(split) InstaAlert integrating into Winapp discussion

[craigbrass]

Your first suggestion would be cool. I see other apps asking which folder you want on install so similar would be good.

Your second suggestion is planned for V4. InstaAlert will be part of the WinApp.

[Jamie Edwards]

InstaAlert won't be part of the desktop application - it will still be an independent application. However, there may be the option to dock it in as a module of the desktop application.

[craigbrass]

Oh, I obviously misunderstood.

Why not have it all as part of the WinApp?

[Jamie Edwards]

Originally Posted by craigbrass

Oh, I obviously misunderstood.

Why not have it all as part of the WinApp?

Because users of eSupport have no use for the desktop application. Also, users may just simply not want to run the full desktop application but still want alerts straight to their desktop.

[craigbrass]

Well the WinApp is only 3 megs more than InstaAlert. You could have it not load up the LR stuff when it loads for an eSupport install.

Users could also choose to stay offline for LR but also get ticket updates.

This would also mean only having one app to mentain instead of two. It makes MUCH more sense.

[Jamie Edwards]

It doesn't make more sense, because you will be forcing the user into using on application, where my suggestion will give the user of using one application OR two 'halves' (if you like), or one of these halves.

Permanently integrating InstaAlert into the desktop application also does not fit into other plans we have right now for the two applications.

[bear]

Originally Posted by Jamie Edwards

Because users of eSupport have no use for the desktop application. Also, users may just simply not want to run the full desktop application but still want alerts straight to their desktop.

Sorry to dredge up an old post, but I have to disagree here. Unless I have it wrong, the Winapp doesn't pop up a notice that a ticket has been opened, it simply shows you when someone visits the site or wants to chat. I liked getting a pop up alert for new tickets and responses, and if the Winapp offered that in addition to the live help options that would be great.

If it's already possible (I don't mean using the tabs in the winapp to go manually check tickets), please point out how to keep showing the visitors on site, and pop up a small alert for tickets as well.

One other thing..does the paid Instalert have the ability to poll more than one installation at a time, or only one?

[Jamie Edwards]

One other thing..does the paid Instalert have the ability to poll more than one installation at a time, or only one?

Only one.

Sorry to dredge up an old post, but I have to disagree here. Unless I have it wrong, the Winapp doesn't pop up a notice that a ticket has been opened, it simply shows you when someone visits the site or wants to chat. I liked getting a pop up alert for new tickets and responses, and if the Winapp offered that in addition to the live help options that would be great.

No, it does not have this ability; no notice is popped up in the client desktop application when a ticket is received; only InstaAlert has this.

What I was trying to get across was that eSupport users do not have a use for the whole desktop application, and thus the overhead of running it only for basic functionality would be a waste. Likewise for someone using SupportSuite who just has no use for live chat or visitor tracking.

[craigbrass]

Then why not implement it as part of the WinApp AND as a seporate application? That would make more sense.

I have heard about having the ability to dock it into the WinApp inside V4 but the way I am suggesting makes much more sense.

[Jamie Edwards]

I suggested some time ago that InstaAlert can be installed as a module into the Winapp much like the SIP phone addon is now; it is too early on to say whether or not this won't be done, however.

[Ryan Lederman]

The reason InstaAlert was not designed as a plug-in for the LR client is that people running eSupport would not be using the LR client.

We are considering writing InstaAlert v4 in such a way that it can run as a standalone application or as a plug-in for the LR client.

However, it is worth mentioning that we are also strongly considering a move to a crossplatform development environment, which may or may not hinder our ability to do this effectively.

[craigbrass]

Please don't tell me this means Java?

[bear]

Originally Posted by craigbrass

Please don't tell me this means Java?

That or .NET framework. Please don't.

[Jamie Edwards]

We are yet to decide the platform, but it won't be Java (as far as we can tell) and not a .NET framework (as that is Windows only? Unless you are talking about MONO). Lightweight platforms such as AIR are being considered.

[Ryan Lederman]

Personally I am allergic to Java, so no, it won't be Java. It would be .NET if there was real crossplatform support, but that has a long way to go AFAIK.

We are researching Adobe's AIR right now as a possible alternative.