Kayako Support Web Applications + PC Add-on's
- SupportSuite v3.30.02 - SupportSuite v3.11.01 - eSupport v3.20.02 -
- LiveResponse v3.1 - InstaAlert v3.1 - SyncWorks v3.1 -
- Language Files & Update Tool - Translations + XML Languages - Install Tips -
[Created: 10th September 2008 - Updated: Weekly!]
- SupportSuite v3.30.02 - SupportSuite v3.11.01 - eSupport v3.20.02 -
- LiveResponse v3.1 - InstaAlert v3.1 - SyncWorks v3.1 -
- Language Files & Update Tool - Translations + XML Languages - Install Tips -
[Created: 10th September 2008 - Updated: Weekly!]
:: OVERVIEW ::
Below are updated links to Kayako SupportSuite and the relevant optional add-on's.
Do a google search for a comparison between version 3.11 and 3.20 for a features, modifications and upgrades list.
Btw, if anyone has KayakoMobile working, please post a link in this thread.
These links are constantly being updated.
I'd recommend sticking with this version (3.11.x) rather than using SupportSuite / eSupport 3.2 (unless you are using the new version 3.2 of the addons, not recommended), as the addons have been tested and are guarenteed to work only with SupportSuite.
- The SyncWorks tool provides MS Outlook integration; desktop support monitoring, communication and access to all the other features provided in this suite.
- The LiveResponse utility. This tool is fantastic, (sorry for getting carried away), it allows you to be infront of your PC, and provide support to all your visitors (via text, i.e. typing). It's tested and works perfectly with SupportSuite. I have personally released this. Try and find it elsewhere!
- The InstaAlert application allows you to have a tray application running, that can alert you in real time of new tickets and support requests. The perfect tool for a fast response support team!
- The LiveResponse SIP/VoIP application allows you to communicate with those using your website, where they can ask you questions in real time, and the technician can respond by speaking into their microphone etc.
Whatever you do, do not download anything off of the Kayako website. Their software will ask for a serial number, and initiate a 30 day trial. This includes the software that runs on the PC.
If you happen to discover a broken link, or experience any troubles, then please send a message to us so we may fix it. Thanks!
Everything has now been amalgamated into one single post, and if I've missed anything, please let me know!
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:: FEATURE SUMMARY ::
Key features of SupportSuite™ include:
* Clean, fast and intuitive AJAX-based interface
* Integration with Microsoft® Active Directory® (LDAP), vBulletin™ and ModernBill™, among many other third-party applications
* Reliable live chat seamlessly through a client's web browser
* ViewShare to share a desktop view with a client via their web browser
* Integrated VoIP (soft phone) functionality
* Robust SLA management, work schedules and escalation pathways
* Teamworking features for creating and sharing events, tasks and contacts
* Detailed reports and analysis
* Synchronization with Microsoft® Outlook®
* Integrate and synchronize with a Windows® Mobile® device
SEE full feature list at the very bottom....
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:: SCREENSHOTS ::
Click to see a larger image / screenshot of the web application. A new window will open displaying each image.
Please see below to learn what each tool does, or visit their website (loads of screenshots and examples etc).
Admin PageClient Front PageInstaAlertLive responseLive ResponseSyncWorks
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:: KAYAKO SUPPORTSUITE + eSUPPORT ::
- Kayako SupportSuite v3.30.02
UPDATED: December 2008
RAPIDSHARE.COM: (includes Automatic Activation! no need for Keygen)
http://rapidshare.com/files/170191288/Kaya...30.02.part1.rar
http://rapidshare.com/files/170191267/Kaya...30.02.part2.rar
http://rapidshare.com/files/170194434/Kaya...30.02.part3.rar
http://rapidshare.com/files/170191170/Kaya...30.02.part1.rar
http://rapidshare.com/files/170191142/Kaya...30.02.part2.rar
http://rapidshare.com/files/170193249/Kaya...30.02.part3.rar
Manual Activation - If you wish to use a KeyGen:
http://rapidshare.com/files/173928749/3.30...7_then_run_.rar
http://rapidshare.com/files/173928967/3.30...7_then_run_.rar
Automatic activation! (you can re-activate manually if you wish... no problems)
Includes ALL integration instructions for WHMCS (TPL + PHP files) , ModernBill + ModernBill v5, etc.
