menu Via the navigation menu 1 Open Tickets on the navigation menu bar as shown below Home Tickets Live Support Teamwork knowledgebase Downloa nage Tickets Search New Ticket Send Email a za Phone Ticket Bones H Stat atistics Sciex _ New Tickets L New Chats Quick Insert 2 Open the New Ticket sub menu 3 Hover over the Phone Ticket menu 4 Click on the department in which you wish to create the ticket Via the quick insert menu 1 Open Tickets on the quick insert menu as shown below Home Tickets Live Support Teamwork Manage Tickets Search New Ticket Predefined Replies Alerts
278. ket with which it will be merged Ticket Properties Subject 4 message Email lisa user cam Full Name Lisa Roberts Update Link Custom Field Group Custom field groups are managed within the administrator control panel A ticket can be linked to a set of custom fields Once linked custom fields can be edited for this ticket by returning to the Edit tab shown above Ticket Recipients For more detailed information on CC BCC and third party recipients see CC BCC and third party recipients Merge Ticket Merge With Ticket ID to merge the current ticket to another ticket enter the ID of the second ticket here The ticket replies will all be merged chronologically and the current ticket will be deleted The ticket creator s address of the current ticket will be added as a CC user to the new merged ticket Ticket Properties Subject the subject of the ticket kayako Email the e mail address of the ticket creator primary recipient Full Name full name of the ticket creator Creating a ticket i77 Tickets can be created by staff users in the form of an e mail ticket which can also be considered as sending or starting an e mail to a user or a phone ticket for example if a phone call is taken and needs to be logged as a ticket E mail ticket sending an e mail A staff user can create an e mail ticket from within the staff control panel Creating a ticket can also be referred to as send
279. l kayako 216 217 Users A user account is associated to and indexed by one or more e mail addresses Depending on the configuration of your SupportSuite installation visitors to your support desk can manually register themselves and create a user account using an e mail address Staff users will also be able to manually create user accounts from the staff control panel If your installation of SupportSuite has been configured to accept piped e mail messages into your Support desk and a ticket is created from an e mail address that has no associated user account the system will automatically create a user account for this user using any information it can find from the initial e mail System checks if a E mail is piped into the system from joe mblags com joedblogs com exists Account does not exist System creates a user account for joedblogs cam System creates a new ticket under this account name In summary no ticket will come into the support desk either by form submission or by e mail piping without having a user account created for the e mail address that the ticket came from Every ticket belongs to a user account Staff users are able to enter more information for automatically created user accounts at a later stage such as a real name contact telephone number etc as well as having the ability to delete user accounts all depending on the staff user s permissions for using the staf
280. l Parser on the Options menu as shown below kayako 427 Options Settings Templates Languages Custom Fields Live Support Mail Parser DoBET Manage Email Queues Manage Rules Manage Breaklines Insert Email Queue gt Insert New Rule Email Bans Catch All Rules Parser Log You will be presented with all the configurable settings for the new parser rule as shown below Rule Title l Viagra Spam Discard Enter the Rule Title Stop Processing Rules y On If enabled other Rules will not be processed a if the criteria specified below is met Specify the Sort Order for this Rule Rules are always processed in Ascending Order e Rule Title a title for the rule e Stop Processing Rules if enabled if this rule is processed no other rules will be processed after it rule processing will halt e Sort Order rules are sorted and executed in ascending order according to this sort order A rule of sort order 1 will be parsed first Now configure the rule criteria and the rule actions to be performed pre parse or post parse Criteria Rule criteria are added here You are able to add an unlimited number of criteria that will be used to match tickets When an e mail message is matched by the set of criteria entered here the actions associated with this rule entry will be performed on the message kayako 428 x Civbiltasrs Matches the processed Email body after being stripp
281. lar Steps B By telephone Wahoo Messen B By live chat kayako E By instant m E Er e mail 289 Step Title tall By telephone alt By instant messenger all Yahoo Messenger 2 By e mail all By live chat alt AOL Messenger all MSN Messenger all ICO Messenger 290 News SupportSuite comes with the News module that allows you to post news items visible to your client users via the client support interface or to staff via the dashboard News articles can be commented on by client users XML RSS feeds of articles can be generated so that clients can subscribe to your news and announcements using a feed reader or your news items can be cross posted to blogs or bulletin boards for example using a post robot for example the RSS syndicating post bot that is a feature of vBulletin Bulletin Board 3 6 X and up www vbulletin com News articles can also be set to expire after a certain date It also possible for client users to subscribe to new news articles and receive them by e mail users who do this are known as subscribers Client users can do this without registering a user account Subscribers can also be added manually by staff users via the staff control panel O SupportSuite ee articles can be OF Mar 2007 generated Support Center News gt News Lost Password Listed below are the latest We News sou can filter the Email News Items according to a cer articles can fl
282. late Group select the template group you wish to find and restore templates in e Select template statuses o Modified if enabled all templates that have been customized in some way will be restored to their original states o Update Revert Required if enabled all templates that have newer original versions will be restored to their new original states o Not Modified if enabled all templates that have not been customized or require an upgrade revert will be restored Click on the List button to perform the search All the templates that have been customized as in this example we searched only for modified templates are listed in the search results as shown below List of Templates Group default O Template Name Status tscategorydisplay Oo Modified From the results you can select multiple templates by clicking on the corresponding checkboxes and restore them by clicking on the Restore button kayako 380 Template diagnostics Using the template diagnostic tools you can diagnose template errors as well as list all modified templates To perform template diagnostics 1 Click Diagnostics under Templates on the Options menu as shown below x Options Settings Templates Manage Groups Manage Templates gt Insert Group Search Templates LoginShare Import Export Restore Templates Diagnostics Aa Languages Custom Fields i Live Support cy Mail Parser 2 Tickets As s
283. le for modification Follow up kayako 168 Clicking on this button will open up ticket follow up options that can be set for the ticket when a reply has been sent as shown below Clicking on this button again will hide the follow up options For more information on ticket follow up see Ticket Follow up Follow Up General Post Reply Forward Follow Up Billing dd Motes Release From Staff User statti user cam gt s Quick Insert 9 Quote SF Predefined Replies SF Knowledgebase SF D Contents This is a ticket reply and I am saving it as a draft Options Due Time Worked in minutes Pred Follow Up In amp Minutes v General 4dd Notes Post Reply Forward Follow Up Add Note Email Options Add note Clicking on this button will introduce a ticket note field as shown below allowing the entry of a ticket note that will be attached to the ticket once the reply has been sent Clicking on this button again will hide the ticket note field Selecting Ticket will append the note to the ticket Selecting User will append the note to the user account of the ticket creator For both of these options the ticket will not be visible to the client kayako 169 General Post Reply Forward Follow Up Billing Hdd Notes Release Histo From Staf User lt statf user com gt Quick Insert 9 Quote SF Predefined Replies SP Knowledgebase SF Downlo Properties Own
284. ll path to cli index php b sales company com full path to cli index php trap decode to catch security attacks decode root Person who should get root s mail root marc k Support company com full path to cli index php Sales company com full path to cli index php Note This file may contain other entries for describing the routing of mail aliases in your system You should not edit any of these entries You have now configured e mail piping to your SupportSuite or eSupport system Now you must ensure you have created an e mail queue within the administrator control panel so that the mail parser will accept the incoming e mail messages For more information see mail parser in the administrator control panel If you find you are having issues getting e mail piping to work check the following things in order 1 Check to see if your issue is related to SMRSH see SMRSH instructions 2 That you have the e mail queue set up in the administrator control panel set up to parse e mail coming into the e mail address you have set up piping for 3 That the cli index php file has the correct file permissions 4 That you have entered the correct absolute path to cli index php as the location of which to pipe to 5 That the pipe command is enclosed in quotation marks full path to cli index php 6 Try adding php q to the pipe command so the location to which the e mail alias is forward
285. lose button Editing a ticket Editing a ticket reply s post content The contents of a ticket reply can be edited via the ticket body view by clicking on the edit icon as shown below Author Contents Staff User tA Posted on OS Feb 2007 06 34 PM STAFF This is a ticket reply The edit icon Attachments 3 Documenti tt 0 00 KB Email staf user com IP 62 45 2287 Clicking on this icon will open an editable window that allows editing of the reply s contents as shown below kayako 175 Edit Ticket Post Mozilla Firefox This is a ticket reply Following submission of the changes an edited by note will be appended to the bottom of the ticket reply as shown below Author Contents Staff User Fosted on 05 Feb 2007 06 34 PM STAFF This is a ticket reply I have now edited its contents Attachments A Document1 txt 0 00 KB last Edited By Staff User On O45 Feb 2007 09 14 PM Email staf user com IF 52 45 22 87 Editing ticket options A ticket s options can be edited using the ticket management menu as shown below General Post Reply Forward Follow Up Billing Add Notes Release History 14 Chats 0 Audit Log Edit Teni pg TI a ieee a EA a eek ae a pe R Come Sa i a Re Tear Pe eee zx a e Picket Il MAINE Web ariment gt Lac PROFit JUE a bels G6G6 967841 Sales Example label Click on the Edit tab to open a list of editable ticket fields as shown below kayako 176
286. low Up Billing 4dd Notes Release History 1 Chats 0 udit Log Edit Ticket ID GWEF Department Status Priority Due Labels gt oa O2 11 200 Fg x PEATE Aoo sa Unassigned SS E l Example label Another Statt Test 2 Select the name of the staff user to whom you wish to assign the ticket To assign a ticket from within a ticket listing view 1 Select the tickets you wish to assign 2 On the mass management menu bar as shown below select the name of the staff user to whom you wish to assign the ticket 3 Click on the Submit button to perform the setting changes Assign To Unassigned Staff User Another Staff Releasing a ticket cumulative actions made when replying An assigned or owned ticket can be released to another staff user or to no one In one action multiple properties of a ticket can be changed such as status ticket owner ticket priority including adding a ticket note To release a ticket from within a ticket view 1 On the ticket management menu click on the Release tab as shown below kayako 199 General Post Reply Forward Follow Up Billing Add Motes Release History 2 Chats 8 udit Log Edit Owner Staff User wt Department General Status Priority Options Due M Time Worked fIn Minutes Jate Wptions Hoia Hypa Ticket O User Follow Up 2 Then do as appropriate a Select a new Owner or to assign the ticket to nobody set the owner to Una
287. ls made by each link hoster kayako 238 Canned messages A canned message is very much akin to a predefined reply Created and managed via the staff control panel the canned messages list is populated in the LiveResponse application at login During a chat session a user can send a canned message to a client A canned message can be a text message an image a URL or highlighted code Managing canned message categories To view and manage canned message categories 1 Open Live Support on the navigation menu bar as shown below Home Tickets Live Support Teamwork knowledgebase Downloads Messages Chat History ad Tracking Canned Tag Generator l Manage Categories Quick Jump Canned Responses Insert l B Manage Responses i 0 Manage Categories mene errr PD g g Insert Response ah Insert Category Response Title J Insert Response by Insert Category Enter the Canned Response Til Manage Responses J 2 Open the Canned menu 3 Click on Manage Categories You will be presented with a list of canned message categories as shown below Manage Canned Cat Ala Parent Category Qdd Sub Category 4dd Response 0 Test Category Add Sub Category Add Response Edit Category Delete cy Gil Another Category Add Sub Category Add Response Edit Category Delete i a 4 Sub Category Add Sub Category Add Response Edit Category Delete
288. lt cfonts lt hre lt str Specify the Tags that the Parser will not remove for the incoming email kayako 341 e Email Content Priority which type of e mail content the system should use for parsing and storing normally an e mail comes in two parts a plain text and a HTML based version It is recommend this be left to Text to be efficient on space and processing time e Parse Reply To Header if enabled the mail parser will use the address in the rely to field as it s primary e mail for a ticket Although unlikely enabling this option may open ticket ownership features to abuse e Strip lt SCRIPT gt Tags if enabled all lt script gt tags will be stripped from incoming messages Enabling this settings comes highly recommended otherwise you may risk having arbitrary JavaScript code being run in the staff user s web browser e Allow HTML Tags should the parser allow any HTML tags in an e mail s content e Valid HTML Tags the list of valid HTML tags that are allowed in an e mail s content dependant on the Allow HTML Tags setting Parser log options Enable Logging ves Ono Enable Disable Logging of Incoming Email It is recommended that this value be enabled to allow you to trace any issues with the incoming email Log Churn Timeline In Days Number of Days after which the Parser Log entries should be deleted from the system Max Log Entry Size In Kilobytes Maximum Allowed Size for Parse
289. lter Staff User w label d g About your website Eii ple label 13 Ticket note Page 1 of 1 Indication Adding a note Notes can be attached to a ticket or user via the ticket management menu when viewing a ticket as shown below General Post Reply Forward Follow Up Billing Add Notes Release History 14 Chats 0 Audit Log Edit chet U i ae Jepaitment Status Eri 1 JE abel G6G6 9627841 Sales Example label To add a note click on the Add Notes tab This will open the add note interface as shown below General Post Reply Forward Follow Up Billing Add Notes Release History 1 Mote Options Mote Type Select the Note Type Ticket Q aoei Ticket Notes Ticket Notes are visible only on the Ticket which they are created User Notes User Motes are visible on all Tickets created by the user isible To All Staff Users You can restrict the visibility of this Note to a specific Staf Member by selecting ane fram the box Contents This is an example note e Note Type whether the note will be attached to the ticket or to the user account of the ticket creator e Visible To to whom the note will be visible to A note can be visible to all staff members or a specific staff member e Contents the contents of a note kayako 191 Once a note has been added it can be viewed on the ticket information bar as shown below General Post Reply Forward Follow Up Billing 4dd Notes
290. lters e General Open Eo views Labels Mass Action Indicator showing that the ticket has a Ast Default View label attached to it ee Test Q About your website D 1 2 138 Troubleshooter DS 809535 1 UFO 924368 2 The ticket among others that have had the same label attached to it can be instantly filtered by a label via the department and ticket tree as shown below Clicking on a label will list all tickets that have the label attached to them Filter Tickets pmi View All F Filters 3 Clicking here will list all E Aa labels that have the Example label attached Creating a ticket label To create a new ticket label from within a ticket list 1 Click on the labels menu above the ticket listings 2 Type in a name for the label kayako 139 ache New Ticket Predefined Replies Manage Sere loi views Labels Mass Action E E A new label I Server down 3 Press the enter key The page will refresh and the new label will be visible on the department and ticket tree as shown below Filter Tickets deed view All F Filters oP Example filter im Label Clicking here will list all E Li Labe labels that have the 4p Example label Example label attached jA General E fp Open 1 9 On Hold This label can now be attached to tickets Attaching a label to a ticket To attach a label from within a ticket lis
291. ly added ticket flag Page 1 of 1 lofi Back Searching tickets Quick search feature within a ticket listing At the top of a ticket listing resides the quick search box as shown below QuickSearch Option Ticket ID J Full Warne in Last Replier a Messages UZO 9243968 Staff User Subject 23h5om5as Ticket ID vast Replier IDS 780953 Staff User 2 d8h1l6m Overdue Enter the search terms and then use the corresponding drop down menu to select the ticket field you wish to search within Press the Quick Search button to the right of the quick search box to perform the search If tickets that match your search criteria are found a new listing of these tickets will be presented as shown below kayako 146 A Search Query website 2 Results Found 0 00240 Seconds 2 website Messages Quick Search Options Last Replier Replies Last Activity w Staff User 1 As Staff User 6 14h2imd45s z3h5S6mis ii The new column added to the ticket listing headed by the binoculars it icon indicates the relevancy of the ticket compared with your search terms The higher the number the more relevant or a closer match to your search terms the ticket is When opening a ticket from the search results the searched terms will be highlighted For example a quick search was performed for the term consectetuer all occurrences of the word will be highlighted Author Contents Chris Read 4 Posted on 18 Jan
292. mergency Critical Priorities are defined in the administrator control panel see ticket priorities in the administrator control panel Labels and Flags Clicking on this menu will open a list of labels and flags that can be attached to the selected tickets as shown below For more information on labels and flags are used in the staff control panel see ticket labels and ticket flags doh30m Overdue do0h3s0m Overdue co No Label Example label Wo Flag Purple Flag Red Flag Orange Flag Yellow Flag Blue Flag Green Flag Ticket listing area options and preferences The ticket list options can be accessed by clicking on the Options button as shown below kayako 120 a m The Options Teamwork Pk babii Dase Downloads Troubleshooter Predefined Replies Alerts Filters Reports Open Labels Mass Action 1 i lt view Clicking on this button will expand the list options interface as shown below Settings Auto Refresh Grid Disable Auto Refresh You can make the Ticket Grid automatically refresh at a regular interval by selecting a Timeline Open Tickets in Seperate Window Oves No If enabled the Tickets will be opened in a seperate window Post Reply Options After Replying Take Me To Ticket List Select the Page that SupportSuite should load after you reply to a Ticket Default Ticket Status when Replying Unspecified Sele
293. mplates wh Select the Export Options If you select Export only Modifications only the modified or the Upgrade revert reguired templates will be exported Export Mc e Template Group select the template group you wish to generate and download a template pack for kayako 377 e Filename specify the filename you desire for the exported template pack e Export Options if set to Export only Modifications only templates that are different to their originals will be exported If set to Export All Templates all templates will be exported regardless Click on the Export XML button to export the template back You will be prompted to save the file to a location on your hard disk drive Import Templates Template XML File Upload the Import ML File Merge With Create New Template Group You can merge changes fram the import file with an Existing Group or Create a New Template Group Ignore Yersion ARTT No If selected the import file version will be ignored It is recommended that you do not enable this option as it can result in problems in the Client Support Center Import MIL e Template XML File click on the Browse button to open up a file selector that will allow you to select an XML template pack file form your hard disk drive e Merge With it is possible to merge templates into an existing template group with importing If two templates have been modified in both the d
294. mum Length of a Word for the Indexing Engine 4ny Word which is bigger than the specified length will be ignored Index Numbers Toggle the Indexing of Numbers ves Ho Minimum Number Length Minimum Length for a Number to Qualify for Indexing Word Fault Tolerance 0 Specify the Fault Tolerance for a Word If the Word occurs in the Ticket for more than Specified Times It Will be ignored and not added to the ticket Ignore Words with Symbols If Enabled Any word with a symbol in it will be ignored This includes URLs Phone Numbers With in them Ticket IDs etc ves Ho e Sort Results According to Last Activity Descending if enabled all search results will be sorted according to their last activity in descending Order If disabled default view sort order is used See listing tickets in the staff control panel for more information on ticket sorting and filtering e Improved Ticket Relevance when Searching if enabled the accuracy of search returns will be increased by 30 40 e Search Results Limit the maximum number of search results returned by the system when performing a search The higher this limit the slower and more server resource intensive kayako 337 searches will be e Minimum Word Length the minimum length that a string has to be indexed Terms that are not indexed cannot be searched for This setting is present because indexing all words and strings within ticket posts will ra
295. n Sod Specify the Maximum Number of Characters to Display for the Download Item Description Override Category Display Order Field if set the download categories will be sorted according to this setting If left as default the categories will be sorted according to their display order see downloads in the staff control panel Category Order of Display whether the categories should be sorted ascending or descending kayako 355 e Override Download Items Display Order Field if set the files will be sorted according to this setting If left as default the files will be sorted according to their display order see downloads in the staff control panel e Download Items Order of Display whether the files should be sorted ascending or descending e Item Limit under Sub Categories the number of files listed under each sub category as a preview when viewing download categories as shown below Example Catagory 15 J Test file more files Yet another category 1 Document 56 more files e Display More Items Link if enabled the more files link will be shown under each sub category as shown above e Display Item Description in List if enabled a file s description preview will be shown when viewing a download category e Character Limit for Item Description the maximum number of characters that will be shown as a preview of a file s description dependant on the Display Item Descrip
296. n the mass management menu as shown below Using this menu attachment types can be mass deleted Under the Advanced Search tab attachment types can be searched for by title Under the Settings tab the number of attachment types shown per page if there are many can be limited Mass Action 4dyvanced Search Settings Select Delete Attachment Ypes 2 Insert Extensions Max Size In KB MIME Type Options jpeg 1 00 MB image jpeg Ef edit I Delete ipg 1 00 ME image jpeg E edit Tl Delete pdf 1 00 MB application pdf Ef cdt U pelete zip 1 00 MB applicatianfoctet stream Es Sahel Delete To edit an attachment type click on the corresponding edit icon From here you will be able to configure specific settings and size restrictions for this attachment type This link will open an attachment type entry form Refer to attachment type fields for documentation on the required fields for editing a attachment type Adding a new attachment type To add a new attachment type 1 Under the Tickets menu click on Attachment Types as shown below Tickets gt Manage Status Manage Priorities Attachment Types Insert Status Insert Priority Purge Attachments Maintenance The current attachment types in the database and their respective file size restrictions will be listed Click on the Insert link indicated to below kayako Page 1 of 1 Attachment Types Max Size In KB Click here to insert
