SupportPay has many features as standard, and some more advanced features which are available as optional extras. This is a rundown of the main ones.

Low Requirements

  • Kayako SupportSuite or eSupport 3.50 or above, Bought or Leased versions
  • ionCube (compatible with Zend Optimizer, no installation usually needed)
  • OpenSSL support in PHP
  • Windows or Unix host
  • PayPal Premier, PayPal Business, Google Checkout, 2Checkout, Authorize.net or WorldPay Account

Simple Installation

Unlike some other modules,   SupportPay requires only minimal changes to your Kayako installation. You need to add one line of text to three configuration files. No hacking around with Kayako's internals, no changes to javascript, no changes to templates, no restrictions on not having any other modules, no overwriting Kayako files with modified versions, no unauthorised alterations to Kayako's database tables. This means you can upgrade Kayako any time you like without having to worry about breaking   SupportPay - and vice-versa.

Supports Many Currencies

Choose from 6 currencies in which to take payments : GBP (£), USD ($), EUR (€), YEN (¥), AUD (A$), NZD (NZ$). Other currencies can be added depending on demand.

All Payments are Automatic

All your staff have to do to take payment is close a ticket, exactly the same as you do right now. Provided that the customer has any credit, you'll be paid within a few minutes. Of course, you can always take payment immediately if you want, and your staff still have the choice of whether to work on a ticket even if the client has no credit.

Charge for both Tickets and Live Support

You can charge for either Tickets, Live Support sessions or both by simply choosing what departments expect payments. Live Support sessions can usually be matched up to existing accounts even if the client wasn't logged in at the time. Optionally allow staff to change Live Support bills before they are paid instead of using the actual session duration.

Sell 'Minutes', 'Tickets' or 'Packages'

You can choose whether you want to sell your time in 'minutes', 'tickets' or 'packages'. Or a combination of them all. 'Minutes' are just that - one minute of work takes one Minute credit to pay for. 'Tickets' are all-inclusive payment; one 'ticket' credit pays for an entire ticket, no matter how many minutes' work went into it.

'Packages' are combinations of 'minutes' and 'tickets', sold for a fixed price. You create Packages when you want, costing what you want, containing however many Minutes or Tickets you want. You can create time-limited packages which are only on sale between dates you specify, packages which remove unused contents after so many days, or packages which are added for free to any new client. Or any combination of all these options.

Change Key Phrases

If you don't like the words "tickets", "minutes" and "packages" you can change them easily, on every page, from one place. It only takes seconds to change them to anything you like.

Clients can be their own Account Managers

Handle company (or family) accounts easily by making a customer into their own Account Manager. They control who their members are, can send invitations or remove members at any time and can see all their members' tickets. The account manager buys credit for all their account members to use.

This is an optional feature.

Manual Adjustments

Make changes to any customer's credit any time you like. Your staff can enter transactions manually so that adjustments or cash payments can be recorded without having to go through your chosen payment gateway. To avoid questions, all transaction adjustments are visible to the customer.

VirtueMart Integration

If you use the popular Joomla and Virtuemart combination, you can sell SupportPay Packages from your VirtueMart shop. If the buyer doesn't have a Kayako account, they will be registered and any relevant VirtueMart purchases will be added.

Auditing

Any significant change to a client's account such as discount rate, account manager status or account members is logged automatically so you can find out who changed what, when and why.

Secure Password Storage

Unlike some other payment solutions,   SupportPay doesn't store your Merchant account passwords in plain-text in the database. Plain-text database entries are potentially readable by anyone with database access. Like your staff, your clients and anyone else on the web with a bit of hacking knowledge.

We encrypt all your financial passwords so that even someone with access to your Admin Settings screen can't just "View Source" and read them. Of course nothing is completely uncrackable but that's no reason to leave your secrets lying around.

Affiliate Bonuses for Signing Up Others

Increase your customer base by getting your customers to sign up their friends. If you allow it, each new person signed up by an existing customer will earn them credit - you say what percentage of the new customer's purchases get awarded to the person that signed them up. A small section of HTML is given which can be put on any other website or email.

Affiliates can be set to expire after a certain number of days if you don't want customers to earn bonuses for ever.

This is an optional feature.

Pay your Staff Commission

If you have part-time or casual staff, you can pay them commission or bonuses directly from within   SupportPay. You set how much each minute or ticket they charged is worth, and   SupportPay will work out how much cash to pay to each staff member. If you use PayPal you can even pay them automatically.

This is an optional feature.

Built-in Reporting

There are a choice of new reports supplied with   SupportPay which you can run any time you choose. More reports are being added as people request them, so do let us know what you need. Each report can be saved to a CSV file, ready for importing into Excel, Sage or most other accounting packages.

Discounts

Set a fixed discount rate for any of your customers which can be changed or removed at any time. Any discount is applied automatically when they purchase anything.

Statements

Your customers can see their full credit and purchase history anytime they choose. They can select individual items or any calendar period and print a statement for their own records.

Customisation

All of the client-facing screens can be customised using normal Kayako templates. If you don't like the standard layout you can change it for yourself.

Migrate from TicketPay

If you're using TicketPay now,   SupportPay will copy all of your existing payment history across without changing a single line of your TicketPay data. All payments, all customer history, all TicketPay packages are brought across and are ready to use immediately.