Includes:
- SupportSuite,
- Kayako Mobile (PPC2003, WM5),
- InstaAlert,
- Live Support LiveResponse,
- SIP/VoIP Support Addon,
- SyncWorks,
- InstaAlert
- Support Documentation and ALL Manuals.
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- Kayako eSupport v3.20.02
Please read the config file, where I have added additional intrinsic documentation.
This is only a portion of the 'mega' SupportSuite package. As the same suggests, it only covers Online Support.
Kayako eSupport v3.20.02 - see 'Config.php' file for basic hints on configuration.
Kayako eSupport v3.20.02 - alternative link.
Password:
CODE
Please click 'Thanks' below.
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- :: Kayako SupportSuite v3.11.01 ::
Install and follow instruction of text file. This suite includes all three primary features (eSupport, LiveResponse (live support & chat component for staff on PC's) and InstaAlert (which provides alerting and notifications through events) which becomes the online help desk 'SupportSuite' package.
See: Support Suite Product Overview
Kayako SupportSuite 3.11.01 - see text file for addons and information.
Password:
CODE
Please click 'Thanks' below.
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:: KAYAKO ADD-ON'S ::
All downloads here are tested, and currently running on operational sites. All installation details are included, however you can also do a google search for example: " Kayako manual supportsuite install* " and you should see some results with direct links off Kayko's website, under their support section.
- Kayako LiveResponse v3.1.1.61 Stable (for desktop PC's with Windows 2000 / XP / Vista)
Installation requires no instructions. Simply install on a support PC you wish to use Live Response 3.1.1.61. That's it! Retail version, and simply change the options to check for updates. Monitor who is on your server, and what page they are viewing too!
Description: "An additional module for the LiveResponse Client Application enabling connection to a VoIP server, staff-to-staff calling and outbound calling."
Kayako LiveResponse 3.1.1.61 - STABLE
- Kayako InstaAlert Pro v3.1.1.21 (for desktop tech's + admins)
Instant desktop notifications of tickets, emails, messages etc, from visitors using the server.
Description: "A system-tray alerter for Microsoft Windows, alerting a staff user to new tickets and ticket replies."
InstaAlert v3.1.1.21 for Kayako SupportSuite
- Kayako SyncWorks v3.1.2.11 (for desktop PC's with Windows 2000 / XP / Vista + Outlook 2003 / 2007)
Syncronises calendar, contacts and other details from the online system to your PC's outlook (where SyncWorks has been installed). A.k.a. Kayako Sync Works.
Description: "Microsoft Office Outlook add-on that synchronises contacts, events (calendar) and task list with a staff user's account."
SyncWorks v3.1.2.11 for Kayako SupportSuite
- Kayako LiveResponse SIP/VoIP v3.1.1.61 (VoIP Chat with Support Customers)
Enter the 'Options' menu, and click on the 'Voice Chat' tab. Check the "Enable VoIP" checkbox, and confirm your settings etc, for your headset. Please note that you will need a licence / serial number for this application. This is the only module that has not been 'modified' to operate without a licence key (not nulled).
Live Response SIP/VoIP v3.1.1.61.exe
- Kayako WHMCS LoginShare - (integrate Kayako into WHMCS via a LoginShare)
This software is "DonationWare" which means for $20 you can have the software as well as all updates.
If anyone would like to email me a link to download a copy, I will re-upload it here, and share it with all.
THANK YOU in advance for your generousity and sharing this module!
HELP! We need this software to share with others! If you have purchased it please send me a link to download (via messenger).
- http://www.explovision.net/
Kayako/WHMCS Integration v1.0:
http://rapidshare.com/files/154950894/kaya...tegration-1.zip
http://rapidshare.com/files/154950987/kaya...tegration-1.zip
Password:
CODE
Please click 'Thanks' below.
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:: KAYKO USER MANUAL + GUIDE ::
Would anyone like to learn how to use the Kayako product suite?
(Considering they're not going to provide support.)
Three download sites are listed below.