297. n the required fields for a downloads category Downloads category fields Category Details Category Title Enter your Category Title Enter the Display Order for the Category All Items are sorted in 4scending Order Parent Category Downloads Specify the Parent Category for this Category Category Type Public private Select the Category Type Public Categories are visible to both Staf Members and Clrents Private Categories are only visible ta Staff Members Template Groups You can assign this Category to Template Groups other default than the Default Group Click Customize to change which Template Groups this Category will be assigned to Insert Category bb Customize Category Details e Category Title the title of the new category e Display Order categories are listed within the client support interface according to their display order e Parent Category if the category is to be a subcategory of another select it here e Category Type if set to public both staff users and client users will be able to view the category and files under it If set to private the category will only be viewable from within the staff control panel by staff users e Template Groups if multiple template groups are used this category can be set to only display in one or more of them Click on the Customize button to list the available templates Click on the Insert button to create the new category kayako
298. ncheck one or more Labels to remove labels 4 Click on the Submit button to proceed with the changes Viewing tickets by label Tickets with a label attached to them are directly accessible within the SupportSuite interface without having to create a customized view 1 Under the department and ticket tree shown below click on the label name you wish to view tickets by kayako 143 0 Filter Tickets H AES view All a Filters 4 Example filter _ aes Clicking here will list all Ep Labels E labels that hawe the Example label attached jE General L Open 1 Ticket labels are created and managed within the staff control panel For more information see ticket labels Ticket flags A ticket can be flagged with a flag of a certain color This functionality is useful for dynamically and quickly organizing tickets from within a ticket listing or ticket view Flagging a ticket To flag a ticket from within a ticket list 1 Select the tickets you wish to flag 2 The mass management menu will be opened as shown below Tickets List Default Views Subject Ticket ID Last Replier Replies Last Activity Due J Test IDS 780953 Staff User 1 2d22hserm id h4 m About bsite Oi 0 a i Oreo ere ae UIZO 924 368 Staff User 6 4d4h4 3m Overdue Options Assign To Move Status No Label 4 new label Example label No Flag Purple Fl
299. ne A Sub Sub Category Add Sub Category Add Response Edit Category Delete 0 One More Category dd Sub Category Add Response Edit Category Delete 4dd a sub category within Create a response the corresponding category within the category To edit a category click on the corresponding edit link Refer to the canned message category fields section for documentation on the required fields for a canned message category Create a canned message category To create a new canned message category kayako 239 1 Open Live Support on the navigation menu bar as shown below Home Tickets Live Support Teamwork knowledgebase Downloads Messages Chat History Ad Tracking Canned Tag Generator gt Canned Responses Insert MANIEE CAE anage Responses M F 3 Quick Jump o Manage Categories r aerae PD g g Insert Response dh Insert Category Response Title 2 Insert Response ba Insert Category Enter the Canned Response Ti D B Manage Responses 2 Open the Canned menu 3 Click on Insert Category Refer to the canned message category fields section for documentation on the required fields for a new canned message category Canned message category fields Enter the Category Title Parent Category Parent Category s Select the Parent Category for this category You can organize categories in a heirarchy to an unlimited level Category Type Public P
300. ned permissions which all staff users inherit if specified for the staff user account If specified a staff user account can have individual permissions and still be a member of a team All staff user accounts must be a member of a team The default two teams are Staff and Administrator A staff user becomes an administrator user when added to the administrator team e The staff control panel can be accessed here o Www yourdomain com support_installation staff e The administrator control panel can be accessed here o Www yourdomain com support_installation admin kayako 304 Teams Staff user accounts can be assigned to teams Teams can be assigned permissions which all staff users inherit if specified for the staff user account If specified a staff user account can have individual permissions and still be a member of a team All staff user accounts must be a member of a team The default two teams are Staff and Administrator A staff user becomes an administrator user when added to the administrator team To view and manage staff teams 1 Click on the Staff tab on the administrator control panel navigation bar as shown below Home Departments Manage Staff Manage Teams Insert Staff Insert Team Mass Mail 2 Click on Manage Teams A list of the staff groups set up for the system is listed as shown below Page 1 of 1 fs Quick Search Options Teams Tl isles 11 Seema Teen aS F Administrator Fij E
301. nfotech Ltd 3 You will be prompted to review the license agreement Click on the I Agree button to continue kayako 33 OO SupportSuite Details Kayako End User License Agreement License Agreement LICENSE GRANT You means the person or company who is being licensed ta use the Software or Documentation We us and our means Kayako Web Solutions SupportSuitefeSupport LiveResponse Syncvvorks is the program whose license and usage are detailed in this agreement also referred to as Product in this agreement TITLE We remain the owner of all right tithe and interest in SupportSuite eSupport LiveResponse SyncwWorks and related explanatory written materials Documentation ARCHIVAL OR BACKUP COPIES You may copy the Product for back up and archival purposes prowided that the original and each copy is kept in your possession and that your installation and use of Product does not exceed that allowed in this agreement TERMS OF USAGE Copyright 2001 2007 Kayako Infotech Ltd 4 The setup scripts will check to ensure that you have all the necessary requirements and have successful completed all of the installation tasks up until now kayako 34 O SupportSuite Yerify Database Details Product SupportSuite HEEHSE Agreement Version 3 10 02 Verity Database 05 Mar 2007 01 14 55 AM gt gt gt Build Type STABLE gt gt gt Build Date verifyin
302. ng LoginShare plugins Add Merged Ticket Emails as Recipients yes Ono If Enabled the user emails will automatically be added as a recipient when two tickets are merged allowing all users to receive ticket correspondence Number of Posts Per Page in iew Ticket Page Enter the Number of Posts displayed on one Page in the wiew Ticket page This option applies only to Staff CP Order of Display for Ticket Posts Oldest First Select the Display Order for Ticket Posts under the View Ticket Page Oldest First_ M Post Text Conversion This Option allows you to prevent any 8955 attacks by converting any HTML codes to their respective entities It is highly recommended that Strip Tags we this option not be changed to No Processing as it can allow your clients to run arbitary script code on staff browser e Display Tickets Tab if enabled the tickets tab will be displayed and accessible within the Staff control panel see navigation menu bar in the staff control panel e Send Complete History in staff Replies if enabled an entire post history of all posts made within a ticket will be sent with each staff reply This may make e mails very large if the ticket is long and will increase the reply sending time e Enable Pagination for Ticket Posts if enabled ticket postings will be paginated across a number of pages for example 10 ticket posts per page can be displayed when viewing a ticket e Require Valid Email i
303. ng staff Departments Managing departments Settings and configuration General CPU optimization and server settings Optimization settings User registration Security Date and time Tickets Mail parser kayako 6 264 267 268 269 270 272 274 278 279 280 282 286 287 288 290 292 295 297 298 299 300 301 302 303 304 310 313 314 315 318 319 321 322 326 327 328 329 340 Live support Teamwork Knowledgebase Troubleshooter Downloads News Templates Template engine Template groups Managing templates Searching templates LoginShare Importing and exporting templates Restoring templates Template diagnostics Languages Managing language packs Managing phrases within a language pack Importing and exporting languages Custom fields Managing custom field groups Managing custom fields Custom field usage examples Live Support Visitor bans Mail parser E mail queues Parser rules Breaklines Catch all rules E mail bans Parser log Tickets SLA Statuses Priorities Attachment types Purging attachments Maintenance Schedules Plans kayako L7 342 346 347 351 353 356 359 360 361 366 369 372 376 378 380 381 382 384 387 389 390 393 409 413 414 417 419 425 433 436 440 442 443 444 447 450 454 456 458 459 463 Escalation rules Creating a new escalation rule Escalation rule fields Teamwork Managing teamwork
304. ng to the SLA plan set here Actions The actions that will be performed when this rule is executed e Assign to Staff assign the ticket to a staff member specified here e Move to Department move the ticket to another department e Change Priority change the priority of the ticket to the priority specified here e Change Ticket Status change the ticket s status to the status set here kayako 469 Teamwork The teamwork module SupportSuite eSupport and LiveResponse use statuses priorities labels and categories These properties are proprietary in that if you use the Kayako SyncWorks application for Microsoft Office Outlook these properties for a teamwork item contact event or tasks will not be synchronized but are instead internal to the system The teamwork area of the administrator control panel allows you to define custom statuses priorities labels and categories for use in the teamwork area of the staff control panel for more information see teamwork in the staff control panel kayako Managing teamwork statuses A status can be used in a task or an event appointment as shown below gt Teamwork Calendar Insert Event General Misc Custom Subject Event Type Public Private ster Eon All Day Event Activity Type Ocal appointment Status None Planned Held gt Teamwork Tasks Insert Task General Misc Custom Subject S Task Type Public pri
305. nguage Latest News March 18 Google T available nloads our categorized library of nloads for all necessary manuals Ware etc Date Added 13 Mar 2007 10 29 AM 13 Mar 400 10 26 4M 1a Mar 400 10 27 4M k MO 13 Mar z007 10 25 AM March 12 Okean s rver replaced WEIS 159 163 162 6 View the page s source and find the relative area you wish to edit icketss a submit id footerlink gt Submit a Ticke color EFEFEF gt Anete Eont span gt aa ae amp ind Language ie Line 3 t ig Previous Highlight all kayako 371 Search Templates Search Query EFEFEF Enter the Text you wish to search for Search In default Select the Template Group to search in Select and search the templates for a small piece of code you deem identifiable and relatively unique to this area footer Not Modified clhentess a Mot Modified Template footer Group default 2 Group Jump Copy to Clipboard Preview Status Not Modified Date Added Modified 06 Jan 2007 02 01 AM Template Data Search the template code for the same relative HTML code 4 fil kayako 372 LoginShare LoginShare is the login system that powers client support interface user authentication This abstract system allows you to integrate a user system of an external third party application wit
306. nloads categories To view and manage downloads categories 1 Open Downloads on the navigation menu bar as shown below Home Tickets Teamwork Knowledgebase Downloads Manage Categories Manage Files Quick Jumper Insert Category Insert File 2 Click on Manage Categories You will be presented with a list of all the file categories stored in the database as shown below Filter the categories by template group Category List Manage Files Filter E Downloads Add File 4dd Sub Category c aa Example Catagory Add File 4dd Sub Category Edit Delete 2 n A sub category Add File Add Sub Category Edit Delete 0 Another category Add File Add Sub Category Edit Delete Yet another category Add File 4dd Sub Category Edit Delete Delete a category dd a subcategory Edit the corresponding under the corresponding category Category To edit a category click on the edit link as indicated to above Refer to downloads category fields for documentation on the required fields for a downloads category Creating a downloads category To create a new files category 1 Open Downloads on the navigation menu bar as shown below kayako 273 Home Tickets Teamwork knowledgebase Downloads Manage Categories Manage Files Quick Jumper Insert Category Insert File 2 Click on Insert Category Refer to downloads category fields for documentation o
307. no If Enabled The Troubleshooter icon is displayed on the User Index page Enable Popular Troubleshooter Categories Quick yes Ono Box If Enabled a Quick Navigational Box is displayed showing the Popular Troubleshooter Categories on the User Index Page Maximum Number of Categories to Display Specify the Maximum Number of Categories to display in the Quick Box Display Number of iews in Quick Box yes Ono Whether or not to Display the Number of Category Views In the Quick Nay Box Display Troubleshooter Categories in Navigation ve Ono Bar If Enabled The Troubleshooter Categories are displayed at every step in the Navigation Bar Update Settings e Display Troubleshooter Widget if enabled the knowledgebase widget will be displayed in the client support interface see what is a widget in the frequently asked questions e Enable Popular Troubleshooter Categories Quick Box if enabled popular troubleshooter categories will be displayed on the front page of the client support interface kayako 352 e Maximum Number of Categories to Display the maximum number of troubleshooters to display dependant on the Enable Popular Troubleshooter Categories Quick Box setting e Display Number of Views in Quick Box if enabled the number of views each troubleshooter has received will be displayed dependant on the Enable Popular Troubleshooter Categories Quick Box setting e Display Troubleshooter Categories in Na
308. ntrol panel e Can Manage Categories if enabled staff users added to this team will be able to manage troubleshooter categories see troubleshooter in the staff control panel e Can Manage Steps if enabled staff users added to this team will be able to manage troubleshooter steps see troubleshooter in the staff control panel e Can Insert Category if enabled staff users added to this team will be able to create new troubleshooter categories see create a category in the staff control panel e Can Edit Category if enabled staff users added to this team will be able to edit troubleshooter categories see troubleshooter in the staff control panel e Can Delete Category if enabled staff users added to this team will be able to delete troubleshooter categories see troubleshooter in the staff control panel e Can Add New Troubleshooter Step if enabled staff users added to this team will be able to edit a troubleshooter category see troubleshooter in the staff control panel e Can Edit Existing Step if enabled staff users added to this team will be able to edit troubleshooter steps see troubleshooter in the staff control panel e Can Delete Troubleshooter Step if enabled staff users added to this team will be able to delete troubleshooter steps see troubleshooter in the staff control panel e Can Export Troubleshooter Data if enabled staff users added to this team will be able to export troubleshooter
309. nu as shown below Be Database Repair Optimize Backup Backup Options Add CREATE TABLE SOL statements y O l BS No Enabling this option will add the CREATE TABLE tablename SQL query before the insert statements Compress SUL Dump Yes O No Compress the output dump using GZIP _ Generate Backup e Add CREATE TABLE SQL statements if enabled the table schema will also be backed up in the database backup file e Compress SQL Dump if enabled the database backup file will be compressed before being sent to your web browser This procedure may not be successful if your database size is big very large as the script will time out before the back up file is generated If you have a particularly large database backing up and downloading this way may not be a viable or reliable option In such a case it is recommended that you take a MySQL backup either via your control panel software such as cPanel or Plesk Control Panel phpMyAdmin or via command prompt To take a MySQL database dump backup file via the MySQL CLI command prompt use the following command e mysqldump opt Q u dbusername p databasename gt path to backupname sql If your MySQL server is hosted externally you can use this command to connect to it and take a backup dump e mysqldump opt Q h hostname u dbusername p databasename gt path to backupname sql kayako 496 Diagnostics The sections bel
310. o save changes and then return to this template click on the Save amp Reload button To revert a template back to its original click on the Restore button For more information on template reverting see restoring templates kayako 369 Searching templates To search within templates 1 Click on Search Templates under Templates on the Options menu as shown below x Options Settings Templates gt Manage Groups Ww Manage Templates wt Insert Group w Search Templates w LoginShare we Import Export haa Restore Templates Ww Diagnostics al Languages f Custom Fields i Live Support g4 Mail Parser 2 Tickets Searching templates is relatively simple a template group is selected to search within anda search phrase entered The search feature is useful for sourcing template code For example within the client support interface you may look at the HTML code that makes up the pages find an area you want to change and not know which template to edit To save you from going through all of the templates you can simply search for a small portion of HTML code relative to the area you wish to edit hopefully the template that is relative to this area will come up in the search results It is largely a process of trial and error kayako 370 Password Remember Me Search OU have decided you wish to edit this line of text Entire Support Site 7 a La
311. oads News create a new news item For more information see news User create a new user support desk users not staff or administrator users For more information see creating a new user kayako 104 Navigation menu bar Live Support Teamwork knowledgebase Dashboard Preferences Private Messages The navigation menu allows for navigation around all of the core sections of SupportSuite Depending on your configuration in the administrator control panel see general settings opening a menu item will involve clicking or hovering over an item kayako 105 Calendar overview sA Tuesday 16 January 2007 mje Navigate through 08 00 09 00 10 00 11 00 12 00 13 00 14 00 15 00 Change calendar VIEWS days 16 00 17 00 16 00 19 00 The calendar overview shows today s public and private events for the working hours set in your staff user preferences see the work schedule Clicking on an event will take you to more detailed information for that event entry as shown below Tuesday 16 January 2007 13 00 14 00 Example event entry 13 00 14 00 ete Example event entry 15 00 16 00 17 00 18 00 19 00 kayako 106 Today overview The today overview gives a preview of the following information Number of updated or new tickets new tickets since your last visit Number of new chats since your last visit Number of tickets due today Number
312. oduct URL the URL to your SupportSuite eSupport or LiveResponse installation This URL must be proceeded by a trailing slash e Default Return Email Address the default return address This e mail address will be used as the default From address if no e mail queues have been created the for the system It is advisable you use one of the e mail queues as the Default Return Email Address Do not use any staff user s email address who has been assigned to a Ticket Alert see ticket alerts in the staff control panel as the Default Return Email Address as it may trigger a mail loop and flood the system e Redirect Type the method of redirect such as after logging into the system If set toe HTML Meta Refresh a brief text will be displayed before the redirect is made If set to Header Refresh no text will be displayed and the redirect will occur instantly e Moderate Comments if set to yes all comments made to the knowledgebase news articles and downloads sections will be placed in a moderation queue and will not appear until they have been approved by a staff user within the staff control panel for example see viewing and moderating Knowledgebase user comments in the staff control panel e Tab Menu Navigation Style if set the click navigating through the main menu within the Staff control panel see navigation menu bar in the staff control panel will involve clicking If set to hover all you would need to do to change m
313. of but not limited to template groups and departments kayako 360 Template engine The templating system of SupportSuite eSupport and LiveResponse is a database driven system meaning that the templates for all the components of the client support interface theme are stored in the database and compiled together when a page of the client support interface is loaded Kayako SupportSuite eSupport and LiveResponse use the SmartyLight templating engine recently renamed to TemplateLite You can find documentation of TemplateLite syntax here http templatelite sourceforge net docs index html Staff control panel and administrator control panel themes are not managed by the internal template system The files for these are flat files stored in the file system They can be found in the themes directory of your installation kayako 361 Template groups To view and manage template groups 1 Click on Manage Groups under Templates on the Options menu as shown below x Options Settings Templates gt Manage Groups Ww Manage Templates wt Insert Group w Search Templates w LoginShare we Import Export haa Restore Templates Diagnostics al Languages f Custom Fields a Live Support cy Mail Parser 2 Tickets You will be presented with a list of all the template groups packs installed on the system as shown below Page 1 of 1 Quick Search Options Group L
314. of tickets overdue Overdue Tickets a U240 9243568 About your website Staff User a 6G6 962641 Server dawn John Edwards Statistics Ld New Tickets i L New Chats O Today Mews 0 Clicking on the News tab will show news items that have been posted for staff user access only as shown below For information on managing and creating news items see news kayako 107 NEWS gt FS Staff only example announcement Posted by Staff User 24 Jan 2007 12 13 PM Description A Read News 14 Copyright 2001 2009 Kayako www kayako com 108 Instant article search box Q cpanel Typing a keyword or a series of keywords into the search box on the top right of the interface will search all knowledgebase articles for related articles All the staff user has to do is type and wait for the search to be performed Clicking on a search result will open the article contents as shown below Test article Solution This i5 a test article for IRS cpanel Close Window kayako Staff user preferences To access the preferences overview 1 Open Home on the navigation menu bar as shown below Tickets Live Support Preferences Private Messa a Settings Work Schedule E Change Password lt NEW TICKETS 2 Open the Preferences sub menu 3 Click Settings kayako 109 110 Required Field Team Administrator Full Name Staff User Enter your Full
315. ommented on by client users An example of the Popular Articles report is shown below Select a date range to view articles created within a Filter certain date range o35 01 2007 Category 4 sub category Group default Date Subject ii Article Status B RY an article 07 Mar 2007 02 07 AM Published B RE another article 07 Mar 2007 02 07 AM Published JE Yet another example article OF Mar 2007 02 07 AM Filter through articles by category date and template Click on an article s name to view the group article Click on the calendar icon to open the date selector kayako 270 Downloads The downloads module of SupportSuite is a categorized file repository managed from within the staff control panel allowing clients to download files from within the client support interface as shown below OO SupportSuite Support Center Downloads gt Download Categories The Downloads Library is organized into different categories Please select a category that you are Interested in Additionally you can also search the entire Downloads Library by entering keywords In the navigation bar beside this text Example Catagory 13 Another category 0 J Test file more files Yet another category 15 zn Document 56 gt gt more Tiles da Back The files for download can be uploaded from your computer or linked to if uploaded elsewhere Files are categorized
316. ompleted the purchase For coverage information click on the Coverage tab towards the bottom of the page To review a history of the SMS messages sent out from your customer account click on the History tab kayako 513 Frequently asked questions Copyright 2001 2009 Kayako www kayako com kayako 514 What is a widget A widget is a component that resides on the main client support interface as shown below O SupportSuite Support Center Register a Submit a Ticket Register a new account to submit Submit a new issue to a Department new Tickets or manage subscriptions Knowledgebase a Troubleshooter view categorized listing of all i Take a step by step tour to find the common frequantly asked questions WM 4 solution to all your issues News Downloads view latest company news and ls View our categorized library of announcements Vo downloads for all necessary manuals software etc Register Knowledgebase Troubleshooter widget widget widget kayako 515 What is Zend Optimizer and IonCube Zend Optimizer is a platform installed on a server which is required to decode and run Zend Encoded PHP files IonCube is similar to Zend Encoder in that its purpose is to encode PHP files For more information on both Zend and IonCube encoded files see Zend or IonCube in the installation guide kayako 516 How do I disable comments in the client support interface This
