 Important Announcement - Clients Hosted on 72.232.119.114 (Aegis14)(Thu, 03 Sep 2009 00:00:00 -0400)
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We've in the past 15 days sent 5 notifications through various means in an attempt to reach our customers hosted on 72.232.119.114. Our hosting provider has unfortunately forced an emergency migration upon us, and as a result, we have lined up a better hosting facility to take care of your hosting needs.
All hosted installations have backups ready to be moved to the new hosting facility. We do require your assistance with the adjustment of the domain records. If you are hosted on this machine, and have not received our notifications for some reason or simply haven't responded, please contact me at saeven@saeven.net directly to expedite the transfer of your backups and files to the new hosting environment. While our goal to completely do away with any downtime was nearly met, there are a remaining few that need to contact us to finalize the move. Please don't wait!
Below is a transcript of the last notification, which would have been sent directly to your client email address :
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Dear Hosted Member,
Due to hardware migration requirements imposed by the SAVVIS datacenter in which this machine is hosted, we are unfortunately required to migrate your hosted SCRM installation away from this server at 72.232.119.114, to a new hosting environment altogether. We have already lined up a premium service, better than the current, and are ready to make the move.
Coordinating the move can be very simple, and I will personally help you through the migration process from point A to point B. Since we use 'A records' to host your installation, properly executed, the move can be performed without any downtime whatsoever.
To make this smooth, I will need you to confirm that you are able to edit your A record (i.e., you are able to do so yourself, or have someone available to do this for you). Please don't hesitate to respond with questions in this regard.
The migration process itself is very simple. We back up your domain and databases, copy the files over to the new environment, restore the databases, and change the A record. The speed with which this can be executed, is the key to minimizing data loss.
As apology for the inconvenience, we will be converting all of your leased licenses to perpetual licenses. The hosting costs at the new datacenter will be reduced to $12.95/month - and will put you in touch with a dedicated staff to assist with all adjustments where backups, and access are concerned.
It is important that you contact me at saeven@saeven.net as soon as possible. There is a migration deadline imposed by the datacenter, conveyed today, of August 31st. It is mission critical that we move your live installations by then.
If you no longer use your SCRM installation, you needn't reply to this message. We will have backups of your installations. Otherwise, as writ, please contact us at saeven@saeven.net as soon as possible, confirming that you are indeed able to edit your A record on demand.
Thank you for your cooperation. We are definitely looking forward to completing this improvement without interruption to your service!
Best.
Alexandre Lemaire
CEO, Senior Architect
saeven.net consulting inc.
Note, this message is a third and final attempt to contact you. No uptime/service guarantees exist past August 31st.
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Support Model Changes(Fri, 20 Feb 2009 15:56:48 -0500)
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Dear Member Community,
As a part of Saeven|CRM's upcoming software release, whose delivery model and architecture will be completely different from the current, we're shifting the support process from one that is 'pay-per-duration' to one that favors a more communal approach (forums) that however costs nothing!
Continuing on this tangent, please accept our most sincere apologies for the much-longer-than-usual delay in handling support tickets this month. As most of you know, most of our staff are also our developers...and our development path has come to a junction where we are required to sacrifice expediency with support, in favor of a strong last iterative sprint towards completion (compounded with some personal injuries that are affecting my ability to type, there have been some great hurdles overcome). With all insight applied, this version 3.0 is simply too long overdue, and with the support mass growing, the act of closing our web storefront and increasing support SLAs was an unfortunate requirement toward our businesses' survival in the innovative sphere it thrives in during these difficult economic times. We realize the risk this incurs, but strongly believe that the software will be our redemption!
As has been quite often previously extolled, there are some big changes on the way! These include a web-only model, a completely free version, an iPhone integration, the integration of our billing controls, and most importantly: the defeat of the Java client. With things like automatic master/slave selection, automatic connection chain fallbacks (backup databases!), the implementation of Zend_Db for cross-RDBMS functionality, and the ability to launch the system from an Amazon cloud image on a dime, we really feel that the sacrifice is worthwhile and hope that you will agree come deployment time!