RS Level 3: - 6MB
http://rapidshare.com/files/128952927/Kaya..._Manual_PDF.rar
RS Cogent: - 6MB
http://rapidshare.com/files/128953950/Kaya..._Manual_PDF.rar
RS Telia: - 3 x 2MB
http://rapidshare.com/files/128955114/Kaya...l_PDF.part1.rar
http://rapidshare.com/files/128955672/Kaya...l_PDF.part2.rar
http://rapidshare.com/files/128956462/Kaya...l_PDF.part3.rar
Password:
CODE
Please click 'Thanks' below.
Enjoy the read!
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:: LANGUAGES & TRANSLATION FILES ::
See further details in other sections below for additional steps to translating, and changing languages etc, etc, etc. Fifteen (15) languages have been included below.
- ADD-ON LANGUAGES:
* Arabic (v3.00.x, v3.11.x)
* Chinese (v3.11.x, v3.20.x)
* Dutch (v3.11.x)
* French (v3.11.x, v3.10.x, v3.10.x, v3.00.x)
* German (v3.11.x, v3.11.x, v3.10.x, v3.10.x, v3.00.x)
* Greek (v3.00.x, v3.00.x, v3.00.x)
* Italian (v3.11.x, v3.11.x, v3.x)
* Lithuanian (v3.00.x)
* Norwegian (v3.11.x)
* Polish (v3.10.x)
* Portuguese (v3.11.x) (Inc Brazil PT BR etc)
* Russian (v3.10.x, v3.00.x)
* Spanish (v3.20.x, v3.20.x, v3.11.x, v3.11.x) (inc compara.php)
* Svenska (v3.00.x)
* Swedish (v3.20.x)
Password:
CODE
Please click 'Thanks' below.
Does anyone have the translation language for: United Kingdom ? ? ? ( or AUS / U.K. / UK )??
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:: SIMPLE INSTALLATION STEPS ::
See notes in RAR file and text document in the Kayako SupportSuite download.
- SETUP CONFIGURATION + PERMISSIONS:
CHMOD these folders & files:
* /support/cache to 777
* /support/cli/index.php to 755
Edit the /config/config.php
* Fill in all details required (DB, Email etc)
Then run the setup:
* e.g. http://www.yoursite.com/path-to-kayako/setup
Continue to:
* Setup your database,
* Create a DB user,
* Add DB user to database,
* Give DB user all access rights and privelages.
* Copy a php.ini into the root folder of KAYAKO, and edit the appropriate settings within (SEO, Max File Size Upload etc).
Then make sure you:
* ignore the activating package stage....
* ignore the downloading the package stage....
* make sure your server has the latest 3.3+ version of ZEND and ZEND Optimiser...
* edit config.php and check settings, if you use shared hosting, your wil need for both the DB name and user name, to have: username_DBNAME and username_DBUSER, where username is your master login to shared hosting.
* Just keep on following those instructions in the PDF i've provided (and any details about the key.php).
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:: TRANSLATE LANGUAGES ::
- LANGUAGE TOOL:
To translate languages manually from an original language file (i.e. to a new version etc).
Simply select previous language file and new language file, and submit. Simple!
- Third Party Kayako Language Pack Update Tool
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:: ADD LANGUAGES :: [size=2](XML Files)
- NAVIGATE TO:
* Admin CP
* Templates
* Manage groups
* Settings
* Set Default Language to ..... %you_language%
* and Update.
Simple!
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:: MODIFICATIONS TO SETTINGS FOR LANGUAGES ::
i.e. Implement Update
Der Ordner "de" musst du in den Ordner "locals" laden.
Im Ordner "config" musst du die Datei "config.php" folgende Option ändern
The "de" you have to load into the folder "locals".
The folder "config" you need the file "config.php" followed by the option etc
- - - - - - - - - - - - - - - - - - - - - - - - -
Code:
$_SWIFT["adminlanguage"] = "en-us";
zu / to:
*** NOTE: Table prefixs or your personal settings may change this example!
Code:
$_SWIFT["adminlanguage"] = "de";
comment: Somit sollten die neuen Sprachdateien genutzt werden.
comment: Ab Version 3.11.01 wird das Sprachpaket nicht mehr
English: Thus, the new language files will be
English: From version 3.11.01 is the language package no longer
- - - - - - - - - - - - - - - - - - - - - - - - -
Code:
$_SWIFT["adminlanguage"] = "de";
comment: heissen !!! Sondern
Code:
$_SWIFT["adminlanguage"] = "de-de";
- - - - - - - - - - - - - - - - - - - - - - - - -
Google translate is hopeless!
