Multiple Installations/Database Integration Question

[thrushwolf]

Hey Guys,

Our situation is such that we are an ISP who uses this supportsuite (and so far it rocks ) and another ISP is looking at getting into it aswell.

My question is this: If the other ISP were to get this software, is there a way that we can have our databases talk to one another directly instead of email correspondence? We can setup email communication no problem, but this limits its usability as ticket status and such wouldn't be reflected if a ticket was closed in one and not the other.
We want to keep our systems separate and keep our own records obviously because we are two separate businesses and so a shared database would be out of the question, so is there any foreseeable solution Kayako could offer to us?

Thanks in advance!

[Jamie Edwards]

Hi there,

If the other ISP were to get this software, is there a way that we can have our databases talk to one another directly instead of email correspondence?

I am afraid not without some major customisations to the software which I would not recommend doing, as the project would be vast and such modifications may render some instabilities.

You could possibly (although this will be unsupported) share the same database. You would maintain two file installations of SupportSuite at two different locations but connect them to different database servers. This is only a theory, however - I have not heard of anyone attempting this before.

Beyond automatically forwarding correspondence (parser rules), making use of ticket alerts, mail parser rules and additional e-mail queues to send and receive these e-mails I am afraid that there is nothing specific we can offer you that will cater for your requirement.

[thrushwolf]

Ahh that's to bad.

Thanks though Jamie