We have been working on a new site for many months now and it is nearly complete. Web development is not overwhelming, but we do prioritize and many of the web projects were frequently put on the back burner as we focus on customer support. Well, we have aggressively pursued the completion of the new site, and it is done (well, more like version 1.0).
Apart from a fresh look and updated content we have added new features. For instance, the TrialWorks Labs section will slowly grow with quick Flash-based "How To" guides to TrialWorks. We are still working on adding the knowledgebase and updated documentation -- all that will come soon.
One of the largest new features is the TrialWorks nWeb Account Manager which consolidates upgrade distribution, trouble tickets, and customer features into one main site. In future releases of TrialWorks, starting with 9.37, users will be able to automatically log-into the site directly from TrialWorks, but for now QuickAccess links are easy to make and speed up the log-in process; it requires a serial and registration number.
Our trouble ticket system is back, and developed in-house. Traditional trouble ticket systems typically allow for submission and then dialogue between user and tech; we decided to limit the function only to problem submission. The rationale is that we find communicating by e-mail and phone are the two most convenient and effective wasy of dealing with issues, so the online ticket system is an expansion of the existing procedures. We encourage you to use the ticket system instead of e-mailing techsupport directly to make it easier to track messages.
We hope you enjoy new features and look forward to feedback.
/kj author
