Here are some of the questions we get asked most often. More will be added as they arrive!
SupportPay
My demo license says it's expiredThe demo license is expired when we issue it.
SupportPay gives you a two-week grace period after your license expires and this is how we do the demo period. You will get a countdown at the top of the Admin and Staff pages showing you how many days you have left before it stops working altogether.
You have installed
SupportPay successfully and created and closed a ticket, but it does not appear under "Unpaid Tickets" in the Staff Control Panel.
The most likely reason for this is that you have not defined any departments to be Billable. This is set in the Administrator Control Panel, in the Settings section for
SupportPay.
For a ticket to show up in the "Unpaid Tickets" page, the following conditions are required:
- The ticket must be closed
- You are the owner of the ticket, or an Administrator
- You are a member of the department that owns the ticket
- The ticket belongs to a billable department
- The ticket has not been fully paid
Tickets will be automatically paid usually within 5 minutes, provided the client has enough credit, without having to manually request payment on the "Unpaid Tickets" page.
Not automatically, not yet. It's certainly possible with some of the payment gateways.
We're looking into how much demand there would be for this. If there is demand, it will probably be a paid option.
It is calculated as the number of
active staff during the previous month. Active staff are those who answered tickets or Live Support sessions for which credit was deducted.
In other words, if you have a department which doesn't charge, or maybe account managers who use the helpdesk but don't charge, they aren't counted.
No, you can download new builds of
SupportPay whenever you want. Any Administrator logging in will get a notification of new versions, and you can download them directly.
There is currently a minor bug in Kayako V3 where a Javascript error is raised in Internet Explorer 8. This is found on the "Answer Tickets" and "User Credits" pages, when you click on a link in one of the grid items.
This error is harmless; the page continues correctly after the error dialog is closed. However, if you want to fix the error it can be done in
\includes\functions_html.php. On (or near) line 301, replace this:
echo '<tr id="trid'. $id .'" class="'. $rowbg .'" onmouseover="'. "showHighlight(this);" .'" onmouseout="'. "clearHighlight(this, '$rowbg');" .'" onclick="'. "if (document.{$name}.itemhighlight{$id}.value == '1') { this.className = 'rowselect';} else { this.className = '$rowbg';}" .'">'.SWIFT_CRLF;
if ($_massaction)
{
echo '<td align="center" valign="middle">'. "<input type='checkbox' name='itemid[]' value='$id' class=\"swiftcheckbox\" onclick=\"if (document.{$name}.itemhighlight{$id}.value == '0') {document.{$name}.itemhighlight{$id}.value = '1';} else {document.{$name}.itemhighlight{$id}.value = '0'; } if (this.checked) { displayGridTabData('". $name ."', true);hideTabOn('gridopt".$name."', '". $displaytype ."'); }\"><input type='hidden' name='itemhighlight{$id}' value='0'>" .'</td>'.SWIFT_CRLF;
}
with this:
if ($_massaction) {
echo '<tr id="trid'. $id .'" class="'. $rowbg .'" onmouseover="'. "showHighlight(this);" .'" onmouseout="'. "clearHighlight(this, '$rowbg');" .'" onclick="'.
"if (document.{$name}.itemhighlight{$id}.value == '1') { this.className = 'rowselect';} else { this.className = '$rowbg';}" .'">'.SWIFT_CRLF;
echo '<td align="center" valign="middle">'. "<input type='checkbox' name='itemid[]' value='$id' class=\"swiftcheckbox\" onclick=\"if (document.{$name}.itemhighlight{$id}.value == '0') {document.{$name}.itemhighlight{$id}.value = '1';} else {document.{$name}.itemhighlight{$id}.value = '0'; } if (this.checked) { displayGridTabData('". $name ."', true);hideTabOn('gridopt".$name."', '". $displaytype ."'); }\"><input type='hidden' name='itemhighlight{$id}' value='0'>" .'</td>'.SWIFT_CRLF;
} else {
echo '<tr id="trid'. $id .'" class="'. $rowbg .'" onmouseover="'. "showHighlight(this);" .'" onmouseout="'. "clearHighlight(this, '$rowbg');".'">'.SWIFT_CRLF;
}
Pre-sales
Will SupportPay work with Kayako V4?We fully intend to move
SupportPay to Kayako V4, but this is likely to take some time. V4 is a complete re-write of Kayako.