At this point, moving forward with saeven.net is still extremely easy with two things kept in mind:
1. If you have any kind of technical difficulties, please start a new thread in the "Tech Soup" section of our forums. I'll be there scanning them daily with my staff, and more importantly...community experts will be there to lend a hand as well!
2. If you feel that a forum post is inappropriate, please do not hesitate to mail me directly at saeven@saeven.net; it is always my pleasure to help!
We appreciate everyone's continued support, and hope that the above elucidates the direction in which we're headed for 2009. New software, new support model, and a stronger sense of community throughout. Our next update should definitely be that of the release of the new version of the system! We (and I especially!) remain indebted to, and greatly appreciative of your understanding in the interim. As last note, current members with active support subscriptions will definitely be rewarded under the new system. News will follow shortly!
With Best Intentions,
Alexandre Lemaire |
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Development Update : Web Desktop + More!(Mon, 06 Oct 2008 18:14:23 -0400)
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Dear Saeven|CRM Community Member!
We've today released version Alpha 0.8 of our new web desktop interface (WDI) for Saeven|CRM (Zend). Built by popular demand, it is a free download for all members with active support memberships, that gives you a view of your CRM environment without the need to run any kind of desktop client or Java environment. Just update your installation, and then point your browser to the /adminconsole folder of your helpdesk view.
Development has been rapid, and the flexibility provided by the ExtJS/PHP5 mixed-mode environment atop which the WDI is built has given rise to a great number of new features! As list of examples, it can:
* export batched search results to a single downloadable PDF
* enables the very same chat mechanism, using standard web programming only!
* gives you a broader view of your ticket list with less click-depth, showing ticket info, message data, user notes, user profiles, and much more...right on the first-view of the ticket panel!
* enables you to navigate member responses using simple keys, letting you quickly shift from message to message in the reply panel without ever leaving the response text field
* load ticket responses just like the desktop client
While the WDI is not yet feature complete, we can promise that it will be so in no time at all; all of the difficult work is done! As soon as it is finalized, it will give rise to:
* our new, free, small-business edition of the system
* a multitenant service platform for service providers
* our new, separately branded, dedicated on-the-web service for eBay sellers (lots of great features coming here too!!)
We'd definitely invite those interested to visit this thread in the forums:
http://forums.crm.saeven.net/showthread.php?t=1023
...and to participate in our feedback sessions at:
http://feedback.crm.saeven.net.
We as always, definitely look forward to your input and to the final delivery of this energized, innovative, and cutting-edge web 2.0 CRM platform! Our development target for its finalization, is the end of November.
While the WDI is not yet formally supported, our staff will gladly help you update your installations so that you can play with it as it is incrementally released in modules.
As always, we remain much indebted for your continued loyalty and support. We hope to move forward alongside you with the new toolset and its features into what promises to be a fantastic 2009!
Kind Regards,
S. Alexandre Lemaire
Senior Architect,
Saeven|CRM |
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State of the Milestone Builds!(Mon, 14 Apr 2008 00:00:00 -0400)
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Dear Saeven|CRM Community!
It's been a very fast-paced development past our last update, and we felt that the announcements list had gone ignored much too long! To situate ourselves, we're currently sitting at the M3/4 joint release (MX stands for Miletone X, a Milestone denotes a landmark target build of a software project's developmental roadmap) - which is the "before last" junction in our path towards completion (M5 is the final target build).
While V2's architectural core has been complete for awhile now, the milestone releases serve to complete all plans to leverage its capabilities to a much greater extent. With a dual recoverable or encoded password scheme system, service level agreement automation (using state-based models!), detailed time-charges + reports, and a new hierarchical theme system being published any day now; this is only a taste of the total sum of goodies M5 will finalize.
