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<br /> Version : 3.10.02<br /> Revision : 11<br /> Website : www.kayako.com<br /> Forums : http://forums.kayako.com<br /> Support : http://support.kayako.com<br /> Editorial : docs@kayako.com<br /> Kayako SupportSuite<br /> User Manual<br /> Copyright © 2001 – 2007 Kayako Infotech Ltd. www.kayako.com<br /> [ 2 ]<br /> About this manual<br /> This version of the manual can be used as a guide for many other preceeding and proceeding<br /> versions of Kayako SupportSuite, LiveResponse and eSupport. However, please note that feature<br /> discrepancies may exist between versions.<br /> We publish a new and up to date manual upon the release of each stable build. For accuracy, be sure<br /> to use the manual(s) bundled with your downloaded SupportSuite, LiveResponse or eSupport<br /> package.<br /> If you would like to <a title="Sune Large Test page 1" href="http://viewer.zmags.com/publication/d94d8339?page=1"> Version : 3.10.02 Revi</a> <a title="Sune Large Test page 2" href="http://viewer.zmags.com/publication/d94d8339?page=2"> [ 2 ] About this manual This version of the m</a> <a title="Sune Large Test page 3" href="http://viewer.zmags.com/publication/d94d8339?page=3"> [ 3 ] Using this manual The staff control pan</a> <a title="Sune Large Test page 4" href="http://viewer.zmags.com/publication/d94d8339?page=4"> [ 4 ] Contents About this manual </a> <a title="Sune Large Test page 5" href="http://viewer.zmags.com/publication/d94d8339?page=5"> [ 5 ] Staff control panel user manual </a> <a title="Sune Large Test page 6" href="http://viewer.zmags.com/publication/d94d8339?page=6"> [ 6 ] Knowledgebase reports....</a> <a title="Sune Large Test page 7" href="http://viewer.zmags.com/publication/d94d8339?page=7"> [ 7 ] Troubleshooter ..........</a> <a title="Sune Large Test page 8" href="http://viewer.zmags.com/publication/d94d8339?page=8"> [ 8 ] Teamwork </a> <a title="Sune Large Test page 9" href="http://viewer.zmags.com/publication/d94d8339?page=9"> [ 9 ] Why do I get an invalid domain error? ...</a> <a title="Sune Large Test page 10" href="http://viewer.zmags.com/publication/d94d8339?page=10"> [ 10 ] Installation, upgrading, importing and </a> <a title="Sune Large Test page 11" href="http://viewer.zmags.com/publication/d94d8339?page=11"> [ 11 ] System requirements System • </a> <a title="Sune Large Test page 12" href="http://viewer.zmags.com/publication/d94d8339?page=12"> [ 12 ] Installation This procedure outlines a</a> <a title="Sune Large Test page 13" href="http://viewer.zmags.com/publication/d94d8339?page=13"> [ 13 ] Step one: Activating your license and d</a> <a title="Sune Large Test page 14" href="http://viewer.zmags.com/publication/d94d8339?page=14"> [ 14 ] • http://clients.support.mydomain.com</a> <a title="Sune Large Test page 15" href="http://viewer.zmags.com/publication/d94d8339?page=15"> [ 15 ] Step two: Downloading the package The </a> <a title="Sune Large Test page 16" href="http://viewer.zmags.com/publication/d94d8339?page=16"> [ 16 ] 1. Create a new PHP file called phpinfo</a> <a title="Sune Large Test page 17" href="http://viewer.zmags.com/publication/d94d8339?page=17"> [ 17 ] Step three: Extracting the package For</a> <a title="Sune Large Test page 18" href="http://viewer.zmags.com/publication/d94d8339?page=18"> [ 18 ] Step four: Setting up the database Kay</a> <a title="Sune Large Test page 19" href="http://viewer.zmags.com/publication/d94d8339?page=19"> [ 19 ] 4. If successful, you will receive the </a> <a title="Sune Large Test page 20" href="http://viewer.zmags.com/publication/d94d8339?page=20"> [ 20 ] 11.Now, this new MySQL user needs to be </a> <a title="Sune Large Test page 21" href="http://viewer.zmags.com/publication/d94d8339?page=21"> [ 21 ] • Database name • Database user's</a> <a title="Sune Large Test page 22" href="http://viewer.zmags.com/publication/d94d8339?page=22"> [ 22 ] Step five: Editing the config.php file </a> <a title="Sune Large Test page 23" href="http://viewer.zmags.com/publication/d94d8339?page=23"> [ 23 ] </a> <a title="Sune Large Test page 24" href="http://viewer.zmags.com/publication/d94d8339?page=24"> [ 24 ] 7. The rest of the settings in the file</a> <a title="Sune Large Test page 25" href="http://viewer.zmags.com/publication/d94d8339?page=25"> [ 25 ] Step six: Uploading the files In this </a> <a title="Sune Large Test page 26" href="http://viewer.zmags.com/publication/d94d8339?page=26"> [ 26 ] Transfer type has been se</a> <a title="Sune Large Test page 27" href="http://viewer.zmags.com/publication/d94d8339?page=27"> [ 27 ] </a> <a title="Sune Large Test page 28" href="http://viewer.zmags.com/publication/d94d8339?page=28"> [ 28 ] </a> <a title="Sune Large Test page 29" href="http://viewer.zmags.com/publication/d94d8339?page=29"> [ 29 ] </a> <a title="Sune Large Test page 30" href="http://viewer.zmags.com/publication/d94d8339?page=30"> [ 30 ] Step seven: Upload the key.php file Us</a> <a title="Sune Large Test page 31" href="http://viewer.zmags.com/publication/d94d8339?page=31"> [ 31 ] Step eight: Setting file permissions B</a> <a title="Sune Large Test page 32" href="http://viewer.zmags.com/publication/d94d8339?page=32"> [ 32 ] Step nine: Performing a first-time inst</a> <a title="Sune Large Test page 33" href="http://viewer.zmags.com/publication/d94d8339?page=33"> [ 33 ] </a> <a title="Sune Large Test page 34" href="http://viewer.zmags.com/publication/d94d8339?page=34"> [ 34 ] </a> <a title="Sune Large Test page 35" href="http://viewer.zmags.com/publication/d94d8339?page=35"> [ 35 ] </a> <a title="Sune Large Test page 36" href="http://viewer.zmags.com/publication/d94d8339?page=36"> [ 36 ] </a> <a title="Sune Large Test page 37" href="http://viewer.zmags.com/publication/d94d8339?page=37"> [ 37 ] </a> <a title="Sune Large Test page 38" href="http://viewer.zmags.com/publication/d94d8339?page=38"> [ 38 ] </a> <a title="Sune Large Test page 39" href="http://viewer.zmags.com/publication/d94d8339?page=39"> [ 39 ] Upgrading </a> <a title="Sune Large Test page 40" href="http://viewer.zmags.com/publication/d94d8339?page=40"> [ 40 ] Upgrading to a newer build This procedu</a> <a title="Sune Large Test page 41" href="http://viewer.zmags.com/publication/d94d8339?page=41"> [ 41 ] Step three: Uploading the files See upl</a> <a title="Sune Large Test page 42" href="http://viewer.zmags.com/publication/d94d8339?page=42"> [ 42 ] </a> <a title="Sune Large Test page 43" href="http://viewer.zmags.com/publication/d94d8339?page=43"> [ 43 ] </a> <a title="Sune Large Test page 44" href="http://viewer.zmags.com/publication/d94d8339?page=44"> [ 44 ] information on template reverting and se</a> <a title="Sune Large Test page 45" href="http://viewer.zmags.com/publication/d94d8339?page=45"> [ 45 ] Upgrade from eSupport or LiveResponse t</a> <a title="Sune Large Test page 46" href="http://viewer.zmags.com/publication/d94d8339?page=46"> [ 46 ] Step three: Uploading the files See upl</a> <a title="Sune Large Test page 47" href="http://viewer.zmags.com/publication/d94d8339?page=47"> [ 47 ] </a> <a title="Sune Large Test page 48" href="http://viewer.zmags.com/publication/d94d8339?page=48"> [ 48 ] </a> <a title="Sune Large Test page 49" href="http://viewer.zmags.com/publication/d94d8339?page=49"> [ 49 ] </a> <a title="Sune Large Test page 50" href="http://viewer.zmags.com/publication/d94d8339?page=50"> [ 50 ] 16.All of the database amendments and up</a> <a title="Sune Large Test page 51" href="http://viewer.zmags.com/publication/d94d8339?page=51"> [ 51 ] Upgrading from eSupport v2.3.5 to a v3 </a> <a title="Sune Large Test page 52" href="http://viewer.zmags.com/publication/d94d8339?page=52"> [ 52 ] 2. Click on the Impex link. </a> <a title="Sune Large Test page 53" href="http://viewer.zmags.com/publication/d94d8339?page=53"> [ 53 ] 4. Enter your (or a) administrator use</a> <a title="Sune Large Test page 54" href="http://viewer.zmags.com/publication/d94d8339?page=54"> [ 54 ] Using Impex to import from third party </a> <a title="Sune Large Test page 55" href="http://viewer.zmags.com/publication/d94d8339?page=55"> [ 55 ] Step one: Install version 3 Follow the</a> <a title="Sune Large Test page 56" href="http://viewer.zmags.com/publication/d94d8339?page=56"> [ 56 ] Step two: Use Impex to import the data </a> <a title="Sune Large Test page 57" href="http://viewer.zmags.com/publication/d94d8339?page=57"> [ 57 ] </a> <a title="Sune Large Test page 58" href="http://viewer.zmags.com/publication/d94d8339?page=58"> [ 58 ] </a> <a title="Sune Large Test page 59" href="http://viewer.zmags.com/publication/d94d8339?page=59"> [ 59 ] data. 5. Click on the Next button to p</a> <a title="Sune Large Test page 60" href="http://viewer.zmags.com/publication/d94d8339?page=60"> [ 60 ] Step three: Rebuild the database indice</a> <a title="Sune Large Test page 61" href="http://viewer.zmags.com/publication/d94d8339?page=61"> [ 61 ] Setting up e-mail piping An e-mail que</a> <a title="Sune Large Test page 62" href="http://viewer.zmags.com/publication/d94d8339?page=62"> [ 