Introduction:

This program allows you to provide support to your visitors, including live chat. A trouble ticket system and knowledge base are included. You can set up additional moderators to provide support.

Installation:

• Open config.php in your favorite text editor and enter your database information.
• Now upload the support directory to your web root (you may rename it if you like).
• Point your browser at yoursite.com/support/install/ and complete the form. When you're finished, be sure to delete the install directory from your server!
• Log in at: yoursite.com/support/admin.php with your Admin email and password from the previous step.
• Bookmark admin.php for future use.

Usage:

You can show your online chat status on your main page. Your main page must be php executable. Follow the example in example.php:

<?php
include("./support/show_chat.php");
?>

When you are logged on as Admin or a Moderator, you must be on the Live Chat page in the Administrative suite to be online.  If you leave that page your will automatically be shown offline. When a visitor requests support, they will appear in the Users Requesting Support widow and an alert will sound a few times. Click on the user to start a chat session with them.

You can set up various canned messages for frequently sent messages such as: Welcome! How may I help you? This saves you a little time & provides consistency.

You can experiment chatting with yourself. Its best to use 2 different browsers. Say Internet Explorer as Admin and Foxfire as the visitor. This way the sessions don't get mixed up!

You can change the appearance by editing the style sheets in the css directory. You can replace the logo graphic in the graphics directory with your own. Many of the messages are defined in: /lang/default.inc.php. As far as changing the layout, you are on your own! It can ofcourse be done, but be careful. The header, body & footer templates in the include directory make the layout.

The program will clean up the database by itself. Chat entries are removed as soon as the chat is over. Trouble tickets will be set as closed once you answer them and closed tickets will be removed according to your choice in site settings. If the user appends the ticket it will reopen.

New trouble tickets will go to all Moderator's email. Once the first Moderator answers a ticket, that ticket is assigned to them and future correspondence goes only to them. If another Moderator answers a ticket that's already assigned, the assignment changes to them.

If you have any trouble, please visit the Support Forum.

Enjoy!