With a web-admin area on the way, great improvements on the eBay side, alongside a counterpart billing system for webhosts and online stores, it's going to be a very interesting end-of-2008 for Saeven|CRM! We hope that you stay tuned during the ride :) Do visit our forums, and our sneak peek at one of the new features: our little tutorial on extending themes the "new" way.
We as always, look forward to any feedback/questions you may have; and thank you for your continued support and patience!
- Saeven |
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SaevenCRM + IP.Board(Mon, 04 Feb 2008 03:02:18 -0500)
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| We've just added an Invision Board (IP.Board) TWIRL login sharing module to the distribution server! Simply update your installations to gain this new functionality, or let the auto updates install it for you. Configuration documentation can be found here. |
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SaevenCRM V2 hits the shelves!(Fri, 21 Dec 2007 17:15:43 -0500)
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Having finally completed its last milestone build, in development since May of 2007, Saeven|CRM V2 has finally hit the shelves! Much anticipated (as evidenced by a 10000+ hit forum thread that dates back to July 2007) this version takes the integration of desktop and customer support yet one step further, and attempts to render more human the relationship between clients, virtual services, and the real people behind the scenes that provide it.
Incorporating a massive amount of feedback drawn from the past three years of user experience, we are proud to disclose new features such as:
- direct screenshot and clipboard image printing to tickets and knowledgebase articles
- the ability to view images directly inside of the ticket view on the desktop client
- dragging and dropping of files directly from your computer's drive, to your customer's attachment inbox, and your knowledgebase articles
- the ability to create views onto custom data stored in external databases right from inside the desktop client; consolidate your support and sales views effortlessly
- new login-sharing (TWIRL) mechanisms, leveraging standard LDAP, Microsoft Active Directory, CSV, and MySQL systems, as well as drop-in modules for popular programs such as AMember, Modernbill 5, HSphere, WHMAP, OSCommerce, Joomla, VBulletin3, AWBS, WHMCS, and X-Cart!
- an entirely new Smarty-built, CSS-compliant, and javascript-less theme! This complements our now-mature Ext 2.0 framework web-application rather well, allowing you to cater to both extremes of the browser-compliance spectrum
- a new filterable follow-up list on the desktop client that shows all pending tickets with which you've last interacted; making following up on issues as easy as a double-click.
- the ability to proactively invite users to chat with you, on sites that don’t include the Saeven|CRM framework!
With much more to list, we will be redesigning our site very shortly to do the new version justice! Don't let that stop you though, our flexible new pricing scheme has already been posted to our purchase page!
As thank you to our user community who have been absolutely brilliant during the design and feedback process, all members with active memberships have received a six month extension to their support and updates from Saeven Claus!
The next few weeks will bring about a no-cost "small business edition" of SaevenCRM, as well as some exciting goodies for both your customers and yourselves built on architectures ranging from Adobe AIR to basic HTML. Stay tuned!
Closing, please accept our sincere best wishes, and have a safe and happy Holiday season into 2008!
Seasons Greetings,
Saeven |
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XCart 4.1 Integration Module(Fri, 07 Dec 2007 15:00:14 -0500)
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On demand, we've just released a TWIRL login sharing mechanism with X-Cart 4.1 for use with Saeven|CRM. Very easy to install, it uses native X-Cart functions for a clean integration! Installation instructions can be found on our own helpdesk site at this page
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WHMCS v3.4.0 Login Sharing Released(Sun, 11 Nov 2007 21:03:07 -0500)
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Implemented by popular demand, we've in the past hour built and released a WHMCS login bridge (TWIRL) mechanism. Using this integration, your customers can log into Saeven|CRM installations using their WHMCS email and password. Their customer profile will be automatically updated/populated upon doing so!
Please join us to discuss this feature at http://forums.crm.saeven.net/showthread.php?p=4951#post4951! |
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Desktop Client Finalized!(Thu, 01 Nov 2007 19:48:05 -0400)
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As tasty a post-Hallowe'en treat we could confect, the final version of the Saeven|CRM 2.0 desktop client has been trick-or-treated to your client area!