62 ] Changing the file permissions The file</a> <a title="Sune Large Test page 63" href="http://viewer.zmags.com/publication/d94d8339?page=63"> [ 63 ] E-mail piping in cPanel 1. Login</a> <a title="Sune Large Test page 64" href="http://viewer.zmags.com/publication/d94d8339?page=64"> [ 64 ] 4. Click on Add Forwarder to create a </a> <a title="Sune Large Test page 65" href="http://viewer.zmags.com/publication/d94d8339?page=65"> [ 65 ] parser will accept the incoming e-mail m</a> <a title="Sune Large Test page 66" href="http://viewer.zmags.com/publication/d94d8339?page=66"> [ 66 ] E-mail piping in Plesk Control Panel T</a> <a title="Sune Large Test page 67" href="http://viewer.zmags.com/publication/d94d8339?page=67"> [ 67 ] E-mail piping using Unix mail transport</a> <a title="Sune Large Test page 68" href="http://viewer.zmags.com/publication/d94d8339?page=68"> [ 68 ] EXIM This procedure explains how to set</a> <a title="Sune Large Test page 69" href="http://viewer.zmags.com/publication/d94d8339?page=69"> [ 69 ] a. /etc/aliases 2. Assuming that</a> <a title="Sune Large Test page 70" href="http://viewer.zmags.com/publication/d94d8339?page=70"> [ 70 ] 2. The p</a> <a title="Sune Large Test page 71" href="http://viewer.zmags.com/publication/d94d8339?page=71"> [ 71 ] a. /etc/postfix/aliases 2. Assum</a> <a title="Sune Large Test page 72" href="http://viewer.zmags.com/publication/d94d8339?page=72"> [ 72 ] E-mail piping in Windows This section </a> <a title="Sune Large Test page 73" href="http://viewer.zmags.com/publication/d94d8339?page=73"> [ 73 ] parser will accept the incoming e-mail m</a> <a title="Sune Large Test page 74" href="http://viewer.zmags.com/publication/d94d8339?page=74"> [ 74 ] Setting up cron jobs (automated schedul</a> <a title="Sune Large Test page 75" href="http://viewer.zmags.com/publication/d94d8339?page=75"> [ 75 ] Cron jobs in cPanel The following proc</a> <a title="Sune Large Test page 76" href="http://viewer.zmags.com/publication/d94d8339?page=76"> [ 76 ] Step th</a> <a title="Sune Large Test page 77" href="http://viewer.zmags.com/publication/d94d8339?page=77"> [ 77 ] </a> <a title="Sune Large Test page 78" href="http://viewer.zmags.com/publication/d94d8339?page=78"> [ 78 ] Cron jobs in Plesk Control Panel The f</a> <a title="Sune Large Test page 79" href="http://viewer.zmags.com/publication/d94d8339?page=79"> [ 79 ] </a> <a title="Sune Large Test page 80" href="http://viewer.zmags.com/publication/d94d8339?page=80"> [ 80 ] 6. Into the command field, enter t</a> <a title="Sune Large Test page 81" href="http://viewer.zmags.com/publication/d94d8339?page=81"> [ 81 ] Cron jobs in DirectAdmin Control Panel </a> <a title="Sune Large Test page 82" href="http://viewer.zmags.com/publication/d94d8339?page=82"> [ 82 ] 1. Into the command </a> <a title="Sune Large Test page 83" href="http://viewer.zmags.com/publication/d94d8339?page=83"> [ 83 ] Cron jobs (scheduled tasks) Microsoft W</a> <a title="Sune Large Test page 84" href="http://viewer.zmags.com/publication/d94d8339?page=84"> [ 84 ] </a> <a title="Sune Large Test page 85" href="http://viewer.zmags.com/publication/d94d8339?page=85"> [ 85 ] </a> <a title="Sune Large Test page 86" href="http://viewer.zmags.com/publication/d94d8339?page=86"> [ 86 ] Step four: Configure the scheduled task </a> <a title="Sune Large Test page 87" href="http://viewer.zmags.com/publication/d94d8339?page=87"> [ 87 ] </a> <a title="Sune Large Test page 88" href="http://viewer.zmags.com/publication/d94d8339?page=88"> [ 88 ] 2</a> <a title="Sune Large Test page 89" href="http://viewer.zmags.com/publication/d94d8339?page=89"> [ 89 ] a. A value between 5 and 10 minutes is </a> <a title="Sune Large Test page 90" href="http://viewer.zmags.com/publication/d94d8339?page=90"> [ 90 ] Staff control panel user manual Staff </a> <a title="Sune Large Test page 91" href="http://viewer.zmags.com/publication/d94d8339?page=91"> [ 91 ] Accessing the staff control panel The </a> <a title="Sune Large Test page 92" href="http://viewer.zmags.com/publication/d94d8339?page=92"> [ 92 ] Interface quick reference The interfac</a> <a title="Sune Large Test page 93" href="http://viewer.zmags.com/publication/d94d8339?page=93"> [ 93 ] Dashboard </a> <a title="Sune Large Test page 94" href="http://viewer.zmags.com/publication/d94d8339?page=94"> [ 94 ] Ticket listing For clarification, the </a> <a title="Sune Large Test page 95" href="http://viewer.zmags.com/publication/d94d8339?page=95"> [ 95 ] • 8 – the tick</a> <a title="Sune Large Test page 96" href="http://viewer.zmags.com/publication/d94d8339?page=96"> [ 96 ] Ticket view </a> <a title="Sune Large Test page 97" href="http://viewer.zmags.com/publication/d94d8339?page=97"> [ 97 ] • 7 – print , edit or delete </a> <a title="Sune Large Test page 98" href="http://viewer.zmags.com/publication/d94d8339?page=98"> [ 98 ] Dashboard The dashboard is a system ov</a> <a title="Sune Large Test page 99" href="http://viewer.zmags.com/publication/d94d8339?page=99"> [ 99 ] 6. Today overview 7. Instant-article </a> <a title="Sune Large Test page 100" href="http://viewer.zmags.com/publication/d94d8339?page=100"> [ 100 ] Staff status The online staff bo</a> <a title="Sune Large Test page 101" href="http://viewer.zmags.com/publication/d94d8339?page=101"> [ 101 ] Department and ticket tree </a> <a title="Sune Large Test page 102" href="http://viewer.zmags.com/publication/d94d8339?page=102"> [ 102 ] Quick-insert menu The qu</a> <a title="Sune Large Test page 103" href="http://viewer.zmags.com/publication/d94d8339?page=103"> [ 103 ] Navigation menu bar The navigatio</a> <a title="Sune Large Test page 104" href="http://viewer.zmags.com/publication/d94d8339?page=104"> [ 104 ] Calendar overview </a> <a title="Sune Large Test page 105" href="http://viewer.zmags.com/publication/d94d8339?page=105"> [ 105 ] Today overview The today overview giv</a> <a title="Sune Large Test page 106" href="http://viewer.zmags.com/publication/d94d8339?page=106"> [ 106 ] </a> <a title="Sune Large Test page 107" href="http://viewer.zmags.com/publication/d94d8339?page=107"> [ 107 ] Instant article search box </a> <a title="Sune Large Test page 108" href="http://viewer.zmags.com/publication/d94d8339?page=108"> [ 108 ] Staff user preferences To access the </a> <a title="Sune Large Test page 109" href="http://viewer.zmags.com/publication/d94d8339?page=109"> [ 109 ] </a> <a title="Sune Large Test page 110" href="http://viewer.zmags.com/publication/d94d8339?page=110"> [ 110 ] • Enable Private Message E-mail Ale</a> <a title="Sune Large Test page 111" href="http://viewer.zmags.com/publication/d94d8339?page=111"> [ 111 ] Changing your password To change your</a> <a title="Sune Large Test page 112" href="http://viewer.zmags.com/publication/d94d8339?page=112"> [ 112 ] Your work schedule The work schedule </a> <a title="Sune Large Test page 113" href="http://viewer.zmags.com/publication/d94d8339?page=113"> [ 113 ] Tickets The ticketing features of Sup</a> <a title="Sune Large Test page 114" href="http://viewer.zmags.com/publication/d94d8339?page=114"> [ 114 ] Listing tickets A ticket list is a li</a> <a title="Sune Large Test page 115" href="http://viewer.zmags.com/publication/d94d8339?page=115"> [ 115 ] T</a> <a title="Sune Large Test page 116" href="http://viewer.zmags.com/publication/d94d8339?page=116"> [ 116 ] 3. Move 4. Status 5. Priority 6. </a> <a title="Sune Large Test page 117" href="http://viewer.zmags.com/publication/d94d8339?page=117"> [ 117 ] Move Clicking on</a> <a title="Sune Large Test page 118" href="http://viewer.zmags.com/publication/d94d8339?page=118"> [ 118 ] Priority Clicking on this menu will op</a> <a title="Sune Large Test page 119" href="http://viewer.zmags.com/publication/d94d8339?page=119"> [ 119 ] Clicking on this butto</a> <a title="Sune Large Test page 120" href="http://viewer.zmags.com/publication/d94d8339?page=120"> [ 120 ] ƒ Select Owner as Current User – if </a> <a title="Sune Large Test page 121" href="http://viewer.zmags.com/publication/d94d8339?page=121"> [ 121 ] • Default </a> <a title="Sune Large Test page 122" href="http://viewer.zmags.com/publication/d94d8339?page=122"> [ 122 ] </a> <a title="Sune Large Test page 123" href="http://viewer.zmags.com/publication/d94d8339?page=123"> [ 123 ] 2. Click on </a> <a title="Sune Large Test page 124" href="http://viewer.zmags.com/publication/d94d8339?page=124"> [ 124 ] ƒ View Title – the name of the</a> <a title="Sune Large Test page 125" href="http://viewer.zmags.com/publication/d94d8339?page=125"> [ 125 ] Deleting a ticket listing view To d</a> <a title="Sune Large Test page 126" href="http://viewer.zmags.com/publication/d94d8339?page=126"> [ 126 ] Departments a</a> <a title="Sune Large Test page 127" href="http://viewer.zmags.com/publication/d94d8339?page=127"> [ 127 ] Under the department and ticket tree (</a> <a title="Sune Large Test page 128" href="http://viewer.zmags.com/publication/d94d8339?page=128"> [ 128 ] Organizing and searching tickets Ther</a> <a title="Sune Large Test page 