Suggestions for SupportSuite User Manual

[richm]

Hi there,

Thanks for all your good work on these Jamie!

If I could, I'd like to suggest the manuals go deeper on things. (& if not in the manual, then create "going deeper" or "practical examples" in the documentation folder of the forum.)

If there were more (or any in a few cases) practical examples of how to implement things, I think it would really cut down on the support tickets and questions in the forum.

Areas I see that could use this:
(these are further defined by number later)

1. Using regex within SupportSuite.
2. Creating SLA's (practical examples, powerful examples, best practices)
3. SLA Setttings
4. Using "Custom" custom fields
5. Section names at the top right of each page (where is says "SupportSuite" or "Support Suite Manual"
6. Templates - Practical examples of what can be done
7. Upgrading - How to protect custimizations you've done, how to restore them.
8. Installation - How to create a "test" site

1) Kayako regex doesn't seem to follow standard regex. For an example, see this thread:

Regex validation and custom fields (how to make it work?)

In that example I ran the expression I used in eSupport through at least 3 other common regex evaluatiors, and it didn't work. Knowing how the Kayako regex engine works would be a big help.

2) Further elaboration would be helpful. Maybe even a planning guide, to assist in the process.

3) Understanding how all the settings within the app that touch sla's and due times, interact. How about some flow charts? Visio diagrams?

4) Even a few "complete" examples of using a "Custom" custom field. I went though 20+ posts in the forums today and couldn't find one good (complete) example. Many that said, "create in the interface, then you have to add the html"

5) I imagine a lot of us print your nice manual out, it would be helpful when trying to find a section quickly

6) Some practical examples would really help for those of us who aren't coders. e.g. If you want your page to look like this, do that.

7) Same as short description.

8) How do we create a second "test" eSupport site, such that when we get a new build, we can install this build to the test site, configure and excercise it, check out new features etc. without jeopardizing our "live" support site.


If I could find this stuff in the Kayako KB, I wouldn't be asking here.
To be honest with you, I'm a little disappointed with the level of information in the Knowledge Base on Kayako's website. With the number of posts you see in the forum, I would guess there are a lot of things that should be in KB by now. And no "Trouble Shooters" at all.

Again, you have done some great work here! Keep it up!

Please accept in the spirit intended, which us to help you to help us. Thank you!

Rich

[Jamie Edwards]

Hi Rich,

Thanks for your post - any suggestion is helpful! It is nice to see you are taking a keen interest in the development of it.

Have you seen the recently updated manual? Regarding some of your points, I get the impression you have not looked at a more recent version of the manual? Please see my responses below.

Using regex within SupportSuite.

I do believe that "using regex" would be out of the scope of this manual (and in fact beyond me - people have written 500 page books on regular expressions alone). The manual does state that It is pregmatch (among other similar functions in PHP) that is used to execute regex (a link is provided). I believe some expressions can differ between standard regex and pregmatch.

Creating SLA's (practical examples, powerful examples, best practices)

There is fairly thorough documentation on creating SLAs, with a few brief examples. I believe this is one thing which can be improved on by introducing more substantial examples, however.

SLA Setttings

SLA settings are quite thoroughly documented at the moment - how much further did you expect this area to go to?

Using "Custom" custom fields

I think that the custom field section is very comprehensive at the moment - giving actual practical examples for each type of field and each type of location of that field (this was suggested by another user, so I went back and revised it a couple of weeks ago).

Section names at the top right of each page (where is says "SupportSuite" or "Support Suite Manual"

Good suggestion! The manuals are not yet polished "for print", but they will be on full completion (including replacing all hyper links within manuals with "on page X" phrases).

Templates - Practical examples of what can be done

A templating manual is (for at least the moment) out of the scope of this manual. It may be looked at in the future, however.

Upgrading - How to protect custimizations you've done, how to restore them

The upgrade procedure and required template restorations is also fairly thoroughly documented. (Restorations id documented in the Templates section, but is referenced to in the Upgrade section).

How do we create a second "test" eSupport site, such that when we get a new build, we can install this build to the test site, configure and excercise it, check out new features etc. without jeopardizing our "live" support site.

This is a good suggestion

To be honest with you, I'm a little disappointed with the level of information in the Knowledge Base on Kayako's website. With the number of posts you see in the forum, I would guess there are a lot of things that should be in KB by now. And no "Trouble Shooters" at all.

This is actually one of my next assignments, following full completion of the manuals (to update and continually write articles for the knowledgebase).

==

Thanks again for your post and time. If I have said something is already documented and you still believe it is not, do please point it out again and I'll take a closer look.

Many thanks,

[Casey Rousseau]

Bump.

I think many if all of these suggestions are still awaiting implementation.

[jcasares]

This is a good suggestion

I was wondering about this as we have now a pretty tailored installation so the normal upgrade procedure won't do. Is there a way to have a test site without a license?

[jcasares]

Nobody?

[craigbrass]

Just install /helpdesktest/ on the same domain. This is permitted.

[jcasares]

Thanks, I will try it next time I need to apply an update.

[mopa]

Regarding the test-site these are some of the important factors I have put down on paper:

• I copy the live kayako version to a subfolder called test.

• Even though it is a test site it will be fully functionally so it is important that all testing only involves test-accounts and test emails etc in order to be sure no TESTS are being sent to clients.

• When copying the data and the database it is extremely important remembering to change this file:

kayako\test\config\config.php

Find:
$_DB["name"] = "kayako"; (or whatever you named your database with)

Change to:
$_DB["name"] = "test";

• It would also be a good idea to change this picture:
kayako\test\themes\admin_default\esupport.gif

Change the picture so it is clear that you are on a TEST-site.
This way when you log in you will not be in doubt that it is the test site you are working on.

• First time you log in to a Test Kayako you should go to the admin part and go to:
Settings -> General ->
Here you should change the Product URL to:
http://domain.com/test/ (or whatever url your test site have)

This will make all the links within kayako link to the test site. If you don't do this you will experience that a lot of links will take you to the live kayako site instead.

• Remember to change the Mail Parsers on the TEST-site:
Go to:
Admin -> Mail Parsers -> Manage E-Mail Queues:

Delete all mail parsers or change them into your test email accounts:



Sorry I know this might be a little off-topic but I thought it might be needfull to some and I fully support the sugestions from richm.