Time restricted support

[michaelP]

Dear Kayako Team and all Kayako Fans,

First of all thanks for creating such a great solution.
I'm a bit new in Kayako, however I would like to discuss one of our request we have and I hope you can point me to a right direction.

At the moment we are using the latest Kayako SupportSuite 3.10.02 build in our support without any major issues. Our customers need to be registered in order to access our support. During the registration process they have to provide us with certain details, like example serial number of the product. From this serial number we know exactly, when the customer purchased the product.

Here below comes to our problem:

The idea is to offer example 3 years free access (based on the info from the serial number) to the support. After the 3 years period will expired, customer will be automatically notified and his free support will expired. Than he would have still a option to access support site to download and read some info, however he would not have a option to submit ticket for technical help. If he would like to expand his free 3 years technical support he would need to purchase additional 1 or more years.

So I guess, we may create a field for entering the purchase data and also the "expire" date field for this kind of information as we need it. However, we would like to be able somehow track the customer's purchase date, so Kayako will actually automatically notify customer (example in one month advance) that his free support will be expire. In a day of expiration, Kayko administrator and also customer will be notified again about finishing his free support, so administrator than may just move him into a different group (no "submit ticket" option) with different level of access or just extend his support (if customer purchased additional years).

As customer may have more product, with different purchase date, we would like to also have a option to not "block" his whole account from free support access, but only to restrict him from opening ticket for the product where the free support has expire.

Thanks in advance for your help.

[Jamie Edwards]

Hi michaelP,

For such functionality, you are going to have to do some custom modifications to Kayako.

Of course, things like custom fields on user registration (private and non private) do already exist, but unfortunately no automatic notification of support expiry.

I suggest you take a look in the Modifications forum, as several coders who post there specialise in doing Kayako SupportSuite customisations - you could get in touch with one of them to discuss your plans.

[michaelP]

Hello Jamie,

Thanks for advice. Yes, I'm aware of the customizations I would need to do.
However I need a bit more advanced features.

I have moved/open this tread in Modification forum, so hopefully some one can help us.

Thanks.

[michaelP]

Hello All,

Any help on this would be appreciated.

Thanks.

[Jamie Edwards]

Hi Michael,

Soft-Air, a software development company are well known on these forums (you can search for testimonials in this forum). They also specialise in Kayako SupportSuite customisations.

[michaelP]

Hello Jamie,

Thanks for the hint.