317. on see mail parser in the administrator control panel If you find you are having issues getting e mail piping to work check the following things in order 1 That you have the e mail queue set up in the administrator control panel set up to parse e mail coming into the e mail address you have set up piping for 2 That the cli index php file has the correct file permissions 3 That you have entered the correct absolute path to cli index php as the location of which to pipe to 4 That the pipe command is enclosed in quotation marks home httpd vhosts company com httpdocs full path to cli index php 5 Try adding php q to the pipe command so the location to which the e mail alias is forwarded to becomes b php q home httpd vhosts company com httpdocs full path to cli index php kayako 68 EXIM This procedure explains how to set up e mail piping manually using the EXIM mail transport system 1 Open the aliases file for editing a etc valiases company com 2 Assuming that we creating aliases for the e mail addresses sales company com and support company com we will create the corresponding entries in the aliases file as follows a support company com full path to cli index php b sales company com full path to cli index php 3 Once the aliases file has been edited and saved you will need to execute the newaliases command root deyv root newaliases fetcfaliases 63 ali
318. on Indicator showing e that the ticket has a Ist Default View label attached to it Hert ss Test J DS 780953 g About your website D 1 2 MI WUFO 97436 8 Going back to the ticket the ticket management menu will now show the label s that were attached to the ticket as shown below History 13 Chats 04 Audit Log Edit Emergency Overdue Example label 5 Template Group default Previous Ticket Next Ticket Label attachment Gy g elit Praesent diam enim varius sed imperdiet in n Vestibulum erat pede imperdiet vel pulvinar id uscipit lacinia nisl Quisque ornare arcu sed terdum tellus sem a quam Suspendisse at lectus On the department and ticket tree the ticket count for the Example label has been updated to reflect the newly attached ticket as shown below kayako 142 Filter Tickets t pe A view All F Filters S 4 Example filter mil Labels oF 4 new label oo 3g Example label 1 iE General Lu Open 1 Removing a label from a ticket Removing a label from a ticket is performed from within a ticket To remove a label from a ticket 1 Click on the ticket s ticket information bar to make the bar editable as shown below General Post Reply Forward Follow Up Billing Odd Notes Release History 2 Chats 84 Audit Log Edit Ticket ID Gwer Department Status Priority Due Labels 02 07 2007 ae E Example label 2 Click on the Labels menu 3 U
319. on and user ticket creation group types kayako 398 e Staff Editable if enabled any staff user will be able to modify the field regardless of whether it is a user field or a field intended for staff control panel use such a task list field e Regexp Validation although not required a regular expression string can be entered here When the field is outputted into an interface such as at ticket creation any data entered into this field will be validated against this expression If validation fails the system will return an error stating that the data entered is not valid For more information on regular expressions see www php net preg match Password field The password field is in essence the same as a standard text field with the exception that when text is typed into the field it is masked My custom User Ticket Creation group Licence Area Password Please enter your client peee licence area password Field Details Field Title The Field Title is displayed beside each field in the User and Staff sections Use this to denote what the field is about Default alue If specified the default value of the Field will be set to the value entered here Field description Specify the description of the field Specify the Field display order If there are multiple fields Under the specified Group they will be sorted according to the specified display order in 4scending Mode Is Required Oves n W
320. onging to the diagnostics area of the administrator control panel provide access to useful server and installation information that will help you and support staff debug and troubleshoot issues that you may have Most of the diagnostic information here is generated by your server Thus some areas of the diagnostic tools may be brief in documentation as they are out of the scope of this user manual kayako 497 Active sessions To view the user sessions currently active within the system 1 Click on Active Sessions under the Diagnostics menu as shown below Diagnostics Active Sessions Cache Info FHF Info MySQL Info Report Bug License Info A list of the current users logged into or browsing an area of your support desk will be listed as shown below User Agent Options Mozilla 5 0 Windows U 55 211 138 50 Os Admin Windows NT 5 1 en GB amp Kill Session rvii 8 1 3 Mozillav4 0 compatible 69 117 350 52 Client MSIE 6 0 Windows NT Kill Session ale Se NET IP Address Last Activity O Session Type Mozillav4 0 compatible 69 117 30 52 25 Visitor MSIE 6 0 Windows NT Kill Session Sol V1 NET Mozilla S 0 windows UU 74 111 63 126 245 visitor Windows NT 5 1 en US amp kill Session rvii 8 0 11 Mozilla 5 0 Windows U 4 111 63 126 205 Client Windows NT 5 1 en US amp Kill Session rvii 8 0 11 You are also able to kill a session by clicking on the corresponding k
321. ons Ean edit TH Delete ss Normal Ef egt TH Delete z High Edit Delete To edit a priority click on the corresponding edit icon From here you can configure the properties of the selected priority Refer to teamwork priority fields for documentation on the required fields for editing a priority Creating a new teamwork priority To create a new teamwork priority 1 Click on Insert Priority under the Teamwork menu as shown below Teamwork gt Manage Status Manage Priorities Manage Labels Manage Categories Insert Status Insert Priority Insert Label Insert Category From here you can configure the properties of the new priority Refer to teamwork priority fields for documentation on the required fields for creating a new priority kayako 476 Teamwork priority fields Priority Details Priority Title Enter the Priority Title Display Order Enter the Display Order for this Priority All Items are sorted in 4scending Order Priority Color You can specify a color to associate with this Priority Different colors allow for easy differentiation between Priorities e Priority Title a title for this priority e Display Order the order by with priorities are displayed in the staff control panel e Priority Color a color can be set for the priority This is used as the text color for whenever this priority is printed in the staff control panel kayako 477 Managing teamwork labels
322. ontact email co a4 Another Contact Mobile 40123456789 test contacti email cam Quick jump Mobile functions Contact l Email Click on these Mobile tabs to change the Email listing view Search contacts Type and wait for the results Another Contact To view a contact click on that contact s contact card You will be presented with the contact s details as shown below kayako 254 OO SU pportSuite Logged In Staff User Support Center Ag Home Tickets Delete the ork knowledgebase Downloads Troubleshooter fe contact view Calendar Wie age Contacts Insert Contact Insert Event Insert Task Contact Optidns gt Teamwork Contacts view Contact 4 Contact Edit Contact as Business Personal Misc Tickets 0 Chats 04 Custom EJ Delete Contact A Contact Type Public Click on these tabs to view Title Mr Initials EC other contact information Email i test_contact email com Look up ticket and Click on the Custom tab a to view custom fields for a chat histories by this this contact CustomerID 34546 contact s e mail i address Note that custom fields for contacts are managed from within the administrator control panel Creating a new contact To create a new contact 1 Open Teamwork on the navigation menu bar as shown below OO SupportSuite Home Tickets Live Support Teamwork view Calendar Whew Tasks Manage Contacts Insert Cont
323. ormation e Full Name the full name of the user This name will appear on all ticket replies made by the user e Email the primary e mail address of the user All tickets and replies coming from this e mail address will be associated with this user s account This is also the e mail address the user will log into the client support interface More e mail addresses can be added to a user account after creation e Password the password for this user account e User Group the user group in which the user s account will belong For more information on user groups see groups e User Type a user can either be a User or a Manager A User account acts as an individual private user A Manager account will be able to view all tickets created by users that are member of the user group set above this field e SLA Plan a specific SLA plan can be assigned to a user s account by selecting one here If no SLA plan is selected the system default if set SLA plan will be adhered to for this user s tickets Deleting a user account To delete a user account 1 Open Users on the navigation menu bar as shown below kayako 22i Home Tickets Live Support Teamwork knowledgebase Manage Users Manage Groups Insert User Insert Group Mass Mall 2 Click on Manage Users You will be presented with a list of user accounts registered within the system as shown below Click on a user s e mail address to view the user
324. ort Teamwork Mew Ticket Predefined Replies Filters Rep Manage Categories 3 Quick Insert a Manage Replies Ticket Statistics E op Insert Category S4 Contact id New Tickets L Me Jz Insert Reply eee L New Chats af Task E Article A kayako 186 2 Open the Predefined Replies sub menu 3 Click on Insert Reply Refer to predefined reply fields for documentation on the required fields for a new predefined reply Predefined reply fields Insert Reply Enter the Predefined Reply Subject Parent Category Parent Category w Select the Parent Category This is the Category under which the new reply will be added Reply Contents Insert Reply e Subject the title of the predefined reply e Parent Category the category in which the predefined reply will be saved e Reply Contents the contents of the predefined reply Billing information and time tracking The time spent working on a ticket and what of that is billable can be logged to a ticket including a work summary Viewing billing and time tracking information Time tracking and billing information for a ticket if the data exists will appear on the ticket information bar when viewing a ticket as shown below kayako 187 Post Reply Forward Follow Up Billing 4dd Motes Release History 14 Chats 0 Audit Log Edit W IDS 780953 Staff User General Critical Unassigned Billin
325. ort personnel will get back to you shortly Department General Offline tire support site agt Hews Full Name Io ary 24 Public news neement fo Live Support Message elem English U 5 Viewing and replying to messages left by users To view messages left by users 1 Open Live Support on the navigation menu bar as shown below kayako 229 Home Tickets Live Support Teamwork Messages H chatHistory Ad Tracking Canned Tag Gg Mew Messages Replied Messages Sere EJ Replied Messages 2 Open the Messages sub menu 3 Click on either New Messages to view messages that have not been replied to by a staff member or click on Replied Messages to view messages that have already been replied to by a staff member The New Messages list is shown below Full Name Created On A Options James Brown 21 Feb 2007 10 41 PM Fi Reply to Delete Chris Duddy 21 Feb 2007 10 42 PM D Reply I Delete Lisa Binns 21 Feb 2007 10 42 PM Fi Reply i Delete Page 1 of 1 Click on a message s Click on the Reply button to reply subject to view a to a message MeSSage To delete a message click on the corresponding delete J icon Selecting multiple messages by checking the corresponding check boxes will open the mass management menu as shown below Using this menu messages can be mass deleted and marked as replied to Under the Advanced Search tab messages can be se
326. osoft Office Outlook or Mozilla Thunderbird An e mail account in one of these clients can be compared to an e mail queue E mail folders in one of these clients can be compared to a department The next major pass of the e mail parser involves parser rules these are user defined rules that will look for a defined criteria and if matches change defined settings or perform specified actions On top of the parser rules system also sits e mail bans and catch all rules for mail that comes into the system that doesn t match an e mail queue See the diagram below for a brief explanation of how the mail parser handles e mails and their respective queue and parsing procedures e For more information on setting up e mail piping see setting up e mail piping in the installation guide kayako E mail comes in that has sent to supportd domain cam which is a POPS mail box An e mail queue for supportd domain com polls this POPS box es into the system E mail queue found Sender e mail ban check Sender s e mail not banned Pre parse rules are applied System s parsing takes place ticket matching User account creation i Post parse rules are applied kayako E mail queue found for supportddomain cam Catch all rule found assigns to an e mail Sender s e mail has Logged in the par logs 418 E mail comes in that has supportddamain cam which has been configured to pipe e mail to the system pipe scrip
327. oter management e News management e LiveResponse management e Send private messages to other staff e Teamwork management O O O O View calendars Manage contacts Manage events Manage tasks 91 Much of the staff control panel is permission dependant Permissions for staff users or staff groups are managed in the administrator control panel not within the staff control panel kayako 92 Accessing the staff control panel The staff control panel can be accessed at http www yourdomainname com pathtosupportsuite staff You will be presented with a login form similar to the one shown below OO SupportSuite 3 10 02 03 March 2007 Username Ay Staff_User Remember yes ONo Me Powered by SupportSuite Copyright 2001 2007 Kayako Infotech Ltd e Username your staff admin username e Password your staff admin password e Remember Me if enabled your login details will be remembered using a browser based cookie kayako 93 Interface quick reference The interface quick reference is a visual FAQ frequently asked question guide to the most common interfaces of the SupportSuite staff control panel kayako 94 Dashboard SupportSuite Live Support Teamwork Knowledgebase Downloads Troubleshooter Dashboard Preferences Private Messages Gite Otaert Ticket Overdue Tickets Tuesday 17 April 2007 fi Contact 1058 79095 T
328. ou set this option to Yes The system warns you in this way because sometimes language files change phrases added or change between versions Click on the Import XML button to complete the import You may also like to see how do I create a new language pack for the client support interface in the frequently asked questions kayako 389 Custom fields The custom fields features of the system comes heavily integrated into many aspects of SupportSuite eSupport and LiveResponse Custom fields can be created to take in data at any of the following modules and stages e Creating a ticket e New user registration e Any of the team work modules task list calendar and appointments contacts e Ticket billing and time tracking Custom fields are sorted into groups which act very much like categories When creating a group you must specify for where the custom fields are intended such as at user registration ticket creation and so on After creating the group custom fields can then be added to the group kayako Managing custom field groups To view and manage custom field groups 1 Click on Manage Groups under the Custom Fields menu as shown below 3 Options jeg Settings Templates Aal Languages B Custom Fields Manage Groups Manage Fields gt Insert Group gt Insert Field p s Live Support ey Mail Parser Tickets 390 You will be presented with a list of all the custom field group
329. ough the information displayed after executing this command we now know that SMRSH files should go under etc smrsh 3 We will now need to create a symlink to our cli index php under the directory etc smrsh 4 The command syntax is a In s full path to cli index php etc smrsh index php root dey rootj in s home wwu public html cli index php etc smrsh index php rootdey root 5 Once the symlink has been created you should change the alias file contents as follows a From support domain com full path to cli index php b To support domain com etc smrsh index php Once the aliases file has been edited and saved you will need to execute the newaliases command root deyv root newaliases fetcfaliases 63 aliases longest 18 bytes 625 bytes total root dey root This procedure explains how to set up e mail piping manually using the Postfix mail transport system 1 Open the aliases file for editing 71 a etc postfix aliases 2 Assuming that we creating aliases for the e mail addresses sales company com and support company com we will create the corresponding entries in the aliases file as follows a sSupport company com full path to cli index php b sales company com full path to cli index php 3 Once the aliases file has been edited and saved you will need to execute the newaliases command root deyv root newaliases fetcfaliases 63 aliases longest 18
330. p are categorized into sections for your convenience making it easier to source a template according to it s relevance on the client support interface You will be presented with a list of template categories for the default template as shown below Group Jump Expand All Expand all template sections General to list all templates Expand Live Support 3 a H Expand Troubleshooter i Change the Expand EE template group being viewed Downloads Expand Expand Knowledgebase Expand Mail Parser Expand Tickets Expand To view templates within a section click on the section s respective expand icon To switch the template group you are viewing use the Group Jump link as indicated to above kayako To expand all the template sections click on the Expand All link as shown above All templates within the section will be listed as shown below Templates default 2 Group Jump Expand All Template Categories General Live Support Troubleshooter O tscategorydisplay tsstepdisplay tsnavbar tsguickbox News Downloads Knowledgebase Mail Parser Tickets Each template has an indicator icon which is either gray yellow or red e the template is unmodified and in its original state e the template is modified Expand s Expand Expand Expand Expand Expand Expand Expand 367 e the template has been updated T
331. p of fields they are listed according to their display order set here e Is Required if enabled the system will return an error if the field is submitted a blank when in use in an interface e User Editable if enabled the user will be able to modify the field applies only to user registration and user ticket creation group types kayako 405 e Staff Editable if enabled any staff user will be able to modify the field regardless of whether it is a user field or a field intended for staff control panel use such a task list field e Regexp Validation although not required a regular expression string can be entered here When the field is outputted into an interface such as at ticket creation any data entered into this field will be validated against this expression If validation fails the system will return an error stating that the data entered is not valid For more information on regular expressions see www php net preg match e Option Values enter the field selections here Multiple selection field drop down menu A drop down is a form field intended for listing many options in one condensed area of page space Clicking on the menu will expand a scrollable list of all field selections The user is able to select more than one selection by dragging and selecting with the mouse cursor or selecting items whilst holding the CTRL key kayako 406 Field Details The Field Tithe is displayed
332. panel see managing user accounts in the staff control panel Enable Email Verification if enabled users will be required to validate their e mail address by visiting a validation link sent to them automatically after they have completed registration Enable Image Verification CAPTCHA if enabled users will be required to enter the text into a text field of a visually distorted image This is an effort to prevent automatic registrations An example of image verification is shown below Verity Registration Please enter the text you see in the image at the right into the textbox below This is required to prevent automated registrations f f je Pd Send Password in Auto Responder Message if enabled the user will be reminded of their client support interface password every time their raise a new ticket and receive a ticket Autoresponder Auto Clear Automatically Clear Unverified Users if enabled users who have failed to verify their e mail address or have not been manually validated by a staff user will be cleared Auto Clear Timeline In Days if automatic clearing of unvalidated user accounts is enabled above this value represents how many days apart each purge will take place Click on the Update Settings button to save the setting changes kayako 327 Security Settings for Security Default Session Inactivity Expiry 21600 Time after which an idle session will be deleted fram the system
333. pe Publice pri n ublic Private Select the Filter Type Public Filters are visible to all Staf Members Private Filters are visible only to the Staff Member who created therm Filter Criteria status Sid eva On role x Priority W Equal Wi Critics ow OP New Criteria Match all Filter Rules Match Any Filter Rule Creating a ticket filter To create a ticket filter 1 Open Tickets on the navigation menu bar as shown below wledgebase Downloads Troubleshoote Alerts Filters Reports e Manage Filters a New Filter 2 Open the Filters sub menu 3 Click New Filter You will be presented with the Insert Filter form as shown below kayako 133 Insert Filter Enter the Filter Title Filter Type Public Private Select the Filter Type Public Filters are visible to all Staff Members aia Private Filters are visible only to the Staff Member who created them Filter Criteria Subject contains W E o E cH New Criteria Match All Filter Rules Match Any Filter Rule Filter Title this is the name of the filter It will be displayed on the department and ticket tree Filter Type setting the filter type to public will mean all staff users will see and be able to use this ticket filter If set to private the filter will only be visible to the staff user who created it Filter Criteria criteria that tickets will be filtered by when
334. pe Ls ww Select the User Type A User classified as a Manager can view all tickets created under the assigned User Group SLA Plan l No SLA Flan You can link this user to an SLA Plan for the Ticket Module This allows you to make sure the tickets generated by this user will always be handled in the required time period Update User 4 Under SLA Plan select the required SLA plan to assign to this user s account 5 Click on the Update User button All tickets created under this user s account will be assigned to the SLA plan here overriding and department wide SLA plans configured in the administrator control panel kayako 225 Mass mailing users To mass mail users 1 Open Users on the navigation menu bar as shown below Teamwork knowledgebase Downloads Troubleshooter News Insert Group Mass Mail 2 Click on Mass Mail You will be presented with the mass reply interface as shown below Mass Mall Mail Subject From Name Staff User This is the default name that is used for the From field in the outgoing Email From Email l l l staff user cam This Email Address is used as the From and Reply To fields in the outgoing Email User Groups Select the User Groups to send the mass mail to Only the Users assigned to the specified User Groups will receive the mass mail Guest Registered Example custom group Mail Contents gend Mail e Mail Subject the sub
335. pidly increase the size of the database slow down searches and make them more server resource intensive e Maximum Word Length the maximum length that a string has to be before it is skipped by the indexing engine e Index Numbers if enabled numbers will be indexed by the indexing engine e Minimum Number Length the minimum length a number has to be before it is indexed by the indexing engine e Word Fault Tolerance if searching tickets for the word test and a ticket has more occurrences of this string it will not be displayed in search e Ignore Words with Symbols if enabled strings that contain symbols will not be indexed This includes e mail addresses user hello com and URLs www hello com Attachment Settings Restrict Incoming Attachments to Custom O ves No Attachment Types If Enabled Only the Attachments that match the extension in Custom Attachment Types under Tickets gt attachment Types will be accepted into the system Storage Type Specify where the Attachments should be stored If files directory is selected all attachments will be created with a random filename to increase security in open file systems Database Attachment Chunk Size In Bytes 2097152 Each Attachment stored in the Database is split into a number of chunks Specify the Chunk Size in this option This Number should be more than the Max Packet Size setting in your my cnt MySQL Configuration File e Restrict