Much anticipated, the new desktop client is a thorough revision of its initial guise, and includes a vast array of improvements, additions, and the implementation of several member requests.
Now leveraging the Vista Aero theme, and including three of its own packaged themes (Sky, Vision, and Silver); we've packed in quite a bit of eye-candy! With too many new features to list, we'd invite you to download the new client and run it atop your 2.0 RC4+ SCRM installations. We will update this site with a thorough feature list and media/screenshot section when its PHP counterpart is released.
Looking forward to your feedback in the forums! |
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SCRM 2.0 RC2 published!(Thu, 06 Sep 2007 19:23:14 -0400)
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We've just published the second release candidate of V2 to our update servers and client area. As major addition, this version adds a thoroughly improved language system: using the desktop client to configure your language parameters, you can even create category-specific contexts for basic phrases to greatly personalize your customer experience!
With many nitpicks solved, this will definitely be the last prerelease iteration! Stay tuned for some great news where our upcoming Small Business Edition is concerned :) |
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Saeven|CRM Core 2.0 RC has launched!(Mon, 27 Aug 2007 21:31:22 -0400)
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Long awaited, it is with great pleasure that we announce the second core build of Saeven|CRM! With an extensive list of aesthetic and functional improvements; it will without doubt be an extremely exciting platform for future developments and applications!
Noteworthy:
- the theme driver structure is no longer encoded, and is now fully disparate from the system's inner workings. A thorough use of CSS makes basic skinning very easy!
- the desktop client benefits greatly from the many new Java 6.0 improvements (it's fast!)
- the familiar Wikitext format is now favored over HTML in KB articles (permits rapid editing and consistency in shared articles!)
- the desktop client now takes advantage of Vista's Aero theme on Vista platforms
With too many improvements to list, stay tuned for new media clips and a reorganization of the http://crm.saeven.net site in the next week or so. A new Small Business Edition version will also make its debut at a greatly reduced cost - lending a helping hand to small startups!
We invite all conversation in the forums - and look forward to all feedback!
To those that participated in the build, please accept our utmost thanks! We look forward to your continued insight on the path ahead.
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SAVVIS routing problem resolution(Sun, 26 Aug 2007 23:06:09 -0400)
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| As solution to the aforementioned problem, Savvis has now routed all of the IP ranges off the current OC48 circuits that were having issues and are now using a OC192 circuit. The issue seems resolved! |
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intermittent SAVVIS datacenter routing problems(Sun, 26 Aug 2007 03:22:15 -0400)
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The SAVVIS datacenter in which we host some of our leased machines is unfortunately suffering routing issues (reported as a backbone failure) to some parts of the world. If you are unable to access your helpdesk site hosted on 72.232.119.114 or 72.232.119.115, know that your clients may still be able to access it otherwise, as the machine is up and running.
We appeciate your patience, and apologize for the inconvenience. It is of course, possible that this failure does not affect you at all - an update will be posted as soon as it avails. |
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Saeven|CRM site conversion complete!(Mon, 16 Jul 2007 11:40:41 -0400)
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Our site conversion to http://crm.saeven.net is complete! We'd offer herewith, a last reminder that it is necessary to apply our site conversion patch to your existing installations. You can check to see if you have the latest patch installed by accessing your automata.php directly in your browser. If the version reads '4.2.5', everything is set! If a prior version number appears, download the Zend and IonCube versions of automata.php from our helpdesk at http://help.crm.saeven.net (while logged in), and upload the patch to your site. That's it! All bases covered.