129" href="http://viewer.zmags.com/publication/d94d8339?page=129"> </a> <a title="Sune Large Test page 130" href="http://viewer.zmags.com/publication/d94d8339?page=130"> [ 130 ] ƒ Medium ƒ Low P</a> <a title="Sune Large Test page 131" href="http://viewer.zmags.com/publication/d94d8339?page=131"> [ 131 ] Ticket filters Ticket filters allow yo</a> <a title="Sune Large Test page 132" href="http://viewer.zmags.com/publication/d94d8339?page=132"> [ 132 ] ƒ Filter Title –</a> <a title="Sune Large Test page 133" href="http://viewer.zmags.com/publication/d94d8339?page=133"> [ 133 ] • Subject fie</a> <a title="Sune Large Test page 134" href="http://viewer.zmags.com/publication/d94d8339?page=134"> [ 134 ] The filter will match if the string ent</a> <a title="Sune Large Test page 135" href="http://viewer.zmags.com/publication/d94d8339?page=135"> [ 135 ] View and manage ticket filters To m</a> <a title="Sune Large Test page 136" href="http://viewer.zmags.com/publication/d94d8339?page=136"> [ 136 ] For more information </a> <a title="Sune Large Test page 137" href="http://viewer.zmags.com/publication/d94d8339?page=137"> [ 137 ] 2. The tic</a> <a title="Sune Large Test page 138" href="http://viewer.zmags.com/publication/d94d8339?page=138"> [ 138 ] 3. Press the enter k</a> <a title="Sune Large Test page 139" href="http://viewer.zmags.com/publication/d94d8339?page=139"> [ 139 ] 3. On the Labels/F</a> <a title="Sune Large Test page 140" href="http://viewer.zmags.com/publication/d94d8339?page=140"> [ 140 ] Going back to</a> <a title="Sune Large Test page 141" href="http://viewer.zmags.com/publication/d94d8339?page=141"> [ 141 ] Removing a</a> <a title="Sune Large Test page 142" href="http://viewer.zmags.com/publication/d94d8339?page=142"> [ 142 ] Ticket labels</a> <a title="Sune Large Test page 143" href="http://viewer.zmags.com/publication/d94d8339?page=143"> [ 143 ] 4. Click on the Go button to subm</a> <a title="Sune Large Test page 144" href="http://viewer.zmags.com/publication/d94d8339?page=144"> [ 144 ] Searc</a> <a title="Sune Large Test page 145" href="http://viewer.zmags.com/publication/d94d8339?page=145"> [ 145 ] The new column added to</a> <a title="Sune Large Test page 146" href="http://viewer.zmags.com/publication/d94d8339?page=146"> [ 146 ] • New Ticket</a> <a title="Sune Large Test page 147" href="http://viewer.zmags.com/publication/d94d8339?page=147"> [ 147 ] Advanced se</a> <a title="Sune Large Test page 148" href="http://viewer.zmags.com/publication/d94d8339?page=148"> [ 148 ] More than one search</a> <a title="Sune Large Test page 149" href="http://viewer.zmags.com/publication/d94d8339?page=149"> [ 149 ] The new column added to the ticket list</a> <a title="Sune Large Test page 150" href="http://viewer.zmags.com/publication/d94d8339?page=150"> [ 150 ] Ticket handling Viewing and managing </a> <a title="Sune Large Test page 151" href="http://viewer.zmags.com/publication/d94d8339?page=151"> [ 151 ] Flag ticket </a> <a title="Sune Large Test page 152" href="http://viewer.zmags.com/publication/d94d8339?page=152"> [ 152 ] The SLA Plan menu allows you to assign </a> <a title="Sune Large Test page 153" href="http://viewer.zmags.com/publication/d94d8339?page=153"> [ 153 ] Clicking on this </a> <a title="Sune Large Test page 154" href="http://viewer.zmags.com/publication/d94d8339?page=154"> [ 154 ] Ban – adds the ticket creator's e-mail </a> <a title="Sune Large Test page 155" href="http://viewer.zmags.com/publication/d94d8339?page=155"> [ 155 ] Ex</a> <a title="Sune Large Test page 156" href="http://viewer.zmags.com/publication/d94d8339?page=156"> [ 156 ] </a> <a title="Sune Large Test page 157" href="http://viewer.zmags.com/publication/d94d8339?page=157"> [ 157 ] • </a> <a title="Sune Large Test page 158" href="http://viewer.zmags.com/publication/d94d8339?page=158"> [ 158 ] Ticket information bar Note – the tabs </a> <a title="Sune Large Test page 159" href="http://viewer.zmags.com/publication/d94d8339?page=159"> [ 159 ] • Post Reply – the post reply tab wi</a> <a title="Sune Large Test page 160" href="http://viewer.zmags.com/publication/d94d8339?page=160"> [ 160 ] From </a> <a title="Sune Large Test page 161" href="http://viewer.zmags.com/publication/d94d8339?page=161"> [ 161 ] From If there are multiple e-mail queu</a> <a title="Sune Large Test page 162" href="http://viewer.zmags.com/publication/d94d8339?page=162"> [ 162 ] Knowledgebase Working similarly to the </a> <a title="Sune Large Test page 163" href="http://viewer.zmags.com/publication/d94d8339?page=163"> [ 163 ] The owner of the ticket can be set here</a> <a title="Sune Large Test page 164" href="http://viewer.zmags.com/publication/d94d8339?page=164"> [ 164 ] Options Due As par</a> <a title="Sune Large Test page 165" href="http://viewer.zmags.com/publication/d94d8339?page=165"> [ 165 ] Add to predefined Checking this box wil</a> <a title="Sune Large Test page 166" href="http://viewer.zmags.com/publication/d94d8339?page=166"> [ 166 ] S</a> <a title="Sune Large Test page 167" href="http://viewer.zmags.com/publication/d94d8339?page=167"> [ 167 ] Clicking on this button will open up ti</a> <a title="Sune Large Test page 168" href="http://viewer.zmags.com/publication/d94d8339?page=168"> [ 168 ] </a> <a title="Sune Large Test page 169" href="http://viewer.zmags.com/publication/d94d8339?page=169"> [ 169 ] Clicking on the binoculars </a> <a title="Sune Large Test page 170" href="http://viewer.zmags.com/publication/d94d8339?page=170"> [ 170 ] </a> <a title="Sune Large Test page 171" href="http://viewer.zmags.com/publication/d94d8339?page=171"> [ 171 ] Aft</a> <a title="Sune Large Test page 172" href="http://viewer.zmags.com/publication/d94d8339?page=172"> [ 172 ] Spell check Clicking on the spell ch</a> <a title="Sune Large Test page 173" href="http://viewer.zmags.com/publication/d94d8339?page=173"> [ 173 ] Any </a> <a title="Sune Large Test page 174" href="http://viewer.zmags.com/publication/d94d8339?page=174"> [ 174 ] Following submissio</a> <a title="Sune Large Test page 175" href="http://viewer.zmags.com/publication/d94d8339?page=175"> [ 175 ] </a> <a title="Sune Large Test page 176" href="http://viewer.zmags.com/publication/d94d8339?page=176"> [ 176 ] Email – the e-mail address of the ticke</a> <a title="Sune Large Test page 177" href="http://viewer.zmags.com/publication/d94d8339?page=177"> [ 177 ] 2. Open the Ne</a> <a title="Sune Large Test page 178" href="http://viewer.zmags.com/publication/d94d8339?page=178"> [ 178 ] are not available in the create ticket </a> <a title="Sune Large Test page 179" href="http://viewer.zmags.com/publication/d94d8339?page=179"> [ 179 ] 3. Hover over the Phone Ticket menu. </a> <a title="Sune Large Test page 180" href="http://viewer.zmags.com/publication/d94d8339?page=180"> [ 180 ] Click on the Forward tab to open the ti</a> <a title="Sune Large Test page 181" href="http://viewer.zmags.com/publication/d94d8339?page=181"> [ 181 ] Whether or not a user gets to see third</a> <a title="Sune Large Test page 182" href="http://viewer.zmags.com/publication/d94d8339?page=182"> [ 182 ] 2. Open the Predefined Replies su</a> <a title="Sune Large Test page 183" href="http://viewer.zmags.com/publication/d94d8339?page=183"> [ 183 ] Refer to predefined reply category fie</a> <a title="Sune Large Test page 184" href="http://viewer.zmags.com/publication/d94d8339?page=184"> [ 184 ] Selecting multiple predef</a> <a title="Sune Large Test page 185" href="http://viewer.zmags.com/publication/d94d8339?page=185"> [ 185 ] 2. Open the Predefined Replies su</a> <a title="Sune Large Test page 186" href="http://viewer.zmags.com/publication/d94d8339?page=186"> [ 186 ] When billing or time trac</a> <a title="Sune Large Test page 187" href="http://viewer.zmags.com/publication/d94d8339?page=187"> [ 187 ] • Time Spent </a> <a title="Sune Large Test page 188" href="http://viewer.zmags.com/publication/d94d8339?page=188"> [ 188 ] Ticket and user n</a> <a title="Sune Large Test page 189" href="http://viewer.zmags.com/publication/d94d8339?page=189"> [ 189 ] Adding a note </a> <a title="Sune Large Test page 190" href="http://viewer.zmags.com/publication/d94d8339?page=190"> [ 190 ] Once a note has been added, it can be </a> <a title="Sune Large Test page 191" href="http://viewer.zmags.com/publication/d94d8339?page=191"> [ 191 ] • To have an ongoing “Invoices” tick</a> <a title="Sune Large Test page 192" href="http://viewer.zmags.com/publication/d94d8339?page=192"> [ 192 ] The add notes action can be used to: </a> <a title="Sune Large Test page 193" href="http://viewer.zmags.com/publication/d94d8339?page=193"> [ 193 ] Clicking on </a> <a title="Sune Large Test page 194" href="http://viewer.zmags.com/publication/d94d8339?page=194"> [ 194 ] Similarly, the chat history is</a> <a title="Sune Large Test page 195" href="http://viewer.zmags.com/publication/d94d8339?page=195"> [ 195 ] • New Ticket Created By: X – log of </a> <a title="Sune Large Test page 196" href="http://viewer.zmags.com/publication/d94d8339?page=196"> [ 196 ] • Ticket Forwarded To: X By: Y – the</a> <a title="Sune Large