"A Version 4 update..." discussion thread

[Jamie Edwards]

A Version 4 update… | Kayako Blog

We thought it would be a good idea to kick things off with something pretty to look at, and we think that the new operator console interface is a prime choice. (In fact, this is nothing compared to the support suite's new web interface...)

What can be seen in the teaser screenshot?

• A (not complete) preview of the new live support operator's desktop console.
• An easy to use and easy to navigate ribbon tool bar.
• Switchable visitor monitoring list - standard visitor grid ("List View") or graphical "Map View".
• Detailed mapping and visitor location visualisation (zoomable and clickable, with Google Maps integration).
• Superbly accurate visitor location tracing.
• Multiple account support (tabbed views).
• Visitor grouping with automatic grouping options.
• Quick-action buttons and short cuts (such as Accept All, Reject All).
• Support for operator grouping.
• Support for operator avatars.
• SIP phone integration, with statuses (Offline, Online, Away etc.) independent of live chat statuses.
• Proactive chat request options with request tracking.
• Visitor navigation footprints.
• Richer operator-operator interaction, including support for custom status messages.
• Three secret (blurred) 'Engage' buttons.
• ... a whole lot more, but this list just details what you can see.

Originally Posted by Blog post

Will there be other screenshots posted?
Yes - when we have things to preview (such as additional screenshots, completed feature areas and development updates), we will post about them here on the blog.

[ZystemsK]

That looks sexy as hell. I can't wait to get my hands on it and start modding Oh, and thanks for the update. I'm sure this teaser will please a lot of bosses and raise moral of staffers that use V3 and are looking for something 'more better'.

What I'm looking forward to:

• Pricing information
• Staff to Staff chatting (V3 is too slow and annoying to use as an intraoffice chat client)
• The wicked new API
• Asset Tracking (?!)
• Expandable and linkable contacts (More information than just name/address/phone and can be linked to a specific user/group.)
• Easier reporting (Tickets from a specific user/group with notes/replies added and time worked)
• Embedded ticket monitoring system

That's all I got for now, but this does look very, very nice. Props to the team and send us an email blast with the latest updates. I must know the second more information is released!

[craigbrass]

Loving the UI!! Looking forward to more screenshots.

[SteveLV702]

Now V4 will it actually have a Kayako support client for Mac or just a cheesy featureless one that we have now made by third parties (open sourced) ?

[craigbrass]

I may be wrong but that uses CodeJock UI components which I think are Windows only.

[disenioweb]

More screenshots NOW!!!!!

[supportskins]

Looks brilliant!

[sarne]

I've been reviewing/learning Support Suite for my company for just over 3 weeks now. I'm very impressed with its features which makes me even more excited to hear there is a whole new version coming out with all new features.

I guess my only fear really, is pricing. My company is about to purchase the SupportSuite (at my recommendation), they will not be too pleased if I come back to them in a month or two and advise we need to upgrade for nearly the same cost as the original purchase. I hope to see a sneak peak at the upgrade costs ASAP.

Great work though, v3 is excellent and v4 looks amazing!

[netaddict]

While it looks good, sounds good, it does one thing, prove a V4 is out there.

What's disappointing is it's failed to address most of the past questions raised about V4 that have been asked specifically around timeframes. Seems its a good 12+ months out from blog post.

[ZystemsK]

Originally Posted by sarne

I've been reviewing/learning Support Suite for my company for just over 3 weeks now. I'm very impressed with its features which makes me even more excited to hear there is a whole new version coming out with all new features.

I guess my only fear really, is pricing. My company is about to purchase the SupportSuite (at my recommendation), they will not be too pleased if I come back to them in a month or two and advise we need to upgrade for nearly the same cost as the original purchase. I hope to see a sneak peak at the upgrade costs ASAP.

Great work though, v3 is excellent and v4 looks amazing!

From the wording of the blog post, I think an initial beta release would be released in Q4 2009, I doubt we'll see anything sooner than that.

[netaddict]

What version of ITSM’s ITIL framework standard will it be compliant with?

[John Haugeland]

NetAddict: please refrain from speculating on timeframes. We have said nothing to indicate what timeframe we expect for the v4 release.

[Jamie Edwards]

Originally Posted by ZystemsK

Pricing information

We don't have anything concrete at the moment. Rest assured, we're not going to sting our existing customers. We'll be very transparent about the whole thing - when we have the information, it'll be out here.

Staff to Staff chatting (V3 is too slow and annoying to use as an intraoffice chat client)

Staff to staff chatting will be improved in v4.

The wicked new API

Will be broad and indeed wicked

Asset Tracking (?!)
Expandable and linkable contacts (More information than just name/address/phone and can be linked to a specific user/group.)
Embedded ticket monitoring system

We cannot confirm these details yet.

Easier reporting (Tickets from a specific user/group with notes/replies added and time worked)

I can confirm we'll be implementing a robust reporting engine, allowing you to build custom reports.

I must know the second more information is released!

I suggest you subscribe to the blog - that'll be the best way to stay up to date.

[Jamie Edwards]

Originally Posted by Digital Mayhem

Now V4 will it actually have a Kayako support client for Mac or just a cheesy featureless one that we have now made by third parties (open sourced) ?

We are aiming to support all of the major desktop platforms in Version 4. Whether or not this will be the case as soon as we launch is not yet decided. We'll keep you updated.

Originally Posted by craigbrass

which I think are Windows only.

Correct - the desktop application you see here is Windows only.

[Jamie Edwards]

Originally Posted by netaddict

What's disappointing is it's failed to address most of the past questions raised about V4 that have been asked specifically around timeframes. Seems its a good 12+ months out from blog post.

As John asked, please do not speculate on estimated release times. We're the only ones who can do that, and we will do so as soon as the roadmap stabilises.

Originally Posted by netaddict

What version of ITSM’s ITIL framework standard will it be compliant with?

We'll make a detailed posting about ITIL support soon.