Deb
01-20-2004, 09:28 PM
Due to the excessively high price increases with the RightNow Technologies Email Management Software, and their apparent move toward a more Microsoft friendly in house customer management system, FutureQuest has decided to make the switch to a lower cost, more efficient, email management software solution that has also provided us with the full source code.
This switch satisfies our need to customize the software, which helps us to ensure the best possible solution for the FutureQuest Service Desk while dramatically reducing the costs that we would incur if we were to continue with the RightNow Solution. The new software will be powered by kayako websolutions (http://www.kayako.com/).
The kayako (http://www.kayako.com/) solution will continue to permit emails to be sent directly to the Service Desk from your personal email clients as well as accepting email from the web based forms, It also will assist FutureQuest in further integrating the faqs, tutorials, announcements, and file downloads into one easy to find location, as opposed to having to look both on Aota.net and on the Service Desk to locate this type of assistance. We think those of you who take advantage of the FutureQuest Service Desk and Tutorials will find this change to be a valuable step in the right direction :)
As there are still some modifications to the software being polished in the background, a confirmed date for the switch has not yet been established, however, I can tell you it will be completed by Feb 4th, 2004.
NOTICE: RETRIEVING AND SAVING YOUR MYSTUFF FILES
As a result of the switch from the RightNow Technologies based Service Desk, the "MyStuff" area will not be available after February 4th, 2004. We cannot guarantee that this area will be available after Feb 4, 2004. Any past Incidents that are located within the "MyStuff" area that you wish to retrieve must be done prior to Feb 4, 2004 as FutureQuest will not be archiving that area for retrieval purposes.
If you currently have a "MyStuff" account and wish to save copies of past incidents you will need to access your "MyStuff" area using your username (email address) and password. The username and password for the "MyStuff" area are not directly tied to your FutureQuest hosting account as this area required you to setup a separate account and was not initiated by FutureQuest.
http://service.futurequest.net/tech/support.cfg/php/enduser/acct_login.php
If you have lost or forgotten your "MyStuff" password there is a Lost password retrieval option, also on the login page listed above. If you are certain that you have created a "MyStuff" account and cannot remember your username (email address) associated with your account send a request to Service@FutureQuest.net with as much information regarding the account as possible and we will do our best to assist.
Once you login you will see "Questions" clicking on that button will list any Incidents that you may have submitted to the Service Desk associated with that particular "MyStuff" account.
To Save a copy of each will require that you click on each Incident Number and view the Incident in question. You have the following options in saving a copy for your personal Archival purposes...
1: Press the "Print Question" option listed in the lower left column of the incident and print a hard copy.
2: Press the "Print Question" option as noted above and, depending upon your Browser and OS press "File" then "Save As" in your Browser toolbar. (Depending upon your local configuration the resulting file may be named xxxx.php) Save the file as either a .html or .txt file.
3. Simply use the "Save As" option from the first ticket view, without pressing the "Print Page" option, this however results in a less friendly version of a saved file.
As the final saved file will be greatly influenced by your local configuration, Operating System, Browser, and/or Version, it is recommended that you experiment to achieve the most satisfactory result for your personal needs... YMMV ;)
Deb
- That'll be 80k please ..... choke
This switch satisfies our need to customize the software, which helps us to ensure the best possible solution for the FutureQuest Service Desk while dramatically reducing the costs that we would incur if we were to continue with the RightNow Solution. The new software will be powered by kayako websolutions (http://www.kayako.com/).
The kayako (http://www.kayako.com/) solution will continue to permit emails to be sent directly to the Service Desk from your personal email clients as well as accepting email from the web based forms, It also will assist FutureQuest in further integrating the faqs, tutorials, announcements, and file downloads into one easy to find location, as opposed to having to look both on Aota.net and on the Service Desk to locate this type of assistance. We think those of you who take advantage of the FutureQuest Service Desk and Tutorials will find this change to be a valuable step in the right direction :)
As there are still some modifications to the software being polished in the background, a confirmed date for the switch has not yet been established, however, I can tell you it will be completed by Feb 4th, 2004.
NOTICE: RETRIEVING AND SAVING YOUR MYSTUFF FILES
As a result of the switch from the RightNow Technologies based Service Desk, the "MyStuff" area will not be available after February 4th, 2004. We cannot guarantee that this area will be available after Feb 4, 2004. Any past Incidents that are located within the "MyStuff" area that you wish to retrieve must be done prior to Feb 4, 2004 as FutureQuest will not be archiving that area for retrieval purposes.
If you currently have a "MyStuff" account and wish to save copies of past incidents you will need to access your "MyStuff" area using your username (email address) and password. The username and password for the "MyStuff" area are not directly tied to your FutureQuest hosting account as this area required you to setup a separate account and was not initiated by FutureQuest.
http://service.futurequest.net/tech/support.cfg/php/enduser/acct_login.php
If you have lost or forgotten your "MyStuff" password there is a Lost password retrieval option, also on the login page listed above. If you are certain that you have created a "MyStuff" account and cannot remember your username (email address) associated with your account send a request to Service@FutureQuest.net with as much information regarding the account as possible and we will do our best to assist.
Once you login you will see "Questions" clicking on that button will list any Incidents that you may have submitted to the Service Desk associated with that particular "MyStuff" account.
To Save a copy of each will require that you click on each Incident Number and view the Incident in question. You have the following options in saving a copy for your personal Archival purposes...
1: Press the "Print Question" option listed in the lower left column of the incident and print a hard copy.
2: Press the "Print Question" option as noted above and, depending upon your Browser and OS press "File" then "Save As" in your Browser toolbar. (Depending upon your local configuration the resulting file may be named xxxx.php) Save the file as either a .html or .txt file.
3. Simply use the "Save As" option from the first ticket view, without pressing the "Print Page" option, this however results in a less friendly version of a saved file.
As the final saved file will be greatly influenced by your local configuration, Operating System, Browser, and/or Version, it is recommended that you experiment to achieve the most satisfactory result for your personal needs... YMMV ;)
Deb
- That'll be 80k please ..... choke