Paid SupportPay - Paid Support for Kayako

[jimkeir]

Hi all,

I'd like to announce the imminent availability of SupportPay. This is a new module allowing you to charge clients for tickets and live support in Kayako V3.50 and upwards.

We're looking for a small number of beta-test sites who would like to help us iron out the wrinkles before this goes on general release; it's new, so there are going to be some rough edges.

In brief, the highlights are:

• Simple Installation
• Supports many currencies
• All Payments are automatic
• Bill for both Tickets and Live Support
• Sell 'Minutes', 'Tickets' or 'Packages'
• Clients can be their own Account Managers
• Affiliate Bonuses for signing up others
• Pay your staff commission
• Built-in reporting

There's more information on the website at http://www.support-pay.com .

Actual release date will depend on what gets shaken out during beta-test of course. Once again (with feeling): all the stuff on the website is written and working, we just want some assurance that it's as stable as we think it is.

Please reply here, or send me a PM, or use the links from the website to contact us if you're interested in helping out with the beta. There are free licenses to be had depending on how useful the feedback is!

Thanks,
Jim Keir

[jimkeir]

Hi,

I know it's bad taste to respond do your own posts, but here goes anyway Here's a bunch of screenshots from SupportPay cribbed from the website (http://www.support-pay.com).

We've had a good response so far but still certainly have room for beta-test sites, particularly those using non-PayPal payment processors. Anyone interested, please contact us on the website or directly.


User Credits

This is one of the most important Staff screens. It lists each user plus how much credit they currently have, how many current affiliates they have signed up and whether on not they are an account manager.
It also allows you to change their credit by adding or removing it, set their discount rate and manage their dependent users - that is, anyone who belongs to their account group.

Add Credit

The Add Credit screen is for making manual adjustments to your users' credit levels. You can add or remove minutes, tickets or packages from here. You can also set a price which will appear on their account history, in case you have received a payment outside the SupportPay system.





Pay Live Support

In addition to regular support tickets, SupportPay allows you to charge for Live Support. There's no need to manually create a ticket and then fill in the call details and durations. Live Support is billed entirely separately.
As with the closure of a ticket, you can leave the accounting to the automatic payment system or choose to deduct payment for Live Support calls yourself. This lets you change the billable time to suit your needs.




Staff View of Credit History

Your staff can, of course, view a client's entire history of payments and use of credits.




User Widgets

Very simply, this is the new front page with three additional widgets visible. Two are always there, allowing your clients to see what they have paid for and where their credit has been used. The third is only visible to Account Managers.
A User Account Manager is designated by your Staff with a single click. After this, they can manage their own list of friends, family or colleagues for whom they are willing to pay bills. For example, one person at a company would be responsible for paying the bills of all of their department.
One more widget can appear, showing that an Account Manager has offered to pay your bills. You then have the choice of whether or not to accept that offer.





Payment History

This is an important screen, showing lots of different things. First is the user's current credit. If this user had an Account Manager, their credit would automatically be added to the totals here. Next is a standard grid showing the most recent payments made by this user; in this case, one from PayPal and two payments and refunds from 2Checkout.
Next is a small control with dates, which allow a client to print their own account statements at any time. After that, the purchase buttons (which can, of course, be customised), and a link to the Affiliate control page.





Paid Ticket History

The other side of the billing system is the list of payments from the account. This page, like the Payment History page, has the client's credit along with the purchase buttons and affiliate page link.
The grid on this page shows any changes to the credit level of the account. This might be automatic payments for closed tickets or Live Support, or manual adjustments made by your staff. Any tickets or Live Support calls can be viewed by clicking the 'Subject' link.





Affiliate Details

One of the more advanced client pages allows people to add a small section of HTML to their own websites which will allow them to sign up affiliates. Affiliates earn their 'parents' extra credit. You can control the percentage they earn as well as the length of the bonus period. You can easily change the image by simply replacing it on your server.





