Kayako blog

Welcome to another (and first of many more frequent) Version 4 development updates and previews.

Firstly, we would like to apologise for the delay posting this particularly anticipated update. We did say we would be posting this preview alongside the giveaway – we have been working flat out on the recently released 3.60.03 stable, and of course; Version 4.

Version 4 roadmap

We are now in a position where we are able to discuss timelines. Here is a look at an abstraction of the current Version 4 roadmap we are working towards:

• Ongoing previews here on the blog, including video presentations and development demonstrations
• Q3 2009: API and code previews to selected partners and developers
• Q3/4 2009: Final licensing, pricing and upgrade (for existing customers) details to be announced
• Q4 2009: BETA version available to all customers
• Q1 2010: 4.0.0 stable is released to the public – current customers (including hosted) will be able to upgrade at the time of launch

The latest and revised roadmap can be found here.

Although the time frames are tentative (they could be brought forward or pushed back), we are confident that given the current state and pace of development, they are stable and reliable. There are many other stages in our roadmap which have not been detailed here; we will only be posting roadmap details when we feel they are stable.

Where we are with SWIFT4

As described in an earlier post, the SWIFT framework (on top of which SupportSuite, eSupport and LiveResponse are built) has been completely rewritten. The framework and scaffolding for the API has long been completed.

Aside from ongoing minor adjustments, the installer, administrator control panel, template engine and editor, interface (and JavaScript) framework, user (end-user and staff) accounts system, LoginShare framework, mail parser, SLA designer, escalation rules, live chat, visitor monitoring and core controller code have been completed and are all fully functioning.

This list does not include the other hidden (and extremely powerful) features that are part of the product, which are close to completion.

The support centre interface, upgrade script, staff control panel interface and API nuts and bolts are still under the knife.

A lot of work is going on behind the scenes – notably development of a new framework to handle our server clusters and hosted services. This is a fairly dull, but ever so important project that is part of ‘Version 4′. All of our systems are being redesigned to support V4′s extended functionality, and to ensure continued excellence of the stability and availability of our hosted customers’ support desks – your assets are our assets!

Version 4 interface: A couple of screenshots to demonstrate

We are really proud of Version 4′s interface. We have been able to redesign and modernize the entire user interface (UI) without turning it too alien to existing Kayako users. We are absolutely confident that any existing Kayako user will feel right at home in Version 4.

The entire interface has been revamped. Utilising JavaScript (and AJAX), data can be posted and loaded to and from the server without having to reload entirely new pages. Additionally, the use of advanced UI tecniques makes for an incredibly sleek and smooth experience, with speed akin to a desktop application. Screen, form, menu transitions, widgets and other powerful UI elements make using your support desk an (even more!) pleasurable and satisfying experience.

However, user interface is not the only thing which has been revamped. Each and every piece of  functionality – from the SLA system to the mail parser – has been taken back to the drawing board and redesigned. In the large part, we have considered and catered for almost every popular feature request and piece of feedback sent by our customers. We have been extremely careful to make sure that the system does not become bloated, without being too frugal on features. We believe we have been successful.

Administrator’s dashboard

Administrator control panel dashboard (click to enlarge)

What you see here:

• The dashboard – the administrator’s ‘welcome page’
• Left-hand menu – each menu expands like an accordion on click, displaying sub-sections for each area
• Activity pane
  • Recent activity – displays recent administrator activity (taken from the extensive audit logs stored by the system), such as the creation/deletion/edit of staff accounts or system settings.
  • Alerts – items of importance from the audit log; such as login failures, system errors and maintenance tasks which need to be completed (such as reverting templates)
  • Login failures – lists attempted (failed) logins to the administrator and staff control panels, including username, IP addresses and user agent information
  • Error log – system errors such as PHP errors, database faults, outgoing mail failures and code exceptions
  • Parser log – recent mail parser log activity
  • … (we plan on adding more information feeds)
• License details – information about your license
• Latest news – news feed from Kayako
• (not shown) Update alerts – direct dashboard notifications about available software updates

Editing a staff user account

Editing a staff user account (click to enlarge)

What you see here:

• Tabbed form UI – for better display and organization of information
• Staff profile pictures – can optionally be displayed in live chats, tickets and the desktop application
• Password policies – customizable password policies, with expiration dates, strength parameters etc

Managing staff user accounts

Managing staff user accounts (click to enlarge)

What you see here:

• Staff user accounts list, with “Updated Staff” confirmation notice
• Search-as-you-type search bar
• Checkboxes for mass-managing staff user accounts

C’mon, more updates please!

We know, we know. You’re eager to see them, we are just as eager to show you what we are cooking.

All of the Kayako team are burning the midnight oil to bring a solid, stable and beautiful Version 4 to your desktops – as soon as possible. In our enthusiasm for development, we have sometimes neglected writing up what we are up to on the blog. But no longer – more frequent V4 updates will be posted from now on.

We hope you have enjoyed the first in the series of many Version 4 previews. Please share your thoughts on the UI and the administrator dashboard in the new V4 discussion forums: http://forums.kayako.com/f184/

We look forward to receiving your feedback!