336. pload Attachments if enabled users will be able to upload files from their computer and attach them to a ticket reply in the client support interface e Maximum Number of Attachments the maximum number of files a user can attach to a ticket reply in the client support interface this setting is dependant on Allow Users to Upload Attachments Mail Settings Send Latest News in Auto Responder Message y On If Enabled The System will include the Latest News in all ie g the Auto Responder messages dispatched This only works if the News module is Installed Check the Message ID for Staff Replies SupportSuite can check the In Reply To header to Oves no confirm the identity of the Staff replying to an Alert Rule This adds an extra layer of security and makes sure the replier is a valid Staf However t requires that the end mailing clent sends the In Reply To header which right now is not supported by all chents Including Popular Wireless Handheld Clients Set Ticket ID In Subject for Outgoing Mails If Enabled Ticket ID will be set for the Outgoing Mails Ores Ono sent using the Mew Ticket option Although it is highly recommended that this option be enabled SupportSuite can still check which ticket a message belongs to by looking up the Ticket ID in Body Comparing the Subject or by checking the Message ID in the In Reply To attribute of the Email e Send Latest News in Auto Responder Message if enabled the la
337. port module 10 The LiveSupport module is now successfully installed To complete the upgrade we now need to run the Upgrade script to rebuild the Settings table 11 Return back to the Setup menu found in the setup directory of your SupportSuite eSupport or LiveResponse installation www yourdomain com yourinstallpath setup 12 This time click on the Upgrade link 13 Accept the license agreement by clicking on the I Agree button 14 Enter the username and password of an administrator account 15 Click on the Next button to continue with the upgrade kayako 50 16 All of the database amendments and updates will be made automatically Upon successful completion a Your version is now up to date message will be displayed 17 You must now delete the setup folder from your FTP server as a security measure You will receive warnings if you do not do this step Step six Checking for updated template files Because a SupportSuite eSupport or LiveResponse update may also contain updated templates as well as updated files it is necessary to check for templates that require a revert back to the new updated original version of the template in order to implement a change brought by the upgrade Template reverting is not performed automatically because the process will cause any customizations to a template to be lost Therefore template reverts must be performed manually For more information on template reverting and
338. port Bug under the Diagnostics menu as shown below Diagnostics Active Sessions Cache Into FHF Info My SOL Info Report Bug License Info kayako 503 License info To view your SupportSuite eSupport or LiveResponse license information 1 Click on License Info under the Diagnostics menu as shown below Diagnostics Active Sessions Cache Info FHF Info MySQL Info Report Bug License Info Your license file s information will be displayed as shown below License Information Created On 05 Jan 4200 7 09 30 PM Expiry 04 Jul 2007 01 00 AM Full Name Jamie Edwards Unique ID BO4EO21126C8S2BBR29EC Product supportsuite Registered Domains Domain 1 kayako com Armrinht Cy DAANA NAAA Kavinlkn AJ DAIJA A NAAN y O y 10 PIL YY LUU A U U J K ay a ko VW VV VV k ay a KO COI n kayako 504 Mobile staff control panel interfaces Kayako SupportSuite eSupport and LiveResponse come with web based interfaces that have been designed specifically for use on a PDA i e a Pocket PC and a WAP enabled mobile phone The interfaces can be accessed at the following locations e PDA o Www yourdomain com pathtoyourinstallation pda e WAP o Www yourdomain com pathtoyourinstallation wap kayako 505 PDA staff control panel interface To log into the PDA interface 1 Browse to www yourdomain com pathtoyourinstallation pda 2 Log in using your staff username and p
339. port sh 12 Execute the command newaliases to rebuild the aliases table You have now configured e mail piping to your SupportSuite or eSupport system Now you must ensure you have created an e mail queue within the administrator control panel so that the mail kayako 73 parser will accept the incoming e mail messages For more information see mail parser in the administrator control panel kayako 74 Setting up cron jobs automated scheduled tasks A cron job is a system side automatic task that can be configured to run for an infinite number of times at a given interval System side cron jobs can be used to keep the SupportSuite eSupport and LiveResponse fresh SupportSuite eSupport and LiveResponse operate an internal cron system which performs things such as POP3 IMAP mail fetching every 10 minutes system cleanups and follow up ticket actions You can see a list of the tasks scheduled in the internal cron system in scheduled tasks in the administrator control panel However this internal cron system cannot continuously run and execute by itself In order for the internal cron system to execute a page in the client support interface or staff control panel must be loaded For a busy support desk the risk of the internal cron system going stagnant is low However if your support desk is not busy and you use POP3 IMAP e mail fetching it is highly recommended you set up a system side cron job to frequently loa
340. portSuite checks the Tickets table to see if the user created a ticket with the same subject in the given threshold time If this check succeeds Flood Protection gets triggered and the specified actions are carried out e Enable Disable Flood Protection if enabled the flood protection system will prevent mail loops that can cause the number of incoming and outgoing e mails to escalate rapidly This may happen for example if your client has an auto responder for their e mail address set up the client s auto responder would in turn trigger the support desk auto responder It is highly recommended the flood protection system be enabled e I Send Autoresponder Message if enabled and if the flood protection system is triggered stop sending auto responded reply receipts It is highly recommended this setting be enabled so to prevent mail loops from occurring e Iadd the Ticket Reply if enabled a message that causes the flood protection system to trigger will not be processed and not added to a ticket or used to create a new ticket This setting is not necessarily essential enabling the I Send Autoresponder Message should suffice to prevent any mail loops from occurring e Timing Threshold In Seconds when an incoming e mail is received the flood protection system checks the ticket table to see if the user created a ticket with the same subject within the given threshold time If the user has the flood protection system will trigg
341. pr 2007 06 58 PM 0 040 Seconds Result No Recipients Found UP alert E Carnate Vega UKE vega idns2 com is UP 08 Apr 2007 06 57 PM 0 039 Seconds Result Wo Recipients Found eee 3 4 5 gt Last To delete a specific parser log entry click on the corresponding delete J icon Selecting log entries by checking the corresponding check boxes will open the mass management menu as shown below Using this menu log entries can be mass deleted Under the Advanced Search tab log entries can be searched for by subject from e mail address to e mail address and e mail contents Under the Settings tab the number of rules shown per page if there are many can be limited kayako 488 Mass Action Advanced Search Settings Email Subject amp Result Status Date Parse Time CityHunter cam Result Created Reply 4339 to 15 Apr 2007 11 30 AM 0 974 Seconds Ticket VCH 5S39788 FW New Item Not Received Dispute Case PP 2 4 134 126 15 Apr 2007 11 29 AM 1 658 Seconds Result Created Ticket FPRO S59330 Out of Office Auto Reply Result Created Ticket 15 4pr 2007 02 20 AM 0 423 Seconds LR amp 41 669 DOWN alert E Carnate Vega UK fvega dns comi is DOWN 06 Apr 2007 06 58 PM 0 040 Seconds Result Wo Recipients Found UP alert E Carnate Vega UK yega idnsz com is UP 08 Sor 2007 06 57 PM 0 039 Seconds Result Wo Recipients Found Parsing may fail because e No recipient address was found in the e mail
342. r Manage Email Queues Manage Rules Manage Breaklines Insert Email Queue Insert New Rule Email Bans Catch 4All Rules ht Parser Log You will be presented with a list of all the e mail queues configured for the system as shown below kayako 420 Whether or not a user needs to register an account before The department to being able to send e mails to which parsed e mails tickets are created in this queue and have them parsed as tickets Page 1 of 1 a Quick Search Options Email Queue List 2 Ins E sales mycompany cam POPS Sales Mo Edit Delete d sUpporta mycompany cam Pipe General Yes Edit k W Delete Page 1 of 1 How e maill trom this e mail address The e mail address for this e mail queue is fetched To delete an e mail queue click on the corresponding delete icon Selecting multiple queues by checking the corresponding check boxes will open the mass management menu as shown below Using this menu queues can be mass deleted Under the Advanced Search tab queues can be searched for by address priority ticket status and the department to which the queue creates tickets in Under the Settings tab the number of queues shown per page if there are many can be limited Mass Action dyvanced Search Settings ef Delete Email Queue List amp 8 support mycompany com Pipe General To edit an e mail queue click
343. r that counts how many hours the ticket has not had a reply for will only run during the schedule hours associated with the ticket s SLA plan This allows you to run effective opening hours we refer to them as schedules of different types ensuring that tickets do not get Submitted out of your opening hours and run overdue SLA plans in SupportSuite and eSupport provide a powerful and effective mechanism by which you can make sure you and your desk staff maintain certain support standards for certain clients across a department or set of departments They can also be combine with escalation rules see escalations to escalate in some way when becoming overdue such as moving department changing priority changing status or assigning to a specific staff user and so on An SLA plan can be assigned to a user account to a specific ticket or apply to an entire department A plan can also be specific to a group of ticket priorities and statuses Within a department Mail parser rules see mail parser can also be used to assign an incoming ticket or ticket reply a certain SLA plan In order to implement an SLA plan you must first set up your schedules see schedules kayako 459 Schedules A schedule can be thought of as opening hours You can create multiple schedules for different purposes such as Support Department Hours and Sales Department Hours A schedule is then assigned to an SLA plan When a ticket has
344. r documentation on the required fields for creating a new label Teamwork label fields Label Details Label Title Enter the Label Title Label Type Specify the Label Type The Label will appear only under the specified Type Display Order Enter the Display Order for this Label All Items are sorted in Ascending Order Label Color You can specify a color to associate with this Label Different colors allow for easy differentiation between Labels Po 1 thaw e Label Title a title for this label e Label Type for what type of teamwork data item will this label apply to and be available for e Display Order the order by with labels are displayed in the staff control panel e Status Color a color can be set for the label This is used as the text color for whenever this label is printed in the staff control panel kayako Managing teamwork categories Categories can be used in contacts and events appointments as shown below Type Public Private Initials Email 2 Category Business Competition Personal IP Favorites Hot Contacts Key Customer Mobile EE Be EEEE 2 EF None Business Personal Objectives Location Label Ideas International Phone Calls Time amp Expenses To view and manage categories 1 Click on Manage Categories under the Teamwork menu as shown below A list of all of the categories available for teamwork data types will be
345. r Log entries Any entry which is larger than the specified size will not have its content stored This allows you to keep size of log entry table to absolute minimum Update Settings e Enable Logging if enabled a log will be kept of all e mail coming into the system and how the parser handled the incoming e mail Raw copies of e mails are also stored in the parser log To view the parser log see parser log e Log Churn Time In Days the number of days after which the logs will be purged from the system e Max Log Entry size In Kilobytes the maximum allowed size for a parser log entry Any e mail who s content makes up a size larger than this value will not be stored in the parser log Click on the Update Settings button to save the setting changes kayako 342 Live support For more information on the live support integration see live support in the staff control panel Staff CP Settings for Live Support Live Support Staff CP Settings Display Live Support Tab in Staff CP ves On This Option allows you to toggle the Display of Live 0 Support tab in Staff CP e Display Live Support Tab in Staff CP if enabled the live support tab will be displayed and accessible within the staff control panel see navigation menu bar in the staff control panel Visitor and chat Visitor amp Chat Settings Client Chat Refresh Time Time after which the Chat Data will be refreshed In Seconds Lower
346. r creating and editing knowledgebase articles General support center General Support Center Knowledgebase Settings Display Knowledgebase Widget yes Ono Toggle the Display of Knowledgebase Widget in Client support Center Enable Article Rating Oves O i BS No This Option allows you to Enable Disable Rating of Articles by Clients Count Articles under Sub Categories If Enabled SupportSuite will count articles under Sub Ores Ono Categories Whenever you insertupdate an article under a category This process can be taxing on your server if you have a highly nested knowledgebase Override Category Display Order Field If Changed The Selected Display Order will be used when Sorting the Categories in the Cllent Support Center If Default Display Order is selected Then the Display Order specified when creating Categories will be used Default Display Order Category Order of Display Ascending Override Article Display Order Field If Changed The Selected Display Order will be used when Sorting the Articles in the Article List If Default Display Order is selected Then the Display Order Default Display Order specified when creating the Knowledgebase Article will be used Article Order of Display Ascending kayako 348 e Display Knowledgebase Widget if enabled the knowledgebase widget will be displayed in the client support interface see what is a widget in the frequently asked quest
347. r display order set here e Is Required if enabled the system will return an error if the field is submitted a blank when in use in an interface e User Editable if enabled the user will be able to modify the field applies only to user registration and user ticket creation group types e Staff Editable if enabled any staff user will be able to modify the field regardless of whether it is a user field or a field intended for staff control panel use such a task list field e Regexp Validation although not required a regular expression string can be entered here When the field is outputted into an interface such as at ticket creation any data entered into this field will be validated against this expression If validation fails the system will return an error stating that the data entered is not valid For more information on regular expressions see www php net preg match kayako 409 Custom field usage examples This section details example uses of each group type of custom field i e where the field is intended for such as at user registration or ticket creation At user registration Register Please fill in the fields below to register for 4 new account Once registered you may have to Validate your Email Qddress to enable your account General Details buttons have been used to Password fe allaw the registering user Password Again rd to select whether they are a regular client or
348. r manual 91 Accessing the staff control panel 92 Interface quick reference 93 Dashboard 94 Ticket listing 95 Ticket view 97 Dashboard 99 Staff status 101 Department and ticket tree 102 Quick insert menu 103 Navigation menu bar 104 Calendar overview 105 Today overview 106 Instant article search box 108 Staff user preferences 109 Changing your password 112 Your work schedule 113 Tickets 114 Listing tickets 115 Organizing and searching tickets 129 Ticket handling 151 Users and groups 211 Groups 212 Users 217 Mass mailing users 225 Live support 227 Messages 228 Chat History 232 Advert tracking 235 Canned messages 238 Tag generator 242 Teamwork 247 Calendar 248 Contacts 253 Task List 257 Knowledgebase 261 Managing knowledgebase categories 262 kayako Managing knowledgebase articles Viewing and moderating user comments Importing and exporting articles Knowledgebase reports Downloads Managing downloads categories Managing downloads View and manage download comments Download reports Troubleshooter Building a troubleshooter Viewing and managing troubleshooter comments Importing and exporting troubleshooters Troubleshooter reports News Managing news articles Managing news subscribers View and moderate news comments Importing and exporting news subscribers Administrator control panel user manual What is an administrator Accessing the administrator control panel Staff status Staff Teams Staff users Mass maili
349. r the Ticket Locks Once the specified timeline expires the lock icon will not be displayed e Enable Post Based Ticket Locking the post based ticket locking system displays in real time another staff s reply to a ticket if two staff users begin replying to a ticket at the same time e Threshold for Post Ticket Locking any update made after this threshold will not be displayed e Enable Disable Ticket Locking if enabled the ticket locking system will be activated e Ticket Lock Timeout In Seconds once this time has expired and the staff user viewing the ticket has not made an update such as refreshing the page or replying the lock icon will no longer be displayed for this ticket kayako 340 Mail parser POP3 IMAP fetch settings Settings for Mail Parser POP S IMAP settin Maximum Number of Messages to Process in Single Pass Specify the Maximum Number of Messages to Process in a Single Pass Once the Mail Parser reaches this limit rt will end the message processing and the rest of the messages In inbox if any will be processed when the cron action is executed again Message Size Limit In Kilobytes 2045 Specify the Message Size Limit for the Messages Received via POPS SIMAP Any Message which is larger than the specified size will be rejected It is required that the size you specify here be less than the php memory_limit setting In your php ini otherwise your messages might get stuck in the pops
350. r will be able to modify the field applies only to user registration and user ticket creation group types kayako 407 e Staff Editable if enabled any staff user will be able to modify the field regardless of whether it is a user field or a field intended for staff control panel use such a task list field e Regexp Validation although not required a regular expression string can be entered here When the field is outputted into an interface such as at ticket creation any data entered into this field will be validated against this expression If validation fails the system will return an error stating that the data entered is not valid For more information on regular expressions see www php net pregq_ match e Option Values enter the field selections here Custom field The custom field type allows you to construct your own field area using HTML code The HTML code you use must be created by yourself and inserted into a template by yourself all the custom field type creates here is a data entry point for data entered into this field Once entered the system takes over handling of the data and stores it in a database The data from this field is viewable within the staff control panel as with any other field The only difference is that the field is not automatically inserted into an interface When writing the HTML code for this custom field type the fieldname you must use in the code Should be the same as that
351. receive an indication as to whether or not the user is typing text nor will the user receive an indication that you the staff user is typing text e Use Department Title rather than Staff Name if enabled the name of the staff user chatter will be taken from the live support department s name rather than the staff user s actual name see staff user preferences for a staff user s real name in the staff control panel Offline messages Enable Message Forwarding Toggle whether SupportSuite should forward the Oves No Messages received to another Email You can use this feature to forward message to third party email systems If Set Any New messages received will be forwarded to the specified email with their FROM Email set to the users email Delete Message after Forwarding OF On If Enabled The Message will be deleted automatically Re i after being forwarded e Enable Message Forwarding if enabled offline messages sent to the system for example if live support is not available or after a chat session has ended can be forwarded to an external e mail address set in the Message Forward Email setting kayako 344 e Message Forward Email the e mail to which offline messages are forwarded dependant on the Enable Message Forward setting e Delete Message after Forwarding if enabled the offline message will be deleted from the offline message s databases in the staff control panel For more see
352. redefined Options Due In Minutes LI oF T Staff User is replying to the ticket Last Update 95 I am another staff user and I am in the middle of writing a reply to this ticket Follow Up Odd Note Email Options Ticket reports The ticket reports system features a series of ticket and service related reports to give service level response time and work level reports across a period of time a list of staff users and or a list of departments To access the ticket reports menu 1 Open Tickets on the navigation menu bar as shown below edReplies Alertts Filters Reports Work Summary Department Summary Service Level Report Staff User Response Time Report 2 Open the Reports sub menu 3 Select a Report Work summary kayako 207 The work summary report gives a day by day and hour by hour work summary for one or more Staff users during a period of time Work Summary Staff List Select the Staf Members to generate the Work Summary Report for staff User Another Staff LI Test Date From 1102 2007 Date To 11 02 2007 Generate e Staff List the staff members for which you wish to generate the work summary report e Date From the date from which you wish to generate the report e Date To the end date to which you wish to generate the report Click on the Generate button to generate the report A part of a work summary report is shown below kayako
353. responder message confirming the receipt of a new Issue Queue Settings e Queue Subject Prefix by default all outgoing e mails associated with a ticket will be prefixed with the ticket s ticket ID such as UYT 32624 If an additional prefix is set here it will be added to the prefix for the e mail subject as YOUR PREFIX UYT 32624 e Queue Signature if set this signature will be appended to the end of all outgoing e mails sent under this e mail queue including staff replies e Registration Required if enabled this setting will force all users to have already registered via the client support interface or by opening a ticket by e mail to another e mail queue where registration was not required before being able to send e mails to this queue address e Enable New Issue Autoresponder if enabled an auto responder will be issues to a user who creates a new ticket using this e mail queue Ticket Fields Department General Specify the Department under which new Tickets will be created Ticket Status Select the Ticket Status for this Queue Any new Tickets under this Queue will be created using this Status Ticket Priority Select the Ticket Priority for this Queue This is not related to Priority of an incoming Email Any new Tickets created under this Queue will be assigned the selected Priority Ticket Fields e Department the department in which tickets parses from e mails sent to this e mail qu
354. rivate Select the Category Type Public Categories and its responses are visible to all Staf Members Private Categories can be viewed by only the Staf Member who created them Category Fields e Category Title the title of the new category e Parent Category the category that the new category will be placed under Leaving this set to Parent Category will create the new category at the root e Category Type a public category is available to all staff users A private category is available only to yourself Managing canned message replies To view and manage canned message replies 1 Open Live Support on the navigation menu bar as shown below kayako 240 Home Tickets Live Support Teamwork knowledgebase Downloads Messages Chat History Ad Tracking Canned Tag Generator Canned Responses Insert Manage Categories Manage Responses gt Quick Jump j ro Manage Categories sco Iecnnnse po g g Insert Response Gb Insert Category Response Title J Insert Response ba Insert Category Enter the Canned Response Ti 7 Manage Responses 2 Open the Canned menu 3 Click on Manage Replies You will be presented with a list of canned message replies as shown below Canned Response List F 4 test canned message response Example canned URL push Selecting multiple replies by checking the corresponding check boxes will open the mass manag
