Introduction Benefits Kayako’s Fusion, Engage and Resolve are sophisticated helpdesk systems and used to support many websites. There are two problems that stands in the way of a superb user experience. There is no Single Log On (SLO) available and they have a limited implementation of Single Sign On (SSO). (We will use the word Helpdesk in this document for either Fusion, Engage or Resolve. ) Our Helpdesk Ultimate Integration solution (FUIM for short) addresses these problems by means of an easy to install Helpdesk module. After installation you get: · SLO: a user who logs in to the helpdesk gets automatically logged in to the supported website . For clarity we will call the supported website “the Integration” in this document. · SSO: The user needs only to register on one site and gets registered to the other site. Your choice if registration takes place on the Helpdesk or the Integration. · User records are synchronized in the background when a user logs on. Thus changes in the common fields of the user record of the registration site (called Master, see below) like password, email, user group, phone, address, full name and more are done on the fly on both sites without any action of the user. When you disable FUIM, the sites can run independently. · You don’t need to change any Helpdesk or integration code. Just a change in one of the CSS files of the Helpdesk is needed to make the module work. · All Integrations are supported by means of an open source plugin system. You can easily program your own by changing a few lines in the existing plugins. Many plugins will be available within the first few weeks after release. · DSLO: With additional software, like the Breincoach Magento DSLO support module, you get DSLO. This means a user can login to either the integration (for instance Magento) or the Helpdesk to get logged in on both. This is important for e-commerce websites where the client can register and login during the checkout process without losing the basket. How FUIM works To understand how FUIM works you need to know the difference between the Master website and the Slave website. The Master is the website where the user must register and maintain their profile. The other website will become the slave. You can choose if the Helpdesk or the Integration becomes the Master. The basic operation of FUIM is pretty simple: 1. When a user logs in on Kayako’s Helpdesk the user is authenticated on the Master. If the user is not registered on the Master the login will fail. And of course when the authentication fails the logon with fail as well. 2. When the authentication is successful then the Slave is tested for a the presence of a valid user record. If there isn’t one, a new user record is created on the slave using the Masters user data. 3. In case there is a valid user record found on the slave, fields with the same purpose are checked and updated if necessary. Most common fields, like username, email, password, user group, addresses and phone numbers etc. are handled. 4. Then the user is logged in on the Helpdesk and the Integration. As you can see, when you set the integration as Master the system operates like Kayako’s Loginshare. However, the module adds the all-important single logon feature. Also there are more fields synchronized and you can easily add your own as explained later. If you set the Helpdesk as Master all registration takes place on the Helpdesk and the user data on the Integration will follow those on the helpdesk. Single Logon is provided in this case too. Easy adaption The interface layer between the FUIM module and the integration consists of an integration class with easy to understand functions. Because the code of this class is open source new integrations can be programmed without too much ado. The core module provides the most common functions and supports using an API and/or database based integration. At this second release we provide this class for Joomla 1.5+, Magento and WHMCS. In beta test are the OScommerce clones osCommerce (2 and 3),OscXT, OscZen, OscMax,and OscSEO, Moodle and Wordpress. Coding of Efront, myBB, Vbulletin and phpBB3 has started. You find the source of the integration code in the directories: <kayako root>/_modules/Breincoach/library/includes/xxxxxx Note that the integration class for Magento uses the Magento API and serves as an example for integrations using an API. The others classes use the faster database approach. There is nothing that stops you from using the database and the API. DSLO implementation Although not absolutely needed, the setup with DSLO a lot more user friendly. After all Fusion, Engage and Resolve are helpdesk systems and only used when needed. The user is (hopefully) focused on the Integration and logging in on the Helpdesk to get access to the main site feels a bit weird. There are ways around this using customized login forms on the Integration, but under the hood the login will still take place on the Helpdesk. Katako’s Loginshare suffers from this backward behavior too. A serious problem arises with ecommerce systems where the user can fill his basket and registers and/or logs in during the checkout process. The result is that the user must login to the helpdesk after this one time to get registered on the helpdesk. Magento is an example of this behaviour To the rescue comes DSLO as explained above. Coding a DSLO module needs a good understanding of the software on which it will run and takes time. At the release of FUIM version 2 we have a DSLO module/plugin available for Magento. DSLO for Joomla can be achieved with the open source Joomla component JFusion (www.jfusion.org). You need our Helpdesk plugin for JFusion to complete the setup, but then you can add even more websites to the system. We have successfully integrated Joomla, Magento and the Helpdesk this way with one registration point and DSLO on all three websites.