Test page 197" href="http://viewer.zmags.com/publication/d94d8339?page=197"> [ 197 ] 1. On the ticket information bar, clic</a> <a title="Sune Large Test page 198" href="http://viewer.zmags.com/publication/d94d8339?page=198"> [ 198 ] 2. Then, do as ap</a> <a title="Sune Large Test page 199" href="http://viewer.zmags.com/publication/d94d8339?page=199"> [ 199 ] When a ticket becomes overdue (i.e. th</a> <a title="Sune Large Test page 200" href="http://viewer.zmags.com/publication/d94d8339?page=200"> [ 200 ] 3. Select the a</a> <a title="Sune Large Test page 201" href="http://viewer.zmags.com/publication/d94d8339?page=201"> [ 201 ] When viewing a ticket, the ticket infor</a> <a title="Sune Large Test page 202" href="http://viewer.zmags.com/publication/d94d8339?page=202"> [ 202 ] Selecting multiple ticket alerts (by ch</a> <a title="Sune Large Test page 203" href="http://viewer.zmags.com/publication/d94d8339?page=203"> [ 203 ] </a> <a title="Sune Large Test page 204" href="http://viewer.zmags.com/publication/d94d8339?page=204"> [ 204 ] • Alert Actions – the alert will be </a> <a title="Sune Large Test page 205" href="http://viewer.zmags.com/publication/d94d8339?page=205"> [ 205 ] Ti</a> <a title="Sune Large Test page 206" href="http://viewer.zmags.com/publication/d94d8339?page=206"> [ 206 ] The work summary report gives a day-by-</a> <a title="Sune Large Test page 207" href="http://viewer.zmags.com/publication/d94d8339?page=207"> [ 207 ] </a> <a title="Sune Large Test page 208" href="http://viewer.zmags.com/publication/d94d8339?page=208"> [ 208 ] Service l</a> <a title="Sune Large Test page 209" href="http://viewer.zmags.com/publication/d94d8339?page=209"> [ 209 ] The response time report gives an overv</a> <a title="Sune Large Test page 210" href="http://viewer.zmags.com/publication/d94d8339?page=210"> [ 210 ] Users and groups </a> <a title="Sune Large Test page 211" href="http://viewer.zmags.com/publication/d94d8339?page=211"> [ 211 ] Groups A user group is a grouping that</a> <a title="Sune Large Test page 212" href="http://viewer.zmags.com/publication/d94d8339?page=212"> [ 212 ] 2. Click on Manage Groups. Y</a> <a title="Sune Large Test page 213" href="http://viewer.zmags.com/publication/d94d8339?page=213"> [ 213 ] </a> <a title="Sune Large Test page 214" href="http://viewer.zmags.com/publication/d94d8339?page=214"> [ 214 ] • Can View Submit Ticket Widget – if</a> <a title="Sune Large Test page 215" href="http://viewer.zmags.com/publication/d94d8339?page=215"> [ 215 ] Tickets can a</a> <a title="Sune Large Test page 216" href="http://viewer.zmags.com/publication/d94d8339?page=216"> [ 216 ] Users A user account is associated to</a> <a title="Sune Large Test page 217" href="http://viewer.zmags.com/publication/d94d8339?page=217"> [ 217 ] 2. Click on Manage Users. You will be</a> <a title="Sune Large Test page 218" href="http://viewer.zmags.com/publication/d94d8339?page=218"> [ 218 ] </a> <a title="Sune Large Test page 219" href="http://viewer.zmags.com/publication/d94d8339?page=219"> [ 219 ] General I</a> <a title="Sune Large Test page 220" href="http://viewer.zmags.com/publication/d94d8339?page=220"> [ 220 ] 2. Click on Manage Users. Y</a> <a title="Sune Large Test page 221" href="http://viewer.zmags.com/publication/d94d8339?page=221"> [ 221 ] A user's accou</a> <a title="Sune Large Test page 222" href="http://viewer.zmags.com/publication/d94d8339?page=222"> [ 222 ] Resending a registration e-mail To res</a> <a title="Sune Large Test page 223" href="http://viewer.zmags.com/publication/d94d8339?page=223"> [ 223 ] Adding additional e-mail addresses to </a> <a title="Sune Large Test page 224" href="http://viewer.zmags.com/publication/d94d8339?page=224"> [ 224 ] Mass mailing users To mass-mail users</a> <a title="Sune Large Test page 225" href="http://viewer.zmags.com/publication/d94d8339?page=225"> [ 225 ] • Mail Contents – the e-mail b</a> <a title="Sune Large Test page 226" href="http://viewer.zmags.com/publication/d94d8339?page=226"> [ 226 ] Live support The Live Support module </a> <a title="Sune Large Test page 227" href="http://viewer.zmags.com/publication/d94d8339?page=227"> [ 227 ] Messages Messages are left by users w</a> <a title="Sune Large Test page 228" href="http://viewer.zmags.com/publication/d94d8339?page=228"> [ 228 ] 2. Open the Messages su</a> <a title="Sune Large Test page 229" href="http://viewer.zmags.com/publication/d94d8339?page=229"> [ 229 ] To reply to a mes</a> <a title="Sune Large Test page 230" href="http://viewer.zmags.com/publication/d94d8339?page=230"> [ 230 ] Now the message ha</a> <a title="Sune Large Test page 231" href="http://viewer.zmags.com/publication/d94d8339?page=231"> [ 231 ] Chat History To view the Chat History</a> <a title="Sune Large Test page 232" href="http://viewer.zmags.com/publication/d94d8339?page=232"> [ 232 ] Viewing a c</a> <a title="Sune Large Test page 233" href="http://viewer.zmags.com/publication/d94d8339?page=233"> [ 233 ] • Email – the e-mail address of the </a> <a title="Sune Large Test page 234" href="http://viewer.zmags.com/publication/d94d8339?page=234"> [ 234 ] Advert tracking The Advert Tracking f</a> <a title="Sune Large Test page 235" href="http://viewer.zmags.com/publication/d94d8339?page=235"> [ 235 ] Selecting multiple campaigns (by checki</a> <a title="Sune Large Test page 236" href="http://viewer.zmags.com/publication/d94d8339?page=236"> [ 236 ] • Campaign Title – a nam</a> <a title="Sune Large Test page 237" href="http://viewer.zmags.com/publication/d94d8339?page=237"> [ 237 ] Canned messages A canned message is v</a> <a title="Sune Large Test page 238" href="http://viewer.zmags.com/publication/d94d8339?page=238"> [ 238 ] 1. Open Live Support on the navigation</a> <a title="Sune Large Test page 239" href="http://viewer.zmags.com/publication/d94d8339?page=239"> [ 239 ] 2. Open the Canned menu.</a> <a title="Sune Large Test page 240" href="http://viewer.zmags.com/publication/d94d8339?page=240"> [ 240 ] 2. Open the Canned m</a> <a title="Sune Large Test page 241" href="http://viewer.zmags.com/publication/d94d8339?page=241"> [ 241 ] Tag generator The tag generator is us</a> <a title="Sune Large Test page 242" href="http://viewer.zmags.com/publication/d94d8339?page=242"> [ 242 ] • HTML </a> <a title="Sune Large Test page 243" href="http://viewer.zmags.com/publication/d94d8339?page=243"> [ 243 ] 2. Open the Tag Generator menu. </a> <a title="Sune Large Test page 244" href="http://viewer.zmags.com/publication/d94d8339?page=244"> [ 244 ] 2. Open the Tag Gen</a> <a title="Sune Large Test page 245" href="http://viewer.zmags.com/publication/d94d8339?page=245"> [ 245 ] 2. Open the Tag Gen</a> <a title="Sune Large Test page 246" href="http://viewer.zmags.com/publication/d94d8339?page=246"> [ 246 ] Teamwork The teamwork modules of Supp</a> <a title="Sune Large Test page 247" href="http://viewer.zmags.com/publication/d94d8339?page=247"> [ 247 ] Calendar To view the calendar: </a> <a title="Sune Large Test page 248" href="http://viewer.zmags.com/publication/d94d8339?page=248"> [ 248 ] </a> <a title="Sune Large Test page 249" href="http://viewer.zmags.com/publication/d94d8339?page=249"> [ 249 ] </a> <a title="Sune Large Test page 250" href="http://viewer.zmags.com/publication/d94d8339?page=250"> [ 250 ] Creating a new event or appointment </a> <a title="Sune Large Test page 251" href="http://viewer.zmags.com/publication/d94d8339?page=251"> [ 251 ] • Owner – the owner of the event. •</a> <a title="Sune Large Test page 252" href="http://viewer.zmags.com/publication/d94d8339?page=252"> [ 252 ] Contacts To view contacts stored in t</a> <a title="Sune Large Test page 253" href="http://viewer.zmags.com/publication/d94d8339?page=253"> [ 253 ] Note that cust</a> <a title="Sune Large Test page 254" href="http://viewer.zmags.com/publication/d94d8339?page=254"> [ 254 ] • Fullname – the name of the c</a> <a title="Sune Large Test page 255" href="http://viewer.zmags.com/publication/d94d8339?page=255"> [ 255 ] Under th</a> <a title="Sune Large Test page 256" href="http://viewer.zmags.com/publication/d94d8339?page=256"> [ 256 ] Task List To view tasks logged in the</a> <a title="Sune Large Test page 257" href="http://viewer.zmags.com/publication/d94d8339?page=257"> [ 257 ] To view a task, c</a> <a title="Sune Large Test page 258" href="http://viewer.zmags.com/publication/d94d8339?page=258"> [ 258 ] 2. Click on Insert Task. You will</a> <a title="Sune Large Test page 259" href="http://viewer.zmags.com/publication/d94d8339?page=259"> [ 259 ] Click on the Insert button to create th</a> <a title="Sune Large Test page 260" href="http://viewer.zmags.com/publication/d94d8339?page=260"> [ 260 ] Knowledgebase The knowledgebase is a </a> <a title="Sune Large Test page 261" href="http://viewer.zmags.com/publication/d94d8339?page=261"> [ 261 ] Managing knowledgebase categories To </a> <a title="Sune Large Test page 262" href="http://viewer.zmags.com/publication/d94d8339?page=262"> [ 262 ] 2. Click on Insert Category.