355. rmissions News e Can View News Widget if set to no users of this group will not be able to view the News widget on the support desk home page Searching for tickets by user group Tickets can be quickly searched for by group directly from within the group management areas To view a user group 1 Open Users on the navigation menu bar as shown below Logged In Staff User Support Center Admin CP Knowledgebase Downloads Troubleshooter News Users age Users Manage Groups Insert User Insert Group Mass Mall 2 Click on Manage Groups 3 Click on the name of a User Group On the right hand side of your interface note the Group Options menu From here you are about to search for tickets by the user group currently in view and by status as shown below kayako Home l Tickets Manage Users Group Options A Search Tickets Delete Group Quick Jump 7 Manage Users TaT Manage Groups Ad Insert User oad Insert Group oa Mass Mail F Manage Groups Insert User Insert Group Mass Mail gt User Groups Edit Group Group Title an Closed Enter the User Group Title Group Type Select the type of User Group SLA Plan You can link this user group to an SLA Plan for the Ticket Module This allows you the tickets generated by the users under this group will always be handled in the period Tickets can also be searched for using the advanced search too
356. rol panel kayako 492 Tasks log A guide to the tasks log can be found in the logs section see logs kayako 493 Database Through the SupportSuite eSupport and LiveResponse administrator control panel basic database operations can be performed such as optimization and backing up kayako 494 Maintenance repair and optimize To repair or optimize the database tables 1 Click on Repair Optimize under the Database menu as shown below Ey Database Repair Optimize Backup The entire database structure and all of its tables will be listed including statistical information on each table To repair a table click on the corresponding repair 4 icon see http dev mysql com doc refman 5 0 en repair html for more information on repairing MySQL tables To optimize a table click on the corresponding optimize icon see http dev mysql com doc refman 5 0 en optimize table html for more information on optimizing MySQL tables Scroll to the bottom of this page and you will see two buttons Repair All and Optimize All as shown below Clicking either will perform the respective action on all of the tables 0 98 KB 0 61 KB 0 05 KB 0 093 KB 1 018 09 KB 0 17 KB 0 17 KB 0 00 KB Repair 4l Optimize All kayako 495 Backup database dump To download a MySQL dump file of the SupportSuite eSupport or LiveResponse database 1 Click on Backup under the Database me
357. rs If set to private the task will be viewable only by yourself e Start the start date of the task Click on the calendar icon to open the date selector e Complete the percentage completion of the task e Status the status of the new task Task statuses are managed from within the administrator control panel e Owner who owns the task particular important if set to private see Task Type above e Due the due date of the task the date after which the task will be marked as over due Click on the calendar icon to open the date selector e Label a label for the task Task labels are managed from within the administrator control panel e Priority the priority of the task Under the Misc tab notes can be attached to the task as shown below General Misc Custom Under the Custom tab custom fields managed from within the administrator control panel are available kayako 260 Click on the Insert button to create the task Marking a task as complete When viewing a task click on the Mark Complete button to mark the task as completed as shown below Task Optians Teamwork Tasks Edit Task Invoice 24356 followup af Mark as Complete pa General Misc Custom E Delete Task Subject Invoice 24356 followup Online Staff Sta Task Type public private Owner Staff User we User start asfo7fz2007 zl Due osfoofz007 zl v Complete Label
358. rt Teamwork Manage Tickets Search New Ticket Predefined Replies Ticket Options gt Manage Sales Open About your website Y Flag Ticket Q SLA Plan Mark Due fi Options a Export Filter Tickets View All Post Reply Forward Y U4O0 97435968 Unassigned Flag ticket Clicking on this menu will open a list of available flags that can be used to flag the opened ticket as shown below For more information on ticket flags see ticket flags OO SupportSuite Manage Tickets Search New Ticket Predefined Replies Alerts Filters Ticket Options Manage General Open Test IDS 780955 Flag Ticket Wa Purple Flag KI SLA Plan a Red Flag Mark Due ee Grange Flag 23 Options Yellow Flag a Export wee Blue Flag Green Flag Forward Follow Up Billing 4dd Notes General Filter Tickets View All iF Filter Staff User 1 Posted on 15 Jan 2007 12 35 AM All on hold tickets eee Hello Clear Flag ontents B E Email test asf com 5 Labels ag amp new label Page 1 of 1 cy General Yooper Example label 13 Back SLA Plan kayako 153 The SLA Plan menu allows you to assign an SLA plan to the user who created the ticket or to the ticket itself as shown below For more information see SLA in the administrator control panel O SupportSuite Home Tickets Live Support Teamwork Manage Tickets Search New Ticket Predefined Replies
359. rticle Refer to the knowledgebase article fields section for documentation on the required fields for a new knowledgebase article Knowledgebase article fields Article Details Subject Yet another example article Enter the Article Subject Article Status Select the Article Status Published Visible to both Staff amp Clients Private Visible to only Staff Draft Marked as Draft and not visible to Clients Display Order Specify the Display Order for this Article All Items are sorted in Ascending Order Parent Category Parent Category Select a Parent Category for this Article You can select Examole Category One multiple categories by holding the CTRL Key and clicking on a Category Title Example Category Two Example Category Three Insert Article Article Details e Subject the title of the article e Article Status if set to published the article will become visible to client users via the client support interface If set to private the article will be visible only to staff users via the staff control panel If set to draft the article will not be visible to client users but will still be editable by staff users e Display Order the display order of the article Articles are listed within categories according to their display order e Parent Category if the article is to be placed under a category it is set here e Article Contents the contents of the article HTML is allowed here
360. ry Type The Category will appear only under the specified Type Display Order Enter the Display Order for this Category All Items are sorted in Ascending Order e Category Title a title for this category e Display Order the order by with categories are displayed in the staff control panel e Status Color a color can be set for the category This is used as the text color for whenever this category is printed in the staff control panel kayako 485 Logs SupportSuite eSupport and LiveResponse keep certain system logs in the database that date back to a certain amount of time These logs can be used to review and troubleshoot what is happening in the system internals kayako 486 Task log To view the scheduled tasks log 1 Click on Task Log under the Logs menu as shown below 23 Logs Task Log gt Parser Log You will be presented with the log of all executions of scheduled tasks as shown below Fimo First lt 4 5 6 7 6 gt Lasts fe Quick Search Options Task Logs Tl ka lt lt eee a eS Hourly System Cleanup SUCCESS 15 pr 2007 10 12 PM Daily System Cleanup SUCCESS 15 pr 2007 10 12 PM Ticket Module Actions Escalations Cleanup SUCCESS 15 pr 2007 10 11 PM etc Fee First lt 4 5 6 7 8 gt Lasts To delete a specific task log entry click on the corresponding delete E icon Selecting log entries by checking the corresponding check boxes will open the ma
361. s This Option equals to the Maximum Number of File 4trachments a user can upload at once ves O Mo ves O Mo wo O Yes Alo Yes D Mo l e Can Specify Custom Recipients if enabled the client when creating a ticket via the client support interface can specify additional third party recipients for the ticket For more information on third part recipients see CC BCC and third party recipients in the staff control panel e Enable Instant Response System IRS if enabled suggested knowledgebase articles will display in real time search underneath the client s ticket field according to what is being typed The articles that appear may be of relevance and may find the answer to the client s question before a ticket is submitted e Maximum word count for IRS the maximum number of words after which IRS Instant Response System will stop searching the knowledgebase e Enable Captcha for Ticket Submission if enabled users will be required to enter the text into a text field of a visually distorted image This is an effort to prevent automatic registrations e Tickets to display per page the number of tickets the user will see listed when viewing his or her ticket history in the client support interface kayako 333 e Ticket Post Order for Client Support Center the order by which tickets will be listed by in the user s ticket history area of the client support interface e Allow Users to U
362. s by checking the corresponding check boxes will open the mass management menu as shown below Using this menu rules can be mass deleted Under the kayako 426 Advanced Search tab rules can be searched for by Under the Settings tab the number of rules shown per page if there are many can be limited Mass Action dyvanced Search Settings Search Rule List Rule Title Sort Order Rule Type Mail Delivery iy ope s Failed Discard 1 Pre Farse viagra Spam w i S Discard Fre Farse To edit a parser rule click on the corresponding edit Ef icon From here you will be able to edit the rules settings and actions for the selected parser rule Rule Title Viagra Spam Discard Enter the Rule Title Stop Processing Rules Ay On If enabled other Rules will not be processed ee if the criteria specified below is met Specify the Sort Order for this Rule Rules are always processed in 4scending Order e Rule Title a title for the rule e Stop Processing Rules if enabled if this rule is processed no other rules will be processed after it rule processing will halt e Sort Order rules are sorted and executed in ascending order according to this sort order A rule of sort order 1 will be executed first Now configure the rule criteria and the rule actions to be performed pre parse or post parse Creating a new parser rule To view and manage parser rules 1 Click on Insert New Rule under Mai
363. s how often the client s chat frame browser based will refresh A number closer to 1 will considerably increase the server load e Visitor Page Refresh Time the value here measures in seconds the time between each visitor data refresh when being tracked using the LiveResponse Client Application e Chat Window Width the width of the client s chat window e Chat Window Height the height of the client s chat window e Display Number of Chats in Queue to Visitor if enabled and if the visitor is placed ina chat queue he or she will be told how many chats are in the queue preceding them e Cache HTML JavaScript Code enabling this setting will cause the JavaScript code used to generate live support status icons see live support status button for a website in the staff control panel etc to be cached Caching the JavaScript reduces the load on a busy support desk e Number of Chat Round Robin Retries when a chat request comes into the LiveResponse Client Application the system will notify each available staff user in turn as to the new chat request If the staff user does not accept the chat within the time set in the Number of Seconds after each Retry the system will try the next staff user e Number of Seconds after each Retry the number of seconds that each staff user is tried for related to the Number of Chat Round Robin Retries setting above e Show User is Typing if enabled you will not
364. s are managed and configured in the administrator control panel see departments in the administrator control panel Ticket status Every ticket has a status The system default ticket statuses are Open Closed and On Hold As well as having a default set of statuses it is also possible to create custom statuses see statuses in the administrator control panel Viewing tickets by status Tickets can be listed by status by clicking on a respective ticket status on the department and ticket tree if the visibility of the status on the department and ticket tree has been set to visible within the administrator control panel see departments in the administrator control panel as shown below Filter Tickets A view All F Filters a C5 All on hold tickets af 9 Example filter ml Labels oF 4 new label is oF Example label 1 cy General i Open 1 kayako 130 Tickets either hidden from the department and ticket tree or not can also be viewed by status using ticket filters Changing the status of a ticket To change the status of multiple tickets from within a ticket listing 1 Select one or more tickets by checking the corresponding check boxes 2 On the mass management menu as shown below click on the Status menu John Edwards oO Chris Read 0 _ iy Prio On Hold Closed 3 Select a Status for the ticket s 4 Click on the Go button to proceed with the changes To change the st
365. s com John Edwards 3 48 Registered A chris read com ayaa eer 2 rer Registered O 4 test asf com Teler 1 ra TE Page 1 of 1 3 F Legend D validated Validation Pending A user s account can also be validated and deactivated when viewing an account To view an account click on the user s e mail address from the manage users list as shown above Under the user options menu as shown below 1 Open the Mark As menu 2 Click on Validated to validate the account or Validation Pending to deactivate the user s account OO SupportSuite Home Manage Users 3 User Options id Create Ticket A Search Tickets af Mark As i Options EJ Delete User gt Quick Jump 7 Manage Users Tr Manage Groups Ad Insert User oad Insert Group ca Mass Mail Online Staff Staff User kayako Tickets Manage Groups Live Support Teamwork Knowledgebase Insert User Insert Group Mass Mail Users Edit User Lisa Roberts Edit Tickets 1 Chats 04 Ticket Reports 4 Validated 4 Validation Pending _ Enter the User s Password Password confirm Enter the User s Password again to confirm User Group Select the User Group for this User User Type Select the User Type A User classified as a Manager can view all assigned User Group SLA Plan You can link this user to an SLA Plan for the Ticket Module This a tickets generated by this user will always be handled in the requi 225 Re
366. s for documentation about the settings and properties for the different field types Creating a new custom field To view and manage custom field groups 1 Click on Insert Field under the Custom Fields menu as shown below Options jeg Settings Templates Aal Languages E Custom Fields Manage Groups Manage Fields gt Insert Group Insert Field p s Live Support cy Mail Parser 2 Tickets You will be presented with a series of field type options as shown below kayako 395 Field Details Custom Field Group My custom User Registration group Field Type _ bl Text Select this Field Type if you wish to create a Text Input Field O bbl Text Area Textarea Fields allow you to create multi line Text Inputs Select which custom field group you want x P d ba Passwor the new field to be created in Select this Field Type if you want to create a Password Input field Checkbox This Field Type allows you to create a list of checkboxes O Radio This Field Type allows you to create a list of radio buttons toggle buttons Select Select this Field Type to create a Select input box Select Multiple Select this Field Type to create a Multi Select input box Custom Custom Fields allow you to create a basic entry for custom fields in SupportSuite However you will have to add the required HTML code yourself in the ticket submit templates Refer to custom field types for documentat
367. s present within the system as shown below Page 1 of 1 Quick Search Options Custom Field Groups E Group Title i Group Type Display Order A ales Example Br fed aroun Teamwork Event 1 nother L field group Ticket Time Tracking Page 1 of 1 To delete a group click on the respective delete J icon To add a field to a group click on the respective add field icon see managing custom fields Add Field edit Add Field E Edit to Delete i Delete Selecting multiple groups by checking the corresponding check boxes as shown below will open the mass management menu as shown below Using this menu groups can be mass deleted Under the Advanced Search tab groups can be searched for by group title Under the Settings tab the number of groups shown per page if there are many can be limited kayako 391 Mass Action dyvanced Search Settings Custom Field Groups Th Group Title Group Type Display Order A Options Example field a Teamwork Event 1 a Add Field E Edit W Delete E Another eee Ticket Time Tracking J Add Field edit Delete To edit a field group click on the respective edit Ei icon You will be presented with the editable fields for this group as shown below Refer to custom field group fields for documentation on the required fields for editing a custom field group Creating a new custom field
368. scroll down to Database specific Privileges as shown below LDatabase specific privileges Database Privileges Grant Table specific privileges Action Mone Add privileges on the following database Use text field L 13 Using the drop down menu select the newly created database kayako_suite 14 You will be taken to a permissions set up page as shown below Database specific privileges Check All Uncheck All Note MyoQl privilege names are exoressed in Eagish Structure Administration GRANT LOCKE TABLES CREATE ALTER INDEX DROP CREATE TEMPORARY TABLES REFERENCES CREATE VIEW SHOW VIEW CREATE ROUTINE ALTER ROUTINE EXECUTE 15 Ensure that the database user is given all database permissions click on the Check All link 16 Click on the Go button to save the database user s privileges You have no created a new database and assigned a new user to this database You should have the following information recorded kayako 21 e Database name e Database user s username e Database user s password Using the MySQL CLI command line interface Login to your MySQL Command Line Interface using the root access account in order to create a new database and create a new database user 1 First you need to login to the MySQL console interface Once logged in you should have something similar the following output
369. se Agreement License Agreement LICENSE GRANT you means the person or company who is being licensed to use the Software or Documentation We us and our means Kayako Web Solutions SupportSuite eSupportyLiveResponse SyncwWorks is the program whose license and usage are detailed in this agreement also referred to as Product in this agreement TITLE We remain the owner of all right title and interest in SupportSuite eSupport LiveResponse SyncWorks and related explanatory written materials Documentation ARCHIVAL OR BACKUP COPIES You may copy the Product for back up and archival purposes orovided that the original and each copy is kept in your possession and that your installation and use of Product does not exceed that allowed In this agreement TERMS OF USAGE Copyright 2001 2007 Kayako Infotech Ltd 3 Review the license agreement Click on the I Agree button to continue SupportSuite Username fo ae Your vi administrator Password a al Username and password Product esupport v2 3 5 Database Host Database Name Database Username Database Password Next kayako 53 4 Enter your or a administrator username and password into the fields as indicated to below These administrator details must be those created for your v3 installation a Select eSupport v2 3 5 from the drop down menu titled Product b Enter the database host database name
370. se choose fic problems 281 Support Center Troubleshooter I want to contact you gt By instant messenger You would like to contact us by instant messenger Options AJL Messenger Client l selects their MSNM Messenger option Yahoo Messenger ICQ Messenger O SupportSuite Support Center Troubleshooter I want to contact you gt Yahoo Messenger You can contact us by adding the contact Yahoo ID company support oN To your messenger 7 Clhent ends up at their resolving article Trouble shooter categories and steps are managed from within the staff control panel kayako 282 Building a troubleshooter A troubleshooter category contains troubleshooter steps Steps are arranged in a tree form for example QO SupportSuite Support Center Troubleshooter I want to contact you gt I want to contact you You would like ta contact us Client selects their Options step C By e mail By telephone By instant messenger O By live chat OO SupportSuite Support Center Troubleshooter I want to contact you gt By instant messenger You would like to contact us by instant messenger Options HOL Messenger Client l selects their MSM Messenger option Yahoo Messenger ICQ Messenger In the above two diagrams the steps are ordered in the following way Category I want to contact you e Step By e mail O e Step By telephone O a e Step B
371. se f contents the original phrase definition will be Saved acfsysintro 385 Switch language Account Status Account Status If you have any further questions then do let us know If you have any further questions then do let us know We are changing the status of this ticket to Closed as we have not received a response from you in We are changing the status of this ticket to Closed as we have not received a response from you in hours hours This message is regarding your Ticket ID S This message is regarding your Ticket ID To switch language click on the Language Jump link as indicated above To create a new phrase in the current language pack click on the Add Phrase link also indicated above When redefining the contents of a phrase the original contents of that phrase is saved allowing you to go back and revert to the original at any time Click on the Update button to save any changes to phrases you have made Searching phrases To search phrases 1 Click on Search Phrases under the Languages menu as shown below kayako 386 3 Options fag Settings Templates al Languages Manage Languages Manage Phrases gt Insert Language Search Phrases Import Export Custam Fields Po Live Support You will be presented with a search form as shown below Enter your Search Query Search Type Please selec
372. se installation use localhost as the hostname DB Name the name of the database containing the third party application user database DB User the username with which to connect to the database specified in DB Name DB Password the password for the DB User Click on the Update button to save the changes kayako 376 Importing and exporting templates Template groups can be exported as template packs exporting all of the template group settings and actual templates into one XML file These template files can be backed up moved to other installations or shared This same XML file can also be imported directly into your SupportSuite eSupport and LiveResponse installation You can download template packs that have been released by community members at the Kayako forums http forums kayako com 1 Click Import Export under Templates on the Options menu as shown below x Options Settings Templates gt Manage Groups Manage Templates gt Insert Group Search Templates LoginShare Import Export Restore Templates Diagnostics al Languages Custam Fields a Live Support cy Mail Parser 2 Tickets You will be presented with both import and export options as shown below Export Templates Template Group default Select the Template Group from which the Templates will be exported Filename supportsuite 3 10 02 templates x Specify the Export Filename Export Options Export All Te
373. searching for updated templates see restoring templates in the administrator control panel kayako 51 Upgrading from eSupport v2 3 5 to a v3 product In order to perform an upgrade from eSupport v2 you must first ensure that your eSupport version is at v2 3 5 If it is not you will first have to upgrade eSupport v2 before you can proceed with the v3 upgrade From this point on this guide assumes that your eSupport v2 is v2 3 5 In order to upgrade from eSupport v2 3 5 to SupportSuite or eSupport v3 you must first complete a full installation of the v3 software see installation We will then treat eSupport v2 3 5 as a third party product from which we will tmport data from into the new installation of v3 The only eSupport v2 3 5 component that will be required for the upgrade is the database name and database user s username and password in which the eSupport v2 3 5 data is held Note Attachments to tickets will be lost during the upgrade Step one Install version 3 Follow the procedure outlined in the installation guide in installation Step two Use Impex to import the eSupport v2 3 5 data 1 The Impex script is run from the Setup menu found in the setup directory of your v3 installation www yourdomain com yourinstallpath setup setup Upgrade Modify Impex Copyright 2001 2007 Kayako Infotech Ltd kayako 52 2 Click on the Impex link OO SupportSuite Details Kayako End User Licen
