July 12, 2022
This notification is primarily intended for administrative users
A major upgrade is coming to Knowledge Tracker. There is some action required on your part to use the new system, but we're here to help, and I promise it will be worth it! The upgrade will be applied one account at a time, so we can pick a time convenient for you. We hope to finish with academic clients by mid-August, before the fall rush.
We've completely rebuilt Compendium's systems on a new platform, and the result should be faster, more convenient, and more modern in every way. It will also allow us to be more responsive at improving the system and adding new features.
If you'd like to preview the new system, just let me know and we can schedule a demo.
There will be changes to public contact forms and ticketing, but I hope you'll agree it's a major improvement:
Thanks,
Ben Myers
President
Compendium Library Services LLC
Contact Us
This notification is primarily intended for administrative users
A major upgrade is coming to Knowledge Tracker. There is some action required on your part to use the new system, but we're here to help, and I promise it will be worth it! The upgrade will be applied one account at a time, so we can pick a time convenient for you. We hope to finish with academic clients by mid-August, before the fall rush.
We've completely rebuilt Compendium's systems on a new platform, and the result should be faster, more convenient, and more modern in every way. It will also allow us to be more responsive at improving the system and adding new features.
If you'd like to preview the new system, just let me know and we can schedule a demo.
There will be changes to public contact forms and ticketing, but I hope you'll agree it's a major improvement:
- Hosted forms. Previously the KT ticketing system relied on contact forms built and hosted by libraries, which then submitted requests to our servers. For security purposes and based on modern web practices, this will no longer be possible. All contact forms will be hosted and maintained in Desk Tracker. This is a good thing, because you'll be able to manage forms yourself (similar to Desk Tracker), then either link directly to the form or insert the forms on your website via a handy HTML widget. More on this below.
- Ticket reporting system. The KT ticketing reporting
system will be merged with Desk Tracker's statistics
reporting tools. This should make it much easier to filter and
visualize ticketing data. Where possible we can manually rebuild
your saved ticket reports in the new system as part of the
switch.
- Knowledge Base / Published Answers / FAQ. The
FAQ system will be removed due to lack of use. If you're
interested in working with us to build a future solution along
these lines, let me know.
- Security Rules / Security Groups. The old
system gave the option of very granular, rule-based control over
staff access to pages, menu items, etc. The new system will have
simplified and hopefully less confusing set of permission
options. If you rely on very granular control over staff
account permissions, let me know and we can discuss a solution.
- Before the switch:
- Send a list of contact forms to be rebuilt, along with
any special concerns. All external contact forms must be
rebuilt within your new Desk Tracker account, and we're happy
to do that for you as part of the switch. Please send us a
list of these with URLs. If you feel you you have a situation
where a contact form must be hosted on your website,
or have other concerns, please let me know and we will discuss
a solution.
- Save any "drafts". The new system will handle saved drafts of ticket responses differently, and any currently saved drafts you have will be lost. Boilerplate text will be migrated over and does not need to be saved.
- After the switch:
- Change your Knowledge Tracker bookmarks to the new URL.
I will reach out individually to schedule the date and time of
your URL change, and it can be done off-hours. There will be
short (hopefully less than 10 minute) disruption while we
disable your old account and sync the data over to the new
platform. As with anything of this nature, the unexpected can
happen, but we'll be here to help.
- Change passwords. Each user will need to
change their password when signing in for the first time.
Strong passwords will be enforced, but the "remember me"
option will be improved, so desk staff shouldn't need to sign
in again.
- Review staff account permissions. User account
permissions will generally be migrated over as-is. For
example, if an account has or does not have access to
ticketing, reporting, or
administration, that will continue to be the case. However
since "security rules" are going away (see above), you will
want to review staff account access if you currently use
these.
Thanks,
Ben Myers
President
Compendium Library Services LLC
Contact Us