</a> <a title="Sune Large Test page 263" href="http://viewer.zmags.com/publication/d94d8339?page=263"> [ 263 ] Managing knowledgebase articles To vi</a> <a title="Sune Large Test page 264" href="http://viewer.zmags.com/publication/d94d8339?page=264"> [ 264 ] To view and</a> <a title="Sune Large Test page 265" href="http://viewer.zmags.com/publication/d94d8339?page=265"> [ 265 ] 2. Click on Insert Article. </a> <a title="Sune Large Test page 266" href="http://viewer.zmags.com/publication/d94d8339?page=266"> [ 266 ] Viewing and moderating user comments </a> <a title="Sune Large Test page 267" href="http://viewer.zmags.com/publication/d94d8339?page=267"> [ 267 ] Importing and exporting articles To i</a> <a title="Sune Large Test page 268" href="http://viewer.zmags.com/publication/d94d8339?page=268"> [ 268 ] Knowledgebase reports To view knowled</a> <a title="Sune Large Test page 269" href="http://viewer.zmags.com/publication/d94d8339?page=269"> [ 269 ] Downloads The downloads module of Sup</a> <a title="Sune Large Test page 270" href="http://viewer.zmags.com/publication/d94d8339?page=270"> [ 270 ] </a> <a title="Sune Large Test page 271" href="http://viewer.zmags.com/publication/d94d8339?page=271"> [ 271 ] Managing downloads categories To view</a> <a title="Sune Large Test page 272" href="http://viewer.zmags.com/publication/d94d8339?page=272"> [ 272 ] 2. Click on Insert Category.</a> <a title="Sune Large Test page 273" href="http://viewer.zmags.com/publication/d94d8339?page=273"> [ 273 ] Managing downloads To view the files </a> <a title="Sune Large Test page 274" href="http://viewer.zmags.com/publication/d94d8339?page=274"> [ 274 ] To view and</a> <a title="Sune Large Test page 275" href="http://viewer.zmags.com/publication/d94d8339?page=275"> [ 275 ] File fields </a> <a title="Sune Large Test page 276" href="http://viewer.zmags.com/publication/d94d8339?page=276"> [ 276 ] • Password (confirm) – confirm</a> <a title="Sune Large Test page 277" href="http://viewer.zmags.com/publication/d94d8339?page=277"> [ 277 ] View and manage download comments To </a> <a title="Sune Large Test page 278" href="http://viewer.zmags.com/publication/d94d8339?page=278"> [ 278 ] Download reports To view download rel</a> <a title="Sune Large Test page 279" href="http://viewer.zmags.com/publication/d94d8339?page=279"> [ 279 ] Troubleshooter The troubleshooter off</a> <a title="Sune Large Test page 280" href="http://viewer.zmags.com/publication/d94d8339?page=280"> [ 280 ] </a> <a title="Sune Large Test page 281" href="http://viewer.zmags.com/publication/d94d8339?page=281"> [ 281 ] Building a troubleshooter A troublesh</a> <a title="Sune Large Test page 282" href="http://viewer.zmags.com/publication/d94d8339?page=282"> [ 282 ] There is no limit to the number of step</a> <a title="Sune Large Test page 283" href="http://viewer.zmags.com/publication/d94d8339?page=283"> [ 283 ] 1. Open Troubleshooter on the navigati</a> <a title="Sune Large Test page 284" href="http://viewer.zmags.com/publication/d94d8339?page=284"> [ 284 ] </a> <a title="Sune Large Test page 285" href="http://viewer.zmags.com/publication/d94d8339?page=285"> [ 285 ] Viewing and managing troubleshooter co</a> <a title="Sune Large Test page 286" href="http://viewer.zmags.com/publication/d94d8339?page=286"> [ 286 ] Importing and exporting troubleshooter</a> <a title="Sune Large Test page 287" href="http://viewer.zmags.com/publication/d94d8339?page=287"> [ 287 ] Troubleshooter reports To view troubl</a> <a title="Sune Large Test page 288" href="http://viewer.zmags.com/publication/d94d8339?page=288"> [ 288 ] </a> <a title="Sune Large Test page 289" href="http://viewer.zmags.com/publication/d94d8339?page=289"> [ 289 ] News SupportSuite comes with the News</a> <a title="Sune Large Test page 290" href="http://viewer.zmags.com/publication/d94d8339?page=290"> [ 290 ] </a> <a title="Sune Large Test page 291" href="http://viewer.zmags.com/publication/d94d8339?page=291"> [ 291 ] Managing news articles To view and ma</a> <a title="Sune Large Test page 292" href="http://viewer.zmags.com/publication/d94d8339?page=292"> [ 292 ] To edit a news article, click on the ne</a> <a title="Sune Large Test page 293" href="http://viewer.zmags.com/publication/d94d8339?page=293"> [ 293 ] News Details • News Subject </a> <a title="Sune Large Test page 294" href="http://viewer.zmags.com/publication/d94d8339?page=294"> [ 294 ] Managing news subscribers A subscribe</a> <a title="Sune Large Test page 295" href="http://viewer.zmags.com/publication/d94d8339?page=295"> [ 295 ] Click on the</a> <a title="Sune Large Test page 296" href="http://viewer.zmags.com/publication/d94d8339?page=296"> [ 296 ] View and moderate news comments To vi</a> <a title="Sune Large Test page 297" href="http://viewer.zmags.com/publication/d94d8339?page=297"> [ 297 ] Importing and exporting news subscribe</a> <a title="Sune Large Test page 298" href="http://viewer.zmags.com/publication/d94d8339?page=298"> [ 298 ] Administrator control panel user manua</a> <a title="Sune Large Test page 299" href="http://viewer.zmags.com/publication/d94d8339?page=299"> [ 299 ] What is an administrator? An administ</a> <a title="Sune Large Test page 300" href="http://viewer.zmags.com/publication/d94d8339?page=300"> [ 300 ] Accessing the administrator control pa</a> <a title="Sune Large Test page 301" href="http://viewer.zmags.com/publication/d94d8339?page=301"> [ 301 ] Staff status The online staff bo</a> <a title="Sune Large Test page 302" href="http://viewer.zmags.com/publication/d94d8339?page=302"> [ 302 ] Staff Staff user accounts are created</a> <a title="Sune Large Test page 303" href="http://viewer.zmags.com/publication/d94d8339?page=303"> [ 303 ] Teams Staff user accounts can be assi</a> <a title="Sune Large Test page 304" href="http://viewer.zmags.com/publication/d94d8339?page=304"> [ 304 ] Refer to staff team fields for document</a> <a title="Sune Large Test page 305" href="http://viewer.zmags.com/publication/d94d8339?page=305"> [ 305 ] </a> <a title="Sune Large Test page 306" href="http://viewer.zmags.com/publication/d94d8339?page=306"> [ 306 ] • Can Delete Ticket Recipients - if </a> <a title="Sune Large Test page 307" href="http://viewer.zmags.com/publication/d94d8339?page=307"> [ 307 ] • Can View Troubleshooter Tab – if </a> <a title="Sune Large Test page 308" href="http://viewer.zmags.com/publication/d94d8339?page=308"> [ 308 ] • Can Edit Category - if enabled, st</a> <a title="Sune Large Test page 309" href="http://viewer.zmags.com/publication/d94d8339?page=309"> [ 309 ] Staff users To view and manage staff </a> <a title="Sune Large Test page 310" href="http://viewer.zmags.com/publication/d94d8339?page=310"> [ 310 ] Creating a staff user account To creat</a> <a title="Sune Large Test page 311" href="http://viewer.zmags.com/publication/d94d8339?page=311"> [ 311 ] otherwise mail loops may occur. • T</a> <a title="Sune Large Test page 312" href="http://viewer.zmags.com/publication/d94d8339?page=312"> [ 312 ] Mass-mailing staff To mass-mail staff</a> <a title="Sune Large Test page 313" href="http://viewer.zmags.com/publication/d94d8339?page=313"> [ 313 ] Departments Departments in SupportSui</a> <a title="Sune Large Test page 314" href="http://viewer.zmags.com/publication/d94d8339?page=314"> [ 314 ] Managing departments To view and mana</a> <a title="Sune Large Test page 315" href="http://viewer.zmags.com/publication/d94d8339?page=315"> [ 315 ] Refer to department fields for documen</a> <a title="Sune Large Test page 316" href="http://viewer.zmags.com/publication/d94d8339?page=316"> [ 316 ] • Module – if set to tickets (in Sup</a> <a title="Sune Large Test page 317" href="http://viewer.zmags.com/publication/d94d8339?page=317"> [ 317 ] Settings and configuration The settin</a> <a title="Sune Large Test page 318" href="http://viewer.zmags.com/publication/d94d8339?page=318"> [ 318 ] General • Com</a> <a title="Sune Large Test page 319" href="http://viewer.zmags.com/publication/d94d8339?page=319"> [ 319 ] • Enable Extended Display for Client</a> <a title="Sune Large Test page 320" href="http://viewer.zmags.com/publication/d94d8339?page=320"> [ 320 ] CPU optimization and server settings </a> <a title="Sune Large Test page 321" href="http://viewer.zmags.com/publication/d94d8339?page=321"> [ 321 ] Optimization settings </a> <a title="Sune Large Test page 322" href="http://viewer.zmags.com/publication/d94d8339?page=322"> [ 322 ] SMS Gateway For more information on th</a> <a title="Sune Large Test page 323" href="http://viewer.zmags.com/publication/d94d8339?page=323"> [ 323 ] Outgoing Mail Settings </a> <a title="Sune Large Test page 324" href="http://viewer.zmags.com/publication/d94d8339?page=324"> [ 324 ] SMTP Settings </a> <a title="Sune Large Test page 325" href="http://viewer.zmags.com/publication/d94d8339?page=325"> [ 325 ] User registration For more informatio</a> <a title="Sune Large Test page 326" href="http://viewer.zmags.com/publication/d94d8339?page=326"> [ 326 ] Security • Default</a> <a title="Sune Large Test page 327" href="http://viewer.zmags.com/publication/d94d8339?page=327"> [ 