Knowledge Management questions

[Bogee]

Hello,

I like some of the features of this product.

I could not find answers to some of my questions..

1. I see you can attach a KB article to to a case and email it to a client. Is there any reporting that can show me the number of cases a KB article is attached to?

2. On the same idea, Is there a report I can create or use that will show the number of KB articles created by a Support person? Or how many they have attached to a case?

i have used KCS in previous positions and believe in self service. KB are the way to encouraging customer to use your portal. I would like to know more how Kayako manages their KB and reporting that may be available.

Thanks

[supportskins]

Reporting in v3 is weak. However Kayako is aware of this issue and have worked hard to enhance it in v4 where they have revamped Reporting completely.

[Bogee]

Good to here, but the big question is when is v4 coming out? From most of the threads I have been reading.. there is no ETA. I do not see buying a product that intends to have better reporting. I am not sure what that means until I see it for my self. I think this is the only thhing holding me back right now.

Thanks.

[supportskins]

I understand your point however Kayako is quite firm on not providing any ETA till they are absolutely sure. IMO it makes sense not to provide an ETA till you are absolutely sure.