On a different note, version 2.0 should be out very shortly! Don't hesitate to join and participate in our forum discussions on its build at http://forums.crm.saeven.net/showthread.php?t=578 |
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Website change!(Sat, 23 Jun 2007 12:18:40 -0400)
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| On July 7th, our website address will change from http://auraclesupport.com to http://crm.saeven.net. The exact same resources will be at your disposal at the new URL, which serves to help us consolidate our product portfolio, under our parent company's banner. |
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Auracle 1.65 Released!(Sun, 18 Feb 2007 02:37:32 -0500)
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We're incredibly enthused to report that the 1.65.0 release of Auracle has just been published to the update server! Featuring numerous core improvements and feature additions (>65% of which were user suggestions) such as per-pipe-account SMTP settings, daily "invalid message" digests, automatic glossary keywords, chat-system welcome scripts, and link injection into the chat system, we'd invite you to visit our forums at to view the full patch details. [Note, the updated installer is available in the downloads tab of your client area]
This version also incorporates Cerberus Helpdesk v2 & v3 import mechanisms, as well as a Kayako v2 import system which complements the previously released v3 conversion tool. A TWIRL implementation for Joomla 1.0 has also been added to your arsenal of integration components! |
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Auracle 1.62.2 Released - Localization + New Scheduler!(Tue, 28 Nov 2006 15:58:52 -0500)
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| We've just published Auracle v1.62 to the dispatch server, which introduces localization (date format, time offset, etc.), and an entirely new drag and drop scheduler that permits you to filter tasks by admin, drag them across admins (to switch assignment), and otherwise create them intuitively by clicking from a task's start time, to its end time in your calendar (can also adjust task length simply by dragging its upper or lower bounds)! The scheduler also replaces the audit-log viewer, which will now give you a great overview of ticket activity, and will permit you to doubleclick on events to view the affected tickets! A highly recommended update, right click on task activities in the scheduler panel to see what else can be done with this fantastic component! We've also released an IonCube-encoded version of the Auracle::GIK general integration kit; available in your client area! |
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IonCube + Zend Encoded!(Mon, 27 Nov 2006 23:18:47 -0500)
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| Auracle is now offered in both IonCube and Zend Encoded versions! |
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Auracle Scry Released! (1.62)(Sun, 12 Nov 2006 18:59:28 -0500)
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Auracle now has the ability to share your agents' desktop views with your customers via chat! Facilitated entirely through javascript-compliant browsers alone, your clients will not need to install anything extra on their computers. It is important to note that Auracle's 'Scry!' screen sharing mechanism does not rely on obsolete COM component technologies, and is not limited to Windows-operating computers.
If this feature interests you, please visit its information page. Members need only update their ASEC and ASE installations to benefit from this exciting new feature! |
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Auracle - MBV5 module released!(Tue, 07 Nov 2006 15:30:45 -0500)
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| Released in two parts, the Auracle - Modernbill V5 integration allows you to seamlessly drive both platforms from their individual perspectives. Your Modernbill client helpdesk area interacts directly with your Auracle platform, and your Modernbill customers can log into Auracle using their Modernbill username/ email and password! Please visit our modules section for more details! |
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AuracleSMS + Proxool + Facelift!(Tue, 07 Nov 2006 15:30:42 -0500)
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What a great week for Auracle! We've completed the integration of our new private SMS gateway that allows you to expand your Auracle installations and integrate them with your administrators' mobile phones. You can receive alerts when new tickets are submitted, when visitors access certain parts of your site, through admin messages, and chat requests using the Auracle Service API - in fact, the possibilities are endless since you can integrate the API into your website at any place! Visit this page for more details!
As second item, we've also finalized Auracle's integration with "Proxool", a very robust enterprise-level connection pooling tool. The result of this component partnership is a near-magical handling of database connections - giving Auracle a greater responsiveness and efficiency thanks to the lessened connection times. Expect greatly decreased startup times!
Lastly, as icing on the cake, Windows users will notice some nice visual improvements here and there...now to clear the dust from the workshop!
