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« on: September 09, 2008, 08:19:02 AM » |
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KEY FEATYRES:
AJAX Based Rich User Interface
SupportSuite comes with rich AJAX Based (Technology pioneered by Google and used in GMail, Google Maps) Interface allowing you to work smarter and efficiently. This technology helped in implementation of the popular Instant Response System (IRS) that displays realtime results from knowledgebase to your clients before they submit their issues. You can also easily reference Knowledgebase Articles or Download Items when replying to tickets.
Multi-Lingual & Template Based
SupportSuite is completely multi-lingual, You can translate the Support Center, Staff & Admin Interface and even the Windows Applications & Addons! Additionally, The Template Groups feature allows you to create unlimited satellite helpdesks each with different content and layout.
LoginShare (LDAP, ModernBill, vBulletin etc. Integration)[/color]LoginShare feature allows you to easily integrate third party applications that override the default login routine of the Client Support Center. Your users no longer need to remember different passwords, the entire login process can be handled from a single database. Some popular integrations include:
* Microsoft Active Directory (LDAP)
* vBulletin
* ModernBill
* osCommerce
Tickets
Service Level Agreements (with Work Schedules & Escalations)
Service Level Agreement feature of SupportSuite allows you to create different set of agreements which are tied into your work schedule that guarantee a response to your clients within a specified time frame. You can even extend it further and create a set of Escalation rules that make sure that the information flows from one level of organization to another depending on whether the SLA was met or not.
Instant Response System (IRS)[/color]IRS or Instant Response System displays realtime results from your knowledgebase to your clients before they submit the tickets. Not only does it cut down heavily on your incoming tickets, it allows your client to view relevant articles from the knowledgebase thus reducing your work load.
Ticket Views
Ticket Views allow you to create different filter sets for your ticket lists. You can choose custom columns, sort fields & order and also filter using additional criteria. To extend it further, You can fetch the same results using RSS feeds enabling you to be up to date with information when you are mobile or combine with other applications that support RSS fetching.
Detailed Reports
SupportSuite comes with a set of detailed reports that allows you to filter information based on date, staff, department or client. You can find out if a given SLA was met for a customer or what the average response has been under a given time frame. Additionally, The Work Summary report shows exactly when and what actions a staff member carried out under a given time frame.
Live Support
Dedicated Winapp with Realtime Monitoring
Unlike other competing products, SupportSuite has a dedicated Windows Application which allows you to monitor your visitors and answer chats in realtime. As the data is not fetched via browser on a given interval you can rest assured that you wont miss on any communication with your visitors.
Search Engine Integration
SupportSuite allows you to view which search engines your visitor came from and also see which exact search query they used, You can watch the result of your PPC campaigns in realtime.
Push URL, Image, Code
SupportSuite allows you to Push URLs, Images or Highlighted Code to your visitors. The pushed data is automatically displayed and in case of URLs, a corresponding window is automatically opened on the clients computer. ViewShare Screen Sharing
ViewShare feature allows you to display your desktop to your site visitors. You can now guide your visitors in realtime or give a presentation without them having to install any third party application. Helping your clients has never been easier. -------------------------------------------------------- Did I go over the top with information in this post?  Have Fun!.......  Don't forget to say "THANK YOU!" 
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« Reply #1 on: September 09, 2008, 09:10:23 AM » |
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« Reply #2 on: September 09, 2008, 10:38:40 AM » |
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« Reply #3 on: September 09, 2008, 11:18:39 AM » |
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« Reply #4 on: September 09, 2008, 08:28:44 PM » |
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'thanks for the enthusiasm!'
(;
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« Reply #5 on: September 11, 2008, 02:06:12 PM » |
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Updated links and content.
Added LiveResponseSIP / VoIP SIP Live Response Chat to customers via support website.
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« Reply #6 on: September 21, 2008, 07:26:18 PM » |
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Not sure if you guys will know this or not.. But IM getting Fatal error: Call to undefined function mb_internal_encoding() in /home/xxxxxx/public_html/supportt/includes/Mail/htmlMimeMail.php on line 655
My host says the mbstring is installed... Hes running the same software(leagle) and his works just fine..
