does Live Support require the LiveResponse winapp?

[D0ubleStakked]

Hi,
I am evaluating SupportSuite, and I'm very impressed after a few days.

One wish - LDAP authentication to admins & staff is much more important to me than LDAP authentication for clients/users. I've read that its coming in V4. Can you please make sure that happens, even if nothing else gets implemented...

So on to my question.

To use the chat feature, does my staff have to use the LiveResponse winapp?
Or can my staff use the Chat feature in the Staff CP ?

If they have to use the LiveResponse winapp, is this functionality being moved into the Staff CP in V4 or is at least on the roadmap for future versions?

thanks,
-Brian

[Jamie Edwards]

Hi Brian,

Welcome to the forums

One wish - LDAP authentication to admins & staff is much more important to me than LDAP authentication for clients/users. I've read that its coming in V4. Can you please make sure that happens, even if nothing else gets implemented...

Absolutely; staff accounts will be backed by the LoginShare system; you will be able to use any LoginShare plugin in order to authenticate staff users as you would regular users, using the current system.

To use the chat feature, does my staff have to use the LiveResponse winapp?
Or can my staff use the Chat feature in the Staff CP ?

Unfortunately not. Using the desktop application is a requirement. For Version 4, we are researching a platform independent version of the application. Currently, this may either be web based (in the staff control panel) or an application built on top of a third-party, multi-platform distribution such as Adobe Flex / Air.

[D0ubleStakked]

Thanks for the quick response Jamie.

would be nice to have those chat features in a browser instead of a winapp, but that's not a showstopper for us, especially since the LiveResponse winapp is not licensed separately.

Do you have a public feature roadmap for SupportSuite, or can you share when you expect V4 to be released? (not expecting promises, just want to get an idea for my infrastructure planning)

Thanks again,
-Brian

[Jamie Edwards]

Hi Brian;

Do you have a public feature roadmap for SupportSuite

You can see roadmaps for the current version(s) here: - note that they change almost daily. You can track a 'grander plan' of feature requests here in the forums - these are feature requests from our current users. The features that may feature in versions that we do have up our sleeves are kept up there until closer to release time, I am afraid,

or can you share when you expect V4 to be released? (not expecting promises, just want to get an idea for my infrastructure planning)

Unfortunately the closest estimate that I can give is that it won't be coming within the next 6 months. Other than this, there are no other public details available.

[D0ubleStakked]

thanks Jamie.
I appreciate the details you could share, and I understand all about keeping details closer 'til release time.

solid product.
I expect I'll be buying next week.

-Brian

[Jamie Edwards]

Great to hear If you have any further questions, feel free to post back.