How customisable is eSupport, if at all?

[thiskey]

Hi,

How much can I customise eSupport, if at all?

For example, can I add fields to the users' ticket forms? Can I change the word "ticket" to "enquiry" throughout the system? Can I add graphics and change layouts? Can I remove items from the menus?

I don't need to know how to do these things (yet); I'm just looking around for an appropriate system. eSupport seems very close but it's not quite what I need, hence the need for tweaks.

Thanks very much,

Tom

[Jamie Edwards]

Hi Tom,

Welcome to the forums and thank you for your interest in Kayako.

For example, can I add fields to the users' ticket forms?

Absolutely. eSupport has an extensive custom fields module. You can add several types of fields to many areas of the application. Custom field groups are assigned to a certain place (such as user registration, ticket creation, task creation etc). Custom fields are then added to these groups.

Here is a screenshot of our own custom field definitions, mostly for our Support department. In the case of custom fields for tickets, you can assign groups of custom fields to certain departments:

Can I change the word "ticket" to "enquiry" throughout the system?

Yes, you can. Front-end phrases are stored in the database. The administrator control panel provides an interface to the phrases database, shown below:



The phrases for the administrator and support agent control panels are stored in flat files which are simple enough to edit; you would just need to open the files in the /locale/en-us/ folder and edit the phrases accordingly.

Can I add graphics and change layouts?

Yes. Like with the phrases, the templates that define the layout and cosmetics of the front-end of the support desk are stored in the database. The administrator control panel provides an interface to these templates which you can edit to, for example, add your own graphics or change the colours.

Can I remove items from the menus?

Which menus are you talking about in particular? The ones found on the front-end support center? (https://support.kayako.com)

[thiskey]

Jamie,

Thanks so much; that's a far more comprehensive reply than I was expecting, and far more positive! You've answered all my questions (the menus question I've answered myself, or at least realised I didn't need to ask it).

A big thing I want to achieve is for multiple companies to be able to log on and receive messages from users, with myself in the middle as the sole administrator. So not the typical "one company" use for a helpdesk (in fact, the use I have in mind isn't quite a helpdesk anyway, although it's closely related!). It seems that this might be achieved by me setting up each company as a "department", and each "department" (company) having different staff able to log on (if they want).

Does that sound do-able?

Finally, if I want to download the trial and just try it out on a "WAMP" server (i.e. just on my computer, not online), I presume it will still have a 30 day restriction, is that right?

Thanks,

Tom

[Jamie Edwards]

Tom,

No problem, I'm glad I covered everything in sufficient detail.

A big thing I want to achieve is for multiple companies to be able to log on and receive messages from users, with myself in the middle as the sole administrator

Before I move on, I want to check that you are aware that the EULA does not allow you to resell or sub-let departments and portions of your one support desk to other users. Just making sure you know

It seems that this might be achieved by me setting up each company as a "department", and each "department" (company) having different staff able to log on (if they want).

This is indeed double. Staff users can be given permissions to departments either as a group or as single users.

Finally, if I want to download the trial and just try it out on a "WAMP" server (i.e. just on my computer, not online), I presume it will still have a 30 day restriction, is that right?

Absolutely; you won't run into any problems.

[thiskey]

Jamie,

Thanks for raising the point about the EULA.

I'm not sure how I stand with what I'm suggesting, which, more specifically, is....

(1) One installation of eSupport on one server (not selling the product to any others and not having any other installations). I would be administrator.
(2) users/clients on one side would sign up and would pay me a subscription to use the service, and they would use the service to contact...
(3) multiple companies (as "departments", probably) who have signed up on the other side, who would not be paying a subscription.

I've read the EULA and it seems to me this is ok, but could you confirm this one way or the other?

Thanks again,

Tom

[Jamie Edwards]

Tom,

Is the service/product you are selling use of the support desk installation? For example - do people pay you to be able to have a department on your installation, and support their own end-users using this 'sub-let' department?

[thiskey]

Hi Jamie,

I'm not 100% clear what you mean, but let me flesh out my description and hopefully this will give you enough information...

The aim is provide a system which gives registered clients/users the ability to exchange messages with a variety of registered companies (departments). The companies at one end will not be paying to have register as a "department" (at least, not initially). But the users/client at the other end (the people who would be sending tickets) will be paying me, probably an annual fee (at least, that's my idea!).

So yes, I am hoping to sell use of eSupport, or in other words charge for registration. But Ithink the crucial point is that no-one will be getting their own support desk (so to speak). It will be one big support desk (in effect) but with a means of channelling messages from clients/users at one end to different companies/departments at the other, with me in the middle as administrator.

Basically, I see it as being similar to a typical support desk. The big difference is that instead of having one company receiving messages it will be perhaps dozens of companies, and messages will be routed accordingly.

So I will not be setting up / selling different support desks (no company will have their own support desk, it will all be run through the same system).

I presume by the way that the relevant clause is "4.3. You may not give, sell, distribute, sub-license, time share, lease or lend any portion of the product or documentation to anyone.")....? My interpretation of this is that what I'm suggesting is ok, but of course I'd like to know if I'm wrong!

Hopefully I've given you enough info but if not do let me know. Is what I'm proposing ok, do you think?

Thanks,

Tom

[Jamie Edwards]

But the users/client at the other end (the people who would be sending tickets) will be paying me, probably an annual fee (at least, that's my idea!).

This would be fine, however,

The companies at one end will not be paying to have register as a "department" (at least, not initially)

When you start to sublet your support desk in this way is when, there will be a problem (we regard this as 'leasing portions of the product'.

Could you please send me an e-mail (address in my signature), referencing this thread? I will consider the options for you and perhaps ask more questions about your plans. I'll then back to you with a definitive answer.

Regards,

[Jamie Edwards]

It appears as though you already have I'll be in touch soon.

[thiskey]

Thanks Jamie. Yes, I've sent you an e-mail! I look forward to a reply when you're back at work.

Tom