Account Management

Another advanced page, this allows your user account managers to control who is a member of their account. They can send an email inviting someone to join whether or not the invitee is already one of your clients. They can choose to accept or deny the offer, and can remove themselves from their Account Manager's control at any time.

[Jamie Edwards]

Looking good!

[solumstone]

We managed to get SupportPay after seeing the early BETA post, had it installed last week and so far every feature we’ve tested just seems to work… little to no effort required on our parts.

Although we are currently in our developmental stages, our own experience of seeing an already superb product updated and improved almost daily is out of this world. For payments, for refunds and for every aspect of customer database management, SupportPay has blown our expectations out of the water.
We decided to give Support Pay a try as its nearest competitor, TicketPay, seemed to have a website that was poorly produced and had a large number of issues reported by users. Having contacted the developers of SupportPay, I was extremely impressed to be offered a COMPLETE installation onto my website at a very reasonable fee. Imagine my surprise when the installation was completed “keys in hand” within twenty-four hours! Everything about SupportPay thus far, has led me to one simple conclusion, IT JUST WORKS!
Thanks from all the team at www.jaiunpote.fr

Agence Franco-Anglaise d'Informatique
EURL d'une Capitale de €1000
19 rue du Général Tripier
62140 Hesdin
+33 (0) 9.70.44.86.82

[hamish]

just a note for anyone considering support-pay, I have now tested with IT2BE's iphone client shown here SupportDesk iPhone client for eSupport and SupportSuite now available and found there to be no issues

Now thankfully with the way supportpay picks up the billing data within kayako it is now possible to bill a client time and receive payment direct from you iphone

a little off the support-pay topic but it even impressed the landlord of my local who loved the way I could handle a call, bill and receive payment all from my iphone without leaving my nice cold pint in my local

[jimkeir]

Hi all,

As of Monday March 22nd, the SupportPay module for Kayako is available for purchase. Some problems, mainly with installation, were identified during beta; all of these have been fixed.

To obtain a free demonstration license, please log in to our helpdesk on http://www.support-pay.com/support and use the License Management tool.

[GKRAMER]

Hi Jim,

I like the sound of your product and have some positive comments. So I have downloaded a trial and installing it but when I am trying to install I get to the part that you use the "Modify" Kayako setup and after clicking on the install next to SupportPay I get error "Please edit config.php to define this module before installing". I can't see anything in the install instructions about this, please can you advise.

Also in regards to the pricing it starts at 5 staff, what about the one man band starter? : )


Thanks
Guy

[jimkeir]

Hi,

Did you open a ticket for this? We got a very similar question yesterday.

I've just run a clean install using the build that's online and it did work, and we do know of places that have installed that build successfully. Could you please send us the edited config.php file (not here, it's got your database password in it!)? That should be enough to see if there's anything unusual.

If that doesn't help we can, with your permission, go onto the server and take a look round.

[GKRAMER]

Hi Jim,

Thanks for the reply. I have just submitted a support ticket so we can take a look at it. Not sure if it is maybe to do with me using version 3.70.02


Thanks
Guy

[Darrkelf]

Hey

I figured that a lot of people have been reading this thread but are still hesitant about trying out this billing module. My advice to anyone that needs a good billing/tracking function to manage their business is GET IT!

GET IT NOW! The amount of time this can save you is enormous. I have gone from a process that took close to 3 days per week to maintain to having exactly the same results within a few HOURS!

As the manager of an international online business with over 220 clients and nearly 100 providers, being able to find a highly organized system to control payments, client 'credits' and a minimum of 400 open tickets at any one time was a total nightmare!

The systems available could EITHER manage tickets OR track payments and credits, but not both combined within a secure system.

I had been investigating using Kayako for two months, however because of the lack of payment and credit tracking it was an option that could not meet my business needs.

Fortunately for me, I continued prowling around the Kayako forum and happened to hear about a beta version of SupportPay.

