Tag Archives: support desk software

V4 Update #1: Roadmap and interface peek

Posted by Jamie Edwards on July 29, 2009 – 2:13 AM

Filed under Development, v4

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.

3.60.00 Release Candidate 1 available now

Posted by Jamie Edwards on July 3, 2009 – 12:35 AM

Filed under Development, LiveResponse, Releases, SupportSuite, eSupport

We’re pleased to announce that 3.60.00 Release Candidate 1 is now available for download from the Members’ Area (https://members.kayako.net). The correct file to download is the one marked ‘3.60.00 UNSTABLE.’

The build resolves more than 70 bugs, important security issues and introduces several new features, including:

Multibyte ticket searching.
iconv/mbstring switch for e-mail processing.
Support for Microsoft’s MHT format.
Recursive attachment parsing of .EML attachments.
.. and much more.

We are offering a free month’s support and upgrades or a free InstaAlert Pro license to early adopters of our Release Candidate build.

For more information, please see the release thread: 3.60.00 Release Candidate 1 available now

We are looking forward to your feedback!

SWIFT4 framework: A brief overview of what’s new

Posted by Jamie Edwards on May 29, 2009 – 9:57 PM

Filed under v4

Over the last few years, we have seen a huge increase in the number of community development projects, shared extensions and a rise of third-party companies specialising in customization services for Kayako support desk software. From iPhone applications to big screen ticket monitoring modules, there are more third-party products and services available to supplement your Kayako support desk than ever before.

We frequently receive comments from developers who are extremely happy with SWIFT3, our own framework on which we have built our support desk solutions. They tell us that the simplicity of the code makes it very easy to extend their support desk – everything is intuitive and “where it should be”.

We’re very pleased with that. However, Version 4 (and the direction in which we are taking it) introduces new requirements and asks more of its underlying framework: such as complete and out-of-the-box support for Unicode and support for many database systems.

SWIFT3 is still entirely fit for purpose. We just intend to make SWIFT4 even better. As it turns out, we have gone much, much further than making SWIFT4 “better”, starting from the ground up. Read on to find out more.

This post is deliberately brief and non-technical, aimed at both devs and users. It has been written to give you a sense of the big changes that are to come in SWIFT4. If you’re hungry for more technical details, we’ll be making additional postings about SWIFT4 in the near future.

SWIFT4 framework

Everything about the underlying framework has changed. If we haven’t rewritten the code, then it has been refactored to follow a pure and consistent object oriented model, built around Models, Views and Controllers (MVC pattern). As SWIFT4 currently stands, only two source code files contain procedural code.

If you are familiar with development frameworks such as Code Igniter and the Zend Framework, you will be immediately familiar with SWIFT4. SWIFT4 provides you with methods, interfaces and the tools needed to rapidly extend and build upon the functionality of your support desk.

A Version 4 update…

Posted by Jamie Edwards on April 29, 2009 – 11:57 PM

Filed under Company, Development, Releases, v4

Shameless teaser.

Version 4 has been in development for some time, and we have been frequently asked to divulge specific information about its roadmap and an estimated release date. We have been consistent in our responses – we wouldn’t share specifics. This was for two reasons – to protect our competitive stance, and because our internal roadmap is always on the move.

Development is progressing very quickly, and we now feel that we are in a position to start talking more specifically about Version 4. Over the coming months, this “talk” will build up to detailed feature previews and eventually usable preview builds.

3.50.03 released to fix a bug with mail encoding

Posted by Jamie Edwards on March 9, 2009 – 11:28 PM

Filed under LiveResponse, Releases, SupportSuite, eSupport

A bug relating to the encoding of e-mail headers was reported today. E-mail addresses with a comma in the name part cause e-mail MIME headers to be generated incorrectly. This bug only affects 3.50.*

We have fixed it and released a new stable build: 3.50.03. The build is now available in the members’ area.

If you are already running 3.50.02 (which we released last week), you can simply replace a file. See this thread for more information.

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