1. Start
  2. Explanation
  3. Installation
  4. Secure Filesharing
  5. Cron Job
  6. Language
  7. Button
  8. Native Apps
  9. Support
  10. Installation Video
  11. Thanks

Cloud Desk 3

Professional HelpDesk self hosted SaaS solution to create your own support business.


Thank you for purchasing our software. If you have any questions that are beyond the scope of this help file or the FAQ on our support site, please feel free to create a Support Ticket via our website. Thanks so much!

Explanation


Cloud Desk 3

Create your own helpdesk hosted service with live support chat, fully automatic with lifetime access to updates via Auto Updater.

Create unlimited servers depending on your clients location, install custom installation with advanced functions like unlimited operators, support tickets, content management system, faq, blog, departments, file uploads, transfer clients to other operator and operator private and public chat.

Fully automatic except private installations for advanced access.

Your helpdesk hosted solution with zero programming knowledge.

Incredibly easy and intuitive.

Minimum Requirements:

Browser compatibility:

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Cloud Desk 3 will run in on all modern devices, including desktops, tablets and smartphones. We also have native iOS and Android Apps and the possiblity to order your personal native desktop apps for windows, mac and linux.

Installation


Installation guide - Cloud Desk 3

First full installation service is included in the purchase price any additional server is extra. It is possible to install the whole software by yourself for that please follow all the steps below very carefully.

Folder structure after download

Files that needs editing:

The two most important files are located in the include folder and called db.php. There you will need to enter the database information, URL's, Password hash key, upload URL and such on.

Admin / Signup Area

First the admin_signup folder. Please create the first database, this database manages the sign up website. Now open the admin_signup/include/db.php file:

// Database connection and setup
define('JAKDB_HOST', 'localhost'); // Database host ## Datenbank Server
define('JAKDB_DBTYPE', 'mysql'); // Database host ## Datenbank Server
define('JAKDB_PORT', 3306); // Enter the database port for your mysql server
define('JAKDB_USER', 'your_db_user'); // Database user ## Datenbank Benutzername
define('JAKDB_PASS', 'your_db_password'); // Database password ## Datenbank Passwort
define('JAKDB_NAME', 'your_db_name'); // Database name ## Datenbank Name
define('JAKDB_PREFIX', ''); // Database prefix use (a-z) and (_)

// Define your site url, for example: www.jakweb.ch (https://www.jakweb.ch/faq/a/98/full-site-domain)
define('FULL_SITE_DOMAIN', 'your_full_site_domain');

// Same key from all your chat installations
define('DB_PASS_HASH', 'something_strong_goes_in_here');

// Set http or https
define('JAK_SITEHTTPS', 0); // Site is running in HTTP 0 = / HTTPS = 1

// URL Rewrite
define('JAK_USE_APACHE', 0); // Use 1 for Apache / Nginx (SEO URL's) or 0 for all others

// Define cookie path and lifetime
define('JAK_COOKIE_PATH', '/');  // Available in the whole domain
define('JAK_COOKIE_TIME', 60*60*24*30); // 30 days by default

// The timezone
define('JAK_TIMEZONESERVER', 'Europe/Zurich');

// Select the language, make sure the language file exists in the admin/lang folder.
define('JAK_LANG', 'en');

// The folder for the administration panel
define('JAK_ADMIN_LOC', 'admin');

### For Hosted Solution ###

// Max clients 0 = Unlimited
define('JAK_MAX_CLIENTS', 0);

Hint: Please read the comments in this file and visit the links provided in this file! It is also important to add the information where it says your_db_user. Do not remove or edit the first part of the definition.

