Why do you allow modifying languages/phrases?

[NC Software]

Because everytime we install your updates it wipes out our changes! You need a system that if we modify a phrase it is tagged as custom and always used. Just as with your config.php negligence, this is yet another gross negligence in overwriting our customizations with every update. You cause us continued time wasted as we have to redo these customizations over and over again!

[craigbrass]

I have suggested in a couple of posts there should be a system on Kayako's site to upload a file to and then it says which titles / phrases that have changed or been added and then you can modify these and get a new updated pack for the newer version given to you to import into your helpdesk admin area.

[richm]

Craig's suggestion (or something similar) has my vote.
The upgrade process definitely needs improvement in this area.

Rich

[craigbrass]

I got a few other people agreeing with me in the other threads too...

[ScottGBlood]

Definatly gets my vote as well 110%.

[NC Software]

Kayako has it easy, they have a great role model, vBulletin. Lacking consideration for upgrades both in files, images, notes on what's changed, what's added, and blasting our modifications such as language/phrase modifications. A product this mature, i.e. version 3.x, should not be neglecting the customer/user as this product does. We've brought this up over and over, yet we continue to be ignored. I don't think the case sensitive login issue (e-mail address) has been corrected although it's marked as fixed, and other things that continue to infuriate my customers that cannot login. This frustration conveys to us as we strive to provide a quality experience to our end users and Kayako continues to undermine our efforts.

[ScottGBlood]

Originally Posted by NC Software

Kayako has it easy, they have a great role model, vBulletin. Lacking consideration for upgrades both in files, images, notes on what's changed, what's added, and blasting our modifications such as language/phrase modifications. A product this mature, i.e. version 3.x, should not be neglecting the customer/user as this product does. We've brought this up over and over, yet we continue to be ignored. I don't think the case sensitive login issue (e-mail address) has been corrected although it's marked as fixed, and other things that continue to infuriate my customers that cannot login. This frustration conveys to us as we strive to provide a quality experience to our end users and Kayako continues to undermine our efforts.

The case sensative login problem and a few other issues with the webside of things is why i have spent the last 2 months completly re-writing the web interface in asp.net and proper ajax (not the stuff that is claimed by kayako which to be honest is a poor implementation of a very good technology)http://intranet.betfred.com.
All that said though, it would still take a number of months , if not close to a year to create an in house product that does the same.

Regards

[NC Software]

Looks like some DevEx work! I wouldn't mind writing my own help desk some day in ASP.NET 2.0, it's not hard, we just don't have the time at the moment.

[ScottGBlood]

Originally Posted by NC Software

Looks like some DevEx work! I wouldn't mind writing my own help desk some day in ASP.NET 2.0, it's not hard, we just don't have the time at the moment.

Definatly is devexpress cannot beat there components, there absolutely brilliant and if kayako ok it, i will be making the source for the link to Kayako freely available in c# when i have finished it.

[Jamie Edwards]

I don't see the necessity of having to export your language pack, upload it to another website to have the gaps filled in, download it, readd it to your desk.

It could quite easily be doing all within the system in the same way that templates work, and that is what is planned for Version 4. Mahesh is currently testing the current functionality, because it sounds incorrect that the phrases should be overwritten at all.

Originally Posted by NC Software

We've brought this up over and over, yet we continue to be ignored.

I have also said over and over, that we are not ignoring anyone; we are listening to everything. We are trying to do the best with the development resources we have at the moment.

Originally Posted by ScottGBlood

The case sensative login problem

This has been fixed in the 3.11 branch and should no longer be a problem.

Originally Posted by ScottGBlood

proper ajax (not the stuff that is claimed by kayako which to be honest is a poor implementation of a very good technology)

I do not believe that our AJAX implementations are poor. We employ some efficient methods that power things like IRS and live chat - methods which if improperly implemented would simply lock up the browser window and not run very smoothly. Where do you think they are poor?

[ScottGBlood]

I have also said over and over, that we are not ignoring anyone; we are listening to everything. We are trying to do the best with the development resources we have at the moment.

I have been a developer and development manager for a number of years and i can understand your situation. Allocating resources (Developers) is one of the hardest tasks for any manager and surely there has to come a point where you have to invest and throw more resources at the issue.

This has been fixed in the 3.11 branch and should no longer be a problem.

Due to the amount of work that has been put in customizing the support suite and building a custom front end, i am going to hold off upgrading until version 4 or at least till we come across a showstopper, which we haven't yet.

I do not believe that our AJAX implementations are poor. We employ some efficient methods that power things like IRS and live chat - methods which if improperly implemented would simply lock up the browser window and not run very smoothly. Where do you think they are poor?

Saying your implementation was poor, was probably the wrong terms to use, i actually meant there are places on the site where AJAX could be implemented to great affect, especially with first impressions, i.e. when your prompted to logon. But to be honest i am very anal about this stuff.

[Jamie Edwards]

I have been a developer and development manager for a number of years and i can understand your situation. Allocating resources (Developers) is one of the hardest tasks for any manager and surely there has to come a point where you have to invest and throw more resources at the issue.

I'm glad you are understanding Scott - some people are hard to convince that we are listening and trying to move as fast as we can. People also think that it is possible to snap developers out of thin air and have them instantly begin working on a product they have no experience in; regardless of whether or not developers may be hard to get hold of where we are located or how long it takes to train them.

Trust me that investment is not holding us back.

Saying your implementation was poor, was probably the wrong terms to use, i actually meant there are places on the site where AJAX could be implemented to great affect, especially with first impressions, i.e. when your prompted to logon. But to be honest i am very anal about this stuff.

You have to remember that SWIFT core Version 3 began development almost 5 years ago. Sure, we could add lots of nice, more modern AJAX things and have super cool first impressions, but this is going to detract entirely from where we are trying focusing development and will also render more instabilities than benefits.

We use AJAX where AJAX is needed, and have used it to success. We have not added AJAX 'for the sake of niceness'. If early on we toyed with the kind of UI enhancements through AJAX you see now, we'd have had a very unstable product because the technologies and behind them ideas then were far too immature (you cannot explicitly call AJAX an independent technology).

If you're looking for the most impressive and up-to-date of interfaces seen in a web application, combined with both the solid SWIFT platform and the intuition we are world renowned for, you will find all in Version 4.

Until then as far as Version 3 is concerned, we are targeting stability issues and core functionality enhancements.

[NC Software]

If you're looking for the most impressive and up-to-date of interfaces seen in a web application, combined with both the solid SWIFT platform and the intuition we are world renowned for, you will find all in Version 4.

Jamie,

If you're going to counter issues by waiving "version 4" in front of us. Then show us screen shots, tell us details of the new version, and most importantly tell us the projected time table for version 4. I know what your answer is going to be, but I figured I'd humor myself and ask the questions that are deserving to a company advertising "vapor'ware" i.e. you are touting a product that does not exist from a customer's point of view.

[Jamie Edwards]

You missed the all important line:

Until then as far as Version 3 is concerned, we are targeting stability issues and core functionality enhancements.

Thanks,

[Jamie Edwards]

A note for the topic: What happens is that the default language (which acts as the master) is overwritten on each upgrade. Any other languages are not overwritten - so the solution is that if you want a customised language, create another based on the default and customise that.