Getting started with this update and its new features is very simple! Simply access your Auracle member section, visit the SMS gateway tab, and create an SMS account. After this, update your Auracle server installation and desktop clients - ready to go! |
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Twirl Authentication System!(Tue, 07 Nov 2006 15:25:21 -0500)
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A new transient authentication system has been integrated into Auracle! Best explained at this link, TWIRL permits you to connect your Auracle sites to any authentication back end, with easy integration with
- LDAP
- CSV files
- other SQL databases
using our built-in mechanisms. You can also build your own using custom code routines! Entirely configured via the ASEC GUI, no file editing is required. TWIRL does not store local authentication entries, it is entirely dynamic. |
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HSphere Twirl Module Released!(Thu, 26 Oct 2006 12:00:07 -0400)
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| The HSphere integration is the first in a series of hardcoded TWIRL integrations. By configuring (which simply involves giving TWIRL your HSphere PGSQL database details) and invoking this module, your HSphere customers will be able to log into your Auracle using their HSphere username (or email) and password! Auracle will automatically create an account for them if required, and take them straight to their support area - definitely saves time, and confusion! |
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Auracle::GIK and OSCommerce Integration!(Mon, 02 Oct 2006 20:45:14 -0400)
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We've just completed the Auracle::GIK AJAX toolkit and a simultaneous OSCommerce integration!
The goal of this AJAX integration kit was to provide a solid and failsafe display mechanism that wouldn't compromise secondary session integrity, such that Auracle tickets and announcements could be displayed in secondary programs without any type of session-related hindrance.
With the swift addition of a very small code block, you can now bring your Auracle's ticket and announcement functionality into absolutely any secondary program! An example integration of Auracle::GIK into OSCommerce is detailed in this forum post.
If you would like to suggest other candidates for GIK integration, please do get in touch! |
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Kayako to Auracle Conversion Tool!(Fri, 18 Aug 2006 14:36:57 -0400)
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| Created by popular demand, an easy to use Kayakotm to Auracletm conversion tool has been included into the Auracle distribution! Requiring very little effort, this mechanism serves to import your Kayako categories, users, staff members, recorded responses, kb articles and tickets, and convert them into a normalized database format - ready for use with Auracle! We'd invite you to view the import instructions. Happy importing, and welcome to the Auracle family! |
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Free Auracle Lite Released!(Thu, 20 Jul 2006 17:44:20 -0400)
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| Our free version of Auracle, Auracle Lite was released just last Thursday. With nearly 500 downloads and installations already, it's been a great success! We'd definitely invite you to visit its home at http://auraclesupport.com/free.php; it will provide your small business with the ability to scale to the enterprise version on demand, and will also provide you with a good platform to test your templating skills before purchase. Don't forget to visit our forums and wiki as well! |
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Auracle 1.49 Released!(Wed, 24 May 2006 19:06:39 -0400)
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| Auracle v1.49 was just published to the dispatch server, with an exciting new set of features at the ticket submission level! With too much to list, we would invite you to visit our online newsletter at http://auraclesupport.com/mailings/newsletter2.htm, where you can see how Auracle's new dynamic category fields serve to improve your data collection strategy before your support requests reach your agents! More news to soon follow! |
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Auracle 1.40 Released!(Wed, 22 Mar 2006 18:48:26 -0500)
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| Auracle just got tough! With a thorough integration of Dojo as new AJAX backend (replacing CPaint), a world of new features is now at the fingertips of all programmers and designers. Dojo is a well-documented and actively developed AJAX implementation that left us breathless - we had to implement it into Auracle! You'll notice the hover-preview whilst inside the previous topic list, as well as a smoother invitation cycle that surrounds the chat system. A new challenge-code based session driver has also been added - beefing up Auracle's security to a peerless degree. You'll notice a substantial speed improvement as well; some serious time has gone into query and process optimization. Thus, the product of much thought and effort, we are extremely proud to release Auracle 1.40. As note, we've just recently added a public section to our forums, do drop by and visit! |
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