HOWTO: Setup SMS Gateway and Configure Alerts

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This guide is designed to show new users how to setup their SMS gateway and then configure alerts to send SMS messages depending on the rules:

Purchasing Credits

1. Visit https://members.kayako.net

2. Login using the same information you used when you purhcases eSupport/SupportSuite

3. Click the 'SMS Gateway' tab, at the bottom you can choose how many credits to purchase.

Setting up the gateway in SupportSuite/eSupport

1. Login to your 'Admin' interface at http://www.domain.com/support/admin/.

2. Select 'Settings'

3. Choose the 'CPU Optimization and Server Settings' option

4. Under the SMS Gateway heading:

- Enable the SMS Gateway by click the 'Yes' radio button
- Enter your username and password (same as you used earlier to login to the Members Area)

Once you have entered that click 'Update Settings' at the bottom of the page.

Configuring SMS Alerts

1. Login to your 'Staff' interface at http://www.domain.com/support/staff/

2. Select the 'Tickets' navigation tab

3. Under 'Alerts' select 'New Alert Rule'

Now, imagine we want to receive a text for all critial & emergency tickets which are submitted

4. Enter a rule title - 'Emergency SMS Alert'

5. Select the 'SMS' option in the drop down menu for Alert Type

6. Choose whether or not you want this rule to apply to just yourself or to all your staff. Remember: if you select Public you will use more credits per ticket submission.

7. Tick the 'New Ticket' checkbox.

8. Leave the 'Run only for Assigned Tickets' option as 'NO'

9. If you wish to specify a specific department select the department in the 'Filter by department field'

10. Leave the ticket status option as --All Ticket Status --. This will then ensure all tickets submitted are sent regardless of what system setting you have - i.e. the setting which defines what to do with new tickets.

11. Select the priority 'Emergency'

12. Click 'Insert'

12. Repeat steps 3 thru 11 however select 'Critical' insted of emergency.