Latest CVS stopped working chat

[bear]

Originally Posted by kami

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

Since the forums are not for official support, no it isn't unusual at all.

[kami]

Yes.. but as a company this forum can be a great asset and a great liability. In a networked world & search engine indexing- all communications in this forum are indexed and will be displayed for ever when searched. This can be a great asset and complaints can be a huge liability and PR nightmare.

Something I read recently .. Kayako people, if only they read the forum, could benefit from knowing..

The High Cost of Losing a Customer:

- For every customer who bothers to complain, there are 26 others who remain silent.

- The average "Wronged" customer will tell 8 - 16 people

- 91% of unhappy customers will never purchase service from you again

- It costs about five times as much to attract a new customer as it costs to keep an old one.

Bottom line: For every complaint there are about 250 more customers with problems or potential customers who hear bad things about you.

A company's responsibility is to make sure clients' needs are addressed. Kayako has a responsibility to its clients for the product it has sold and subscriptions it keeps.

Their failure reflects itself as our failure when a customer can't reach us.

I think there is a huge cultural gap between our expectations and Kayako's perceived responsibility.

- Kami

[hyperactive]

<<<< Would not be caught dead on a Macintrash, but thats another post :P


hehehe

[skaye]

Clifton,

We're just about to start planning our platform for Kayako and am interested in your comment about .51 UNSTABLE working flawlessly. Could you please let me know if you have installed it on Linux or Windows?

[Varun Shoor]

Before I comment I want everyone to understand that CVS builds are bound to have issues, we had the chat working couple of commits back and its broken again because of the recent changes related to the chat system. CVS builds are direct snapshots from our development directories and we try to push every change into the CVS as soon as we have something usable ready.

Our current focus is to get v3.1 out as soon as possible and this includes the new and revamped chat core tested on every popular platform (This includes Mac OS and Linux). Almost the entire core has been changed and this is bound to create these issues.

My best guess is that it should be resolved by this weekend and we should have one solid build ready for QA testing and to be marked as stable. I will create a blog post as soon as we are done.

Thanks for your patience.

Regards,

Varun Shoor

[hyperactive]

Originally Posted by skaye

Clifton,

We're just about to start planning our platform for Kayako and am interested in your comment about .51 UNSTABLE working flawlessly. Could you please let me know if you have installed it on Linux or Windows?

Installation Environment:

OS: Fedora Core 3 "Linux 2.6.12-2.3.legacy_FC3smp"
PHP: 5.1.6
Mysql: 4.1

And yes, after two days of heavy use, it still works flawlessly!

[hyperactive]

Originally Posted by kami

I think there is a huge cultural gap between our expectations and Kayako's perceived responsibility.
- Kami

We happen to have the advantage of looking at this as a development company ourselves. I would call the product "Mature" myself.

The problem is that there are literally MILLIONS of possible scenarios that a development company creating a package like this has to take into account, which is an impossible task. From OS (both server and client), DB, Installed Apache modules, PHP modules and thousands of server RPM's, Windows Version Varients and integrating both a windows application into a server side application like this, the list of mix and match possibilities is endless.

So, since were a development company ourselves, I can honestly say my experience with Kayako has been pleasurable. However, my experience with support @ Kayak, a 6 out of ten. The reason for this is a few particular support tickets i put in.... Ill post one here so you can see what i mean:

KAYAKO (Varun) dont hire people off the street please!

=================================================
Clifton Murphy Posted On: 15 Dec 2006 09:10 PM

I need to create a link to the ticket creation for a preselected department.

For instance, the URL for the department list is https://support.hyperactivehosting.c...kets&_a=submit

What URL would i use to have the "Programming / Development" department be the pre-selected choice?

We need this to create a wrapper in our Joomla Website

Raghav Arora Posted On: 15 Dec 2006 09:46 PM

You can set the default template as under:
Admin CP> Templates> Manage Groups> Settings> Default Department.

Let me know if there is anything else.

Regards,

Raghav Arora
----------------------
Kayako Infotech Ltd.
http://www.kayako.com


Clifton Murphy Posted On: 15 Dec 2006 10:14 PM

that still doesn't give us a method to give people a URL to a specific department's ticket insertion page.

How do i pass the variables for a specific department through the URL?


Jasvinder Singh Posted On: 19 Dec 2006 08:38 PM

Hi Clifton ,

This is not possible.

Let us know if there is anything else.

Regards,

Jasvinder.
----------------------
Kayako Infotech Ltd.
http://www.kayako.com


Clifton Murphy Posted On: 20 Dec 2006 03:27 AM

where do they get you people? of the street? do any of you get any training at all in the software?

I mean c'mon poeple. the fact that i had to figure this out on my own and not get support from you is bad enough, but to have you tell me an absolute untruth is ridiculous.

In fact, you can do this, and no configuration is needed, you can pass it directly through the URL string.

for instance to put a ticket into our "programming / development" department and bypass the department selection screen, simply go to support.hyperactivehosting.com/index.php?_m=tickets&_a=submit&step=1&departmentid =13

You simply add &departmentid=(the_department_number_here) to the URL and you are able to go directly to a specific departments ticket insertion page.

Clifton
================================================== =====


So i understand your concern Kami, But the software itself is good software, form a company i think cares about its customers. Your just stuck in that bad place i get to sometimes, where you feel like you are the only one who is having an issue and its not solvable! However, hang in there, and concentrate on the positives.


P.S.

And get a PC and throw away your Mac and it will get better :P LOL

[skaye]

So it works for Clifton on Fedora Core 6... I think when we start building our environment in the next couple of weeks we'll put Kayako on RHEL4 rather than on Windows. Thanks for the help Clifton...

Kami, without knowing your environment, isn't there anyway at all you can knock up a Linux box to run the LiveSupport on if it is hurting you so badly - I mean there appears to be enough evidence to suggest that Linux will relieve the problem. Just a thought.

[Neil-UKWSD]

Hi,

Kami could run the unstable build which is the same as the CVS build that was working fine, from time to time Kayako will post an unstable build which is a snapshot before further CVS builds which as in this case broke the chat again.

[hyperactive]

Originally Posted by skaye

So it works for Clifton on Fedora Core 6...

As far as i know there is no such thing (yet) as Fedora Core 6. We are running Fedora Core 3 for reference.

[hyperactive]

Originally Posted by Neil-UKWSD

Hi,

Kami could run the unstable build which is the same as the CVS build that was working fine, from time to time Kayako will post an unstable build which is a snapshot before further CVS builds which as in this case broke the chat again.

The chat does *NOT* work in CVS 3.4.51 Dated January First.

It does work on our environment with "3.4.51 UNSTABLE"

[skaye]

Originally Posted by hyperactive

As far as i know there is no such thing (yet) as Fedora Core 6. We are running Fedora Core 3 for reference.

Here's some link love that will take you to the Fedora pages at Red Hat and you can download Fedora Core 6 - I installed it in a VMWare session on my laptop yesterday and it works a treat.

[Danym]

So Varun once a stable comes out this weekemd, I will be able to upgrade my LiveResponse software without it erroring out because I do not have the Tickets Module since I only purchase Live Response?
I don't think you should put out CVS builds of Live Response if we are not able to upgrade our software.

[sommarnatt]

So, how is the live chat coming along for Ajax / *nix ?
We're switching over to Ubuntu for our desktops for so many reasons and would like to get most of our applications running asap. The live chat is the main reason why we chose Kayako.

Is there a status forum/thread I've missed?