The core payment systems will work unchanged, but all the display code for
SupportPay will need to be completely replaced. There will be an upgrade path from V3 to V4 for
SupportPay.
Yes, it will. Because
SupportPay is designed from the start not to alter
any aspect of Kayako's code except for configuration, it will work with the Bought, Leased and Trial versions.
Specifically, we need to add one line of code to
config.php and
en-us.php, and two lines to
widgets.php.
No, unfortunately it won't. There is no access to the server if you use Kayako's hosted version, so there is no way to alter the configuration files which would allow
SupportPay to work, or to upload the new program files.
The cost varies, depending on which options you need and the size of your organisation. You can calculate the cost for the package best suited to you on the
purchase page.
Currently we support PayPal, 2Checkout, Authorize.net, WorldPay and Google Checkout. Others can be added depending on demand or, if it's urgent, bribery.
Not necessarily. All the financial transactions are sent to the payment gateway over a secure (HTTPS) connection, but you don't need a certificate to do that. The only two places you might need a certificate for are if you use PayPal Website Payments Pro and host your own credit-card page, or if you want to change the PayPal banner logo.
Simply because we couldn't decide on a fair price otherwise. We didn't want to penalise smaller businesses, nor charge the heavyweights next to nothing.
Yes, there is.
You can try
SupportPay out for free for two weeks with no restrictions, including taking real payments. After that you will need to buy a license but if you need more time to test you can choose an inexpensive monthly license until you're satisfied.
Simply
download the software and then use our
License Manager to request a demo license - it will be issued immediately.
Yes, you can. All your existing financial records will be visible to your clients, both purchases and payments (their own, obviously!). Your TicketPay packages also get copied across. Callbacks are not currently supported.
The TicketPay records themselves remain unchanged, so you run no risk of losing information. We have also made the migration process able to be re-run, so any new TicketPay records that get created while you're testing
SupportPay can be copied again and again without erasing any new records
or creating duplicate copies.
No, there's no open-source version of
SupportPay.
I'm afraid not. (Long answer warning!)
There's a good reason for this. With buy-once software, particularly in a fairly small market like this, before long everyone that's interested has bought it and you stop earning anything. At that point, the only way for us to survive is to rely absolutely on paid support. The catch is, if we make the software reliable and easy to use (as we certainly hope to), we don't earn any money.
We'd much rather be up-front about it, charge the monthly or annual fees (as Kayako themselves do even with a Bought license) and give a certain amount of support for free.
Installation
After upgrade or install you get "SupportSuite is not installed"This is caused by a bug in SupportSuite where certain characters in settings cause the SupportSuite registry to become corrupt. The installation for
SupportPay is aware of this and will check for some of these characters but it is possible that you may still get this error.
You do not need to reinstall SupportSuite to fix this! However, it is a very technical fix. Full instructions are given below but if you are not happy to make manual changes to your database, please open a ticket so that we can do the necessary repairs for you. If you do make the changes yourself, please be aware that this is entirely at your own risk.
1) Connect to MySQL using e.g. phpMyAdmin.
2) Browse the contents of the table called "swregistry".
3) Find and edit the row where 'vkey' = 'settingscache'
4) MAKE A COPY OF THE CONTENTS OF THE 'data' FIELD in e.g. Notepad!
5) In the 'data' field of this row you need to identify the special character that is causing problems. The most likely will be a GBP currency symbol (£) entered by TicketPay. This will appear as:
s:1:"£"
To fix the registry, you must add one to the number before the text for every special character in the text. In this case, the correct text would be:
s:2:"£"
This last step will depend on the exact character that is causing the problem. The actual text in the "data" field is much longer than the example given here; it should be left entirely unchanged except for adding one to the number immediately before the section of text that contains the special character.