327 ] Date and time </a> <a title="Sune Large Test page 328" href="http://viewer.zmags.com/publication/d94d8339?page=328"> [ 328 ] Tickets For more information on ticke</a> <a title="Sune Large Test page 329" href="http://viewer.zmags.com/publication/d94d8339?page=329"> [ 329 ] information, see CC, BCC and third part</a> <a title="Sune Large Test page 330" href="http://viewer.zmags.com/publication/d94d8339?page=330"> [ 330 ] • Default Ticket Status for Client R</a> <a title="Sune Large Test page 331" href="http://viewer.zmags.com/publication/d94d8339?page=331"> [ 331 ] • Enable Instant Response System (IR</a> <a title="Sune Large Test page 332" href="http://viewer.zmags.com/publication/d94d8339?page=332"> [ 332 ] • Ticket Post Order for Client Suppo</a> <a title="Sune Large Test page 333" href="http://viewer.zmags.com/publication/d94d8339?page=333"> [ 333 ] • Enable RSS Syndication for Ticket </a> <a title="Sune Large Test page 334" href="http://viewer.zmags.com/publication/d94d8339?page=334"> [ 334 ] panel. • Enable Two Way Email Proce</a> <a title="Sune Large Test page 335" href="http://viewer.zmags.com/publication/d94d8339?page=335"> [ 335 ] Search Options These settings affect t</a> <a title="Sune Large Test page 336" href="http://viewer.zmags.com/publication/d94d8339?page=336"> [ 336 ] searches will be. • Minimum Word Le</a> <a title="Sune Large Test page 337" href="http://viewer.zmags.com/publication/d94d8339?page=337"> [ 337 ] Auto Close Settings </a> <a title="Sune Large Test page 338" href="http://viewer.zmags.com/publication/d94d8339?page=338"> [ 338 ] • Enable Po</a> <a title="Sune Large Test page 339" href="http://viewer.zmags.com/publication/d94d8339?page=339"> [ 339 ] Mail parser POP3/IMAP fetch settings </a> <a title="Sune Large Test page 340" href="http://viewer.zmags.com/publication/d94d8339?page=340"> [ 340 ] • Email Content Priority – which ty</a> <a title="Sune Large Test page 341" href="http://viewer.zmags.com/publication/d94d8339?page=341"> [ 341 ] Live support For more information on </a> <a title="Sune Large Test page 342" href="http://viewer.zmags.com/publication/d94d8339?page=342"> [ 342 ] • Client Chat Refresh Time – the val</a> <a title="Sune Large Test page 343" href="http://viewer.zmags.com/publication/d94d8339?page=343"> [ 343 ] • Message Forward Email – the e-mail</a> <a title="Sune Large Test page 344" href="http://viewer.zmags.com/publication/d94d8339?page=344"> [ 344 ] Click </a> <a title="Sune Large Test page 345" href="http://viewer.zmags.com/publication/d94d8339?page=345"> [ 345 ] Teamwork For more information on usin</a> <a title="Sune Large Test page 346" href="http://viewer.zmags.com/publication/d94d8339?page=346"> [ 346 ] Knowledgebase For more information on</a> <a title="Sune Large Test page 347" href="http://viewer.zmags.com/publication/d94d8339?page=347"> [ 347 ] • Display Knowledgebase Widget – if </a> <a title="Sune Large Test page 348" href="http://viewer.zmags.com/publication/d94d8339?page=348"> [ 348 ] Support center index </a> <a title="Sune Large Test page 349" href="http://viewer.zmags.com/publication/d94d8339?page=349"> [ 349 ] • Enable RSS Feeds for Articles – if</a> <a title="Sune Large Test page 350" href="http://viewer.zmags.com/publication/d94d8339?page=350"> [ 350 ] Troubleshooter For more information o</a> <a title="Sune Large Test page 351" href="http://viewer.zmags.com/publication/d94d8339?page=351"> [ 351 ] • Maximum Number of Categories to Di</a> <a title="Sune Large Test page 352" href="http://viewer.zmags.com/publication/d94d8339?page=352"> [ 352 ] Downloads For more information on man</a> <a title="Sune Large Test page 353" href="http://viewer.zmags.com/publication/d94d8339?page=353"> [ 353 ] Quick Box setting). • Display Popul</a> <a title="Sune Large Test page 354" href="http://viewer.zmags.com/publication/d94d8339?page=354"> [ 354 ] • Override Download Items Display Or</a> <a title="Sune Large Test page 355" href="http://viewer.zmags.com/publication/d94d8339?page=355"> [ 355 ] News For more information on managing</a> <a title="Sune Large Test page 356" href="http://viewer.zmags.com/publication/d94d8339?page=356"> [ 356 ] Support center </a> <a title="Sune Large Test page 357" href="http://viewer.zmags.com/publication/d94d8339?page=357"> [ 357 ] RSS interface • Enable R</a> <a title="Sune Large Test page 358" href="http://viewer.zmags.com/publication/d94d8339?page=358"> [ 358 ] Templates The templates are based on </a> <a title="Sune Large Test page 359" href="http://viewer.zmags.com/publication/d94d8339?page=359"> [ 359 ] Template engine The templating system</a> <a title="Sune Large Test page 360" href="http://viewer.zmags.com/publication/d94d8339?page=360"> [ 360 ] Template groups To view and manage te</a> <a title="Sune Large Test page 361" href="http://viewer.zmags.com/publication/d94d8339?page=361"> [ 361 ] Selecting multiple template groups (by</a> <a title="Sune Large Test page 362" href="http://viewer.zmags.com/publication/d94d8339?page=362"> [ 362 ] You will be presented with a list of th</a> <a title="Sune Large Test page 363" href="http://viewer.zmags.com/publication/d94d8339?page=363"> [ 363 ] • Default Ticket Status – all newly </a> <a title="Sune Large Test page 364" href="http://viewer.zmags.com/publication/d94d8339?page=364"> [ 364 ] </a> <a title="Sune Large Test page 365" href="http://viewer.zmags.com/publication/d94d8339?page=365"> [ 365 ] Managing templates To manage template</a> <a title="Sune Large Test page 366" href="http://viewer.zmags.com/publication/d94d8339?page=366"> [ 366 ] To expand all the template sections, cl</a> <a title="Sune Large Test page 367" href="http://viewer.zmags.com/publication/d94d8339?page=367"> [ 367 ] </a> <a title="Sune Large Test page 368" href="http://viewer.zmags.com/publication/d94d8339?page=368"> [ 368 ] Searching templates To search within </a> <a title="Sune Large Test page 369" href="http://viewer.zmags.com/publication/d94d8339?page=369"> [ 369 ] </a> <a title="Sune Large Test page 370" href="http://viewer.zmags.com/publication/d94d8339?page=370"> [ 370 ] </a> <a title="Sune Large Test page 371" href="http://viewer.zmags.com/publication/d94d8339?page=371"> [ 371 ] LoginShare LoginShare is the login sy</a> <a title="Sune Large Test page 372" href="http://viewer.zmags.com/publication/d94d8339?page=372"> [ 372 ] You wil</a> <a title="Sune Large Test page 373" href="http://viewer.zmags.com/publication/d94d8339?page=373"> [ 373 ] </a> <a title="Sune Large Test page 374" href="http://viewer.zmags.com/publication/d94d8339?page=374"> [ 374 ] • Hostname – the hostname of t</a> <a title="Sune Large Test page 375" href="http://viewer.zmags.com/publication/d94d8339?page=375"> [ 375 ] Importing and exporting templates Tem</a> <a title="Sune Large Test page 376" href="http://viewer.zmags.com/publication/d94d8339?page=376"> [ 376 ] • Filename – specify the filename yo</a> <a title="Sune Large Test page 377" href="http://viewer.zmags.com/publication/d94d8339?page=377"> [ 377 ] Restoring templates Restoring (also k</a> <a title="Sune Large Test page 378" href="http://viewer.zmags.com/publication/d94d8339?page=378"> [ 378 ] • Template Group</a> <a title="Sune Large Test page 379" href="http://viewer.zmags.com/publication/d94d8339?page=379"> [ 379 ] Template diagnostics Using the templa</a> <a title="Sune Large Test page 380" href="http://viewer.zmags.com/publication/d94d8339?page=380"> [ 380 ] Languages The languages system of is </a> <a title="Sune Large Test page 381" href="http://viewer.zmags.com/publication/d94d8339?page=381"> [ 381 ] Managing language packs To manage lan</a> <a title="Sune Large Test page 382" href="http://viewer.zmags.com/publication/d94d8339?page=382"> [ 382 ] To edit a language, click </a> <a title="Sune Large Test page 383" href="http://viewer.zmags.com/publication/d94d8339?page=383"> [ 383 ] Managing phrases within a language pac</a> <a title="Sune Large Test page 384" href="http://viewer.zmags.com/publication/d94d8339?page=384"> [ 384 ] </a> <a title="Sune Large Test page 385" href="http://viewer.zmags.com/publication/d94d8339?page=385"> [ 385 ] You will be pres</a> <a title="Sune Large Test page 386" href="http://viewer.zmags.com/publication/d94d8339?page=386"> [ 386 ] Importing and exporting languages Lan</a> <a title="Sune Large Test page 387" href="http://viewer.zmags.com/publication/d94d8339?page=387"> [ 387 ] Language packs can be merged with one </a> <a title="Sune Large Test page 388" href="http://viewer.zmags.com/publication/d94d8339?page=388"> [ 388 ] Custom fields The custom fields featu</a> <a title="Sune Large Test page 389" href="http://viewer.zmags.com/publication/d94d8339?page=389"> [ 389 ] Managing custom field groups To view </a> <a title="Sune Large Test page 390" href="http://viewer.zmags.com/publication/d94d8339?page=390"> [ 390 ] To edit a field group, </a> <a title="Sune Large Test page 391" href="http://viewer.zmags.com/publication/d94d8339?page=391"> [ 391 ] Custom field group fields </a> <a title="Sune Large Test page 