374. see if fcache directory is writable Checking ta see if files directory is writable Checking PHP Yersion Minimum Requirement 4 3 0 Enter an administrator s tus of Short PHP Tags username and password here Uploads Checking for PHP Sate Checking for MySQL Current Version Username Password Copyright 2001 2007 Kayako Infotech Ltd 5 Click on the Next button to continue with the upgrade Supportsuite 3 10 02 05 Mar 2007 01 14 55 AM 5T ABLE OK OK OK OK OK OK Off INSTALLED 3 10 02 6 All of the database amendments and updates will be made automatically Upon successful completion a Your version is now up to date message will be displayed 7 You must now delete the setup folder from your FTP server as a security measure You will receive warnings if you do not do this step Step five Checking for updated template files Because a SupportSuite eSupport or LiveResponse update may also contain updated templates as well as updated files it is necessary to check for templates that require a revert back to the new updated original version of the template in order to implement a change brought by the upgrade Template reverting is not performed automatically because the process will cause any customizations to a template to be lost Therefore template reverts must be performed manually For more kayako 44 information on template reverting and searching for updated templates
375. sending a registration e mail To resend a user s registration e mail containing their e mail address and ticket key password 1 Open Users on the navigation menu bar as shown below Home Tickets Live Support Teamwork knowledgebase Manage Users Manage Groups InsertUser Insert Group Mass Mall 2 Click on Manage Users You will be presented with a list of user accounts registered within the system as shown below Click on a user s e mail address to view the user s account From within the Options menu as shown below click on Resend Registration Email Home Tickets Live Support Teamwork knowledgebase Manage Users Manage Groups Insert User Insert Group Mass Mail User Options gt Users Edit User Lisa Roberts l Create Ticket l Edit Tickets 1 Chats 04 Ticket Reports G4 Search Tickets Full Name af Mark As Enter the Full Name of the User 9 Options E Resend Registration Email C Delete User C Enter the User s Passwor Password confirm Quick Jump Enter the User s Password again to confirm 7 Manage Users User Group l Select the User Group for this User TaT Manage Groups User Type za Insert User Select the User Type 4 User classified as a Manager can view all as Insert Group assigned User Group Mass Mail SLA Plan i You can link this user to an SLA Plan for the Ticket Module This tickets generated by this user will always be handled in the requi
376. sert Contact InsertEvent Insert Task February 2007 gt Teamwork Calendar Today Sun Mon Tue Wed Thu Fri Sat Work Week Week Month 2 Click on Insert Event You will be presented with an event creation interface as shown below General Misc Custom Event TYPE public Private Sele sot leone ert on Activity Type Ocal appointment Leeation e Subject the title of the new event e Event Type if set to public the event will be viewable by all staff users If set the private the event will be viewable only by yourself e Start the starting time and date of the event Click on the calendar icon to open the date selector e All Day Event if checked the event will be marked as All Day and will not have a stop and start time e Activity Type whether the new event is an appointment or a call A call event type will be Shown on a calendar with a small phone b icon indicating the event type e Status whether the event is planned has been held or is not held Custom statuses are managed from within the administrator control panel kayako 252 e Owner the owner of the event e End the ending time and date of the event Click on the calendar icon to open the date selector e Category the category the event will be placed under for example Business or Personal Custom categories are managed from within the administrator control panel e Location a field t
377. specific to this department kayako 316 Refer to department fields for documentation on the required fields for editing a department Creating a new department To create a new department 1 Click on the Departments tab on the navigation menu bar as shown below QO SupportSuite Home Staff Departments Manage Departments Insert Mew 2 Click on Insert New You will be presented with all the configurable settings specific to the new department Refer to department fields for documentation on the required fields for creating a new department Department fields Enter your Department Title Multiple Departments with the same tithe are allowed Display Order This is the default display order in which the items are displayed The list is sorted in Ascending Order Type Public Private Specify your Department Type Private Departments are not visible in the Support Center Meau Select the Module to which this Department will be assigned Template Groups bb Customize Select the Template Groups to which this Department will be assigned This Department will be visible under only the specified Template Groups Insert Department e Title the title of the department e Display Order the display order of the department This display order will define the order in which the departments are displayed in the client support interface and the staff control panel e Type if set
378. specified as shown below Field Details Field Title Custom field type The Field Tithe is displayed beside each field in the User and Staff sections Use this to denote what the field is about Specify the description of the field Specify the Field display order If there are multiple fields Under the specified Group they will be sorted according to the specified display order in 4scending Mode Is Required Oye n Whether or not the Field is required If enabled the User ce will be reguired to fill in the Field before the data can be processed User Editable O Y M Whether or not the User can modify the Field information Re Staff Editable O l Yes Mo Whether or not the Staff can modify the Field information Here you can specify a custom Regular Expression to Validate the field input Insert Field e Field Title the main title of the field e Field Name the name of the field This must be all one word and when referencing the field name from HTML code as described earlier is case sensitive kayako 408 e Default Value when the field is outputted into an interface the default value will already be present in the field unless changed e Field description a description of the field designed to be more descriptive and longer than the Field Title e Display Order where more than one field is displayed as part of a group of fields they are listed according to thei
379. srJocal psa admin sbin backupmng gt dev inul 2 gt amp 1 E i 0 1 usr ocal psa ibewec modules watchdog cp send report weekly Step three Configuring the cron job We will set up this new cron job to run every five minutes on every hour of every day of every week of every month A value between 5 and 10 minutes is recommended to ensure the internal cron system is run effectively particularly if you use POP3 and IMAP fetching if you do not a bigger interval will suffice 1 Enter 5 into the Minute field this means every 5 minutes 2 Enter into the Hour fields for every hour of the day 3 Enter into the Day of the Month field for every day of the month 4 Enter into the Month field for every month of the year 5 Enter into the Day of the Week field for every day of the week kayako 80 6 Into the command field enter the command wget O dev null http www mydomain com support_install cron index php 7 Click on the OK button to save the settings You can now log out of the control panel as the task will start running automatically kayako 81 Cron jobs in DirectAdmin Control Panel The following procedure explains how to set up a scheduled task using the DirectAdmin Control Panel version 1 2 The scheduled task that we will set up will execute the wget command to load the cron index php page that will run the SupportSuite eSupport or LiveResponse internal
380. ss Action 4dyvanced Search Settings _ Filter List E Filter Title A 4 All on hold tickets Public E cat Delete 4 Example filter El Edit Filter Type Options Page 1 of 1 For more information on the field and criteria options for ticket filters see creating a ticket filter Listing all tickets that match a filter Ticket filters can be executed directly within the SupportSuite interface without having to create a customized view Executing a ticket filter will list all tickets that match a filter s criteria 1 Under the department and ticket tree shown below click on the filter name you wish to filter tickets by Filter Tickets A View All a Filters l Example filter Clicking here will execute the General Example filter listing all BD Open 1 tickets with criteria matched by this filter Ticket filters are created and managed within the staff control panel For more information on ticket filters see ticket filters Ticket labels A ticket label can be attached to a ticket A label can have a name and a color When a label is attached to a ticket the labeled ticket will have the following properties 1 The ticket will show a small colored indicator on a ticket list corresponding to the color set for the label as shown below kayako pport Teamwork knowledgebase Downloads Ticket Predefined Replies Alerts Fi
381. ss management menu as shown below Using this menu log entries can be mass deleted Under the Advanced Search tab log entries can be searched for by title or by status Under the Settings tab the number of rules shown per page if there are many can be limited Mass Action dyvanced Search Settings L Status Execution Time Hourly System Cleanup SUCCESS 15 Apr 2007 10 12 PM Daily System Cleanup SUCCESS 15 Apr 2007 10 12 PM Ticket Module Actions Escalations Cleanup SUCCESS 15 Apr 2007 10 11 PM etc kayako 487 Parser Log To view the mail parser log 1 Click on Parser Log under the Logs menu as shown below Task Log gt Parser Log How long the parser logs are kept for can be specified in the parser log options see parser log options You will be presented with the logs of all incoming e mails that have come into the mail parser and their status a successful parse or a failure or a drop Teens 1 2 3 4 5 gt Lasts Quick Search Options Parser Logs Email Subject amp Result Date Parse Time CityHunter cam Result Created Reply 4339 to 15 Gor 2007 11 30 AM 0 974 Seconds Ticket WCH S39788 Fi New Item Not Received Dispute Case PP 274 154 1278 Result Created Ticket PRO S59530 15 Spor Z007 11 29 AM 1 658 Seconds Gut of Office Auto Reply Result Created Ticket 15 4pr 2007 02 20 AM 0 423 Seconds HR A 41 7 609 DOWN alert E Carnate Vega UK yega idnsz com is DOWN 08 S
382. ssigned b Select the ticket s Department c Select the ticket s Status d Select the ticket s Priority e Set a Due time for the ticket f Enter the amount of Time worked on the ticket g Attach a Note to the ticket or the user s account h Add a Follow up action for the ticket Click on the Submit button to release the ticket and perform the property changes Ticket due times Ticket due times can be set both manually and automatically by the system A case where a ticket may have it s due time set automatically is if the ticket applies to a certain SLA plan see SLA in the administrator control panel A ticket s due time can also be set manually when viewing a ticket as shown below Set the due ng Add Motes Release History 1 Chats 0 Audit Log Edit time of the Status Priority pa ticket Open Y Medium ov 1 Clear the time Template Group default Previous Ticke Click on the calendar icon as shown above to open the date selector kayako 200 When a ticket becomes overdue i e the due time expires the ticket will be marked as such in the ticket listing and the ticket will also appear on the dashboard of the staff control panel as shown below Overdue Tickets a IDS 6095s Test Staff User U40 924568 About your website Staff User YRT 584563 Another ticket from me Staff User Statistics id New Tickets T L New Chats T Today Mews 14 When a
383. statuses Managing teamwork priorities Managing teamwork labels Managing teamwork categories Logs Task log Parser Log Scheduled tasks Tasks log Database Maintenance repair and optimize Backup database dump Diagnostics Active sessions Cache info PHP info MySQL info Report bug License info Mobile staff control panel interfaces PDA staff control panel interface Ticket listing Managing tickets Viewing a ticket Replying to a ticket Kayako SMS gateway Buying credits Frequently asked questions What is a widget What is Zend Optimizer and IonCube How do I disable comments in the client support interface kayako 8 466 467 468 469 470 474 477 481 485 486 487 490 492 493 494 495 496 497 498 500 501 502 503 504 505 506 507 509 510 511 512 513 514 515 516 9 Support resources 517 kayako 10 Installation upgrading importing and system configuration Copyright 2001 2009 Kayako www kayako com kayako 11 System requirements Please visit http www kayako com solutions system requirements php to view the system requirements for our products kayako 12 Installation This procedure outlines all of the steps necessary for you to perform a brand new installation of SupportSuite eSupport or LiveResponse In this guide we are installing the product SupportSuite However all of the steps are equally applicable to eSupport
384. stem maintains the past correspondence anyway This system also saves on database space search times and parsing times After the parser had snipped the e mail reply at this breakline point the stored reply would look like below E mail reply from Ted sent to Support Username ted Password 1234 To view and manage existing breaklines kayako 434 1 Click on Manage Breaklines under Mail Parser on the Options menu as shown below Options jeg Settings Templates Aaj Languages Custom Fields a Live Support bay Mail Parser Manage Email Queues Manage Rules Manage Breaklines Ww Insert Email Queue Insert New Rule vw Email Bans Catch 4ll Rules haa haa Farser Log You will be presented with a list of all the current breaklines saved in the database The breaklines shown below are added by default Page 1 of 1 DO O O Quick Search Options Breakline List D iginal Message I Delete Original Click on the Insert link ful Delete to add a new breakline z i Delete i Delete i Delete Page 1 of 1 To delete a breakline click on the corresponding delete E icon To add a new breakline to the database click on the Insert link indicated above An entry area will appear on the same page into which you can enter a new breakline Selecting multiple breaklines by checking the corresponding check boxes will open the mass management menu as shown below Using this menu
385. stered and part of any other user group will be able to login to this support desk under this template group Enable Password Protection C i l Yes Mo Toggle Password Protection for this Group SupportSuite uses the HTTP 4uthentication method if Password Protection is enabled Enter the Password for this Template Group This is only required if Password Protection is enabled above password Confirm Enter Password to Confirm Password Protection e Enable Password Protection if enabled no user will be able to access the client support interface under this template group without entering the password see below set in the Password field kayako 365 Authentication Required x i Enter username and password For Enter Group Password ak https ww ecarnate com E L User Mame No username or Password any username nets to be entered here only Use Password Manager to remember this password d i F the password kayako 366 Managing templates TO manage templates within a group 1 Click on Manage Templates under Templates on the Options menu as shown below x Options Settings Templates gt Manage Groups Manage Templates gt Insert Group Search Templates LoginShare Import Export Restore Templates Diagnostics al Languages Custom Fields i Live Support Ey Mail Parser E Tickets Templates within a template grou
386. sts into different pages with each page having a specified number of posts Number of Posts Per Page in iew Ticket Page Enter the Number of Posts displayed on one Page in the view Ticket page This option applies only to PDS Interface Order of Display for Ticket Posts Select the Display Order for Ticket Posts under the View Newest First Ticket Page e Enable Pagination for Ticket Posts if enabled ticket postings will be paginated across a number of pages for example 10 ticket posts per page can be displayed when viewing a ticket e Number of Posts Per Page in View ticket Page the number of posts to be displayed per paginated page when viewing a ticket this setting depends on the Enable Pagination for Ticket Posts setting e Order of Display for Ticket Posts the order of display for ticket posts when viewing tickets in PDA interface to the staff control panel Staff CP Settings Restrict New Ticket Creation to Assigned Oves Brno Departments If Enabled System will prevent the staff from creating new tickets under departments to which they are not assigned Enable Instant Response System IRS ryes On IRS feature displays realtime Knowledgebase oe suggestions before the replying to a ticket e Restrict New Ticket Creation to Assigned Departments if enabled staff users will not be able to create new tickets inside departments to which they are not assigned see creating a ticket sen
387. t 1 Select the tickets you wish to attach a label to 2 The mass management menu bar will be opened as shown below kayako 140 Tickets List Default View a 2 Test IDS 780955 Staff User 1 fd 27hseam 1doh4em Goout your website 0 1 O0 a E B i n U20 924368 Staff User 4d4h43m Overdue Options wot Assign To Move t Status Priority Mo Label Page 1 of 1 new label Example label Mo Flag Purple Flag Red Flag Orange Flag Yellow Flag Blue Flag Green Fla 3 On the Labels Flags menu select the appropriate label 4 Click on the Go button to submit the changes to the tickets To attach a label from within a ticket view 1 Click on the ticket s ticket information bar to make the bar editable as shown below General Post Reply Forward Follow Up Billing Add Notes Release History 2 Chats 3 Audit Log Edit Labels 02 07 2007 Example label 2 Click on the Labels menu 3 Select one or more Labels 4 Click on the Submit button to proceed with the changes Going back to the ticket list you will see that a new flag has appeared for this ticket denoting that a label has been attached to it as shown below kayako pport Teamwork knowledgebase Downloads Troubleshooter Ticket Predefined Replies Glerts Filters Reports e General Open Eo Views Labels Mass Acti
388. t No e mail queue found Catch all rule found for supportd damain cam No catch all rule found Logged in the parser logs E mail discarded 419 E mail queues An e mail queue is required for each e mail address that you wish to accept e mails through that will then go on to be parsed as tickets or ticket replies For more information on the parsing process see mail parser An e mail queue can be created that will handle e mail that is piped into the system piping is the automatic pushing of an e mail by the server into your installation of SupportSuite or eSupport An e mail queue can also be set up that will poll a POP3 or an IMAP e mail box at intervals where the e mail is not pushed but fetched The difference between piping e mail being pushed and polling e mail being fetched e Piped e mail is fairly instant in terms of receiving an e mail e Polled e mail is fetched every 10 minutes by a scheduled task an automated task that can only run when a SupportSuite or eSupport page is loaded Please note that automatic POP3 and IMAP fetching is disabled by default For more information on the internal cron system scheduled tasks see scheduled tasks Managing e mail queues To view and manage e mail queues 1 Click on Manage Email Queues under Mail Parser on the Options menu as shown below Options Settings Templates Aal Languages E Custom Fields p s Live Support gy Mail Parse
389. t Settings 56 7 8 121 Staff User 03 Apr 2007 05 32 PM Edit U Delete F 07 123 45 99 Staff User 03 Spr 2007 05 32 PM Edit to Delete 123 45 67 89 Staff User 03 Apr 2007 05 32 PM Edit U Delete To edit a ban entry click on the respective edit icon From here you will be able to edit the IP address entered for the ban as shown below u i date Visitor Ban IP Address 56 7 5 121 Enter the IF Address that you wish to ban Manually adding a ban To add a new visitor ban 1 Click on Visitor Bans under the Live Support menu as shown below 3 Options oa Settings Templates Languages f Custom Fields i Live Support visitor Bans Ey Mail Parser lt a Tickets SLA You will be presented with a list of all visitor bans that are currently in place AM Irinht CY DAAA DAAA Kaura IA aAnanar A A AAAA _ ry V Ke WEY LUU Z J K ava ke Y WAAN k avaKo Co n JV I kUJI aya AY aAnJ LvOJ LUNU VV VV VV kayako 416 Insert Visitor Ban IP Address Enter the IP Address that you wish to ban Enter the IP Page 1 of 1 address to Visitor Ban List be banned Insert O 56 7 6 121 pps Taar 03 Apr 2007 05 32 PM Edit Delete 87 123 45 99 link 03 Apr 2007 05 32 PM Edit Tol Delete 03 Apr 2007 05 32 PM Edit Delete 123 45 67 89 Click on the Insert link shown above and enter the IP address for the new ban followed by cl
390. t Disposition inline Rrnrwvrinht A ONN4 NAAA KAALA ARARA auaka RKN Copyright 2001 2009 Kayako www kayako com kayako 490 Scheduled tasks SupportSuite eSupport and LiveResponse operate an internal cron system which performs things such as POP3 IMAP mail fetching every 10 minutes system cleanups and follow up ticket actions However this internal cron system cannot continuously run and execute by itself In order for the internal cron system to execute a page in the client support interface or staff control panel must be loaded For a busy support desk the risk of the internal cron system going stagnant is low However if your support desk is not busy and you use POP3 IMAP e mail fetching it is highly recommended you set up a system side cron job to frequently load the cron index php page in your SupportSuite eSupport or LiveResponse installation For more information on creating system side cron jobs see setting up cron jobs in the installation guide To view and manage scheduled tasks 1 Click on Manage under the Scheduled Tasks menu as shown below Fa Scheduled Tasks gt Manage Task Log A list of all of the installed scheduled tasks and their statuses will be displayed as shown below Task List Title Next Run Last Run Runs Every Options Hourly System 16 pr 2007 01 11 4M 16 4pr 2007 12 33 4M 1 Hourts gh Run E Disable Cleanup e 16 Apr 2007 04 01 PM 15 Apr 2007 10 12 PM 1 Day s
391. t and then the due time was set by the system for the new ticket A logged action performed by the system will have an Entry Type of System Some system actions include automatically setting a due time according to an SLA plan or automatically closing a ticket if auto close has been enabled from within the administrator control panel The following actions will be logged by the audit log kayako 196 e New Ticket Created By X log of the ticket creation e New Reply Created By X log of a ticket reply by the client or a staff user e New Forward Message Created By X the ticket and some of or all of the reply contents have been forwarded by a staff user e Ticket Owner Changed From X To Y the owner of a ticket has been changed the ticket has been reassigned e Ticket Priority Changed From X To Y the priority of the ticket has been changed e Ticket Status Changed From X To Y the status of the ticket has been changed e AUTO CLOSE Ticket Status Changed From s To s the auto close system configured within the administrator control panel has been triggered and has changed the status of the ticket e Ticket Department Changed From X To Y the ticket has been moved to a different department e Ticket Escalated under Rule X a ticket escalation path has taken effect e Setting Due Time To X the due time of the ticket has been set e SLA Plan Set To X the ticket has been assigned an SLA plan e
392. t entry appointment in the calendar o Teamwork task the fields apply to a task entry The following ticket related group types introduce a new field that allows you to select for which department the custom fields are applicable to o Staff ticket creation the fields apply to staff ticket creation within the staff control panel o User ticket creation the fields apply to client ticket creation within the client Support interface o Staff amp User ticket creation the fields apply to both client and staff creation e Display Order the display order of the group If you have more than one custom field group that applies to the same Group Type the order that the field groupings are listed in will go by this display order value kayako 393 Managing custom fields To view and manage custom field groups 1 Click on Manage Fields under the Custom Fields menu as shown below 3 Options jeg Settings Templates Aal Languages A Custom Fields Manage Groups Manage Fields gt Insert Group Insert Field p s Live Support ey Mail Parser 2 Tickets You will be presented with a list of all custom fields in the system across all custom field groups as shown below Page 1 of 1 Quick Search Options Field List C Field Title Group Title Field Type ae Display Order Options E Client Type User Registraiton group Radio 1 E Edit i Delete aie User Groups group a
393. t the search type Code amp Text Code amp Text Searches both the phrase code and the text Code Searches just the phrase code Search Language English U 5 W Select the language for search e Search Query the terms that you want to search inside the phrases for e Search Type if set to code only the reference code the name of the phrase will be searched for If set to code and text both the phrase names and the phrase contents will be searched for e Search Language select the language pack in which you want to perform the search Click on the Search button to perform the search The search results will be returned in a fashion similar to the phrase listing seen in managing phrases within a language pack kayako 387 Importing and exporting languages Language packs can be exported from the system including all customized phrases and imported using XML files To import and export language pack files 1 Click on Import Export under the Languages menu as shown below 3 Options Settings Templates ial Languages Manage Languages Manage Phrases Insert Language Search Phrases Import Export Er iS Live Support Custom Fields 14 You will be presented with an export and an import option as below Export Language Language English U 5 Select the language for Export to ML Export ML Import Language Language XML File Browse Upload the Language
