Latest CVS stopped working chat

[Neil-UKWSD]

Hi Kami,

Was the chat not fixed and working in one of the recent build after a template restore?

Has this since then broke again after another update?

I've not had time to install the latest CVS build to test but will be a little later today.

[kami]

Neil..

It worked for one CVS release and then it stopped working on all browsers and all platforms.

We had to take it down and now the entire support system is offline and not accessible for our clients.

When chat does not work people think we are ignoring them or that we are not attending our support system. Of course Kayako thinks that is not a big deal considering how they deal with providing support to their clients.

It is easy to see this behavior.. if you go to Kayako's site only sales is always available to chat.. support is never available. I have tried to do live chat with support many times and since we are in US I have tried to do this late at night, early morning.. I always find sales online but never support.

So their behavior shows how much value they place on the chat support for support services. In our company 1000% of our efforts is to keep existing clients happy and if they can not reach us we feel we are letting them down and they think we are not there for them.

Chat to us was a major feature for choosing this product.

Kami

[Danym]

I am starting to regret the purchase of the software based on the awful and limited support. I cannot even upgrade my Live Response owned licence because the upgrade.php install is looking for the Tickets Module which I did not buy or did not come with Live Response download. If it is broken fine, but let the customer know, don't leave the customers in the dark.

[Neil-UKWSD]

Hi Kami.

As far as I was aware the live support chat with Kayako is not yet available which is why no one is ever online in the support department.

I am pretty sure Varun said this is something they will be rolling out this year.

[Neil-UKWSD]

Hi,

Have you tried running the unstable build from before the latest CVS?

[kami]

Neil

What do you mean by rolling out this year?

This was working in all the old releases. This is a feature of this product.

It started having problem with IE 7 when I pointed it out during the beta. I had also told them that chat has issue with Mac and all browsrs on Mac. After a long silence Varun said they will not do anything until IE 7 gets out of beta and that it is an IE 7 problem.

When IE 7 went gold Varun stated they have discovered a bug in their software that causes issue with IE 7 and to fix it they had to port it to AJAX. Had these guys worked on this software when the issue was first reported it would have been fixed by now. Now it is January 07 and Microsoft is pushing IE 7 as update to all workstations.

So this software is pretty much useless at this time.. I have wasted so much energy with these guys that I think should be spent in finding a solution that actually works.

Kami

[kami]

Neil.

No- I have not tried the unstable built.. I have installed the latest CVS.

Their stable built is unstable.. I hate to see what the unstable built is like.

Kami

[Neil-UKWSD]

Hi Kami,

The unstable build is pretty much the CVS build that had the chat working.

[Neil-UKWSD]

Hi Kami,

When I say rolling out I mean they will have staff manning their own live support.

[hyperactive]

Originally Posted by kami

The bug is in Windows installation based on all my research so far.
Kami

Uh, no it affects linux as well. we posted those test results running our system on the following:

Server
Dual Opteron 244
4 GB Memory
Fedora Core 3
PHP 5 (Zend and Ioncube compiled)
Mysql 4

Windows XP SP_2 on all machines running liveresponse and supportsuite.
So the problem definately affects Linux!



I will say that this issue did *NOT* exist in 3.4.10, but we cant run that due to needing MB V_5 Loginshare !!!!


WTF PEOPLE! if you would have told me that one year after MB 5 release, i still couldnt use Kayako, i would not have purchased it. Only reason i purchased it is because Both you and Modernbill (both lier's) say it easilly integrates. Oh ya? PROVE IT!

[Racked Hosting]

I don't think Modernbill released the v5 action hooks a year ago for kayako to integrate. Trust me, Kayako integrates pretty smoothly into v4 since a very long time

[hyperactive]

The MBAPI documentation has been our for LOTS of months. so, you cant weasel kayako out of dropping the ball on this one a bit.

[Racked Hosting]

MBAPI is different. Kayako directly integrates into MB, or in simple words replaces MB's helpdesk.

[hyperactive]

Kami,

Just thought i would let you know, i have tested ALL stable, unstable and CVS builds. The 3.04.51 UNSTABLE, appears to function flawlessly. I installed from this package, supportsuite.3.04.51.unstable.zendopen.tar.gz. MB 5 loginshare is functional as well. We are using this version Live now and will do so until a new stable comes out.

Chat works and so far i dont see any bugs.

[kami]

Clifton.

Thanks for the note. Did you test the chat system against IE 7 and Mac?

I just installed the same version that you indicated. The chat works for all browsers except IE 7 and Mac. I also installed the LiveSupport application from the same installation.

Version: 3.04.51 (UNSTABLE) - 13 Dec 2006 10:03 PM

In IE 7 and Mac the client keeps waiting for the support person to accept the chat and even when the support staff accepts the chat the window keeps showing the same message for waiting for an operator.

Are you using a Windows installation or Linux?

Isn't it interesting that we do not hear from Kayako people on this list about this issue?

Regards,
Kami