We have been a little quiet lately, mostly because we have been busy. We are in the process of upgrading a lot of our infrastructure: we bought shiny new servers, with lots of RAM, SSDs and myriad of other goodies, and we are installing them in our datacenter, configuring them, and slowly moving our different services to them. All of this takes time, as we are also upgrading our deployment process (we’re moving to Docker, for those interested). So there are a lot of balls in the air and this work will continue way into January. This slows down the development of new features and bug fixes, but it’s all for the best, I promise!
With that being said, we haven’t been idle on Tender proper either.
We recently spent a few days optimizing our search cluster. There were a couple of low hanging fruits and we got a 100% improvement: not too shabby!
Some teams are really busy, with dozens of agents buzzing and humming at any time. If that’s your case, distributing workload can be challenging. So today, we are introducing a small change that should bring happiness and joy to those hard workers: in the assignment dropdown, next to the name, you will now see the number of discussions open assigned to this supporter. This way, if Tom is under water, but Marry ahead of schedule, you know who to give the next one too. It is a small improvement, but it should definitely help.
We also deployed a couple of improvements to our spam engine that should reduce false positives.
While we are on the subject of spam, I have a couple of public announcements:
If you have issues with spam or false positives on your site, please let us know. We have full control over our spam engine and we can usually improve things for you. Sometimes it’s just bad configuration, but sometimes a rule needs to be tweaked, and we can do that too. Many people contact us after months of suffering, when we could have fixed their problem the day it happened.
If your spam folder has grown to unspeakable proportions, we can empty it for you. The best way to keep spam in check and customer happy is an empty spam folder. We recommend that you go through it regularly (every day if you can), restoring false positives and deleting the rest. By keeping it empty, you can make sure you never miss anything. You can also get a better idea as to whether the spam engine is doing its job correctly or not, which leads back to point 1. So if your spam folder is not empty, contact us: we’ll empty it for you and you can start fresh and renewed. You know 2014 is coming: let this be your new year resolution! (Well, one resolution at least. Enjoying life a little more should be on top of your list).
Ho Ho Ho