DJ
Daniel Jebaraj
Syncfusion Team
March 13, 2003 09:10 PM UTC
Hi Charles,
Thank you for your feedback. The main reason that we steer users towards Direct-Trac is that it makes it much easier to maintain a usage/support record on a user by user basis. It greatly helps our support engineers (and users) when they have complete support interaction on record.
What is missing from the Direct-Trac interaction is that most resolved issues do not make it into our knowledgebase. The reason quite simply is that our KB interface is quite limited and does not have support for versioned questions etc. We are working to correct this. Our next generation website will have version specific KB capability among other things. When this becomes available issues resolved through Direct-Trac will become a part of the KB always.
We should have the new KB site up in about 6 weeks time.
Best regards,
Daniel Jebaraj
Syncfusion, Inc