billing reports/timing

[danielpugh]

Hi there,
we are looking at getting supportsuite for servicing our external clients (we provide techical support services).

we plan on creating groups for clients and linking users to those groups (there are multiple users responsible for fault logging (1+ at each site)).

Can we set permissions so certain users (managers) can see all group tickets?

We do work for clients based on hrs worked (in 1/2 or 1 hr chunks) can we just ignore the specification of minutes on the tickets (and ideally change the text to read hrs)?

We plan on doing sql reports in the short term for invoicing our clients.
I have read that there is likely to be built-in reporting at a later date. Is this the case still?

thanks in advance,

Dan

[Jamie Edwards]

Hi Daniel,

Welcome the forums and it is great to hear you're interested in deploying our software.

we plan on creating groups for clients and linking users to those groups (there are multiple users responsible for fault logging (1+ at each site)).

Can we set permissions so certain users (managers) can see all grouptickets?

This makes sense, and yes you can. A Manager user within a user group will be able to see all tickets created by users within the same user group.

We do work for clients based on hrs worked (in 1/2 or 1 hr chunks) can we just ignore the specification of minutes on the tickets (and ideally change the text to read hrs)?

Correct - the language phrase can simply be changed to reflect what you want. Obviously when we revisit time tracking and billing we'll make this more flexible, however.

I have read that there is likely to be built-in reporting at a later date. Is this the case still?

There is actually reporting available, but it is not as in-depth as we would like. Full depth, detailed and drillable reporting will be introduced in the next version of SupportSuite which is currently in development. Until then, we are considering introducing further billing reporting in the current version of SupportSuite but we have no ETA on this.

[danielpugh]

thanks for you quick reply.

is it possible to change the text "minutes" thoughout using the gui, or do i have to go through the php code (not a major problem either way).

do you have vague info on next release potentially with these features (just approx would be nice) e.g. <6 months, <year or longer than a year?

Is it possible to pay the support and upgrades fee automatically from credit card/paypal/invoice?

thanks again,

Dan

[Jamie Edwards]

Hi Daniel,

is it possible to change the text "minutes" thoughout using the gui, or do i have to go through the php code (not a major problem either way).

You'd need to change one file in a locale folder which stores the language variables.

do you have vague info on next release potentially with these features (just approx would be nice) e.g. <6 months, <year or longer than a year?

I am afraid not. You can keep an eye on the Feature Requests forum and see for yourself, however.

Is it possible to pay the support and upgrades fee automatically from credit card/paypal/invoice?

This isn't possible I am afraid, although it may be for PayPal invoices. Please e-mail sales@kayako.com and they will take a look.

[danielpugh]

thanks for that, thats great. Do you have any ideas about the escalation issue (posted in separate thread), as escalation is critical to us.