Here are some of the questions we get asked most often. More will be added as they arrive!
Videos
LogMeIn for Tickets (Video)Link: http://www.youtube.com/watch?v=wbQ_6Z5xUJs
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Link: http://www.youtube.com/watch?v=39Pkd3lYfJE
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Link: http://www.youtube.com/watch?v=bZoo9zf9W5Y
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Link: http://www.youtube.com/watch?v=3zDE-EDopsU
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Link: http://www.youtube.com/watch?v=AEbRmw1qAIM
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Link: http://www.youtube.com/watch?v=gxwGhSNs_tw
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Link: http://www.youtube.com/watch?v=PfjedaPa0NY
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Link: http://www.youtube.com/watch?v=69bEuQJb9ME
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Downloads
SupportPay Billing SystemOur flagship SupportPay Billing System allows you to charge for tickets and live support in Kayako.
Link for Kayako SupportSuite (V3): http://www.support-pay.com/downloads/SupportPay.zip
Link for Kayako Fusion (V4): http://www.support-pay.com/downloads/SupportPay_Fusion.zip
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Link: http://www.support-pay.com/downloads/LogMeIn.zip
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Link: http://www.support-pay.com/downloads/WinAppProxy.zip
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Link: http://www.support-pay.com/downloads/DeptFilter.zip
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Link: http://www.support-pay.com/downloads/Kayako%20SupportPay.pdf
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LogMeIn Manual
StaffRate Manual
Link: http://www.support-pay.com/downloads/Kayako%20StaffRate.pdf
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Link: http://www.support-pay.com/downloads/Fusion%20SupportPay.pdf
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Link: http://www.support-pay.com/downloads/SupportPay_Fusion.zip
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Link: http://www.support-pay.com/downloads/Fusion WHMCS LoginShare.pdf
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Link: http://www.support-pay.com/downloads/SupportPay_LIS.zip
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MultiSite support module
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SupportPay
My demo license says it's expired|
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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
- The ticket must have billable time against it. This is defined either by the "Billable Time" box beneath a staff reply, or by an entry in the "Billing" tab.
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.
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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.
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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;
}
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Although SupportPay forms part of a payment system, it holds no credit card information itself. All the payment details are handled exclusively by the payment providers - PayPal, WorldPay etc. - and SupportPay never sees nor stores any of it.
The only sensitive data that SupportPay stores is the credentials for your payment provider, which of course it must have in order to submit payment requests. The passwords or secrets are all stored in an encrypted form in the Fusion database so that they can not easily be found by either direct database access, or from capturing network traffic to clients or even the Administration console.
Your PCI compliance relies on much more than a single piece of software. Even though SupportPay software has no access to credit-card data itself and therefore isn't directly relevant to PCI, we can provide relevant details to your auditors if required.
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The first question here should really be "Should I prevent people from posting with no credit". This puts a barrier between you and your clients, and removes the option of whether to deal with them or not. Of course, this may well be what you need!
Previously this decision was left to your staff in some cases. It was possible to prevent people from using the "Submit Ticket" form to post when they didn't have enough credit by using the "Department Limits" page to specify a minimum required credit level. This did not apply to emailed tickets, which bypass the "Submit Ticket" pages.
As of build 3034 of SupportPay, two enhancements are available which improve this feature. First, you can use a new group of settings to make the "Submit Tickets" page more informative. Instead of simply blocking unavailable departments, you can add a clear message to the page and also choose to redirect the client to the payments page (or any URL you choose).
The settings to investigate are:
- Redirect ticket posts to paid departments
- URL to redirect payments to
- Submit Ticket message for insufficient credit
The second enhancement is to allow the same filter to apply to emailed tickets as well as the "Submit Ticket" page. The manual has the full details of how this is set up, but in brief you force all tickets for a given template group to be created with a certain status, and then allow SupportPay to decide whether each new ticket is eligible to be moved from that status to your original "Open" status. If the client has enough credit to post, the ticket status is changed. Otherwise, an automatic response is sent which tells the client that they need to buy credit. When credit is available, the ticket is moved from "Pending" to "Open" (or whatever you called your ticket statuses).
You will probably also want to change your auto-close rules (Admin->Tickets->Auto Close) to close down tickets in the "Pending" status after a while so that they don't build up.
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Overdraft can be used in different ways. The simplest is to allow your customers - one, some or all - to go a little over their credit limit.