The staff at SupportPay greatly impressed with the information they provided and knew their product extremely well.

We began using SupportPay in March and found that it has made a huge improvement to the business' turn around times, reduced staff workload and made our clients very happy and confident in our service.

There have been a few minor issues pop up that were specific to our particular business. The staff at SupportPay have provided outstanding customer support and I highly recommend both SupportPay and its staff.


Jamie
Manager
Burn Your To Do List

[solumstone]

AFAI Hesdin vous souhaite la bienvenue. Ici vous trouvera de l'assistance à distance informatique

A month on....

What a great product Support Pay is. As mentioned in our previous post, we took on support pay after having been introduced by a contact in the industry (Hamish). To be honest, we were quite happy using our osTicket system (having looked at other alternatives for SupportPay which were wholly uninspiring) until a good long chat with Hamish had us hooked on the idea of a complete Ticketing and Payment system. We looked into SupportPay on his recommendation and finally made the decision to purchase Kayako in order to get access to the SupportPay system as well.

This was the best decision we ever made. In six weeks, the time saved and money earnt through using this system has allowed our business to grow from two of us to six employees and a new office opening soon. We are now using Kayako/SupportPay (To us, one and the same!) to provide infrastructure for our remote assistance business and our website design. Our customers have been full of praise and our business has never run any smoother. Tickets to SupportPay for problems such as Virtuemart integration, paypal payments pro and affiliate program functionality have resulted in updates being made to the point where we now have all of this functionality. (IN SIX WEEKS!)

Not only that, but whenever a new update is released or an addition made, Hamish or the developer, Jim have been available at very short notice. We simply chuck them a £25 installation fee and they do it all for us! What a great service, what a great team. I have never been happier to recommend a product to anyone.

Agence Franco-Anglaise d'Informatique
EURL d'une Capitale de €1000
19 rue du Général Tripier
62140 Hesdin
+33 (0) 9.70.44.86.82

[hamish]

To help we have demonstrated a number of key features with SupportPay within a number of small video's with english commentry

As well as showing the features the SupportPay kayako billing Module we have included some basic howto guides coveriung the installation and upgrade process's

Links as Follows

Installation Video YouTube - jklightroom's Channel

Howto Upgrade YouTube - jklightroom's Channel

User Views YouTube - jklightroom's Channel

Account Mgr Addon YouTube - jklightroom's Channel

VirtueMart Integration YouTube - jklightroom's Channel

Logmein Integration YouTube - jklightroom's Channel

Logmein Live Support YouTube - jklightroom's Channel

You may also see on early view of our new reporting module thats due for release soon

YouTube - jklightroom's Channel

Hope you like the video
Hamish
http://www.support-pay.com

[wegscheider-os]

We are using the kayako support suite now since near half a year and we can say it's really a good solution to support customers with this system.

Since we get also in contact with people, that are not our customers yet, we needed a solution to be paid for a our work. So we started with the third party product "TicketPay", but it ended in a disaster!!!

In April we discovered "SupportPay", tried out and now we are working with it live since nearly two month. And it's really a good extension to the support suite, because all key points needed are already availabe and work well!!

We receive payments automatically via PayPal, so we are able to give support immediately but also receive money for it just in time. On customer side everything is transparent with features like credit management, billing report sort by tickets and so on...

We recommend this solution and hope SupportPay will be a solution for some more kayako users!!!

[nibb]

I would like to buy this but v4 is around the corner. Its really just to much work to upgrade my install now, install the module and then upgrade again to v4 and then upgrade the module again.

Even if this works perfectly know, Im not sure how it will with version 4. So I would say its safe for me just to wait.

Also the idea of people paying directly with 2checkout or Paypal is great, but that would bypass my own billing system. Any way to manually add the credits or passing it to a billing system before?

[craigbrass]

Considering V4 is a complete Kayako rewrite, it will take a while to update it to work with V4 I'd imagine.