Some questions for you

[Stuart]

Hi,
I have been reading thourgh some of the documentation for SupportSuite and I have some questions.

Is it possible to hold SupportSuite on my organisations intranet page? The reason I ask about this is that all Intranet users are automatically logged in to this via their network log in. I would like SupportSuite set-up so that when they came to the client logon page they would automatically be logged in.

What I also want to do is give them some custom drop down lists on the ticket submission page:-

Can the system be set up that if someone logs calls as critical, not matter dept etc, then it gets automatically assigned to a specific user?
Not sure if this one will work but I would want a Supplier Drop down list where people could choose from a predefined list of suppliers. But also able to type a new supplier name if not listed? And when they add a new supplier it then appears on the drop down the next time?

Can this also be set up so that if a User chooses Supplier X then the ticket automatically gets routed to person Y?

Are users sent an e-mail notification for every reply by staff? can they change what notification they get?

What kind of reports can the system produce?

When a staff member is checking a ticket can they edit cuistom fields, if someone has choosen Delivery Problem when it really should be an invoicing Problem and so on?


Well hope thats not too much to be asking for a first post,


Thanks

[craigbrass]

There is no problem hosting it on an intranet server as long as all staff access via the same URL so that URL can be the one licensed.

Regarding getting them automatically logged in, are you meaning for the client / customer front side or staff side?

You would need to use parser rules to auto assign in the circumstance given and this only works for email tickets that are piped in. Rules based on web tickets are planned for V4.

You can not at the moment have a drop down box that turns into a text field for the suppliers you mention but you could have an other option and put an optional text box below it for other.

Ticket routing would again require the parser rules I mentioned above.

See Reports section of Kayako SupportSuite Support desk software (ticket, e-mail, live chat, self-help) for more details on reports.

Yes, staff can edit custom fields.

[Stuart]

Originally Posted by craigbrass

Regarding getting them automatically logged in, are you meaning for the client / customer front side or staff side?

Hi,

Thanks for the info.

I was meaning the client side, these guys are already automatically logged on to the intranet via their network log on so it would be a pain for them if they had to register and logon again to another system.

[craigbrass]

Well you can use LoginShare to make it so that they can use their username and password to login with by creating a custom one but the staff would still have to manually enter these login details and login. If you wanted them automatically logged in, this would require significant changes to be made to Kayako's code and if you still want to do it, I suggest you check the market place boards here on the forum for a developer to assist.