392" href="http://viewer.zmags.com/publication/d94d8339?page=392"> [ 392 ] Managing custom fields To view and ma</a> <a title="Sune Large Test page 393" href="http://viewer.zmags.com/publication/d94d8339?page=393"> [ 393 ] Under the Advanced Search tab, groups c</a> <a title="Sune Large Test page 394" href="http://viewer.zmags.com/publication/d94d8339?page=394"> [ 394 ] </a> <a title="Sune Large Test page 395" href="http://viewer.zmags.com/publication/d94d8339?page=395"> [ 395 ] • </a> <a title="Sune Large Test page 396" href="http://viewer.zmags.com/publication/d94d8339?page=396"> [ 396 ] A text field features a multiple-line t</a> <a title="Sune Large Test page 397" href="http://viewer.zmags.com/publication/d94d8339?page=397"> [ 397 ] • Staff Editable – if enabled, any s</a> <a title="Sune Large Test page 398" href="http://viewer.zmags.com/publication/d94d8339?page=398"> [ 398 ] • Display Order – where more than on</a> <a title="Sune Large Test page 399" href="http://viewer.zmags.com/publication/d94d8339?page=399"> [ 399 ] </a> <a title="Sune Large Test page 400" href="http://viewer.zmags.com/publication/d94d8339?page=400"> [ 400 ] • Staff Editable – if enabled, any s</a> <a title="Sune Large Test page 401" href="http://viewer.zmags.com/publication/d94d8339?page=401"> [ 401 ] </a> <a title="Sune Large Test page 402" href="http://viewer.zmags.com/publication/d94d8339?page=402"> [ 402 ] • Staff Editable – if enabled, any s</a> <a title="Sune Large Test page 403" href="http://viewer.zmags.com/publication/d94d8339?page=403"> [ 403 ] </a> <a title="Sune Large Test page 404" href="http://viewer.zmags.com/publication/d94d8339?page=404"> [ 404 ] • Staff Editable – if enabled, any s</a> <a title="Sune Large Test page 405" href="http://viewer.zmags.com/publication/d94d8339?page=405"> [ 405 ] </a> <a title="Sune Large Test page 406" href="http://viewer.zmags.com/publication/d94d8339?page=406"> [ 406 ] • Staff Editable – if enabled, any s</a> <a title="Sune Large Test page 407" href="http://viewer.zmags.com/publication/d94d8339?page=407"> [ 407 ] • Default Value – when the field is </a> <a title="Sune Large Test page 408" href="http://viewer.zmags.com/publication/d94d8339?page=408"> [ 408 ] Custom field usage examples This sect</a> <a title="Sune Large Test page 409" href="http://viewer.zmags.com/publication/d94d8339?page=409"> [ 409 ] At user group management </a> <a title="Sune Large Test page 410" href="http://viewer.zmags.com/publication/d94d8339?page=410"> [ 410 ] At user ticket creation in the client s</a> <a title="Sune Large Test page 411" href="http://viewer.zmags.com/publication/d94d8339?page=411"> [ 411 ] At staff event creation (appointment</a> <a title="Sune Large Test page 412" href="http://viewer.zmags.com/publication/d94d8339?page=412"> [ 412 ] Live Support Visitor bans made using </a> <a title="Sune Large Test page 413" href="http://viewer.zmags.com/publication/d94d8339?page=413"> [ 413 ] Visitor bans When a visitor is banned</a> <a title="Sune Large Test page 414" href="http://viewer.zmags.com/publication/d94d8339?page=414"> [ 414 ] To edit a ban entry,</a> <a title="Sune Large Test page 415" href="http://viewer.zmags.com/publication/d94d8339?page=415"> [ 415 ] Click on the Ins</a> <a title="Sune Large Test page 416" href="http://viewer.zmags.com/publication/d94d8339?page=416"> [ 416 ] Mail parser The mail parser is not av</a> <a title="Sune Large Test page 417" href="http://viewer.zmags.com/publication/d94d8339?page=417"> [ 417 ] </a> <a title="Sune Large Test page 418" href="http://viewer.zmags.com/publication/d94d8339?page=418"> [ 418 ] E-mail queues An e-mail queue is requ</a> <a title="Sune Large Test page 419" href="http://viewer.zmags.com/publication/d94d8339?page=419"> [ 419 ] To</a> <a title="Sune Large Test page 420" href="http://viewer.zmags.com/publication/d94d8339?page=420"> [ 420 ] To create a new e-mail queue: 1. Clic</a> <a title="Sune Large Test page 421" href="http://viewer.zmags.com/publication/d94d8339?page=421"> [ 421 ] • Email Queue Address – the e-mail a</a> <a title="Sune Large Test page 422" href="http://viewer.zmags.com/publication/d94d8339?page=422"> [ 422 ] Queue Settings</a> <a title="Sune Large Test page 423" href="http://viewer.zmags.com/publication/d94d8339?page=423"> [ 423 ] • Ticket Status – the default status</a> <a title="Sune Large Test page 424" href="http://viewer.zmags.com/publication/d94d8339?page=424"> [ 424 ] Parser rules Parser rules allow you t</a> <a title="Sune Large Test page 425" href="http://viewer.zmags.com/publication/d94d8339?page=425"> [ 425 ] Advanced Search tab, rules can be searc</a> <a title="Sune Large Test page 426" href="http://viewer.zmags.com/publication/d94d8339?page=426"> [ 426 ] You will </a> <a title="Sune Large Test page 427" href="http://viewer.zmags.com/publication/d94d8339?page=427"> [ 427 ] To add a new match</a> <a title="Sune Large Test page 428" href="http://viewer.zmags.com/publication/d94d8339?page=428"> [ 428 ] • Please note that the Reply-</a> <a title="Sune Large Test page 429" href="http://viewer.zmags.com/publication/d94d8339?page=429"> [ 429 ] • Attachment Sizes refer to the</a> <a title="Sune Large Test page 430" href="http://viewer.zmags.com/publication/d94d8339?page=430"> [ 430 ] </a> <a title="Sune Large Test page 431" href="http://viewer.zmags.com/publication/d94d8339?page=431"> [ 431 ] • C</a> <a title="Sune Large Test page 432" href="http://viewer.zmags.com/publication/d94d8339?page=432"> [ 432 ] Breaklines SupportSuite and eSupport </a> <a title="Sune Large Test page 433" href="http://viewer.zmags.com/publication/d94d8339?page=433"> [ 433 ] 1. Click on Manage Breaklines under Ma</a> <a title="Sune Large Test page 434" href="http://viewer.zmags.com/publication/d94d8339?page=434"> [ 434 ] </a> <a title="Sune Large Test page 435" href="http://viewer.zmags.com/publication/d94d8339?page=435"> [ 435 ] Catch-all rules Catch-all rules can b</a> <a title="Sune Large Test page 436" href="http://viewer.zmags.com/publication/d94d8339?page=436"> [ 436 ] To delete a catch-al</a> <a title="Sune Large Test page 437" href="http://viewer.zmags.com/publication/d94d8339?page=437"> [ 437 ] To insert</a> <a title="Sune Large Test page 438" href="http://viewer.zmags.com/publication/d94d8339?page=438"> [ 438 ] Catch-all rule fields </a> <a title="Sune Large Test page 439" href="http://viewer.zmags.com/publication/d94d8339?page=439"> [ 439 ] E-mail bans If an e-mail comes into a</a> <a title="Sune Large Test page 440" href="http://viewer.zmags.com/publication/d94d8339?page=440"> [ 440 ] Selecting multiple e-mail bans (by chec</a> <a title="Sune Large Test page 441" href="http://viewer.zmags.com/publication/d94d8339?page=441"> [ 441 ] Parser log A guide to the parser log </a> <a title="Sune Large Test page 442" href="http://viewer.zmags.com/publication/d94d8339?page=442"> [ 442 ] Tickets </a> <a title="Sune Large Test page 443" href="http://viewer.zmags.com/publication/d94d8339?page=443"> [ 443 ] Statuses Every ticket has a status. T</a> <a title="Sune Large Test page 444" href="http://viewer.zmags.com/publication/d94d8339?page=444"> [ 444 ] To edit a ticket statu</a> <a title="Sune Large Test page 445" href="http://viewer.zmags.com/publication/d94d8339?page=445"> [ 445 ] Ticket status fields </a> <a title="Sune Large Test page 446" href="http://viewer.zmags.com/publication/d94d8339?page=446"> [ 446 ] Priorities Each ticket has a priority</a> <a title="Sune Large Test page 447" href="http://viewer.zmags.com/publication/d94d8339?page=447"> [ 447 ] To edit a ti</a> <a title="Sune Large Test page 448" href="http://viewer.zmags.com/publication/d94d8339?page=448"> [ 448 ] Ticket priority fields </a> <a title="Sune Large Test page 449" href="http://viewer.zmags.com/publication/d94d8339?page=449"> [ 449 ] Attachment types If enabled (see tick</a> <a title="Sune Large Test page 450" href="http://viewer.zmags.com/publication/d94d8339?page=450"> [ 450 ] Selecting multiple attachment types (by</a> <a title="Sune Large Test page 451" href="http://viewer.zmags.com/publication/d94d8339?page=451"> [ 451 ] This link will open</a> <a title="Sune Large Test page 452" href="http://viewer.zmags.com/publication/d94d8339?page=452"> [ 452 ] o For a comprehensive list of standar</a> <a title="Sune Large Test page 453" href="http://viewer.zmags.com/publication/d94d8339?page=453"> [ 453 ] Purging attachments In order to save </a> <a title="Sune Large Test page 454" href="http://viewer.zmags.com/publication/d94d8339?page=454"> [ 454 ] To add a new matching field, click on </a> <a title="Sune Large Test page 455" href="http://viewer.zmags.com/publication/d94d8339?page=455"> [ 455 ] Maintenance The ticket maintenance ar</a> <a title="Sune Large Test page 456" href="http://viewer.zmags.com/publication/d94d8339?page=456"> [ 456 ] If you r</a> <a title="Sune Large Test page 457" href="http://viewer.zmags.com/publication/d94d8339?page=457"> [ 457 ] SLA An SLA (Service Level Agreement) </a> <a title="Sune Large Test page 458" href="http://viewer.zmags.com/publication/d94d8339?page=458"> [ 