On most Fridays at lunch time Jive hosts an engineering-oriented talk and supplies pizza. Topics have included cool technologies people are exploring, deep dives into the design and implementations of functionality, overviews of new product capabilities, and even the ways in which other parts of the company work.
This past Friday we had a special guest, Dietrich Ayala of Mozilla, who gave us an overview of HTML 5 and the current and planned capabilities for Firefox as it applies to HTML 5. He covered a bunch of features of the standard, including <video/>, <audio/>, <canvas/>, Web Workers, drag and drop support, WAI-ARIA, storage, cross-document messaging, native MathML and SVG capabilities, and more. He also mentioned the html5-pdx Google group as a great way to connect with others in the Portland area.
Thanks Dietrich! We really appreciate you taking the time to talk with us.
Recently I met with some of our current customers to talk about what is working, what isn't, and what could be improved in the Supportal. This post outlines the major hit items, as well as shows a list of the smaller features that are being considered for future versions of the Supportal. Thanks to everyone who helped, and I would appreciate any feedback / ideas on the items that are outlined below. If you haven't checked out the most recent feature, Issue Tracking, please do so as well.
Thanks and enjoy!
The top requested features / improvements were escalation, customer dashboard, and improved case filtering / sorting. To address these in more detail:
Currently there is not a Supportal functionality that lets a customer alert Jive that an issue is in need of additional immediate attention. You can create a Sev 1 issue (which does get our attention) but after this, if the case is long running or if it was not created as a Sev 1 initially, you need to call the Support line directly. Other avenues are not as effective since they are not directly to Support: contacting an account manager is still an extra step, and bumping a thread with a new reply does not notify Support of any status change. Building an escalation process into the Supportal is what we intend to do, and it will likely be as simple as your clicking "Escalate this" and providing an explanation. That message would be sent to your account manager as well as the Support manager.
Metrics can be very powerful within a support portal, especially when they are related to the health of your site and your interaction with technical support. One frequently-requested feature is a roll-up displaying the past month's cases, including number of Sev 1s, top case reason, top case submitter, average response time, average resolution time, and many more. Viewing this information on a weekly, monthly, quarterly, and lifetime basis would be ideal, and we'll see what we can do!
You need to find the cases that you are interested in, and right now that is a difficult task when you want anything more than just the open cases. The cases tab has just scratched the surface with filtering (current options are only "closed," "waiting on customer," "waiting on Jive," and "all'") and we fully intend to add additional filters like "my cases" and "only open" but also include advanced sorting. Many of you requested sorting on all columns of your support space, and that seems like a very valid request and is something we are aiming to do.
The secondary issues included exposing case reasons and improving our issue-tracking integration. Case reasons are tracked internally, but exposing these will allow us to report them on the customer dashboard to answer questions like "How many bugs have we ran into in the past month?" or "How many customizations questions have we been asking lately?" And after the initial Supportal 3.3.0 brings back Product Issue tracking!, we would like to have cases be updated automatically when the issue assigned to them has been closed.
Next up is a list of one-off features that will be evaluated and implemented in the future.
The inaugural JiveWorld conference in October will include a technical track that will be chock-full of valuable content. I'm putting together the agenda for the track and am looking forward to starting to share details in the weeks ahead. But in order to make this conference great, we need your help. Are you the Jive technical guru at your organization? If so, we want you to participate in the tech track of the conference by becoming a speaker.
The conference will be a fantastic place to share tips and tricks as well as to learn how to get the most from the Jive platform. Interested in being a speaker but not sure about a topic? How about performance optimization tips or stories? Or, share details of the Jive customizations you've done. I'm looking forward to reading through your topic ideas and see you in October!
Hey there, Support Community!
We are very pleased to announce the release of a much requested feature...Product Issue Tracking! With this new functionality you will be able to track cases that have associated issues and view the status of the issue including the fixed versions! Here is an outline of the two major new features coming with this new release of Jive's Supportal.
This is now in the sidebar of a case. We are removing the bar which showed the static text of the cases and are now showing various information about the product issue, all in real time.
Here is what was previously displayed:
And here is the new view:
This allows you to quickly see if you have open or closed issues in a case. Also, if desired, you can click the "Show Details" link to expose some additional information about a product issue. It will look similar to this:
This will also show in others' public cases that have product issues attached to them. Please use public cases and spread the knowledge!
We have also added a new tab to your account's secure space which shows a list of all cases that have at least one open product issue assigned to them. This means that you can now actively check on cases that have open issues and get real time data on them! Is it fixed? Is it still open? Check out this new functionality today! You will also have the opportunity to view all cases associated with closed product issues, as well as their resolution and fix version(s).
If you have a long list of issues, you'll notice the details box follows your browser window down, and the green highlighting tells you explicitly which product issue you're currently viewing.
If you have any questions, comments, feature requests, bug reports, etc., on this new and exciting functionality, please leave a comment or head to our Supportal Feedback space.
Thanks and enjoy,