Correct

define('FULL_SITE_DOMAIN', 'www.jakweb.ch');

BAD!!!

define('www.jakweb.ch', 'your_full_site_domain');

Chat Server

Second the server folder. That is the chat server for single operator sign up

First go to your control panel of your webserver and create the second database, then please open following file in your favourite text editor: server/include/db.php:

// Database connection and setup
define('JAKDB_HOST', 'localhost'); // Database host ## Datenbank Server
define('JAKDB_DBTYPE', 'mysql'); // Database host ## Datenbank Server
define('JAKDB_PORT', 3306); // Enter the database port for your mysql server
define('JAKDB_USER', 'your_db_user'); // Database user ## Datenbank Benutzername
define('JAKDB_PASS', 'your_db_password'); // Database password ## Datenbank Passwort
define('JAKDB_NAME', 'your_db_name'); // Database name ## Datenbank Name
define('JAKDB_PREFIX', 'cd3_'); // Database prefix use (a-z) and (_)

// Database connection for the main site where user control is active
define('JAKDB_MAIN_HOST', 'localhost'); // Database host ## Datenbank Server
define('JAKDB_MAIN_DBTYPE', 'mysql'); // Database host ## Datenbank Server
define('JAKDB_MAIN_PORT', 3306); // Enter the database port for your mysql server
define('JAKDB_MAIN_USER', 'your_db_user'); // Database user ## Datenbank Benutzername
define('JAKDB_MAIN_PASS', 'your_db_password'); // Database password ## Datenbank Passwort
define('JAKDB_MAIN_NAME', 'your_db_name'); // Database name ## Datenbank Name
define('JAKDB_MAIN_PREFIX', ''); // Database prefix use (a-z) and (_)

// Location ID as defined in your MAIN Database
define('JAK_MAIN_LOC', 1);

// Define a unique key for your site, don't change after, or people can't login anymore. (https://www.jakweb.ch/faq/a/99/database-and-password-hash)
define('DB_PASS_HASH', 'something_strong_goes_in_here');

// Define your site url, more information: (https://www.jakweb.ch/faq/a/98/full-site-domain)
define('FULL_SITE_DOMAIN', 'your_full_site_domain');

// Define your subfolder if installed not in the root, more information: (https://www.jakweb.ch/faq/a/215/site-subfolder)
define('SITE_SUBFOLDER', '');

// Define your sign up url, for example: https://www.jakweb.ch
define('SIGN_UP_URL', 'your_sign_up_url');

// URL Rewrite
define('JAK_USE_APACHE', 0); // Use 1 for Apache / Nginx (SEO URL's) or 0 for all others

// Set http or https
define('JAK_SITEHTTPS', 0); // Site is running in HTTP 0 = / HTTPS = 1

// File Upload directory, absolute path. Read more about here: (https://www.jakweb.ch/faq/a/189/file-upload-for-cloud-chat-3)
define('CLIENT_UPLOAD_DIR', '');

// File encryption key/iv
define('JAK_FILE_SECRET_KEY', 'file_secret_key');
define('JAK_FILE_SECRET_IV', 'file_secret_iv');

// Operator panel
define('JAK_OPERATOR_LOC', 'operator'); // The operator folder, due not change except you have changed the operator folder name as well

// Define cookie path and lifetime
define('JAK_COOKIE_PATH', '/');  // Available in the whole domain
define('JAK_COOKIE_TIME', 60*60*24*30); // 30 days by default

// Choose a cache directory to reduce page and server load
define('JAK_CACHE_DIRECTORY', 'cache');

// Choose the userfiles directory, rename if you like different location
define('JAK_FILES_DIRECTORY', 'files');

// Operator Time
define('OPERATOR_CHAT_EXPIRE', '7200'); // If we have no activity from the operator it will expire after x seconds

// File and Image Editor Path (for absolute use '' for relative use 'http://www.yourdomain.com/installation_path' or '/subfolder
define('JAK_EDITOR_PATH_BASE', '');
define('JAK_EDITOR_PATH', '/files/editor/');
define('JAK_EDITOR_PATH_THUMBS', '/files/thumbs/');

// Important Stuff
define('JAK_SUPERADMIN', '1'); // Undeletable and SuperADMIN User, more user seperate with comma. e.g. 1,4,5,6 (userid)

Hint: Please read the comments in this file and visit the links provided in this file! It is also important to add the information where it says your_db_user. Do not remove or edit the first part of the definition.