394. t you take a MySQL backup either via your control panel software such as cPanel or Plesk Control Panel phpMyAdmin or via command prompt To take a MySQL database dump backup file via the MySQL CLI command prompt use the following command e mysqldump opt Q u dbusername p databasename gt path to backupname sql If your MySQL server is hosted externally you can use this command to connect to it and take a backup dump e mysqldump opt Q h hostname u dbusername p databasename gt path to backupname sql Step two Getting the files See downloading the package in the installation guide kayako 46 Step three Uploading the files See uploading the files in the installation guide Step four Uploading the new license key file See activating your license and downloading the key file and upload the key php file in the installation guide The key php file that currently resides on your web server must be replaced with the new SupportSuite key php file Step five Editing the config php file See editing the config php file in the installation guide Step five Running the upgrade script This procedure will describe how to upgrade from eSupport to SupportSuite This procedure is almost identical to that of upgrading from LiveResponse to SupportSuite With the newest files uploaded to your web server you can now proceed to run the upgrade script 1 The upgrade script is run from the Setup menu found in the
395. tate augue risus ultrices tortor in interdum tellus Export XML exports an XML data file of the ticket details and replies as shown below kayako lt xml version 1 0 encoding UTF 8 7 gt lt XML Generated On O1 Feb 2007 lt ticket gt lt ticketid gt lt CDATA 2 gt lt ticketid gt lt ticketmaskid gt lt I CDATA Uzo0 924368 gt lt ticketmaskid gt lt departmentid gt lt I COATA L 3 gt lt departmentid gt lt department gt lt CDATA Sales gt lt department gt lt ticketstatusid gt lt COATAL i gt lt ticketstatusid gt lt ticketstatus gt lt CDATA GQpen gt lt ticketstatus gt lt priorityid gt lt CDATA 3 gt lt oriorityids lt priority gt Ticket body The figure below details a typical ticket reply post body kayako 157 158 7 Ticket posters Author Curntents full name John Edwards 4 Posted on 18 Jan 2007 01 22 PM USER Lorem ipsum dolor sit amet consectetuer adipiscing elit Praesent diam enim varius sed imperdiet in tincidunt vel magna Staff or User Bsent nulla Mauris auctor Vestibulum indication pede imperdiet vel pulvinar id or vitae neque Reply with quote button Yestibulum eu nulla at est dictum semper Etiam suscipit lacinia nisl Quisque orna l aifend vulputate augue risug The posters IP address From left to right Print Ticket wr in interdum tellus sem
396. tatuses are displayed in the staff control panel e Status Color a color can be set for the status This is used as the text color for whenever this status is printed in the staff control panel kayako 474 Managing teamwork priorities A priority can be used in a task as shown below OWner Staff User w Label None Priority None Low Normal High To view and manage priorities 1 Click on Manage Priorities under the Teamwork menu as shown below Teamwork Manage Status Manage Priorities Manage Labels Manage Categories Insert Status Insert Priority Insert Label Insert Category A list of all of the statuses available for teamwork data types will be listed as shown below Page 1 of 1 Quick Search Options Prio rity List Insert Priority EJ Edit Delete Normal E edit E Delete C x High E edit TH Delete Page 1of1 kayako 475 To delete a priority click on the corresponding delete J icon Selecting multiple priorities by checking the corresponding check boxes will open the mass management menu as shown below Using this menu priorities can be mass deleted Under the Advanced Search tab priorities can be searched for by title Under the Settings tab the number of priorities shown per page if there are many can be limited Mass Action 4dyvanced Search Settings Priority List 7 2 Insert Prio rity H Priority Title Opti
397. te or select the Closed radio button if no hours are worked on this day Click the Update button to save your edited work schedule kayako 114 Tickets The ticketing features of SupportSuite make up one of the major components of the system ticketed help support The client user can submit a ticket via the client support interface through form or if an e mail pipe has been configured in the administrator control panel the user can submit a ticket through e mail When a new e mail is sent with a new subject a new ticket is created All e mail replies to this e mail Subject which contains by this time a ticket ID will be appended to the same ticket The client can log in to the client support interface and review all correspondence to and from their e mail address and staff users can log in to the staff control panel to review tickets such as move their department respond to tickets change a ticket s status and much more A ticket comes with the following properties e A department where the ticket is located A typical set of departments would be Sales Billing and Support e A status open closed and on hold are the default statuses e A priority low medium high critical and emergency are the default priorities e A label labels or tags can be attached to tickets staff use only e A flag a colored flag used to flag tickets staff use only e Notes notes for view
398. te see above contents and press the submit button Back Menu kayako 611 Kayako SMS gateway The Kayako SMS Gateway is an automated web based SMS messaging service powered by Clickatell www clickatell com The system allows you to purchase SMS credits within your customer area and seamlessly integrate your SupportSuite eSupport or LiveResponse installation allowing your installation to use your SMS credits to send specified alerts to staff users world wide Before you can use SMS alerts in your system you must first follow these steps 1 Purchase SMS credits see buying credits 2 Enable the Kayako SMS Gateway on your system see SMS Gateway 3 Enter your mobile cellular phone number under your staff preferences see staff user preferences 4 Set up some ticket alert rules that will send out an SMS message to one or multiple staff users see ticket alerts kayako 512 Buying credits To buy SMS credits 1 Login to your Kayako customer area at http members kayako net kayako Members Area Login or Register Welcome to Kayako Members Area Please enter your email and password to login below If you are not ri entering the required information below Existing Clients Email poses Pho st Password 2 Click on the SMS Gateway tab as shown below 3 From here you have the options to purchase 100 credits or 250 credits 4 Your credits are activated as soon as you have c
399. ted on your settings window kayako WGET i E Task Schedule Settings Security Scheduled Task Completed M Stop the task if it rune for F2 hourfs 0 roiriute s Idle Time Only start the task if the computer has been idle for at least minute s IF the computer has not been idle that long retry for up to adl minutels minutele Stop the task if the computer ceases to be idle Power Management M Don t start the task if the computer is running on batteries Jf Stop the task if battery mode begins Wake the computer to run this task cancel Apo _ Step five Set the schedule 1 Switch to the Schedule tab kayako 87 WGET eal Task Schedule Settings Security h Every 1 hours from 00 00 for 1439 minutes every day starting 11 04 2007 Schedule Task Start time Daily 00 00 Schedule Task Daily Even day ls M Show multiple schedules OF Cancel Apply 88 2 To have this task run every day starting at midnight set the scheduled task to run Daily with a start time of 00 00 3 Now we will proceed to configure the scheduled task to run repeatedly throughout the day Click on the Advanced button Advanced Schedule Options x Start Date Wednesday April 11 2007 l End Date F Repeat task Even E hours Unti Time f Duration 23 hours 59 S minute s
400. tes Post Reply Forward kayako 193 The add notes action can be used to Add a note to a ticket or user For more information on ticket and user notes see ticket and user notes General Post Reply Forward Follow Up Billing dd Notes Release History 1 Chats 04 Audit Log Edit In amp Minutes w Eo C General 4dd Notes Mote Options Note Type 6 aa P Lontents Post Reply Forward The post reply action can be used to Post a ticket reply to the ticket For more information on ticket replies see replying to a single ticket General Post Reply Forward Follow Up Billing dd Motes Release History 1 Chats 04 udit Log Edit In amp Minutes vw F General Add Notes Post Reply Quick Insert 3 Quote SF Predefined Replies F Knowledgebase Contents Forward The forward action can be used to Forward the ticket to an address For more information on ticket forwarding see forwarding a ticket Copyright 2001 2009 Kayako www kayako com 194 General Post Reply Forward Follow Up Billing dd Notes Release History 1 Chats 0 udit Log Edit C General Add Notes Post Reply Forward Clicking on the binoculars 4 icon will open up a contacts search window allowing the search of addresses stored in the contacts list and user accounts as shown below Looky p lds a Users a Chris Read The search will be performed as you type
401. test news announcements will be listed in the ticket autoresponder sent to a user after raising a new ticket e Check the Message ID for Staff Replies enabling this setting adds an extra layer of security and makes sure the replier is a valid staff user However it requires that the end mailing client sends the In Reply To header which right now is not supported by all clients including popular wireless handheld clients This setting is related to the Enable Two Way Email Processing setting e Set Ticket ID In Subject for Outgoing Mails if enabled the ticket ID will be prepended to the outgoing e mail s subject It is highly recommended this setting be enabled so to ensure the system can track which replies belong to what tickets RSS View Syndication Poo WOVE IIL Enable RSS Syndication for Ticket Yiews vyes O BS Ho This Option allows you to Enable Disable the RSS Syndication of Ticket Views kayako 334 e Enable RSS Syndication for Ticket Views if enabled RSS syndication of ticket lists within the staff control panel will be activated see RSS feeds of tickets in the staff control panel Also see what is an RSS feed in the frequently asked questions SLA Settings Clear Overdue Time for Tickets when Staff yve Ono Replies If Enabled The SLA Overdue time will be cleared automatically whenever a staff replies to a ticket 4 New overdue time will be calculated when the Client Replies
402. tgoing mails authored by this Staff Member Optional Fields This fields are not required and are optional e Mobile Number the staff user s mobile cellular phone number This number will be used to integrate with the Kayako SMS Gateway if enabled see Kayako SMS gateway e Signature the signature specified here will be appended to all outgoing ticket replies made by this staff user Use Group Departments O yves No If enabled the Department access permissions of the selected Team will apply to this Staff Member Assigned Departments General Tickets You can specify custom access General Live Support permissions if the Group access option z Tickets above is not enabled Insert Staff Assigned Departments e Use Group Departments if enabled department permissions specified in this staff user s assigned team assigned in Team on this same page will be used for this account If disabled permissions specified to this user account will be used e Assigned Departments if Use Group Departments is enabled the departments to which this staff user can access are specified here kayako 313 Mass mailing staff TO mass mail staff users 1 Click on the Staff tab on the administrator control panel navigation bar as shown below Home Departments Manage Staff Manage Teams Insert Staff Insert Team Mass Mail 2 Click on Mass Mail Using the mass mail utility you are able to
403. they will not receive a bounce e mail message For more information on the sequence of parsing operations made by the mail parser see mail parser To view and manage e mail bans rules 1 Click on Email Bans under Mail Parser on the Options menu as shown below Options ie Settings Templates al Languages Custom Fields A Live Support cy Mail Parser Manage Email Queues Manage Rules Manage Breaklines Insert Email Queue gt Insert New Rule Email Bans Catch All Rules Parser Log You will be presented with a list of all the currently banned e mail addresses as shown below Page 1 of 1 Quick Search Options es Insert ban e Emall Ban List 2 Insert Ban E Banned Email abuse user email com Staff User 14 Apr 2007 04 02 PM Edit ll Delete C Eg aspammer email com Staff User 14 Apr 2007 04 01 PM Ei Edit id Delete Page 1 of 1 To delete an e mail ban click on the corresponding delete E icon To insert a new e mail ban click on the Insert Ban link as indicated to above kayako 441 Selecting multiple e mail bans by checking the corresponding check boxes will open the mass management menu as shown below Using this menu bans can be mass deleted Under the Advanced Search tab bans can be searched for by address Under the Settings tab the number of bans shown per page if there are many can be limited Mass Action dyvanced Search Settings
404. thin each department o Clicking on the name of a status will display all tickets set to the corresponding status For more information on statuses see ticket status The ticket count within each department A red icon if there is a newly updated ticket within the department or a yellow icon if there are no newly updated tickets within the department Each tree on this menu is expandable and retractable This means that clicking on the or icon at the top of each tree will respectively expand or retract that menu Likewise clicking on the icon at the top right of the tree content box will expand retract all menus respectively kayako 103 Quick insert menu 3 Quick Insert J Ticket a Contact Sal Event Task a3 Article a File Hers The quick insert menu provides one click access to forms enabling you to insert or create new items within the system Ticket create a phone or an e mail ticket send an e mail For more information see creating a ticket Contact create a new contact For more information see contacts Event insert a new event into the calendar For more information see teamwork Task create a new task For more information see teamwork Article create a new article and insert it into the knowledgebase For more information see knowledgebase File create a new file and insert it into the downloads database For more information see downl
405. tion in List setting RSS interface EIA Enable RSS Interface for Downloads O i ie M If Enabled Your Clhents will be able to subscribe to RSS j Feeds for Specific Categories in Downloads Link Directly to File Download yes Ono If Enabled The RSS Link will point directly to File Download If Disabled It will point to the File View Page Instead Update Settings e Enable RSS Feeds for Downloads if enabled RSS feeds of file download categories will be made available via the client support interface See what is an RSS feed in the frequently asked questions e Link Directly to File Download if enabled the link to the file in the RSS feed will link directly the file If disabled the link will take a user to the file view page within the client Support interface Click on the Update Settings button to save the setting changes kayako 356 News For more information on managing news articles see news in the staff control panel General Settings for News General News Settings Display News Tab yes Ono This Option allows you to toggle the Display of News Tab In Staf CP Enable WYSIWYG Editor Oves No This Option Enables Disables the wWwYSIwYG What rou See is What You Get HTML Editor for the Mews Management Pages e Display News Tab if enabled the troubleshooter tab will be displayed and accessible within the staff control panel see navigation menu bar in the
406. title or contents Under the Settings tab the number of articles shown per page if there are many can be limited kayako 265 f Quick Search Options Page 1 of 1 Mass Action dyvanced Search Settings a mu 07 Mar 2007 12 27 AM our tray example article Another article OF Mar 2007 12 27 AM Published B n article Page 1 of 1 Legend B Published private 2 Draft gE Has Comments 04 Feb 2007 09 15 PM Fublished To view and edit an article click on the article s title Refer to the knowledgebase article fields section for documentation on the required fields for a knowledgebase article Clicking on the Filter button allows you to filter the article list by category as shown below Filter Filter via Category To filter the Knowledgebase Articles to a Single Category please select the desired category from the box and click the Filter button Parent Category Page 1 of 1 Ie Yet another example article B Another article The filter button Draft A I A Published 04 Feb 2007 09 15 PM Published B n article Create a new knowledgebase article To create a new knowledgebase article 1 Open Knowledgebase on the navigation menu bar as shown below kayako 266 7 a Home Teamwork Knowledgebase Downloads Manage Categories Manage Articles Quick Jumper Insert Category Insert Article 2 Click on Insert A
407. to Increase security against spoofing attacks Examples for Email Subjects Sequential 23 Subject Random 460 123456 Subject Maximum Number of Attachments when Replying You can Customize the Maximum Number of Attachments a Staff can Attach by changing the value here It is recommended that you Increase your Upload max_filesize setting in your php ini toa Show Third Party Replies to User Overs Bs Ho If Enabled Your User will be able to view all Third Party replies under the Client Support Center Default Ticket Status for Client Reply Specify the Default Ticket Status to set when a Client Replies the system will automatically change the status to the specified one List Recipients Before Replying yes Ono If Enabled SupportSuite will display the list of added recipients in a ticket This adds an overhead of additional SQL query in the ticket listing page e Enable Post Preview in Ticket List when viewing a ticket list in the staff control panel a preview of a ticket s contents can be viewed by hovering the mouse over a ticket If enabled this functionality will be present Enabling this setting may increase the server load when listing tickets particularly on a heavy usage support desk e Ticket ID Type if set to random each newly created ticket will be assigned a random ticket ID If set to sequential the ticket ID will start at 1 and increase from this value It is recommended this value b
408. tory Ad Tracking Canned x Quick Jump gt HTML Button HTML Button Email Signature tah Text Link m H T i B Fy E tto Fi HTML Code HTML Code kayako knowledgebase Downloads Tag Generator E HTML Button a Email Signature big Text Link a Visitor Tracking 244 2 Open the Tag Generator menu 3 Click on E mail Signature You will be presented with a create e mail signature form as shown below HTML Button HTML Code HTML Code Copy this HTML Code to all the locations that you wish to track your visitors from This HTML Code will print an Online or Offline status Image automatically depending upon the status of Staff Members x Custom Settings Department All Departments If a specific department is chosen here SupportSuite will only use this department for determining the Online Offline status of Staff Members Customers will also only be able to choose this department when requesting a chat MOTE This means that if all the Staff Members in this department are Offline even if other Staff Members are available the customer will be told that live support is unavailable e HTML Code this code needs to be placed within your e mail signature e Department if you want this live support status graphic to display only the availability of a specific department set it here Depending on the status of each department the default buttons appear as the following Live
409. tracking or billing information has been added to the ticket e Processed under Parser Rule X the e mail was received and processed under the parser rule before being processed into a new ticket e Ticket Merged With X ticket has been merged with another e Deleted Ticket Ticket ID s Subject s Fullname s Email s ticket has been deleted Ticket assignment and ownership A ticket can be owned by or assigned to a particular staff user When a ticket is assigned to a staff user only that staff user will be able to view the ticket unless the staff user explicitly chooses to view tickets not assigned to themselves see customized ticket listing view When a ticket is assigned to a staff user the staff user will receive an e mail notification of ticket assignment When viewing a ticket listing tickets that are assigned to yourself will be indicated by a red star as Shown below New Ticket Predefined Replies Alerts Filters Reports gt Manage General Open Seta views Labels Mass Action Tickets List Default Views Subject Ticket ID Last Replie oa g4 Test I DS 780953 o 0 About your website O 1 2 0 UFO 924368 Page 1 of 1 star indicating ticket ownership Assigning a ticket To assign a ticket from within a ticket view kayako 198 1 On the ticket information bar click on Owner as shown below General Post Reply Forward Fol
410. ttings Example To Destination Name lt destinationemail domain caom gt Destination Email contains E o This Criteria matches the Destination Email Address The Destination Email Address is fetched from the To attribute in an incoming Email The Destination Email Address is usually of the Queue under which the Ticket was created unless unless this has been changed under the Queue settings Example To Destination Name lt destinationemail domain com e The Destination name and e mail fields are also Known as recipient name and recipient e mail address i e to what name and what address the e mail is being sent Reply To Name contains IP This Criteria matches the Reply To Name The Reply To Name is fetched from the Reply To attribute in an Incoming Email Example Reply To Reply To Name replytoemail domain com gt kayako 429 Reply To Email contains PO This Criteria matches the Reply To Email Address The Reply To Email Address is fetched from the Reply To attribute in an incoming Email Exarnple Reply To Reply To Name lt replytoemail domain com gt e Please note that the Reply To fields are optional e mail fields Quite often they are not present Even modern e mail clients do not yet fully support the Reply To fields x Subject i contins wD CCC Matches the Email Subject x Recipients S Matches the Email Recipients There can be multiple recipients to an incoming email
411. ue will already be present in the field unless changed e Field description a description of the field designed to be more descriptive and longer than the Field Title e Display Order where more than one field is displayed as part of a group of fields they are listed according to their display order set here e Is Required if enabled the system will return an error if the field is submitted a blank when in use in an interface e User Editable if enabled the user will be able to modify the field applies only to user registration and user ticket creation group types kayako 403 e Staff Editable if enabled any staff user will be able to modify the field regardless of whether it is a user field or a field intended for staff control panel use such a task list field e Regexp Validation although not required a regular expression string can be entered here When the field is outputted into an interface such as at ticket creation any data entered into this field will be validated against this expression If validation fails the system will return an error stating that the data entered is not valid For more information on regular expressions see www php net preg match e Option Values enter the field selections here Selection field drop down menu A drop down is a form field intended for listing many options in one condensed area of page space Clicking on the menu will expand a scrollable list of
412. uite Collation Collation Create Show MYSAL runtime adien Show MYSQL system variables Fracesses Character sets and Collations storage Engines Reload privileges Privileges Binary log Databases a Export i import H Log out qi 3 Click on the Create button to create the database kayako 19 4 If successful you will receive the following success message i Database kayako suite has been created SQL query CREATE DATABASE kayako suite Edit Create PHP Code 5 Click on the Home icon as shown below phpMyAdmin AHEHE 6 Find and click on the Privileges link 7 Click on the Add New User link as shown below e Add anew User 8 Select a username and password for this user and remember the details these will be used at a later stage It is recommended that you name the database user the same as the Kayako product database for consistency 9 It is recommended that you set the Host to localhost meaning that the only host with permissions to connect to this database is your web server and no external users e Add anew User Login Information Generate Password Po 10 Scroll down to the bottom of the page and click on the Go button to add the new user kayako 20 11 Now this new MySQL user needs to be given permissions to access the database we created earlier named kayako_suite 12 On the same page to which you were taken after adding the user
413. ular and have been downloaded the most times LS alee mle 4 ID File Title Filename rie Downloads ee 5 Document EAR 4 i ace E file pdf 5 Lin Document efee PP 7 file pdf 2 Document 0 00 2 ee 7 file pdf a 1 1 Document TE EN 6 53 EF document doc KE 1 mE 1 30 1 Test file Document txt MB 0 Another 0 00 2 Ge 7 file pdf e D The graph shows the IDs of the files followed by their percentage share of all file downloads The table to the right of the graph lists the files shown on the graph their number of downloads and their respective file information kayako Troubleshooter 280 The troubleshooter offers clients step by step problem solving using a story board of questions and answers a series of static interviews helping the user resolve their issue For example QO SupportSuite Support Center Troubleshooter Troubleshooter Categories Troubleshooters allow you to follow a series of questiop the category that is related to your area of interes Client selects their perform important procedures and read u Overy soy eRT Category 1 want to contact you You would like to contact us 4g Back OO SupportSuite Support Center Troubleshooter I want to contact you gt I want to contact you You would like to contact us Client Options selects their step By e mail By telephone By instant messenger By live chat kayako Plea