After installation, you received this error:
Site error: the file C:\AppServ\www\kayako\modules\supportpay\setup.php requires the ionCube PHP Loader ioncube_loader_win_5.2.dll to be installed by the site administrator.
At present we use ionCube loaders rather than Zend. Normally the ionCube loaders, included with all the downloads, need no installation and just work automatically. However, occasionally they may need manual steps to install. In this case, please follow the instructions on this page:
http://www.ioncube.com/loader_installation.php
The correct URL for your copy of their 'check' script will be:
http://www.my-website.com/kayako/ioncube/ioncube-loader-helper.php
If you are using Windows, it may be worth trying alternative loaders. Download http://downloads2.ioncube.com/loader_downloads/ioncube_loaders_win_nonts_x86.zip and replace the existing loaders (in the ioncube directory) with the alternative ones.
There are many variations on ways of getting ionCube loaders working if they do not work "out the box". If you are still unable to get the ionCube loaders working after this please let us know and we will try to help. Ideally you would include a direct link to a phpinfo page.
If you have trouble getting the ionCube loaders to work it will help us immensely if you can provide a link to a phpinfo page. This gives lots of information about your hosting environment.
To create one is simple. Create a text file called "phpinfo.php", containing this text:
<?php
phpinfo();
?>
Place this file into the relevant directory on your server, typically wherever you have installed Kayako. Test it by fetching it from your web browser; you should see a page with a purple PHP banner.
We have discovered that a change to our installation mechanism has caused problems for anyone who has installed TicketPay, even if TicketPay is not currently active. The install stops, and the PHP error log reports:
PHP Fatal error: Cannot redeclare function updatetemplate() (previously declared in C:\Program Files\Zend\Apache2\htdocs\kayako2\modules\ticketpay\setup.php:614).
The function "updateTemplate" is a standard part of Kayako, but the TicketPay installer defines its own version of the same function. This prevents
any installer, whether used before or after, from creating any templates.
We have introduced a workaround in our installers which allows them to complete successfully in certain circumstances. However, depending on the configuration of your server you may still be unable to install
SupportPay. If this is the case, you need to temporarily remove the "ticketpay" folder.
1) Using your FTP client, find <kayako>/modules/ticketpay.
2) Move the "ticketpay" folder outside the "modules" folder so that Kayako's installation system does not recognise it.
3) Complete the
SupportPay installation.
4) Move the "ticketpay" folder back to it's original location.
A support ticket has been opened with TicketPay but there has not been any response.
When you try to install a license, you receive the message:
OpenSSL is not enabled. Please check your server configuration.
SupportPay needs the PHP "OpenSSL" extension to be installed. First, please use the
phpinfo article to check your PHP configuration.
There may be many references to OpenSSL in the phpinfo page, typically inside other sections such as "curl". These do not imply that the OpenSSL extension is installed. This screenshot shows the correct section:
The official documentation on installing OpenSSL with PHP is at http://www.php.net/manual/en/openssl.setup.php . If you are using Windows, please note that the libraries called "libeay32.dll" and "ssleay32.dll" must be in your search path. To do this, they are often copied into C:\Windows\System32 although this is not an ideal solution. If you are using 64-bit Windows, you need to copy them into C:\Windows\SysWOW64 instead of System32.
There are some notes specific to IIS at http://forums.iis.net/t/1149788.aspx , and notes for Windows at http://jp2.php.net/manual/en/openssl.installation.php .
The libraries themselves should be provided with your PHP installation.
After installation, you see no extra Widgets on the client front page.
There are no extra requirements for these to appear beyond the installation. They do not depend on any settings, for example. The only requirements are:
-
SupportPay is installed on the server's file system.
- Setup/Modify has been run, telling Kayako that
SupportPay is available.
- The <kayako>/includes/Widgets/widgets.php file has been edited as described in the
manual.
On running the
SupportPay installation, you get this error:
Please edit config.php to define this module before installing
To avoid this, please follow the instructions in the "Patch Existing Files" section of the
manual. This section is immediately after the description of the installation, where instead it should come first.
This message will be corrected in a future release of the software.
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