Kayako logo
SupportSuite, eSupport and LiveResponse Discussion, troubleshooting and feedback related to Kayako's flagship support desk products SupportSuite, eSupport and LiveResponse.

Kayako develops robust helpdesk software, live chat and real-time visitor monitoring software.
Kayako is trusted by more than 30,000 organizations, including a number of Fortune 500 companies and government institutions.
Reply
 
LinkBack Thread Tools Search this Thread Display Modes
  (#1) Old
jnet Offline
Member
 
Posts: 612
Join Date: Mar 2008
chat icon status and cache problem - 26-05-2008, 05:29 AM

My visitors keeps seeing me online when I am offline

this is cache problem. any Idea How can I stop it

thanks
   
Reply With Quote
  (#2) Old
craigbrass Offline
Senior Member
 
Posts: 6,755
Join Date: Jun 2005
Location: Cumbria, UK
26-05-2008, 08:49 AM

Control + F5 forces refresh of the status.


Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member)

My Addons: BlackBerry Ticket Client for Kayako - Windows Mobile Live Support Client for Kayako
   
Reply With Quote
  (#3) Old
jnet Offline
Member
 
Posts: 612
Join Date: Mar 2008
26-05-2008, 10:14 AM

Yes I know but visitors do not know they have to do that
and the image they see is mostly wrong.

ok this is a problem that I can solve

thanks
   
Reply With Quote
  (#4) Old
craigbrass Offline
Senior Member
 
Posts: 6,755
Join Date: Jun 2005
Location: Cumbria, UK
26-05-2008, 10:40 AM

I have mentioned in the past it is rather annoying that this wasn't classed as a bug but please let me know how you solve it (as you said above you think you can).


Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member)

My Addons: BlackBerry Ticket Client for Kayako - Windows Mobile Live Support Client for Kayako
   
Reply With Quote
  (#5) Old
jnet Offline
Member
 
Posts: 612
Join Date: Mar 2008
26-05-2008, 11:39 AM

I did not solve it and I know kayako will take 100 years to solve it so I just put a javascript reload in another page. the support section has the problem

did not and can not and will not be able to sove it. The more I use kayako
the more I sit down and wonder why is this software is still popular
   
Reply With Quote
  (#6) Old
Jamie Edwards Offline
Operations Manager
 
Jamie Edwards's Avatar
 
Posts: 6,270
Join Date: Jan 2006
Location: England, UK
26-05-2008, 01:35 PM

Hi jnet,

Under Settings->Live Support in the administrator control panel, disable the setting Cache HTML JavaScript Code - this should solve the issue you describe.

Caching of the JavaScript is a server load optimisation. However, if your visitor number is not high, you should not notice any difference by disabling this feature.

If left enabled, the JavaScript will be cached for 1 hour, according to SupportSuite's headerCache() function:

PHP Code:
/**
* Sends a Cache Header, Caches for next 1 hour
* http://www.w3.org/Protocols/rfc2616/rfc2616-sec13.html
*/
function  headerCache()
{
 
header("Expires: ".gmdate("D, d M Y H:i:s"time()  + (3600 24))." GMT");
 
header("Cache-Control: max-age=3600,  must-revalidate");  // must-revalidate is required because we want browser to  strictly follow our rules

Note that if a cached icon is incorrect (i.e. shows Offline when staff are actually Online), clicking on the icon will take you to the correct area: if staff are actually online, you will still be put into a chat queue. Likewise if staff are offline, this visitor will be told this and asked to leave a message.


Jamie Edwards (jamie.edwards ]at[ kayako.com)
----------------------------------------------------------------
---

Last edited by Jamie Edwards; 26-05-2008 at 01:38 PM.
   
Reply With Quote
  (#7) Old
jnet Offline
Member
 
Posts: 612
Join Date: Mar 2008
26-05-2008, 02:18 PM

Thanks

But it makes my support area slow to load !
I just want the chat Icon to show correctly!

users have to know if I am online or offline before clicking!

Forgive me I do not want to be rude but who is going to click on an Icon which says I am offline to check to see I am actually online

I want my support to be cached and fast , nothing changes much in the kb
it is the chat Icon which changes all the time

Last edited by jnet; 26-05-2008 at 02:20 PM.
   