414. ule Title Regular Expression helpyae gi Enter the Regular Expression to match the Destination Email against Examples TAi t yourdomain comjsf Matches any Email Oddress that has a domain of yourdomain com f supportya j 36 i Matches support anydomain com where anydoamain com can be any specific value f a z2 a 20 9_ f ys lt o a 2 42 63 fi Matches any valid email address Sort Order The Order in which the Catch All rules are processed Email Queue suUpport mycampany cam Destination Queue to which the Emails will be sent if they match the above Regular Expression Update e Rule Title a title for the catch all rule e Regular Expression catch all rules work through my matching destination e mail addresses using regular expressions For more information on the regular expressions see www php net preg_ match e Sort Order catch all rules are sorted and executed in ascending order according to this sort order A rule of sort order 1 will be executed first e Email Queue specify the e mail queue to which the caught e mail should be transferred See e mail queues kayako 440 E mail bans If an e mail comes into an e mail queue from an address that is in the e mail ban database the e mail will be discarded and the action logged in the mail parser log The user who s e mail address was banned will not be notified that their e mail was discarded i e
415. ur domain incorrectly you will not be able to change it you will have to contact us to have it rectified If you plan on installing SupportSuite eSupport or LiveResponse to e www mydomain com supportdesk o The domain you must register here is mydomain com e www mydomain com customers support o The domain you must register here is mydomain com e http support mydomain com o The domain you must register here is support mydomain com e http support mydomain com support o The domain you must register here is support mydomain com kayako 14 e http clients support mydomain com o The domain you must register here is clients support mydomain com e http 82 133 21 88 support o The domain you must register here is 82 133 21 88 e http localhost 8888 o The domain you must register here is localhost If you have any doubts as to what you must enter in order to activate your license please contact Support see support resources Click on the Add button to register the domain You will be asked to confirm your entry as shown below The page at hitps members kayako net says o gt Are you sure you wish to register this domaint Double check the Domain to make sure it is correct and matches exactly the same style as described Cancel Click on the OK button to confirm your entry The page will then refresh and you should see your key php file for the domain you had just entered as shown below Version 2 Invoices
416. urself kayako 96 Messages Quick Search Options Staff User 26m19s 23hLl2m47 s Y Staff User 3h49m5s Lihiam2gy Test 6bhim54s 1ihi3m26s James 1 dishiim 2ah26mlis Statf User 64d9h3im Overdue ie e 8 the ticket shown here has been flagged see ticket flags kayako 97 Ticket view Post Reply Forward Audit Log Edit pa ia n ALLA se ee eee leot Th Owner UZ0 924368 Staff User General 23h20m555 Unassigne ff Hote by Staff User 17 Apr 2007 12 20 AM 18rmi1is LD Mung ultricies adipiscing libero Sed dapibus ipsum ac ante Mauris tortor Sed augue justo sagittis eu feugiat sed ornare vitae risus Proin mollis bibendum enim Fusce ut tortor Aliquam a erat sed erat pulvinar scelerisque Suspendisse nunc Vestibulum ante ipsum primus in faucibus orci luctus et ultrices posuere cubilia Curse Fusee in dui sed elit pharetra fingilla Sed st orgi Curabitur gravida ore id mi Sed urna Maecenas pellentesque est tempus quam Aenean ac orci Tm guam sed diam lacinia pharetra Fusce sapien libero rhoncus vitae viverra sed suscipit luctus nibh Aenean libero eros facilisis mollis vitae placerat nec quam Aliquam erat volutpat Vivamus pretium 2 Billing Entry for Staff User on 17 Apr 2007 12 16 AM Remote maintenance Worked 60 Billable Location From office remote Total Time Worked 60 Total Time Billed eee 1 l gt Author Contents Chris Read 4 Posted on 18 Jan 200
417. using the Plesk Control Panel version 8 The scheduled task that we will set up will execute the wget command to load the cron index php page that will run the SupportSuite eSupport or LiveResponse internal cron system to perform internally scheduled tasks such as POP3 IMAP e mail fetching cleanups and so on This guide assumes that the wget command is enabled for your system which will be by default for Linux and Unix systems but not for Microsoft Windows system For installing wget for Microsoft Windows see using Microsoft Windows Server 2003 The wget command simply loads or fetches an element such as a web page Step one Log in to the Plesk control panel 4 Enter your account s username and password 5 Press the Login button QO n W a g Please enter your login information Password Loo Interface Language User Default Forgot your password Powered by Virtuozzo All rights reserved Step two Adding a new cron job 1 Select System on the left menu 2 Select Crontab from under the Services section 3 Click on the Add New Task icon kayako 79 Server gt Crontab tasks ee Add New Task Preferences Show Crontab of root Send Crontab messages to address root s 1521996 onlinet Q Set Tasks A Remove Selected A Hide Search SSS QQ Search FP show al 15 Crontab tasks total Number of entries per page 10 25 100 ls Min H DM DW Command i 15 Ju
418. value increases Server Load isitor Page Refresh Time T Time after which the Visitor Data will be refreshed and polled back to server In Seconds It is recommended that you do not lower this value as it can increase server load considerably depending upon number of visitors you have on your site Chat Window Width Soo Specify the width of Clent Chat Window In Pixels Chat Window Height 450 Specify the Height of Client Chat Window In Pixels Display Number of Chats in Queue to Visitor yes No Toggle whether the Client should see the Number of other Chats ahead in queue Cache HTML Javascript Code ve O es Ho Toggle whether SupportSuite should send Cache headers to Client Browser Itis recommended that you do not change this value Number of Chat Round Robin Retries Number of times SupportSuite tries to look for an Online Staff If no Online Staff is found User is redirected to Leave a Message form automatically Number of Seconds after each Retry 10 Specify the Time SupportSuite waits between each Round Robin Retry In Seconds Show User is Typing ryes O l Bs Ho Toggle the Status of User is Typing feature Disabling it can reduce same server load Use Department Title rather than Staff Name Ove Bn If Enabled The System will display the Department Title rather than the Staff name in Visttor Chat kayako 343 e Client Chat Refresh Time the value here measures in second
419. vate stot i Complete Status None Not Started In Progress Completed Awaiting Info Deferred Planned To view and manage statuses 1 Click on Manage Status under the Teamwork menu as shown below kayako 470 Teamwork Manage Status Manage Priorities Manage Labels Manage Categories Insert Status Insert Priority Insert Label Insert Category A list of all of the statuses available for teamwork data types will be listed as shown below Page 1 of 5 Lis Status Mot Started 2 In Progress Completed ee Awaiting Info Deferred Planned Planned 2 Held Not Held Page 1 of 1 To delete a status click on the corresponding delete icon Edit E Edit E Edit Z Edit E Edit E Edit E Edit E Edit E Edit i ons Delete Delete Delete Delete Delete Delete Delete Delete Delete Selecting multiple statuses by checking the corresponding check boxes will open the mass management menu as shown below Using this menu statuses can be mass deleted Under the Advanced Search tab statuses can be searched for by title Under the Settings tab the number of statuses shown per page if there are many can be limited kayako 471 fe Quick Search Options Mass Action dyanced Search Settings In Progress Completed Awaiting Info 3 Deferred Planned Planned 2 Held Wot Held Page 1 of 1
420. vigation Bar if enabled when viewing a particular troubleshooter the user will see a list the list of popular troubleshooter categories on the navigation bar as shown below Lost Password Remember E Me Category List I want to contact you I cannot access my e mail My server is down Search Entire Support Site w Click on the Update Settings button to save the setting changes kayako 353 Downloads For more information on managing file downloads see downloads in the staff control panel Staff CP Settings for Downloads Downloads Staff CP Settings Display Downloads Tab yes On This Option allows you to Toggle the Display of 5 Downloads Tab in Staff CP e Display Downloads Tab if enabled the downloads tab will be displayed and accessible within the staff control panel see navigation menu bar in the staff control panel Support center Support Center Downloads Settings Display Downloads Widget yve On Toggle the display of Downloads Widget in Client j Support Center Display Popular Files Quick Bou Oves no If Enabled Popular Files Quick Box will be displayed in the Index Page of Client Support Center Maximum Number of Files to Display in Popular Files Quick Bou Display Total Download Count in Popular Files yes Own Quick Box Display Latest Files Quick Box on Index Page yves On Toggle the Display of Latest Files Quick Bo
421. will be dispatched as Oves no HTML SupportSuite will also send a Text version of the Email as MIME Fart to allow Email Clients that do not support HTML to view the email You can edit all the Emails under Templates gt Manage Templates Enable Mail Queue Ey On Enable Disable the Email Queue SupportSuite has a i 0 feature called Email Queues that sends bulk emails In batches This prevents slowing down of pages and the mails are sent over a period of time Number of Mails to Send in a Queue Batch Number of Mails to Send in One Batch The Higher the Value The slower the page loading might be e Enable HTML Enables if enabled all outgoing e mails will use the HTML templates as opposed to the plain text templates e Enable Mail Queue if enabled the e mail queue will be activated This is an internal queuing system that prevents SupportSuite flooding e mails out of the server e Number of Mails to Send in a Queue Batch if the Mail Queue is enabled this number of e mails will be sent per patch This must not be set too high otherwise page loading may slow down kayako 325 SMTP Settings Enable SMTP O Y M Select whether or not a SMTP Server should be used oo a for Outgoing Mails By default SupportSuite will use the PHP Mali Function Specify your SMTP Mail Server You can enter either a full domain name or its IP Address SMTP Port Specify the Port for your Mail Server You should not chan
422. with a list of all the LoginShare modules installed in the system as shown below Copyright 2001 2009 Kayako www kayako com kayako Plugin List LoginShare Plugin i SupportSuite Login Routine cs ModernBill ie ModernBill v5 is vBulletin d ao lart i Microsoft Active Directory LOAF d Microsoft Active Directory LDAP 55L d Advanced Webhost Billing System 4WBS cis osCommerce cs Invision Power Board Be PHPBB ibs IONO License Manager cis Plexum a PHP Audit v2 bs WHM AutoPilot v3 Billing System ibe Ticker Purchaser i Simple Machines Forum cis MyBB a MB de Clientexec is H Sphere ML 4PI di Joomla CMS Be PHPProBid te CubeCart Options Settings i Settings i gt Settings Settings i Settings iS Settings i Settings i gt Settings iS Settings Settings i Settings i gt Settings i Settings i gt Settings i Settings i gt Settings Settings i Settings i Settings Settings iS Settings i Settings i Settings i gt Settings 374 To edit the settings of a specific LoginShare module click on the respective settings icon One the information to the database in which the data for the third party application is installed is required as shown below ModernBill v5 Hostname DE Name DB User DB Password kayako 375 Hostname the hostname of the database server to connect to If the database resides on the same server as your SupportSuite eSupport or LiveRespon
423. work schedule see work schedule e 6 the article quick search box Type keywords into this box and wait if any matching knowledgebase articles are found they will open up in a list kayako 95 Ticket listing For clarification the ticket listing shown below has been split vertically in two Yaa lil Views Labels Mass Action 4 Tickets List Default View Subject Ticket ID g About your website O 1 2 U2o 9243568 gt fps 720953 MMz 703203 e 1 Change the ticket listing view see customizing your ticket lists create a new label see ticket labels and open the mass action menu e 2 the yellow ticket H icon indicates that the ticket has been updated since your last visit A Gray ticket icon indicates no updates since your last visit e 3 the note and billing LP icon shows here if the corresponding ticket has had one or more ticket notes added to it see ticket and user notes and a billing entry see billing information and time tracking logged e 4 the billing E icon shows here if the corresponding ticket has had a billing entry see billing information and time tracking logged e 5 the escalation icon shows here if the ticket has been escalated affected by an escalation rule see escalated tickets e 6 the label icon shows here if the ticket has one or more labels attached to it see ticket labels e 7 the assigned icon shows here if the ticket has been assigned to yo
424. ww yourdomain com yourinstallpath setup Setup Upgrade Modify Impex Copyright 2001 2007 Kayako Infotech Ltd 2 Click on the Upgrade link kayako 42 OQ SupportSuite Details Kayako End User License Agreement License Agreement LICENSE GRANT You means the person or company who is being licensed to use the Software or Documentation We us and our means Kayako Web Solutions SuppartSuite eSupport LiveResponse SyncWorks is the program whose license and usage are detailed in this agreement also referred to as Product in this agreement TITLE We remain the owner of all right tithe and interest in SupportSuite eSupport LiveResponse Syncvvorks and related explanatory written materials Documentation ARCHIYAL OR BACKUP COPIES You may copy the Product for back up and archival purposes prowided that the original and each copy is kept in your possession and that your installation and use of Product does not exceed that allawed in this agreement TERMS OF USAGE Copyright 2001 2007 Kayako Infotech Ltd 3 Review the license agreement Click on the I Agree button to continue 4 Enter your or a administrator username and password into the fields as indicated to below kayako O SupportSuite 43 Yerify Details Details gt Verity Details gt gt Product File Yersion Build Date Build Type verifying Database Connection Checking ta
425. x the key php downloaded in step one needs to be uploaded to the root of the SupportSuite eSupport or LiveResponse installation For example if your software files have been uploaded to the folder support the key php file needs to be uploaded to this same folder If you do not upload the key php file to the correct location the system will display an error and will not function correctly without a valid key file SmartFTP C Documents Kayako Files i File Commands View Tools Window Help me CEES Favorites Login temp Password esseeneee 9 docs kayako net docs bP 2 OS AEE racy oy Folders J lrapp 5 misc oo Sources i staffcp 2 ORTAN si admin ff api of archive of cache fe cli of confia 127152 257 1 27 54 MED 27 54 257 127159 MED rere woe 0 bytes kayako httpdocs supt includes lt httpdocs supt instaalert lt httpdocs supt al Ee docs kavako net EA Mame upload g key php G admin 49 api 0 archive fy cache fy cli 4 config j cron Ey Files 4 includes AE instaalerl Hy locale Ey mobile modules gt monitor PY pda fy rss i sehin Type PHP File C 0 bytes 31 Step eight Setting file permissions Both the cache and the files folder which have been uploaded to your web server need to be made writeable as the system uses these files to store data such as template caches and attachm
426. x on Index i j Page Maximum Number of Files to Display in Latest Files Quick Bou Display Creation Date in the Latest Files Quick yee O No Box Creation Date Format d hy Heid Specify the Creation Date Format For more information please visit http wus php netdate e Display Downloads Widget if enabled the knowledgebase widget will be displayed in the client support interface see what is a widget in the frequently asked questions e Display Popular Files Quick Box if enabled popular files categories will be displayed on the front page of the client support interface e Maximum Number of Files to Display in Popular Files Quick Box the maximum number of files to display dependant on the Display Popular Files Quick Box setting e Display Total Download Count in Popular Files Quick Box if enabled the number of downloads each file has received will be displayed dependant on the Display Popular Files kayako 354 Quick Box setting Display Popular Files Quick Box if enabled the popular files box will be displayed on the front page of the client support interface Maximum Number of Files to Display in Popular Articles Box dependant on the Display Popular Files Quick Box setting the number of most popular files to display Display Creation Date in the Latest Files Quick Box if enabled the creation date of each file will be displayed in the popular files quick box dependant on the Display Popular Fil
427. y Forward Follow Up Billing Add 3 Select the appropriate SLA plan The ticket s due time will not abide by the assigned SLA plan s overdue timings and schedule Escalated tickets Escalation rules if defined come into effect when a ticket gets marked as overdue under a certain SLA plan Escalations rules can be used to perform a set of specified actions when this event occurs such as assigning the ticket to a staff member or moving the ticket s department For information on how SLA plans work see SLA in the administrator control panel For information on escalation rules and setting up escalation rules see escalations rules in the administrator control panel An example use of escalation rules is seen in a company with a support department which is lead by two superior support managers When a ticket turns overdue an escalation rule can be set up to assign this ticket to one of the support managers and set the ticket s priority to urgent When a ticket is escalated the escalated symbol will be shown on a ticket listing as shown below Messages Quick Search Options Ticket ID Replies Last Activity Due Q Another ticket MMzZz 783203 0 1divh3 m Overdue ss Q 4 ticket l HrT 686576 0 1divhs m Overdue B YH 2097680 j 1 d h3 m Overdue Ticket escalation indication ticket I4K 723997 64d2hS7m Overdue has been escalated TOS e095 68d16h53m Overdue Q About your website O 1 2 U 0 9
428. y a custom Email subject This field is optional If not specified the News Item subject is used From Name ctaff User This is the From Name that will be used for the outgoing mails to the subscribers From Email l l staff user cam This is the From Email address that will be used for the outgoing mails Template Group default Select the Template Group for this News Item Insert News News Options e Send Email if set to yes the article will be sent out to all client users who have subscribed to news postings e Custom Email Subject if left blank the title of the news article being created will be used as the subject e From Name the from name e mail field e From Email the from e mail field e Template Group if multiple templates are used in your SupportSuite installation the template group in which this news item will appear can be set here kayako 295 Managing news subscribers A subscriber is a client user who has added their e mail address to the news subscription list via the client support interface A user does not need a user account to be able to do this When a user subscribes to new news article postings he or she must confirm their subscription by validating their e mail address or a staff user can validate a subscription manually A staff user can also manually add subscribers To view and manage subscribers 1 Open News on the navigation menu bar as shown below
429. y in Latest 4 Articles Bou Display Creation Date in Latest Articles Quick Box ves O Wa Creation Date Format My Ae Specify the Creation Date Format For more information please visit Atos wii php net date e Display Popular Articles Quick Box if enabled the popular articles box will be displayed on the front page of the client support interface e Maximum Number of Articles to Display in Popular Articles Box dependant on the Display Popular Articles Quick Box setting the number of most popular articles to display e Display View Count in Popular Articles Box if enabled the view count for each popular article will be displayed e Display Latest Articles Quick Box if enabled the newest latest articles will be listed on the front page of the client support interface e Maximum Number of Articles to Display in Latest Articles Box dependant on the Display Latest Articles Quick Box setting the number of latest articles to display e Display Creation Date in Latest Articles Quick Box if enabled the creation date of each article in the newest article box will be listed e Creation Date Format specify the format of the article creation dates This value should accord to the PHP date function documented at www php net date RSS interface roo OELLIPIAS Enable RSS Feeds for Articles yes Ono Enables Disables the RSS Feed a Client can subscribe to for Knowledgebase Articles under a Specific Category
430. y instant messenger o Step AOL Messenger o Step MSN Messenger o Step Yahoo Messenger o Step ICQ Messenger e Step By live chat 283 There is no limit to the number of steps and sub steps that can be created for one troubleshooter Create a troubleshooter category The troubleshooter category is the starting point to a troubleshooter To create a troubleshooter category 1 Open Troubleshooter on the navigation menu bar as shown below Home Teamwork knowledgebase l Downloads Troubleshooter Manage Categories Manage Steps Insert Category Comments ImportyExport Reports 2 Click on Insert Category You will be presented with the insert category form as shown below Ca ails Category Title Description The Category Description is visible right below the Category Title Itis recommended that you describe the Category here Description text is limited to 255 characters Enter the Category Display Order The Categories are sorted according to the Display Order in 4scending mode Template Groups Flease select the Template Groups to which this default Category will be assigned The Category will only be visible under the assigned Template Groups b gt Customize Insert Category e Category Title the title of the troubleshooter category For example My SSL certificate has expired or I cannot access my e mail e Description a short description of the category e D
431. y of yours is not able to view the Download widget on the client support interface In this case you would great a new user group of type guest and use this user group as the Guest Group for the other template group Registered vs Guest user groups e A registered user group includes any user that is logged into the client support interface e A guest user group includes those browsing the client support interface that are not registered or logged into the system Managing user groups To manage user groups 1 Open Users on the navigation menu bar as shown below kayako 213 Logged In Staff User Support Center Admin CP Knowledgebase Downloads Troubleshooter News Users age Users Manage Groups Insert User Insert Group Mass Mail 2 Click on Manage Groups You will be presented with a list of user groups currently configured for the SupportSuite installation Clicking on the name of a user group will take you to a form of editable properties for the respective group Refer to user group fields for documentation on the required fields for new user group Sdyvanced Search Settings Group Type Example custom group TT Registered Guest iY Guest Registered T Registered Page 1 of 1 Legend ra Guest rer Registered Selecting multiple user groups by checking the corresponding check boxes as shown above will open the mass management menu as shown below Using this m
432. yako Infotech Ltd 4 Enter your or a administrator username and password into the fields as indicated to below These administrator details must be those created for your v3 installation kayako d Select the product from which you are importing data b Enter the database host database name database username and password These database details must be for the database that holds your current third party product s 59 data 5 Click on the Next button to proceed with the import 6 On completion the script shall display the success message Import Successful You have now successfully imported data from your third party product into your SupportSuite eSupport or LiveResponse installation kayako 60 Step three Rebuild the database indices Once having imported the data it is now necessary to rebuild the search database rebuild the post index This is necessary for the search features of the software to work correctly 1 You can rebuild your post index from the administrator control panel by opening the Tickets menu 2 Click on Maintenance Febuild Post Index Number of Posts to process per page Specify the number of Posts to process on one page SupportSuite will iterate through all the posts one page at a time then rebuild the Post Index for the loaded posts A higher number requires a more powerful server If you receive an error during processing try using 4 lower number e Number of

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