Restoring templates not working

[mrfalafel]

Dear members,

I am in desperate need for help as my company is currently down since August 18th. I opened a CRITICAL support ticket with Kayako on the 18th and after 20 messages going back and forth, nothing has been done to fix the problem and my company is still down.

After upgrading to 3.11.01 the LiveResponse stopped working by not allowing a conversation to start between the two sides saying "Unable to connect...."

We upgraded the WinApp to 3.1.1.36, same problem.

When we asked Kayako support they recommended restoring the admin templates. We did several times!
The problem is that there are about 10 templates (non related to Live Response) always showing in red saying "revert needed". We even tried to restore them one by one and the system comes back and says restoration successful but they are still in red, as if nothing happened.

Kayako was given full access to the FTP site for accessing all the file of the system and also full access to the MYSQL database and we have been completely ignored since August 18th and right now non of my Support Engineers can communicate with any potenital customer over the support system for 7 days.

Any idea that can help, I would really appreciate it.

With all due respect to Kayako: Product is Excellent, Price is way under priced and the support is completely a disaster.

Regards
Lino Tadros, MVP
President & CEO
Falafel Software Inc.

[Jamie Edwards]

Hi Lino,

Welcome to the forum and I am sorry it is under these circumstances.

I am following up your ticket now and assuring it receives the attention of a technician - there is no reason I can see as to why your ticket has not been updated yet.

[mrfalafel]

Dear Jamie,

Please read the final conclusion on my ticket number UQG-358558.
I expect you to communicate with Kayako the terrible conclusion of this case.
I am sorry we could not work together

Best of luck
Lino

[Jamie Edwards]

Hi Lino,

You were last updated on the 24th of August regarding not being able to have access to your database, the reason being that while you had unzipped phpMyAdmin for us you did not configure it with your database details.

You then updated us again on the 24th of August saying that you needed to consider further access to your server, and that if it is to be done you wanted to arrange it through a 'Gotomeeting' meeting. This is something we didn't receive any time to plan for and we have not used 'Gotomeeting' before.

You followed this up again on the 24th of August linking us to your phpMyAdmin installation which was again, not fully functional and we couldn't do anything with it.

By this time the support office had closed for the weekend, so your ticket is waiting an update (the office is open during the weekdays only).

I am sorry that you are unhappy with the service you have received, but we really do have our hands tied if we cannot access your server ourselves in order to trace the problem you are having.

It is a problem that no one else appears to be having, so is probably be specific to your server environment. In order to figure out the problem, we need access to your server.

Without access I am afraid there is little else we can do for you.

If you would like to formally arrange a time and organisation of a 'Gotomeeting' then you are welcome to discuss this with us - we would be pleased to accommodate you. However, please do not expect us to be able to set something like this up on such short notice.

[mrfalafel]

Oh Jamie, I am very sorry to receive your reply. It is totally unacceptable.
Sir, this ticket has been opened since August 18th as a CRITICAL ticket. If you read the replies I recieved for the first week, you should not be sending me a message like this.
You can defend your company as much as you want, but you have to have basis for whay you are talking about.
I was promised 4 times that someone will work with me to get my support system back to work as we are ded since the 18th of August. After waiting ususlly 18 to 24 hours everytime, I get ridiculous replies on the ticket and on the Live chat with more promises to get back to me ASAP.

The full access to the FTP I gave should be more than enough to configure phpmyadmin or whatever else needed to access the database. Gotomeeting was a way for me to try to help as much as possible whomever cares enought to find an answer to this.

Anyway, I really should stop replying to these message, your company does not deserve my business and if your attitude is that it is my fault that I have been down for the last week and half, you are really out of this world.

Regards
Lino

[Jamie Edwards]

Hi Lino,

Once again I am sorry you are not happy with the service you received and you feel that the situation was not resolved promptly enough. On reviewing the number of chats you had raised in relation to your ticket, I see that Raghav was not available when he said he would be and on behalf of Raghav I apologise for that.

However, with regards to the actual issue we really do need your patience in resolving it, especially where direct access is unavailable. We have few developers who must handle a number of issues as well as your own.

The wait since then has simply been down to office closure - our support office is closed during the weekend.

I am not suggesting that the reason you have been down for the last week is your fault; I am only asking that you have patience with us particularly where the issue is specific to your setup.

[craigbrass]

Maybe it would be a good idea if the 3rd developer you are bringing on board spends half his day working on assisting tech support staff with issues like this or something like that.

[Siora]

Or provide weekend support. I think more clients would be appreciative if there was someone there on weekends that could handle such issues. The weekend support could work on only issues that are critical such as this.

[craigbrass]

I have said this before Mehul. Many companies run help desks with staff working 24/7. So should Kayako in case anything goes wrong.

[Siora]

As for the problem at hand, I had the same problem with reverting templates. If I hit restore and then went back the template was still in red. I can't remember the exact order but I think I had to hit restore and then hit save and reload. I then had to hit "templates" link at the top: Dashboard » Templates »
After doing this the template was showing as "grey" unmodified.