Multi Domain helpdesk.

[msmartinwsx]

OK Then.

After raising a helpdesk ticket asking the best way to do this and getting a reply that was really rather poor considering the product - I thought I would post to see what everyone else thinks.

If you have multiple groups/brands using the same SS install you have to use groups e.g brand1 and brand2 having to use a url such as http://helpdesk.com/?group=brand2

Now, that is all well and good until someone visits the helpdesk directly (either via book marks, another browser by entering the address from memory and to be presented with the default brand (brand1) and on the intended brand2.

As such, given the current form - the is very little point in the multi domain keys.

It would be much better for these settings to be held in the group configuration and then the URL requested is linked to this (from header information) and the correct group shown e.g

http://support.mybrand1.com > shows the brand1 group
http://support.mybrand2.com > shows the brand2 group

That way - there is complete anonymity and no references to either group.

The current system is very poor and something that I had hoped was better in v3 over v2.

Maybe Kayako (Varun) can tell us if he plans to change this or if this is how it is. If we have to change back to Cerberus (which copes with this perfectly, I would rather do it now than later).

M

[Digital Mayhem]

Well here is a solution have your install at for example

http://www.whatever.com/support19ladjfal/

then create support.mybrand1.com and have it just forward too http://www.whatever.com/support19ladjfal/

then create support.mybrand2.com and have it just forward too http://www.whatever.com/support19ladjfal/

[msmartinwsx]

No - That does not deal with the issue in hand and does not answer my question as to what is the point of a multi-domain key if they cant use it in any useful way.

Despite wwhat SupportSuite hopes to achive with groups - it is implemented very poorly.

[netFusion]

Originally Posted by msmartinwsx

. . . my question as to what is the point of a multi-domain key if they cant use it in any useful way.

I believe the point is to give you a price break such that you can run three "separate" installations on three "separate" domains.

When I read about it, that is how I interpreted it. I did not get the impression that it's purpse was to have one installation that combines support for three separate domains into one area...

Kayako will have to respond for the definitive answer, but I'm pretty sure that is how it is implemented...

Good luck!

[msmartinwsx]

In some ways I agree - but then that it was I *thought* groups were for.

You template each group as per each of your brands. Then the multi domain key allows you to install SS onto each of those using the same database.

It looks to me as if something major is missing here. Having 3 (or however many) helpdesks is really not a time saver, let alone convinient!

Matt

[Digital Mayhem]

Additional Domain Keys are for additional installation doesnt matter if they are ghost copies sharing the same database or if they are just totally different installations.... Now Template Groups dont require you to have Domain Keys as they aint ran on other domains....

[msmartinwsx]

I know template groups do not require you to have domain keys for each domain - I have not said once that they DO require you to.

Once again XETechnologies, you are missing my point.

If you have a multi-domain key with blah1.com and blah2.com you *should* be able to run X amount of different helpdesks without need to prepend group= or place in a subdirectory as you have said.

The reason this was posted here is because this forum is aptly named "Suggestions & Feedback"

[mhunt]

msmartinwsx....I agree that the way SS handles template groups using cookie controls does cause many end user frustrations. We receive dozens of calls a day from users whom have accidentally accessed another template group as they have entered a base URL instead of the redirect URL we have provided them.

I'm also interested to see if Varun has plans or options to achieve a better way to achieve the satellite helpdesks function, specifically for those who have purchased multiple domains, and wish to allocate these to a single SS database instance.

Mark

[pwnm]

I would also put a strong vote in for this (changing the template group based on the hostname)

[bear]

Originally Posted by msmartinwsx

If you have a multi-domain key with blah1.com and blah2.com you *should* be able to run X amount of different helpdesks without need to prepend group= or place in a subdirectory as you have said.

Simple enough to use mod_rewrite to fix this until such time as Kayako solves it.

RewriteEngine on
RewriteRule http://www.blah1.com$ http://www.blah1.com/?group=brand1 [L,R]
RewriteRule http://www.blah2.com$ http://www.blah2.com/?group=brand2 [L,R]

The above is untested, but should redirect any call to the root domain to instead deliver the ?group information.

[Vagrant X]

Or if you don't have or can't assume you'll have a URL rewriter, just drop a check at the top of index.php (for example):

[mailer]

PHP Code:

<?php
  if ( !isset( $_GET['group'] ) {
    if ( stristr( $_SERVER['HTTP_HOST'], 'mydomain.name' ) > 0 ) {
      $_GET['group'] = 'mydomain';
    }
  }?>

[/mailer]

There's still the problem of product URL links in the group's templates, which I posted on another thread - any suggestions on that front? (eg, keeping mydomain.name or myother.name in URLs, form POSTs, and so on)

[MisterPopularity]

Originally Posted by Vagrant X

Or if you don't have or can't assume you'll have a URL rewriter, just drop a check at the top of index.php (for example):

[mailer]

PHP Code:

<?php
if ( !isset( $_GET['group'] ) {
if ( stristr( $_SERVER['HTTP_HOST'], 'mydomain.name' ) > 0 ) {
$_GET['group'] = 'mydomain';
}
}?>

[/mailer]

There's still the problem of product URL links in the group's templates, which I posted on another thread - any suggestions on that front? (eg, keeping mydomain.name or myother.name in URLs, form POSTs, and so on)

actually, the above doesnt work for 3.00.90, so i've made this, which works fine.

PHP Code:

if (stripos( $_SERVER['HTTP_HOST'], 'domain1.com' )) { 
$_GET['group'] = 'domain1.comtemplate';
}
else {
$_GET['group'] = 'defaulttemplate';
} 


[ckirby]

I have to agree that the Kayako multi-domain support is poorly implemented and I would go as far as saying it simply does not work at all. It is useless. I used to use Cerberus Helpdesk which implemented this feature perfectly.

Although Kayako has its advantages over Ceberus, I feel that that the folks at Ceberus listen more carefully to customer requests and are much faster at implementing new features.

Kayako, I hope you are listening. I like your product and bought it for a reason but I am baffled as to why some glaring bugs and missing features take so long to fix or implement. There are some huge bugs that remain still broken after so long has passed. I hope something can be done about this.

[velocis]

Yes I have to agree with all of you that the multi-domain support is a bit wanting and talking to Livesupport or logging tickets is like talking to an automated response machine that does not read your actual question.

will explain what i am trying to achieve and how close I got (but no cigar)

Need to setup one single installation of Kayako, with multiple domains (help.domain1.com, help.domain2.com, help.domain3.com) pointing to it.

We managed to setup the single instance, create multiple templates which is fine, and we then pointed the multiple domains to this.

Now we can go to the primary install domain (help.domain1.com) and specify index.php?group=domain2 and it will come up with the correct template and everything is fine, but we really want the url to be help.domain2.com as this is help for help.domain2.com.

If we go to help.domain2.com/index.php?group=domain2 it works and brings up the correct template and the domain looks correct, but as soon as we try and do anything involving a FORM/POST action then it defaults back to the domain help.domain.com, along with loading the wrong template off domain1.com which I still have a cookie for.

SOLUTIONS:
From what I can gather you could possibly try one of the following, any help on which ones would work would be good.

1. Use a mod_rewrite hack (going to test this)

2. Try using a FRAMED page with a TOP and BOTTOM section to spoof the URL

3. Somehow re-write the {$basepath} template variable somehow to reflect the current host.

4. Create 1 database and then create a GHOST install of the app for each domain you wish to use (this is not a very good solution as it means you need to do heaps of work each time you want to set up a new domain.)

Any help from people that know would be great

[neosurge]

Intrested in hearing a response on this item as well.