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supportResponse PHP Support Center

Thank you for purchasing supportResponse.

If you have any questions that are beyond the scope of this help file, please do not hesitate to contact me via my Support Center.
I am always happy to help if you have any questions relating to supportResponse.

A. Pre-Installation Top

1. Unzip supportResponse and have a look around.

Unzip the supportResponse file and take a look at the file structure. You should see 11 folders and 13 files.

2. Create a Database.

First step is to create a MySQL database, and if you do not have a default one, a database user. This process is explained in great detail on many websites and web hosts. Once you have the database setup, you will need:

3. Upload supportResponse

Upload all the files you unzipped to your webhost, keeping the file system intact.

Be sure to cmod the main (root), uploads & avatars folders to 755.

You should now have the following folders/files on your host account:

B. Installation Top

1. Run the Online Setup Wizard

Installation is quite easy and only takes a few minutes.

Again, Make sure the main root folder (where you uploaded supportResponse to) is cmod to 755 or installation will fail.

Once supportResponse has finished uploading, simply go to (or wherever subfolder you uploaded it to) and follow the on-screen instructions.
Easy to do, just follow the defaults and plug in your specific information.

2. Server Configuration Check

supportResponse REQUIRES PHP 5.3+ & MySQLi Connection, mcrypt_encrypt / mcrypt_decrypt and imagecreatefrompng (PNG Image Support).
There is a Server Configuration Check that will display before you will be able to install supportResponse. If all checks out, great, click the button "Start the Installation". If not, you will not see the "Start the Installation" button and will not be able to install supportResponse. Check with you host, and see if there is anything they can do for you.

3. Database Configuration

Once you have input your database information, click on the "On to Step 2" button.

If everything was configured correctly, you will see the following:

Your database has been correctly configured.

4. supportResponse Settings

Again, follow the defaults and plug in your site's specific information. You can set your Administrator username, password and Site name to be anything you would like. Once completed, be sure to hit "On to Step 3" to save your settings.

Installation URL - This should be auto-filled for you*.

*If the Installation URL is not auto-filled, you will need to enter it manually.
Include any sub-folder supportResponse may be installed in. (ie.
Look at your browser's URL bar, and use that (remove the install/install.php from the end) as your Installation URL.

If you have any questions on this, please do not hesitate to contact me via my Support Center.

5. The Primary Admin Account

Complete the Primary Admin Account form. This is the main, "Superuser" for supportResponse. This Admin Account cannot be deleted through the web UI, only from within the database (ie. PHPMyAdmin).
Once you have filled in the information for the Primary Admin, click the "Complete Install" button to complete the installation.

Once installtion is completed, you will need to go back into your FTP application, and either rename or Delete the installation folder before you can log in as Administrator.

For security reasons and to stop any possible reinstallations please, DELETE or RENAME the "install" folder.

C. Site Settings Top

Once supportResponse is installed, you can update the Site Settings after logging in as the Primary Admin. Go to Site Settings page from the Manage dropdown menu.

All Sensitive data, Purchase Codes and Support Requests are encrypted in the database.

1. Global Site Settings

2. Support Request Status Options

Support Request Status Options are displayed when ever there is a change to a Support Request.
I have included a few options during install. You can Add New, Delete or set any of them to Inactive. Inactive Support Request Status Options will not be used/displayed.

3. Support Request Category Options

These are the Options that a user will use when creating a New Support Request. They appear in the Support Category Drop Down.
I have included a few options during install. You can Add New, Delete or set any of them to Inactive. Inactive Support Request Category Options will not be used/displayed on the New Support Request Form.

Support Request Category Options are only available when Require Envato Purchase Code is set to NO & you are NOT using the Envato API.

If you require an Envato Purchase Code and are using the Envato Market API, Your Envato Items will be available for the user to select instead of Support Request Categories.

If you run into any issues or have any questions about the Settings in supportResponse, please do not hesitate to contact me via my Support Center.

D. Site Content Top

I have included the ability to modify the Site's Sidebars through the Admin interface. Under the "Manage" drop-down is an option for "Site Content". There you can easily modify the three different sidebar conent used throughout supportResponse's front end. The three sidebars are located on the following pages:

I have included some basic examples on install, and you can modify this as needed. Some basic HTML is allowed, and if you want to use some margins & paddings see the classes in the css/styles.css file — Lines 1 through 54.

E. Site Access Authorizations Top

This is my first attempt at limiting what Administrators can access. Go to the "Authorizations" link from the manage drop-down:

Select an Administrator from the drop-dowm, and then click "Load Admin". The Admins basic information will be displayed and current Authorizations will be checked. You can then modify the admin as needed. Save your changes. If you wish to load a new Admin, you will first need to clear any data that is currently being displayed.