458 ] Schedules A schedule can be thought o</a> <a title="Sune Large Test page 459" href="http://viewer.zmags.com/publication/d94d8339?page=459"> [ 459 ] </a> <a title="Sune Large Test page 460" href="http://viewer.zmags.com/publication/d94d8339?page=460"> [ 460 ] </a> <a title="Sune Large Test page 461" href="http://viewer.zmags.com/publication/d94d8339?page=461"> [ 461 ] From here, you are able to specify the</a> <a title="Sune Large Test page 462" href="http://viewer.zmags.com/publication/d94d8339?page=462"> [ 462 ] Plans An SLA plan is associated with </a> <a title="Sune Large Test page 463" href="http://viewer.zmags.com/publication/d94d8339?page=463"> [ 463 ] Refer to SLA plan fields for documenta</a> <a title="Sune Large Test page 464" href="http://viewer.zmags.com/publication/d94d8339?page=464"> [ 464 ] • Plan Title – a title for the SLA </a> <a title="Sune Large Test page 465" href="http://viewer.zmags.com/publication/d94d8339?page=465"> [ 465 ] Escalation rules Escalation rules (if</a> <a title="Sune Large Test page 466" href="http://viewer.zmags.com/publication/d94d8339?page=466"> [ 466 ] Creating a new escalation rule To cre</a> <a title="Sune Large Test page 467" href="http://viewer.zmags.com/publication/d94d8339?page=467"> [ 467 ] Escalation rule fields From here, you</a> <a title="Sune Large Test page 468" href="http://viewer.zmags.com/publication/d94d8339?page=468"> [ 468 ] Teamwork The teamwork module SupportS</a> <a title="Sune Large Test page 469" href="http://viewer.zmags.com/publication/d94d8339?page=469"> [ 469 ] Managing teamwork statuses A status c</a> <a title="Sune Large Test page 470" href="http://viewer.zmags.com/publication/d94d8339?page=470"> [ 470 ] A list of all of t</a> <a title="Sune Large Test page 471" href="http://viewer.zmags.com/publication/d94d8339?page=471"> [ 471 ] To ed</a> <a title="Sune Large Test page 472" href="http://viewer.zmags.com/publication/d94d8339?page=472"> [ 472 ] Teamwork status fields </a> <a title="Sune Large Test page 473" href="http://viewer.zmags.com/publication/d94d8339?page=473"> [ 473 ] Managing teamwork priorities A priori</a> <a title="Sune Large Test page 474" href="http://viewer.zmags.com/publication/d94d8339?page=474"> [ 474 ] To delete a priority, click on the cor</a> <a title="Sune Large Test page 475" href="http://viewer.zmags.com/publication/d94d8339?page=475"> [ 475 ] Teamwork priority fields </a> <a title="Sune Large Test page 476" href="http://viewer.zmags.com/publication/d94d8339?page=476"> [ 476 ] Managing teamwork labels Labels can b</a> <a title="Sune Large Test page 477" href="http://viewer.zmags.com/publication/d94d8339?page=477"> [ 477 ] A list of all of t</a> <a title="Sune Large Test page 478" href="http://viewer.zmags.com/publication/d94d8339?page=478"> [ 478 ] </a> <a title="Sune Large Test page 479" href="http://viewer.zmags.com/publication/d94d8339?page=479"> [ 479 ] From here you can configure the proper</a> <a title="Sune Large Test page 480" href="http://viewer.zmags.com/publication/d94d8339?page=480"> [ 480 ] Managing teamwork categories Categori</a> <a title="Sune Large Test page 481" href="http://viewer.zmags.com/publication/d94d8339?page=481"> [ 481 ] A list of all of t</a> <a title="Sune Large Test page 482" href="http://viewer.zmags.com/publication/d94d8339?page=482"> [ 482 ] </a> <a title="Sune Large Test page 483" href="http://viewer.zmags.com/publication/d94d8339?page=483"> [ 483 ] From here you can </a> <a title="Sune Large Test page 484" href="http://viewer.zmags.com/publication/d94d8339?page=484"> [ 484 ] Logs SupportSuite, eSupport and LiveR</a> <a title="Sune Large Test page 485" href="http://viewer.zmags.com/publication/d94d8339?page=485"> [ 485 ] Task log To view the scheduled tasks </a> <a title="Sune Large Test page 486" href="http://viewer.zmags.com/publication/d94d8339?page=486"> [ 486 ] Parser Log To view the mail parser lo</a> <a title="Sune Large Test page 487" href="http://viewer.zmags.com/publication/d94d8339?page=487"> [ 487 ] Parsing </a> <a title="Sune Large Test page 488" href="http://viewer.zmags.com/publication/d94d8339?page=488"> [ 488 ] </a> <a title="Sune Large Test page 489" href="http://viewer.zmags.com/publication/d94d8339?page=489"> [ 489 ] Scheduled tasks SupportSuite, eSuppor</a> <a title="Sune Large Test page 490" href="http://viewer.zmags.com/publication/d94d8339?page=490"> [ 490 ] • Daily System Cleanup – performs a </a> <a title="Sune Large Test page 491" href="http://viewer.zmags.com/publication/d94d8339?page=491"> [ 491 ] Tasks log A guide to the tasks log ca</a> <a title="Sune Large Test page 492" href="http://viewer.zmags.com/publication/d94d8339?page=492"> [ 492 ] Database Through the SupportSuite, eS</a> <a title="Sune Large Test page 493" href="http://viewer.zmags.com/publication/d94d8339?page=493"> [ 493 ] Maintenance (repair and optimize) To </a> <a title="Sune Large Test page 494" href="http://viewer.zmags.com/publication/d94d8339?page=494"> [ 494 ] Backup (database dump) To download a </a> <a title="Sune Large Test page 495" href="http://viewer.zmags.com/publication/d94d8339?page=495"> [ 495 ] Diagnostics The sections belonging to</a> <a title="Sune Large Test page 496" href="http://viewer.zmags.com/publication/d94d8339?page=496"> [ 496 ] Active sessions To view the user sess</a> <a title="Sune Large Test page 497" href="http://viewer.zmags.com/publication/d94d8339?page=497"> [ 497 ] Cache info Most templates are cached </a> <a title="Sune Large Test page 498" href="http://viewer.zmags.com/publication/d94d8339?page=498"> [ 498 ] </a> <a title="Sune Large Test page 499" href="http://viewer.zmags.com/publication/d94d8339?page=499"> [ 499 ] PHP info PHP's phpinfo() command will</a> <a title="Sune Large Test page 500" href="http://viewer.zmags.com/publication/d94d8339?page=500"> [ 500 ] MySQL info The server's MySQL setting</a> <a title="Sune Large Test page 501" href="http://viewer.zmags.com/publication/d94d8339?page=501"> [ 501 ] Report bug To submit a bug report to </a> <a title="Sune Large Test page 502" href="http://viewer.zmags.com/publication/d94d8339?page=502"> [ 502 ] License info To view your SupportSuit</a> <a title="Sune Large Test page 503" href="http://viewer.zmags.com/publication/d94d8339?page=503"> [ 503 ] Mobile staff control panel interfaces </a> <a title="Sune Large Test page 504" href="http://viewer.zmags.com/publication/d94d8339?page=504"> [ 504 ] PDA staff control panel interface To </a> <a title="Sune Large Test page 505" href="http://viewer.zmags.com/publication/d94d8339?page=505"> [ 505 ] Ticket listing </a> <a title="Sune Large Test page 506" href="http://viewer.zmags.com/publication/d94d8339?page=506"> [ 506 ] Managing tickets Multiple tickets can</a> <a title="Sune Large Test page 507" href="http://viewer.zmags.com/publication/d94d8339?page=507"> [ 507 ] </a> <a title="Sune Large Test page 508" href="http://viewer.zmags.com/publication/d94d8339?page=508"> [ 508 ] Viewing a ticket </a> <a title="Sune Large Test page 509" href="http://viewer.zmags.com/publication/d94d8339?page=509"> [ 509 ] Replying to a ticket When viewing a t</a> <a title="Sune Large Test page 510" href="http://viewer.zmags.com/publication/d94d8339?page=510"> [ 510 ] Kayako SMS gateway The Kayako SMS Gat</a> <a title="Sune Large Test page 511" href="http://viewer.zmags.com/publication/d94d8339?page=511"> [ 511 ] Buying credits To buy SMS credits: </a> <a title="Sune Large Test page 512" href="http://viewer.zmags.com/publication/d94d8339?page=512"> [ 512 ] Frequently asked questions </a> <a title="Sune Large Test page 513" href="http://viewer.zmags.com/publication/d94d8339?page=513"> [ 513 ] What settings will directly affect the </a> <a title="Sune Large Test page 514" href="http://viewer.zmags.com/publication/d94d8339?page=514"> [ 514 ] What is a widget? A widget is a compon</a> <a title="Sune Large Test page 515" href="http://viewer.zmags.com/publication/d94d8339?page=515"> [ 515 ] What is an RSS feed? </a> <a title="Sune Large Test page 516" href="http://viewer.zmags.com/publication/d94d8339?page=516"> [ 516 ] How do I create a new language pack for</a> <a title="Sune Large Test page 517" href="http://viewer.zmags.com/publication/d94d8339?page=517"> [ 517 ] How do I set the default language for t</a> <a title="Sune Large Test page 518" href="http://viewer.zmags.com/publication/d94d8339?page=518"> [ 518 ] How do I create a new language pack fo</a> <a title="Sune Large Test page 519" href="http://viewer.zmags.com/publication/d94d8339?page=519"> [ 519 ] Why do I get an invalid domain error? </a> <a title="Sune Large Test page 520" href="http://viewer.zmags.com/publication/d94d8339?page=520"> [ 520 ] What is Zend Optimizer and IonCube? Ze</a> <a title="Sune Large Test page 521" href="http://viewer.zmags.com/publication/d94d8339?page=521"> [ 521 ] How do I disable comments in the clien</a> <a title="Sune Large Test page 522" href="http://viewer.zmags.com/publication/d94d8339?page=522"> [ 522 ] Support resources If you would like t</a>