Integration with HSPc by SW Soft

[mindfly]

Well,

We've been testing Kayako for several months now on a monthly lease basis. Even though I like the product, I may have to cancel if it looks like there is no chance of Kayako and SW being able to work together on this.

[mindfly]

Probably wont help, but BUMP!

[mindfly]

Bump...for kicks at this point....anyone care about this?

[noslzzp]

We care about this. We have just deployed SupportSuite and will be attempting the integration between HSPc and SS internally.. It really shouldn't be that hard as HSPc is very extensible and they provide hooks right where you need them.

Basically, I think we (Kayako customers) can do this ourselves.

[Varun Shoor]

If you can send me the integration code over to varun AT kayako.com then I can try to put in place a FieldFetch plugin for the v3.00.50.

FieldFetch is something akin to LoginShare but its pull based, You can assign different FieldFetch plugins to your department and they get executed when you view a ticket. That plugin can fetch different information from different products like user details, pending invoices etc and display them right inside the ticket.

Regards,

Varun Shoor

[noslzzp]

Help me understand what exists today in terms of SupporSuite's integration with other projects. We just had an internal discussion about this project and we basically came up with two ways of doing it:

1. Find the parts of SupportSuite that take care of user logins and point/map them to the appropriate tables in the HSPc database.

2. Copy the existing account info from HSPc to SupportSuite and write a script to update the SupportSuite database any time the HSPc account changes.

We are leaning toward number #2, because we don't require registration to submit to the help desk. All the people we support don't necessarily have an account in HSPc. But we'd like to build a button for our HSPc users to click and be automagically logged in to SupportSuite.

Again, we are new to SupportSuite, but we have a fairly capable technical staff. So we are interested in what SupportSuite already does today in terms of integration.

[Varun Shoor]

Originally Posted by noslzzp

Help me understand what exists today in terms of SupporSuite's integration with other projects. We just had an internal discussion about this project and we basically came up with two ways of doing it:

1. Find the parts of SupportSuite that take care of user logins and point/map them to the appropriate tables in the HSPc database.

You can use LoginShare for this, Have a look under includes/LoginShare for examples

2. Copy the existing account info from HSPc to SupportSuite and write a script to update the SupportSuite database any time the HSPc account changes.

We are leaning toward number #2, because we don't require registration to submit to the help desk. All the people we support don't necessarily have an account in HSPc. But we'd like to build a button for our HSPc users to click and be automagically logged in to SupportSuite.

Again, we are new to SupportSuite, but we have a fairly capable technical staff. So we are interested in what SupportSuite already does today in terms of integration.

Its best to use LoginShare as you wont have to worry about password changes and stuff.

Regards,

Varun Shoor

[checkfirst]

Can anybody tell me if this has been done?
Are we waiting for Varum / Kayako to finally do something here, as all the last post point out that they are not responding to SW-Soft.

Please will somebody comment on this integration

Thanks

[Varun Shoor]

Hi,
We forwarded all required info to SW-Soft and have been in touch with their developers.

Here is the last reply we received from Nikita Dedik.

I'll mail you back as soon as we release HSPcomplete 3.3 (very soon!), so you can announce another integration or something. Thanks!

From what I know they have already done everything and you can mail them directly for more information in this regard.

Regards,

Varun Shoor

[noslzzp]

Based on the message above from SWSoft, we too are going to wait until HSPc 3.3 to be released. Once done, we'll get the integration working inhouse..

SWSoft is pretty good about getting releases out. They don't listen to the whining and they don't tell you it's out until it's out.

[noslzzp]

Rumor has it that HSPc 3.3 will be released in June.

[Varun Shoor]

Thanks for the update, I am not sure what kind of integration those guys did or whether its limited to just LoginShare.

Will be interesting to see.

Regards,

Varun Shoor

[noslzzp]

SWSoft released the HSPc 3.3 beta a few days ago with many new features for those of us running it.

The have integration support for Kayako and Cerebus now.

Full details are in this PDF (screenshots of Kayako at that):

http://download1.swsoft.com/HSPcompl...c/HSPC_NEW.pdf

Official release should be July 2006.


== From their documentation: ================

HSPcomplete can be configured to work either with its built-in trouble ticket system or with one
of the external helpdesks:
- Cerberus HelpDesk (http://www.cerberusweb.com/)
- Kayako SupportSuite (http://www.kayako.com).

HSPcomplete interaction with external trouble ticket systems is implemented via the SOAP
protocol, using an open Application Programming Interface (API).

The HSPcomplete integration with an external trouble ticket system is implemented as two
modules:

- HSPcomplete-side module (SOAP client) built in HSPcomplete. The HSPcomplete-side
module is common for all Helpdesk systems.
- Helpdesk-side module (SOAP server) must be placed to a Helpdesk SOAP server.

Helpdesk-side modules for supported External Helpdesk systems are shipped with the
HSPcomplete distribution as a tar.gz files located in the /usr/share/hspc-um-ts
directory.

[Nikita Dedik]

Thanks for your patience!

HSPcomplete includes flexible mechanism for implementing integration with external helpdesk systems since version 3.3 BETA, which is already available online.

Integration is done not by means of LoginShare system, but on another basis: HSPcomplete acts as information provider for external helpdesk system, giving away non-sensible information on customer lists in a secure manner ("tunable") and providing transparent panels integration. LoginShare would make user enter his login and password in both HSPcomplete and SupportSuite, while our integration scheme makes it possible for a user already logged in HSPcomplete's Control Panel to jump to his tickets list with no extra actions required.

HSPcomplete developers are always open for comments and requests, so feel free to test this feature and propose any further improvements.

Thanks to Varun's assistance, HSPcomplete is now integrated with Kayako SupportSuite!

[Eduardo (Hosting.com.pa)]

We are serious users of HSPC and Kayako as well, and would love to see Kayako finally integrated into the HSPC. Please Varun, get in touch with SWSOFT to finalize this!

Many thanks,