How importat is for you the Kayako integration with ModernBill-V5 ?

[elaconethosting]

Ok there seems to be a split between the two companies...

all i can say is that i personally like to use the esupport system and like the modernbill system... (this message oes for both companies) find a way to work together or lose customers over it!

And i hate to say it (for kayako staff) but it will be you (kayako) who i would say will loose customers as when it comes to billing (the most importnat matter) modernbill are top class (at least i believe so) but a support desk can be replaced with others...

please find a way to work together so we can continue to combine two fantastic systems to work together...

[twhiting9275]

Ok there seems to be a split between the two companies...

Actually, this is the same old, same old from Kayako. Promise product, deliver product months AFTER the initial promised date.

I'm not saying that MB is great here, but, in this case, the API has been provided to do the work that was needed to be done. Documentation may, in fact, be lacking, but it's never been that hard (from what I've seen) to get support from modernbill, and if Varun does, in fact have a direct line,well, then it's even easier. You simply have to USE it.

Of course, the delay doesn't surprise me. Like I said, this is typical for Kayako systems. Promise something, then fail to deliver it in a timely fashion. Over and over and over again, it's happened.

[Varun Shoor]

I am quite surprised to see such posts. Are you people even aware of what MBAPI is and how the integration is supposed to work?

MBAPI basically is a fetching and update mechanism, our integration *replaces* the helpdesk inside ModernBill using file includes. How do you expect us to carry that out when there is absolutely no such function in MBAPI to do this?

Please do not expect us to complete the integration when we have absolutely no way to do it. Michael recommended that we alter the helpdesk files directly but said due to some id based linkages the integration will break on *every upgrade* MB releases.

We did not promise anything here and we never will. Our stand is that we will complete the integration when we have support for it in ModernBill. Saying to us that we will loose clients is amazing because I doubt you will find any other helpdesk that integrates with MB using their current structure.

Regards,

Varun Shoor

[Siren]

Originally Posted by Varun Shoor

I am quite surprised to see such posts. Are you people even aware of what MBAPI is and how the integration is supposed to work?

MBAPI basically is a fetching and update mechanism, our integration *replaces* the helpdesk inside ModernBill using file includes. How do you expect us to carry that out when there is absolutely no such function in MBAPI to do this?

Please do not expect us to complete the integration when we have absolutely no way to do it. Michael recommended that we alter the helpdesk files directly but said due to some id based linkages the integration will break on *every upgrade* MB releases.

We did not promise anything here and we never will. Our stand is that we will complete the integration when we have support for it in ModernBill. Saying to us that we will loose clients is amazing because I doubt you will find any other helpdesk that integrates with MB using their current structure.

Regards,

Varun Shoor

Varun have you looked at MB5? Have you installed it and looked at the client interface and the files associated?

Have you looked specifically at the "FAQS" file in the client directory?

Turn off the internal helpdesk then take a look at that file. That file is what controls the "Support" link inside the MB Client Side with the support desk "off". I'm sure if you looked at that file you could probable figure it out..... Considering if you remove that file and click "Support" nothing comes up.

To add I've been looking through the structuring of the new MB. Yes, it isn't going to be as simple as "drop and replace" to integrate Kayako but it wouldn't be that hard either.

Larry Stevens

[Xeserve]

hey hey hey, everybody stop pointing fingers at Kayako. Modernbill has some blame.

Do you see any other plugins or integrations out yet for modernbill v5?

Does SupportTrio integrate into MB5?
no

Does Cerberus integrate into MB5?
no

Does iDev Affiliate integrate into MB5?
no

Point taken.

[mblendinger]

Do you see any other plugins or integrations out yet for modernbill v5?

of course, Auracle Support Engine (http://auraclesupport.com/) have done the integration with MB

http://www.moderngigabyte.com/modern...1&postcount=23

They have done the integration in a couple of days

[twhiting9275]

Do you see any other plugins or integrations out yet for modernbill v5?

Does it matter? No, it does not
The manual has been out for months now
The kayako team KNOWS how to contact MB, and have not done so.
Proper code dictates that you start on something like this when the project is in the BETA or RC stages of life, not 3 months after it's already come out.

There's only one person that CAN be blamed here, and that is kayako. They had the opportunity to connect with MB , fix the problems, ****, they still DO. However, MB isn't going to hold Varun's hand, and shouldn't have to. He and his code staff should be competent enough to get the thing working with the manual that's been out there for months.

[mblendinger]

Originally Posted by twhiting9275

Does it matter? No, it does not
The manual has been out for months now
The kayako team KNOWS how to contact MB, and have not done so.
Proper code dictates that you start on something like this when the project is in the BETA or RC stages of life, not 3 months after it's already come out.

There's only one person that CAN be blamed here, and that is kayako. They had the opportunity to connect with MB , fix the problems, ****, they still DO. However, MB isn't going to hold Varun's hand, and shouldn't have to. He and his code staff should be competent enough to get the thing working with the manual that's been out there for months.

Well, we must assume than this is not so true, MB have provided docs for support integration just the last week. I think there is not a reason to still blaming kayako or mb, As I think, is jus a time question now

[twhiting9275]

MB have provided docs for support integration just the last week.

Wrong
API integration has been out for months now, as has the documentation.
I personally picked the documentation up months ago. While they warned that things COULD change, it's not like that is critical, and that at least could have given a place to start.

The problem here is Varun's reluctance to actually do anything.
First, we're told "when mb5 goes stable"
Then, we're told "when I get documentation"
Then, we're told "when it goes to 5.1"

What next?

The fact of the matter is that a competent designer and corporation would have been on this like white on rice the MINUTE a beta came out, and would have started asking questions and getting support THEN, not months afterwards.

[Grant]

Actually, I am growing rather tired of the rants that continue even when Kayako has said it should be implemented in a few weeks. Look, The MBAPI does NOT allow you to replace the actual helpdesk... It simply fetches information from them. The new integration notes allow them to install the helpdesk without breaking the helpdesk with every upgrade. Kayako's integration as we know it require file includes which isn't possible without the new integration notes. So please, can you hush for just a minute.

[Neil-UKWSD]

Hi twhiting9275,

Actually mblendinger is correct, MB did only provide the docs required for the support integration on the 03/11/2006:

http://www.moderngigabyte.com/modern...1&postcount=16

[Varun Shoor]

We already have a basic integration going, We will be pushing it out very soon for our clients to test it out.

Unfortunately due to the change in MBs password encryption we will no longer be able to provide a stand alone LoginShare plugin for Support Center, this is unless they decide to open up their crypto routines for which I havent had any feedback so far.

Regards,

Varun Shoor

[Varun Shoor]

We already have a basic integration going, We will be pushing it out very soon for our clients to test it out.

Unfortunately due to the change in MBs password encryption we will no longer be able to provide a stand alone LoginShare plugin for Support Center, this is unless they decide to open up their crypto routines for which I havent had any feedback so far.

Regards,

Varun Shoor