FAQ
Does it work with Multi-Vendor?
Section titled “Does it work with Multi-Vendor?”Yes. On Multi-Vendor customers can also contact the vendor of their order, and vendors answer in their panel. You can turn this off in the settings.
Which CS-Cart versions are supported?
Section titled “Which CS-Cart versions are supported?”CS-Cart and Multi-Vendor 4.17.2 to 4.21.x, on PHP up to 8.3.
Do I need an external help desk account?
Section titled “Do I need an external help desk account?”No. Everything runs in your store and database; there are no monthly fees. The only remote call is the daily license check from the admin panel (see License).
Will it slow down my store?
Section titled “Will it slow down my store?”No. The add-on only runs on its own pages and adds one link to the account menu. The auto-close job runs at most once an hour.
Customers do not receive e-mails. What should I check?
Section titled “Customers do not receive e-mails. What should I check?”Check that the notifications are on in Administration → Notifications (group “Support tickets”) and that your store can send e-mail (Settings → E-mails). Note that addresses at example.com are never e-mailed by CS-Cart.
Is it safe for customers to share passwords?
Section titled “Is it safe for customers to share passwords?”Use the separate access details field, never the message. The text is encrypted with your store key, only staff with the “Manage support tickets” privilege can reveal it, every view is logged, and by default it is deleted when the ticket is resolved.
Where are attachments stored?
Section titled “Where are attachments stored?”In var/custom_files/kv_support_tickets/, which is not reachable from the web. Files are only downloaded through the add-on after checking that the visitor may see the ticket.
The ticket pages open the contact page and the admin panel shows a license notice.
Section titled “The ticket pages open the contact page and the admin panel shows a license notice.”Open Add-ons → Manage add-ons → Help Desk & Support Tickets → Settings → License. The status line says what is wrong: no key, a key for another add-on, a revoked license, or a domain that the license does not cover. Fix it and click Check now. Your tickets are kept, and staff can keep answering them in the admin panel meanwhile. See License.
Does the add-on work on my staging copy?
Section titled “Does the add-on work on my staging copy?”Yes. Subdomains of your licensed domain (for example staging.example.com) and local development hosts (localhost, private IP addresses, *.local, *.test) are covered by the same license.
What happens if your license server is down?
Section titled “What happens if your license server is down?”Nothing visible: the add-on keeps the last verified result and keeps working for 14 days while it retries. The admin panel shows a notice from the first failed check.
Does the license check slow down my storefront?
Section titled “Does the license check slow down my storefront?”No. The check runs in the admin panel or from cron, once a day. The storefront only reads the stored result.
How do I get updates?
Section titled “How do I get updates?”Install the new package over the old one. See Installation.
How do I get support?
Section titled “How do I get support?”Contact us through https://cs-cart.kaviolabs.com.
Still stuck?
Section titled “Still stuck?”Work through the troubleshooting guide, then contact support with your CS-Cart version, edition, PHP version and the add-on version (1.1.1).