Overall Good Job with Kayako's 3.30.01 release

[Doug I.]

I was initially going to blast Kayako today for still not resolving a bug created by upgrading to their latest stable release. The last response I got was to upgrade to one of the CVS builds. That was not what I wanted to hear from what was supposed to be a stable build upgrade. However, I did receive my open ticket that everything was fixed and felt compelled to at least say something POSITIVE instead of negative only on forums.


I wasn't upset about the bugs initially, as much as the culmination of a variety of issues that consumed more than 2 full days of Kayako headaches as a result of upgrading.

In all fairness, some of the headaches were not directly Kayako's fault. Although Support was not great at times (being told at one point that I couldn't use a feature that worked fine before and asking to upgrade again at other times after spending hours reverting templates and adding back custom code scripts).

That being said, Kayako did come thru and solve the last of my big issues and this latest release seems to be stable and working nicely.

I would say that it is probably worth the upgrade for those considering. Especially since they addressed the timezone thing in an easier way in 3.30.02

Keep up the good work Kayako.

Doug

[Jamie Edwards]

Hi Doug,

Thank you very much for taking the time and for your constructive approach to posting this. Unfortunately, some things did slip through the net which is why you were asked to upgrade once again.

We are certainly working hard on development. If you are interested, you can see our roadmaps at our bug tracker: Kayako Bug Tracker - Issue List. You may notice that each build roadmap is substantially smaller than those that precede it. The reason why is that we are aiming to becoming more regular and predictable with our stable build releases.

Stay tuned for more information

[John Haugeland]

We appreciate the difficulty of this .30 branch upgrade. In large part it was because we allowed the build to get so large; 150+ repairs and upgrades means a lot of change at a time. A second problem caused was the length of time between .20 and .30, which caused some people to think of upgrade service as a way to force them to spend money, rather than a progressive refinement of the product.

We have learned from this mistake; builds remaining in the 3.* lifecycle will be more frequent and smaller. We allowed ourselves to be affected by people wanting their bug to be fixed in the next version. Instead, we are now taking a more queue-based approach, sort of a first come, first serve with exceptions for security issues, stability issues and potential data loss issues to be moved to the beginning of any theoretical line.

We are investigating options for further significant refinement, but as no decisions have yet been made, it would be inappropriate for me to comment on their nature.

Thank you, sir, for helping us understand what's been difficult for you in such a pleasant tone. Often people forget that Kayako people are people too. We appreciate the considered measure of good will.