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« Reply #7 on: September 24, 2008, 09:33:14 PM » |
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did you upload in BINARY mode?
Get your host to upgrade to latest PHP 5, and MySQL server. Check apache too while your at it too. You might as well get everything up to date.
btw this is the first time i've ever seen this!
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« Reply #8 on: September 25, 2008, 05:48:38 AM » |
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« Reply #9 on: September 25, 2008, 01:41:24 PM » |
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This is awesome. Got it to work fine but did not allow mac users to message me
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« Reply #10 on: September 25, 2008, 07:04:12 PM » |
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Nevermind that. I have had one instance of google chrome not working.. anyone know how to move this on any page you need? 
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« Reply #11 on: September 26, 2008, 04:08:39 AM » |
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I mean in JOOMLA 
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« Reply #12 on: October 04, 2008, 03:46:12 PM » |
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Inregards to integration, you might find it helpful reading the topics above, which show specific integration into a number of 3rd party apps, and I'm sure it will get you 75% of the way there, depending on what system you wish to integrate too.
If you could be a little more specific about what you're trying to do in joomla?
I.e. just displaying ticketing side, or x, y, and z.?
Cheers. (:
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« Reply #13 on: October 29, 2008, 01:38:22 PM » |
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hi , in first to say THANKS, excellent post. i installed eSupport on web server very smoothly, but my LiveResponse and InstaAlert can`t connect to site ?!? and they leave this log entry 10/29/2008 20:37:07 Trying to log into account "Admin" with status 'Online' with URL: http://lanee.co.cc
10/29/2008 20:37:07 A communication with the server has failed. Details: HTTP Error 417
10/29/2008 20:37:07 An error occurred while attempting to communicate with the server (online 00:00:00):
The server returned an error response.
Data: (<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.01 Transitional//EN" "http://www.w3.org/TR/html4/loose.dtd"> <HTML><HEAD><META HTTP-EQUIV="Content-Type" CONTENT="text/html; charset=iso-8859-1"> <TITLE>ERROR: The requested URL could not be retrieved</TITLE> <STYLE type="text/css"><!--BODY{background-color:#ffffff;font-family:verdana,sans-serif}PRE{font-family:sans-serif}--></STYLE> </HEAD><BODY> <H1>ERROR</H1> <H2>The requested URL could not be retrieved</H2> <HR noshade size="1px"> <P> While trying to process the request: <PRE> POST /winapp/index.php?_randomnumber=13207308210491 HTTP/1.1 User-Agent: Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.8.1.1) Gecko/20061204 Firefox/2.0.0.1
Host: lanee.co.cc
Accept: */*
Content-Length: 483
Expect: 100-continue
Content-Type: multipart/form-data; boundary=----------------------------34b89a66a455
</PRE> <P> The following error was encountered: <UL> <LI> <STRONG> Invalid Request </STRONG> </UL> <P> Some aspect of the HTTP Request is invalid. Possible problems: <UL> <LI>Missing or unknown request method <LI>Missing URL <LI>Missing HTTP Identifier (HTTP/1.0) <LI>Request is too large <LI>Content-Length missing for POST or PUT requests <LI>Illegal character in hostname; underscores are not allowed </UL> <P>Your cache administrator is <A HREF="mailto:webmaster">webmaster</A>. )
Error: HTTP Error 417 hosting is free but ok (not ad free but i don`t mind) can that be the problem?
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« Reply #14 on: October 31, 2008, 07:02:20 AM » |
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You need to configure the two add-on applications.
I have the LiveResponse support system working fine, and have all other modules working prefectly.
Retrace your steps, i.e. how you installed etc, have you skipped any steps?
Any other error messages (output to file?)
Jump on to Kayako Forums (sign up with fake details).
- search for all the problems you've had and find 10000's of other people helping and offering assistance.
The best thing you can do if you are having problems with a script (when very very few people are having issues), is check out your PHP.INI file... Find out the needs of the script, find out the compatibility of your server, find out what's disabled on your server AND:
- Ask them to supply you with a compatible version of PHP.ini
If you're still having issues, reupload the script to a new folder (don't touch the current folder) and MAKE SURE you upload all files in BINARY MODE!
Enjoy!
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