Correct

define('FULL_SITE_DOMAIN', 'www.jakweb.ch');

BAD!!!

define('www.jakweb.ch', 'your_full_site_domain');

Important to use the same DB_PASS_HASH as you have used in the first installation. It is also important to add the correct database information into this file. The first database information will be the database to your live chat server, the second database information are the one from your first installation.

Install the database for the live chat server

and finishing

Help for FTP, MySQL and PHP.

Files that can be changed:

File sharing


Enable secure file sharing

In Cloud Desk 3 - Version 1.0 we have build in secure file sharing and you should use it! In your include/db.php file you can define the path to the folder where all files from the clients will be stored. This folder should be outside of the web root or on a different server.

define('CLIENT_UPLOAD_DIR', 'your_upload_folder');

You should also define any unique key for following entries to encrypt any communication between the front end and file system.

define('JAK_FILE_SECRET_KEY', 'file_secret_key');
define('JAK_FILE_SECRET_IV', 'file_secret_iv');

For more information check our FAQ article about secure uploading.

Cron Job

Run a cron job to following PHP file every 5 to 10 minutes. This file will send welcome emails to new registered clients and payment reminders one week before access expires.

admin_signup/process/cron.php

For all helpdesk support installations there is also a cron job, it will update the client, remove clients marked as deleted plus all the data from this client, remove chat, contact and online user history older then certain days (by standard 30 days, can be changed in the include/cron.php file on line 152), it will also optimise all sql tables. For each single operator location you install you will need to setup the cron job in your control panel running once a day.

server/cron/cron.php

All other cron job files are also in the folder cron and should be kept there otherwise you will need to modify the path inside the files.

Features like automatic reminders and automatic closing tickets you will need to run following cron job:

server/cron/tickets.php

You should run this at least once day but not more than once an hour.

In case you have Email to Ticket set (also called PHP IMAP), you will need to run another cron job:

server/cron/phpimap.php

You should run this at least once an hour or every 15 minutes. Running it more frequently will maybe result in having your email account not responding due the limitation set on the server.

More help about how to setup cron jobs can usually be found in your control panel help or here Cron Jobs.

Language


Language - General

Cloud Desk 3 is available in more then 15 languages, the administration panel is available in English right now. If you language is not available, feel free to translate all the necessary files. It would be nice if you could send me your translation, so I can integrate it within the next release.

If you translated Cloud Desk 3 into your native language would be nice to send it to us, so we can check an implement your translation in the next release. You can find our contact details on the support website.

Upload your own Button and SlideUp image

I'm sure you like your own button, we made it very simple for you!

Create two buttons in Photoshop or any other similar program. Save one button as yourname_on.png and the other as yourname_off.png. Upload the button via operator panel. Buttons / SlideUp images can also be deleted via operator panel.

More help can be found in our FAQ area: Upload Buttons.

Button


How to place the button.

Placing a button on your website is fairly easy. Cloud Desk 3 supports any kind of website and format of your website as long it supports HTML (which all do) :).

You as a super operator can upload general buttons (graphics) for everyone available. Each client can also uplaod button graphics to suit his website and corporate identity.

Please check following FAQ article how to setup and place a button on your website: Live Chat 3 - Buttons

Native App for IOS and Android


Android

Download the native Android App in the Google Play Store.

IOS

Download the native iOS app in the App Store.

Push Notifications

Get your Tokens from our Push Server. Read more about our push server in the frequently asked questions database.

Support


Support

With purchasing Cloud Desk 3 you will get first class support! We have build a great FAQ for any general questions and there is also a support ticket system available if you can't find a answer for your problem.

The same account you have entered when purchased will also grant you access to support.

The Installation Video


How to install Cloud Desk 3 explained in a video.

Thanks


Thank you

I want to say thank you for purchasing Cloud Desk 3 - Live Support and I hope you enjoy the product like I do!