I hope you all understand!!!
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:: FEATURE OVERVIEW ::
SUMMARY:
Kayako SupportSuite offers true integrated Multi-Channel solution allowing you to manage your emails, online issues, chats, self service and issues received by phone. The entire system has been designed to improve productivity and provide seamless integration between all the available modules. With rich AJAX based interface and unmatched features like IRS, VoIP, ViewShare you can be assured that your client issues are not only handled in a timely but efficient manner. Some key features of the product include:
* AJAX based Rich User Interface
* Active Directory (LDAP), vBulletin, ModernBill integration
* ViewShare feature allowing you to guide your clients in realtime
* Staff to Staff Voice Chats
* SLA's, Work Schedules and Escalations
* Detailed Reports and Analytics
* Microsoft® Outlook® Integration
* Teamwork module allowing you to create shared Events, Contacts and Tasks
KEY FEATYRES:
AJAX Based Rich User Interface
SupportSuite comes with rich AJAX Based (Technology pioneered by Google and used in GMail, Google Maps) Interface allowing you to work smarter and efficiently. This technology helped in implementation of the popular Instant Response System (IRS) that displays realtime results from knowledgebase to your clients before they submit their issues. You can also easily reference Knowledgebase Articles or Download Items when replying to tickets.
Multi-Lingual & Template Based
SupportSuite is completely multi-lingual, You can translate the Support Center, Staff & Admin Interface and even the Windows Applications & Addons! Additionally, The Template Groups feature allows you to create unlimited satellite helpdesks each with different content and layout.
LoginShare (LDAP, ModernBill, vBulletin etc. Integration)LoginShare feature allows you to easily integrate third party applications that override the default login routine of the Client Support Center. Your users no longer need to remember different passwords, the entire login process can be handled from a single database. Some popular integrations include:
* Microsoft Active Directory (LDAP)
* vBulletin
* ModernBill
* osCommerce
Tickets
Service Level Agreements (with Work Schedules & Escalations)
Service Level Agreement feature of SupportSuite allows you to create different set of agreements which are tied into your work schedule that guarantee a response to your clients within a specified time frame. You can even extend it further and create a set of Escalation rules that make sure that the information flows from one level of organization to another depending on whether the SLA was met or not.
Instant Response System (IRS)IRS or Instant Response System displays realtime results from your knowledgebase to your clients before they submit the tickets. Not only does it cut down heavily on your incoming tickets, it allows your client to view relevant articles from the knowledgebase thus reducing your work load.
Ticket Views
Ticket Views allow you to create different filter sets for your ticket lists. You can choose custom columns, sort fields & order and also filter using additional criteria. To extend it further, You can fetch the same results using RSS feeds enabling you to be up to date with information when you are mobile or combine with other applications that support RSS fetching.
Detailed Reports
SupportSuite comes with a set of detailed reports that allows you to filter information based on date, staff, department or client. You can find out if a given SLA was met for a customer or what the average response has been under a given time frame. Additionally, The Work Summary report shows exactly when and what actions a staff member carried out under a given time frame.
Live Support
Dedicated Winapp with Realtime Monitoring
Unlike other competing products, SupportSuite has a dedicated Windows Application which allows you to monitor your visitors and answer chats in realtime. As the data is not fetched via browser on a given interval you can rest assured that you wont miss on any communication with your visitors.
Search Engine Integration
SupportSuite allows you to view which search engines your visitor came from and also see which exact search query they used, You can watch the result of your PPC campaigns in realtime.
Push URL, Image, Code
SupportSuite allows you to Push URLs, Images or Highlighted Code to your visitors. The pushed data is automatically displayed and in case of URLs, a corresponding window is automatically opened on the clients computer. ViewShare Screen Sharing
ViewShare feature allows you to display your desktop to your site visitors. You can now guide your visitors in realtime or give a presentation without them having to install any third party application. Helping your clients has never been easier.
