Version 4?

[dance]

Hi,

Is there any ETA on version 4? Is it like weeks, months or years?

Thanks

[bear]

No ETA yet. When it is ready there will be an announcement.

[dance]

I appreciate that however as a business we need to plan our strategy. We need the improved reporting systems so we need to decide if to hold off for v4 or use another system. However going to the board and "saying we will let you know when it happens" won't wash...

[Jamie Edwards]

Hi dance,

I am afraid we aren't prepared to discuss any release estimates for the time being. There is nothing more I can give to help you.

[jnet]

waiting for version 4. It is only that Itme I can say I have a real support system

[astonproject]

Originally Posted by jnet

waiting for version 4. It is only that Itme I can say I have a real support system

I think that's a bit harsh! I have used several other helpdesk systems and none have come close to Kayako (v3). I have been completely blown away by the number of features in SupportSuite and their quality. OK sure, there are some features missing, and I intend to actively participate to this forum to make constructive contributions and suggestions. Indeed Kayako needs to go a few steps further to reach ITSM/ISO20000 compliance. But hey, let's salute the work that has been achieved so far. I think it's tremendous. And my helpdesk staff think the world of it.

[John Haugeland]

Aston: thanks for the kind words.

[bubble]

Originally Posted by John Haugeland

Aston: thanks for the kind words.

personally i'd rather kayako can improve the current system instead of writing a new version .

i also think that reporting system of the current version needs improvement, we can add as feature request.

[craigbrass]

personally i'd rather kayako can improve the current system instead of writing a new version.

Strongly disagree with that. If they focus on V4, it means we get much more features all in the one upgrade.

[Jamie Edwards]

Originally Posted by bubble

personally i'd rather kayako can improve the current system instead of writing a new version

We are doing both

i also think that reporting system of the current version needs improvement, we can add as feature request.

We are introducing a completely new reporting system in Version 4 - one which will allow you to define custom reports. If your request is similar to this one, I am afraid we won't be able to include it in V3.

[bubble]

Originally Posted by craigbrass

Strongly disagree with that. If they focus on V4, it means we get much more features all in the one upgrade.

frankly i said that because i was aware of potential big changes from version 2 -> 3 three (especially at that time the upgrade can't keep attachments...that was a bit nightmare to me)..

but if you ask me, i do have my hope for a version 4. version 3 is good but never ideal for me..just my comments. i think esupport change needed shouldn't be only in a "feature level" . It needs to be a product directional change i.e. change to fit the needs more target customers. More precisely, i think kayako should go to a more "enterprise" level, which i think should include the following.

1. workflows. should have a better workflow system so as to handle request in a predefined way. now many system start to have it.
2. API
3. integration with other customer system. although the product already has login share, and identify by email address, the problem is that one email might be related to multiple customer ID, and one customers might have request from multiple email address. Each ticket should relate to a customer id , where the customer id is defined in the enterprise own customer system. API should do this.

4. the product should be scalable. now the product might suit 10 user. but what if there are 30 staff in "customer service department" ? the interface is not very user friendly with a lot of staff. and i found it so strange that the system is using "name" to identify a person allover, while i think only user name is unique.

5. reports

6. audit functions, compliance... (this is what my client told me when i introduce him to use it.)

[craigbrass]

Being honest here, if the API is available (PLEASE do a customer side integration one similar to mine released as well as a one for staff functions) in V4, it is what will make it the best on the market. Everyone will be able to use Kayako just as a "core" for their help desk and integrate it into their own systems.

[GoneShootin]

Jamie, can you tell us if the Client Center of Kayako will be far removed [in the backend] in V4 to the current version? I ask because of this:

KashFlow API via Kayako Client Center - Kayako Community Forums

[Jamie Edwards]

Hi GoneShootin,

Although the interface will be familiar to anyone who has already used our software, the whole thing is going to be rewritten and feature a range of enhancements.

[GoneShootin]

Originally Posted by Jamie Edwards

Hi GoneShootin,

Although the interface will be familiar to anyone who has already used our software, the whole thing is going to be rewritten and feature a range of enhancements.

So for someone looking to deliver a key component to their online service offerings and was hoping to use Kayako as the foundation, it may be better to take a different route until at least V4 arrives?