R
Robin
under review
R
Robin
Hi jimmy (nvgcom)
The current situation is that SDv1 is extremely odd and the code behind it is incredibly bad with many limitations. This was originally based off of osTicket 1.9 from memory with a vast amount of improvements and features that really were not service desk related which made it extremely bloated and slow.
SDv2 was started before I took the role of Product Director, and was not fully under my wing until recently due to changes internally.
Now I have the product under my wing, I have a new team looking into SDv2 and it's differences compared to the original project which you rightly say is Faveo Helpdesk Community Edition.
I do not have the information back yet on ETAs right now to answer you, but very aware I have been dragging my heels on this for you due to internal changes.
What are the killer features that SDv2 is missing to stop you using it?
PS
What is your use case for https://www.bookstackapp.com as I do not understand the above.
j
jimmy (nvgcom)
Robin: Thank you for the reply, I opened many tickets with each issue, we're going to try another service desk while SDv2 is being worked on, feature parity with SDv1 would be perfection, we'll keep watching as we love comodo and have been together for a long time now and we want to be back to everything under a single house.
Would you know a way to redirect the device tickets to our support email?
R
Robin
jimmy (nvgcom): Hi Jimmy,
totally understand, and this is what we want for sure as well.
I have just personally finished having a look at Faveo and they really have pushed the boat out recently; so we have a lot to do!
On the external sending for tickets etc, of course we can and I'll reach out via email on this.
R
Robin
Hi jimmy (nvgcom)
I'm running through a lot of planning as we speak. I shall get you an update today on this.
R
Robin
Hi jimmy (nvgcom)
Could you please explain what your exactly asking for and how this would be used?
j
jimmy (nvgcom)
Robin: Similar to in service desk v1.
Example, we have employee that is onsite IT only for that 1 company, so he is an agent for us, but part of that customer
R
Robin
jimmy (nvgcom): Interesting..... We have a part of the system already have done and partly released that allows this across the platform and SDv2; but it is not designed to allow "staff" to be created as a "user" as such.
Would this not be better for us to give a "primary" contact or agent for a customer?
j
jimmy (nvgcom)
Robin: The main issue here is the service desk v2 just isn't usable too many features are missing or dont work compared to service desk v1, but service desk v1 is unusable in current state for us with the delay of ticket creation which service desk v2 has fixed. (although fixing microsoft 0365 in service desk v1 would help)
KB is a joke in SDv2 and we've had to switch to https://www.bookstackapp.com/ as an alternative forgoing any integrations we were looking forward to with the whole comodo platform.
Ticketing which is the main part of the service desk doesn't work for day to day operations, the main project (https://www.faveohelpdesk.com/) your ticketing is based off has updated itself to resolve a lot of issues but they don't seem to be making their way down to comodo/Itarian/xcitium
Is there any reasonable time line for service desk v2 to be functional? I'm okay if there is not but I'd like to know so I can get our own solution up and running instead of limping along here as we are currently
R
Robin
jimmy (nvgcom): Let me get a meeting with the team and flesh out where we are and I'll get you a full update.
j
jimmy (nvgcom)
Robin: Great thank you.
j
jimmy (nvgcom)
Robin: Any update?
j
jimmy (nvgcom)
Robin: feel free to email the update, I have not heard anything back?