Version 3 Information

[Varun Shoor]

Hi,
People have been getting impatient regarding version 3 and some have been passing it as vaporware. We have since decided to establish a seperate forum for v3 and post screenshots of a new feature every day for people to discuss their ideas on. But before we do that, I would like to clear some doubts that many people will have:

The Core - SWIFT Framework


SWIFT is what makes v3, it is a framework that we designed from ground up to follow one single goal i.e. Completely Modular structure allowing us to integrate one product with each other. It follows the MVC framework but a bit loosely. The Modules that come with v3 include:

• Tickets
• Live Support
• Knowledgebase
• Downloads
• Troubleshooter
• News
• Calendar

With the ones planned including but not limited to:

• Asset Management
• Project Management
• Bug Tracking

SWIFT is what will allow you, our clients to extend our products to unlimited possibilities, it revolves around different interfaces with the ones currently available include:

• admin - The Admin CP, This is where you control basic aspects of the system like Departments, Users or various Settings
• staff - The Staff CP, This allows you to manage the Knowledgebase, Tickets, Live Support etc
• api - The API Interface allows you to integrate and communicate with the modules using XML-RPC
• cache - The Cache Storage mechanism for the Smarty templates and Javascript cache stores
• archive - The Archive Interface for Search Engine friendly data
• cli - The Command Line Interface handles Piping and Remote Debugging
• cron - The Cron Interface allows SWIFT to schedule certain events like POP3 fetching or cleaning up of database
• files - The files interface stores all files like attachments, downloads, kb files etc
• locale - The locale interface allows TRUE localization of the Admin and Staff frontends
• monitor - The Monitor interface allows you to answer Live Chats using any web browser
• pda - The PDA Interface allows you to handle various modules using a Lite HTML Interface suitable for Personal Digital Assistants
• rss - The RSS Interface handles Remote Synchronization of News Feeds
• setup - The Setup Interface is used to setup, upgrade or modify SWIFT
• syncml - The SyncML Interface allows remote synchronization of Users, Contacts with all latest Cell Phones
• themes - The Themes Interface allows you to skin the Admin and Staff frontends
• visitor - The Visitor interface is used for monitoring Users and Live Chats
• wap - WAP Interface is used to answer tickets using Cell Phones that cannot parse HTML
• winapp - The Winapp interface is what the LiveResponse winapp communicates with

As you can see SWIFT is HUGE, We spent full 2 months just laying down the guidelines for this and what we have made in that time has surpassed all our expectations and goals.

This is what will make us grow and implement your feedback faster.

Products


SupportWorks

Will be eSupport and LiveResponse combined into one single powerful product, this will be a true integration.



eSupport

Powerfull ticketing application that just got better with SLA's, Escalations, Powerful Ticket Rules that are not limited to Email Parser, Custom Ticket Status and Priorities. We have implemented EVERY feedback you threw at us.



LiveResponse

This one dwarfs all other Live Support application in functionality, features and looks. Its a complete Win32 Application and has features like VoIP, ViewShare, GeoIP Location, Conferencing.. Things our competitors couldnt have even dreamed of



HelpServe

A Knowledgebase Application which utilizes our new flexible Knowledgebase module



InstaAlert
The alerting application just got better.

SyncWorks - A MS Outlook Addin that allows you to synchronize your Contacts, Tasks and Appointments On the Go

This project is huge and we need the support of our clients in terms of active feedback and testing to make it one of the best ones in the market.

You have no doubt a lot of questions and queries, feel free to post them in the v3 forum.

Regards,

Varun Shoor