Fast Setup question... (too confused)

[dimeco]

First let me say that I do appreciate that there is extensive documentation...

Yet I'm trying to get our licence of the kayako support desk up as quickly as possible, but its already been over a few weeks, and I'm still not done. (Okay, I've been doing other things, but only because I'm confused and don't have hours upon hours just to figure it out, which I've already been doing).

I work with software/scripts all the time and have set countless ones up, so I'm not a "newbie" (although I'm not a programmer), however, this just stumps me.

Is there not a really "QUICK" way to get this up and running?

i.e., I have more than a half dozen websites that I own, that I'm trying to centralize the support here.

So I wanted to create a support area for each site.

I 'assume' that I create a department first...
Dept 1: Site1.com
Dept 2: site2.com
Dept 3: site3.com

etc. So far am I right?

Okay... if so...

The problem I am having (or am confused on) is...

isn't there anyway to do "sub" departments?

i.e.,

Site1.com
> Sales
> Feature support
> Advertising inquiry
> other
Site2.com
> Sales
> Login problems
> Cancel Account
> other
Site3.com
> Sales

etc.

As you can see, Each of my sites have some slightly different requirements, they don't "all" have features, some are products, and others are memberships.

Can someone please give me just a really "quick" step by step?

I don't need details, I can look that up.

Basically, I just need to know if I would be right (or is there a better way)?...

Create Department > Site 1
> Create ... ? for sub departments/topics?
Create Department > Site 2
> Create ... ? for sub departments/topics?

Then take them to the form?

I am confused between groups, template groups, etc. Maybe that's part of the problem? (And yes, I've read the manual at least 3 times)

Any quick advice/help would be hugely appreciated.

AJ

[twhiting9275]

You're partly on the right track there.
In your case, you'd probably want to use the groups function, to kind of sort things out. IE: Business A goes to this group, business B to this, and business C goes to another one. This way you don't confuse individuals and get more confused staff.

[supportskins]

You will need to create template groups for each of your websites and according to these template groups you can create departments. Search the forums for satellite helpdesk.

[dimeco]

Thanks for your quick answers. I'll try that...
set group templates...
then add the department.



I appreciate the help.

AJ

[supportskins]

Glad to be of assistance