You can set a minimum credit level for individual departments using the "Department Limits" page, and anyone without enough credit will be blocked from posting. This is useful where, for example, you know that a level 3 support call is likely to take at least half an hour to resolve and you want to ensure that people have at least this much credit before they open a ticket. When new tickets are posted, the overdraft credit is taken into account when deciding which departments are accessible. So for example someone with no credit but a 30 minute overdraft limit would be able to post to a department which has a credit-to-post limit set at 10 minutes but would not be able to post to a department which has a minimum credit level set at 60 minutes.
This isn't "free credit" as such, because the next time they buy credit their old tickets will be paid off first. Once a ticket is in the system it will only be marked as paid when enough real credit exists to do so; the only effect of the overdraft limit is to allow the post to be made in the first place.
The second main use for Overdraft is to implement invoice-led billing instead of pre-paid billing. There are settings which will allow you to send monthly invoices to customers who owe you credit. If you choose, you can set a high overdraft level for trusted customers and then invoice them at the end of the month. Exactly as above, any credit which is bought as a result of the invoice will be used to pay old tickets first.
You can do both at the same time by setting different overdraft levels for different clients. Setting an overdraft for an organisation is simple too - just give the overdraft to the client who is the organisation manager. Remember, his credit - overdraft included - is available to all members of the organisation.
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Yes, you can. Many SupportPay clients don't use the built-in purchasing because they have existing billing mechanisms in place and just want to use the tracking features.
The most straightforward way to do this is just to manually add credit as it is purchased, using the features available in the Staff pages. This way you have full control of the available credit. Although there is no published API for SupportPay, it is also possible to integrate other systems directly so that payments are imported without manual intervention. This would always involve custom development. If you are willing to do this yourself, please contact us for details of how to add credit from a PHP script.
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Pre-sales
Will SupportPay work with Kayako V4?Yes! SupportPay for Fusion (Kayako V4) is available and has many new features when compared with SupportPay for SupportSuite (Kayako 3).
Please see https://www.support-pay.com/indexV4.php for full details, features and pricing.
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Specifically, we need to add one line of code to
config.php and en-us.php, and two lines to widgets.php.
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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.
We are looking at alternatives though; if you would like to run a hosted installation of Fusion with SupportPay enabled, please contact us and ask for more details.
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In SupportPay for SupportSuite (V3), we support PayPal, 2Checkout, Authorize.net, WorldPay and Google Checkout. Others can be added depending on demand or, if it's urgent, bribery.
In SupportPay for Fusion, currently only PayPal and Authorize.net are supported due to lack of demand for the other systems. This is always open to review.
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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.
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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.
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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.
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There is also a LoginShare module provided which allows you to share account information, so that creating a WHMCS account will automatically allow that user to log into Fusion. Please see here for a video demo showing the integration working.
SupportPay for SupportSuite (i.e. Kayako 3) does not provide integration with WHMCS.
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No, SupportPay will work with either Premier or Business accounts. It will not work with a basic Personal account, because it needs API details and these are not available to Personal accounts.
It's free to convert from a Personal to a Premier account, you only need to validate your details with PayPal once. If you go to the PayPal account information, find the link called "Upgrade Account" and use that. You can then choose to upgrade to Premier or Business.
One useful feature of the Business account is that you can hide your email address. With a Premier account, your registered email address is displayed on the purchaser's screen once a purchase is complete, but with a Business account the business name appears instead.
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The following currencies are supported for PayPal. As other payment providers are added, this list may change.
- GBP (British Pounds)
- EUR (Euros)
- USD (US Dollars)
- AUD (Australian Dollars)
- CAD (Canadian Dollars)
- CHF (Swiss Francs)
- DKK (Danish Kroner)
- HKD (Hong Kong Dollars)
- INR (Indian Rupee)
- JPY (Japanese Yen)
- NZD (New Zealand Dollars)
- SGD (Singapore Dollars)
- SEK (Swedish Kroner)
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Installation
After upgrade or install you get "SupportSuite is not installed"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.
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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.
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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.
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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.
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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.
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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.
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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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Fusion
Unresponsive "Update" buttons in ChromeThis only happens when a confirmation dialog is also used. For example, you click on "Update", a dialog saying "Are you Sure?" appears and you click on "Yes".
Although we have not found an explicit fix for this, it appears to be an issue with Fusion rather than SupportPay. The simplest workaround is to wait a little longer before clicking "Yes" on the confirmation dialog. A delay of a second or so is usually more than enough; the problem only occurs when you click "Yes" in a confirmation dialog almost immediately after it has appeared.
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