Journal Xerithane's Journal: Knowledge Bases and Customer Satisfaction software. 8
This market is tapped for commercial products and is extremely lacking in the open source arena. Email (that capitalization is horrible) management is just one piece to it, the other parts is a quick and efficient interface for the agents. No sense in separating the two out, as most problems are easily resolvable by viewing the knowledge base. Then, you sound like a total asshole if you just point customers to the knowledge base, so you have to integrate it into a personalized email.
This makes an interesting situation, one that I will start playing with and releasing open source after my current project starts operating. I'm "writing" an exim+courier+mysql email management system off and on, and by writing I mean that I'm just scripting some stuff and putting a wrapper over the database so it's easy to maintain. It's pretty cool, and I call it Mr. Mail (It's fun to say, try it.) so when it actually works, you guys can see that up on nerdfarm.
So, since this is going to be a full-blown open source project I'm just putting the feelers out if anybody has any particular knowledge base or email management system in the open source (or even proprietary) realm that they like and enjoy the features. Also, if you want to help code or do UI stuff, send me an email or IM, or just reply, and when I get time I'll give you the rundown on MagicBox and the MB::Templates. The basic syntax is pretty easy, just <% macro [condition]/%> or <% macro [condition] %> CDATA <% macro end %> -- nice and easy to work with.
Something that will probably start happening around Thanksgiving or so. And I'm sorry to say that all work on QShogi has stopped for the time being, which makes me a touch sad because it's a fun game. I haven't even played Shogi on a board in weeks and weeks. It's all worth it, though.
And my wrists are feeling better after taking the last couple hours off and getting a massage (I love my girlfriend, thank you.)
Uh dude? hey, over here. (Score:1)
Or just straight driving through this stuff?
Cause you seem pretty damned intense lately. Or maybe it's just me.
Re:Uh dude? hey, over here. (Score:2)
A bit, as much as is necessary. I am working less than when I was doing the start-up thing, and I'm sleeping regularly which is the key. Since I'm also working out of the house, it makes commuting a breeze. I'd be bullshitting to say I wasn't stressed out, but I still feel happy. I did go out yesterday to just have fun, and that was the first time in a while and boy did I need it. Pool is a good way to relax. I think I may go down and play some chess sometime soo
Re:Uh dude? hey, over here. (Score:2)
Re:Uh dude? hey, over here. (Score:2)
I am fully aware that I am in full-blown asshole mode. It's hard enough to be caring to those close to me, being soft and fuzzy online is even less likely to happen now than it does usually.
Re:Uh dude? hey, over here. (Score:2)
wrists (Score:1)
Do you type Dvorak or QWERTY ? I was having major wrist problems and I switched from qwerty to dvorak , and the wrists have been a lot better since! Good luck on the code projects!
Re:wrists (Score:2)
I type qwerty, it is more efficient for code I think. I don't really have the time or patience to learn another keyboard map unfortunately.
I think I'm going to go buy the IMAK SmartGloves today, they've gotten great reviews by.. well, everyone.
OSS (Score:1)
Actually, when looking for the sort of software you are about to write, I found RT/RTFM which looks quite good (but I never came around to actually install it). It's a ticket system (RT) with integrated knowledge base (RTFM). Might be what you're trying to do.
RT/RTFM [bestpractical.com]