KB & News Permissons by Company/Group

[lingobaby]

Greetings,

I'm looking to upgrade my current support suite with something a bit more robust which brings me here. One department within my company supports small companies (2 - 25 users) that share IT help desk with other small companies. The support staff is cross trained between the companies they support and use a single ticketing system. In addition our small business clients use the SAME support Internet portal to submit new tickets; the interface is tweaked based on their login.

It appears SupportSuite can handle different customer groups (companies) for tickets, however what I don't see is the ability to assign KB's or New articles to those groups. For instance, when a client logs into the portal they should only see the KB's and New articles relevant to their organization. Also when they search, only the results relevant to them should be displayed. Is the feature available in SupportSuite or is their a way to easily modify the templates for this? It doesn't make sense to have my support agents log into 5 different instances of SupportSuite to achieve this. I did some quick searching but couldn't find any topics related to the matter.

Many many thanks in advance!
Jason

[Jamie Edwards]

Hi Jason, welcome to the forums.

It is possible to assign things like knowledgebase, download and troubleshooter categories to what is called template groups (what you appear to be describing as companies). A different template group can have a completely different theme, style and categories for the aforementioned items.

You can read more about how this system works in the Administrator Control Panel section of the SupportSuite manual, which is not yet finished but all of your questions are covered (http://docs.kayako.net/supportsuite).

Also, please note that you cannot share your SupportSuite licence with different companies in the way you are describing (what we call support desk sharing or hosting) - you may only use it for your own company (up to) with the possibility of using it on different fronts.