Incremental SupportTrio upgrades including minor improvements, bug fixes, and enhancements are released periodically, and it is important to keep your software up-to-date in order to realize its full benefit. You can check to see whether any updates have been released since your last upgrade from within the software by going to Settings->Check for Updates.
Major upgrades to SupportTrio can generally be expected two or three times a year, and will include larger enhancements, including new features that have been requested by our clients. To submit a feature request for review by our devlopment teams, visit our development tracker.
The best way to stay informed about product updates is to be subscribed to our newsletter. You can subscribe to the newsletter from the left sidebar of any page on ActiveCampaign.com. When new updates are released, simply log into the support center and follow the Downloads link. The latest version of SupportTrio will be available to you in the downloads menu that you find there.
Once you've obtained the latest copy of the software, unzip the distribution package and upload the files to your web server via FTP. It is very important that your FTP client be set to upload in binary mode only, meaning that your FTP client cannot be set to automatically detect the appropriate upload type. The reason for this is that the files are encoded (for Zend or Ioncube), and are therefore binary even though their file extension (.php) would seem to indicate that they are plain text. Failing to set your FTP client to upload in binary mode will result in file corruption during the uploading process, and your software will not work correctly. If you suspect that you may be the victim of file corruption, simply reuploading the files in binary mode should correct the problem.
It is strongly advised that you create a backup copy of both your files and database before running an updater process! Also, if you have modified your templates, it is advised that you compare and test them in new version, and change them if necessary.
To Upgrade:
1) Upload all files from the zip file to your main supportTrio folder. UPLOAD FILES IN BINARY MODE ONLY
2a) If you are running a version previous to 2.50, then: CHMOD (change permissions) the following file: /tt/admin/default.authentication_db.inc.php CHMOD 777
3) Run the web based updater at: /tt/admin/updater.php
4) Your basic software is now setup.
You now have the option to setup cronjobs, if you have not already done so: /tt/admin/cron/cron_pop.php Run every 5 minutes This cronjob checks for email from your specified pop accounts /tt/admin/cron/cron_utility.php Run every 24 hrs This cronjob autocloses old tickets. /tt/admin/cron/cron_ports.php Run every 30-60 minutes Checks your servers for the Network Status feature.
5) You are now setup and can procede to settting up your departments and using SupportTrio Please note that in version 2.5 department access privileges for admin users have been changed. To check/modify user privileges, go to "Admin Users" page located at: /tt/admin/main.php?action=admins
6) To customize the public and admin interfaces, simply modify the smarty template files located at: /tt/templates = public section templates and KB CSS file /tt/media = public section images /tt/admin/templates = admin section templates /tt/admin/media/ = admin section images and SupportTrio CSS file To see what variables you can use in Smarty engine, simply put {debug} anywhere in a template
7) To change a language for public and admin interface, simply modify the language file located at: /tt/lang/lang.english.txt = default language file If you wish to add another language, simply copy that file as lang.YOURLANGUAGE.txt and put a translations right of the equal sign! If you wish to change some string in english, modify a file lang.english.txt and put your new string in quotes right of the equal sign!