Authorization Options

Please Note: If you remove your permissions for Site Access Authorizations, you will lose access to this page.

F. Advanced — Localization, Styling & Images Top

1-a. Localization Files

supportResponse is translation ready. All Localization files are located in the folder named language/. If you want to use a different language other then English, you will need to translate the "custom.php" file. Once translated, you can then load that file via the Global Site Settings — Localization drop-down.

1-b. Date Formats

To change the way dates are formated, you will need to modify the includes/functions.php file. Follow the instructions starting on line 42.
Uncomment (remove the double slash - //) from the date format you want to use
Comment (Add a double slash - //) to the front of the date formats you do NOT want to use

1-c. Currency Symbol

To change the Currency Symbol displayed, you will need to edit the localization file you are using. On line 13, change the $ to that of the Currency Symbol you want to use. You may need to use the ASCII version:

Changes to:

1-d. Currency Formats

supportResponse supports numerous Currency Formats. You again, will need to edit the localization file you are using. On line 14, change the $currFormat to that of the 3 digit Currency Code you want to use.

Available Currency Formats:

1-e. dataTables Table Tools

The dataTables Table Tools Plug-in will also need to be translated. I have tried to make this as easy as possible, moving all of the text that the plug-in uses to a seperate include file — tableTools.php. You can find this file in the main js folder:

Translate lines 9 through 26 just as you did in the language file. Do NOT modify any other code in this file.

1-f. Email Templates

All Emails are sent using a Template. The templates can be found in the templates/ folder:

If you translate these files, Translate ONLY the text between the ***** START EDIT ***** and ***** END EDIT ***** php tags, and NOT any of the code, styling or variables (the text in the double brackets {{variable}}). All variables in these files need to stay in the same format for the email to display correctly.

If you have any questions about the Email Templates in supportResponse, please do not hesitate to contact me via my Support Center.

2. Styling

While supportResponse already has a modern interface based on Twitter's Bootstrap (version 3.3.4), many of you will want to integrate it into your own design. This is very easy, however, you will need to be able to write HTML/CSS code. For those that aren't versed, here is a quick overview. The easiest way to change the look is by editing the default CSS files named "styles.css" and "custom.css". Both of these files can be found in the css folder.

The bootstrap.css file is the original, unmodified Bootstrap styles, and you should not alter this file. If you want to make any changes to the bootstrap componants, you should add the changes to the custom.css file only.

3. Images

supportResponse uses a few images for the different logos and page background.

The icons used in the Email Templates and the sorting images for all dataTables are located in images/dataTables folder.

4. Icons

Icons are generated from an Icon Font: Font Awesome (version 4.3.0). Check out all of Font Awesome's icons & usage at:

G. Require Envato Purchase Codes Top

Are you an Envato Author? supportResponse can be a great tool to help support your Envato Items.

1. Update the Global Site Settings

To use supportResponse as an Envato Support System you will need to activate the Require Envato Purchase Code in the Global Site Settings:

2. Envato Account Username and API Key

Once the Settings have been updated, you will have a new tab with new options:

Enter in your Envato Account Username and your API key.

If you have "Require Envato Purchase Code" set to Yes, you must enter in a Valid Envato Username and API key or supportResponse will not work properly. You can always set the "Require Envato Purchase Code" to No if you do not want to use this feature.

Once you have your Envato Account information set up, users will be required to provide an Envato Purchase Code when creating a New Support Request. Make sure you have your Envato Items set up properly.

3. Add your Envato Items

Under the "Manage" menu drop-down, select Manage Envato Items:

You can then start adding your Envato Items. Add each one you want to support through supportResponse.

Tip: You can also base your Discussion Forums off of your Envato Items.

If you have any questions about Requiering Purchase Codes in supportResponse, please do not hesitate to contact me via my Support Center (which is running supportResponse).

H. Help & Support Top

Please, if you have any questions, run into any issues or just need some help, do not hesitate to contact me via my Support Center.
I believe in providing the best support possible, and I monitor my Support center just about 24/7.

If you are thinking of giving supportResponse anything less then 5 Stars, please tell me what I can do to make it a 5 Star experience for you.
I love to hear feedback, and welcome any suggestions you may have to make supportResponse better.

I. A Note About FTP Top

If you are having problems with supportResponse after successfully installing and logging in the for the first time you should check your FTP software settings. I have found in many cases that numerous FTP programs are not uploading files correctly.

Check your FTP program to see if it is uploading files in ASCII - which is causing the file code to be uploaded in one long line.
Try changing it to Binary and uploading the files again. Upload everything except the install folder and the config file (or better yet, if you have not started using supportResponse, just wipe the install and the database and reinstall a fresh copy).
I use CuteFTP for my uploads and ran into this problem when all of the sudden everything I was working on just seemed to stop working as expected.