Reply With Quote
  (#8) Old
Jamie Edwards Offline
Operations Manager
 
Jamie Edwards's Avatar
 
Posts: 6,270
Join Date: Jan 2006
Location: England, UK
26-05-2008, 02:31 PM

Hi jnet,

If you want caching, then you will have to accept to problems that caching will present - i.e. for a short time, data may be inconsistent.


Jamie Edwards (jamie.edwards ]at[ kayako.com)
----------------------------------------------------------------
---
   
Reply With Quote
  (#9) Old
craigbrass Offline
Senior Member
 
Posts: 6,755
Join Date: Jun 2005
Location: Cumbria, UK
26-05-2008, 03:06 PM

I can think of a few ways how this could be easily sorted. Just cache the live chat status for 5 minutes in the database and then all the chat image is doing is checking to see if the value is current (less than 5 minutes since generation) and showing the status.


Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member)

My Addons: BlackBerry Ticket Client for Kayako - Windows Mobile Live Support Client for Kayako
   
Reply With Quote
  (#10) Old
Jamie Edwards Offline
Operations Manager
 
Jamie Edwards's Avatar
 
Posts: 6,270
Join Date: Jan 2006
Location: England, UK
26-05-2008, 03:18 PM

How does this solve the JavaScript caching issue? With your suggested method, a database query would need to be executed on every page load, and 20KB of JavaScript downloaded again on each page load.


Jamie Edwards (jamie.edwards ]at[ kayako.com)
----------------------------------------------------------------
---
   
Reply With Quote
  (#11) Old
jnet Offline
Member
 
Posts: 612
Join Date: Mar 2008
26-05-2008, 03:48 PM

Guys just please find a solution. 99% of my KB remains the same
nothing specially changes it is only the chat icon
   
Reply With Quote
  (#12) Old
craigbrass Offline
Senior Member
 
Posts: 6,755
Join Date: Jun 2005
Location: Cumbria, UK
26-05-2008, 04:57 PM

Easiest way would be to simply have a php file that you would add to the src of an image. This would do the database checking.


Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member)

My Addons: BlackBerry Ticket Client for Kayako - Windows Mobile Live Support Client for Kayako
   
Reply With Quote
  (#13) Old
jnet Offline
Member
 
Posts: 612
Join Date: Mar 2008
26-05-2008, 05:04 PM

God bless you what is the code?
   
Reply With Quote
  (#14) Old
Jamie Edwards Offline
Operations Manager
 
Jamie Edwards's Avatar
 
Posts: 6,270
Join Date: Jan 2006
Location: England, UK
26-05-2008, 05:13 PM

Craig,

That is not a solution to the problem, and negates exactly what caching hopes to solve.

If you are OK with having the database queried on each page load, then the option is there to disable. If you are not supporting a large number of concurrent users, you shouldn't notice a performance impact.


Jamie Edwards (jamie.edwards ]at[ kayako.com)
----------------------------------------------------------------
---
   
Reply With Quote
  (#15) Old
Chris Boulton Offline
Member
 
Posts: 156
Join Date: Jun 2003
Location: Sydney, Australia
29-05-2008, 12:50 PM

Shouldn't it work something similar to this?

1. Support rep logs in to the application -> Operator is now online.

2. SupportSuite/LiveResponse writes this to a file on the server. (A cache file with the number of support reps online & the status, etc)

3. Visitor Javascript checks this cache to determine what image to show.

4. Support rep logs off -> No operators online.

5. Cache file is rebuilt.

6. Visitor Javascript checks this cache to determine what image to show. (once again)

-

By the way - assuming the query is structured correctly, it shouldn't be an issue to do a query on every page these days - but just cache it as I've described above.
   
Reply With Quote
Reply

Tags
cache, chat, icon, status

Thread Tools Search this Thread
Search this Thread:

Advanced Search
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are On
Pingbacks are On
Refbacks are On


Similar Threads
Thread Thread Starter Forum Replies Last Post
LiveResponse disconnects continuously. rohmelec SupportSuite, eSupport and LiveResponse 21 26-09-2007 08:14 AM
LiveSupport WCA Online, LS Icon Online but Chat request = offline! gremlin LiveResponse Desktop Application 3 21-03-2007 09:31 AM



Powered by vBulletin® Version 3.8.3
Copyright ©2000 - 2009, Jelsoft Enterprises Ltd.
Search Engine Optimization by vBSEO 3.3.0


1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71