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Some pre sales questions

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Koen Bok

12 Sep, 2009 08:53 PM

Hey people at entp. We here at Sofa are looking into using tender for supporting Versions and a new upcoming app we have. We've been playing around a bit and had some questions/observations we wanted to share.

• We currently use gmail for most of our support. Is there a good way of getting everything tender so we avoid having to go through two different places to find old conversations.
• We think the faq/knowledge base article suggestion is very important and we were wondering why it wouldn't start suggesting articles as soon as you type the title (like on stackoverflow for example). This way you can avoid that people have to type up and entire question and can help themselves right away.
• Why does the suggesting only work based on keywords and not on quality fulltext relevancy searches. Now it seems to forces us to write lots of small kbase articles with applicable keywords for good results while sometimes it makes sense to have larger ones (for example with a getting started document).
• Is there a way to make suggestions take into account the public issues in the forums?
• We have multiple apps, so it would be great to have one account that shares those. Any plans for that?

1. 1 Posted by rick on 14 Sep, 2009 03:41 PM

   
   1. You can forward the email from gmail into Tender. If you are receiving support requests from personal addresses, you can forward them to your group [email blocked] address. If your email matches the email in Tender, the discussion will appear to be the person that emailed you, not you.
      
   2. This is under consideration.
      
   3. We use Sphinx for indexing. It returns results ranked by relevancy.
      
   4. I'm not sure what you're getting at? You want it to return suggested public issues too?
      
   5. I don't see us adding an extra level of hierarchy. The only limitation we have for multiple projects is allowing you to post issues in a single Lighthouse project only. Otherwise, you can create as many categories and FAQ sections as you like.
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2. Courtenay closed this discussion on 20 Nov, 2009 09:40 PM.