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SupportSuite fixes blank Yahoo email problem... finally?

Fri, 01 Sep 2006 09:22:57 -0400

After being first reported in April of 2006 (in this forum post), Mahesh Slaria from Kayako told the community how to fix this problem by changing some code (it is not fixed in the current stable build).

For a while now we've had customers with @yahoo.com email addresses complaining about receiving blank emails from our ticket system... after looking at the Kayako forums (we use Kayako support-suite) we found that other Kayako customers were experiencing this as well.

Finally, around 4-5 months later we get a solution:
"Blank email issue is just due to HTML encoding, you can change 'html_encoding' to '7bit' or '8bit' in en-us.php at locale folder of SupportSuite."

Sure enough, we tried it out and it fixed the problem!

The Future of SaaS, and What Puts ThinkFree Ahead of Google

Thu, 08 Mar 2007 18:30:00 -0400

ThinkFree is way cool! I signed up for an account earlier this week, and its web-based spreadsheet, word processor and slide presentation apps work beautifully. TJ Kang, the company's founder, has been developing office productivity software since the 1980s, and it shows.

Founded in 1999. ThinkFree spent its early years as a desktop software company. Its online edition was released in April 2005. Now the LA Library offers it on 2,200 computers across 71 branches, and NHN, a Korean telco with 20 million subscribers, has integrated the product with its email system. In addition, over 250,000 individual users have signed up for accounts.

Unlike Zoho, which offers an amazing breadth of hosted services, ThinkFree focuses on three applications - but makes them available in more forms than you can imagine. Let's count them:

1. The ThinkFree-hosted edition

2. The server edition (for self-hosting by enterprise customers and on-premise hosting by telco and ISP partners)

3. The iPod edition (so that you can travel with your sales presentation, but not your computer)

4. The USB edition (which allows you to edit documents on someone else's computer without leaving any trace of your work after you disconnect)

5. The upcoming premier edition (which allows synchronized online/offline document editing), and

6. The also upcoming SMB edition (which allows companies to create groups for different sets of employees to share different documents).

All of the above offer round trip compatibility with Microsoft Word/Excel/PowerPoint.

But I think what makes ThinkFree really, truly awesome is the company's idea of what SaaS should be like. VP Marketing Jonathan Crow says that one of his most important priorities is DocExchange, a shared repository of user-submitted documents. Because there's more to online collaboration than sharing documents with people you already know. It's also about leveraging and building upon the enormous amount of collective knowledge out there - knowledge that would have been inaccessible without SaaS. SlideShare and Swivel will have to watch out; as DocExchange evolves, ThinkFree users will be able to view public slides/datasets/documents - and reuse them on the spot.

This is as exciting as Amazon's EC2 machine image sharing announcement earlier this year. As Amazon puts it, sharing accelerates community-wide innovation. Not coincidentally, ThinkFree's document viewer runs on EC2, and DocExchange files are stored on S3. (SlideShare is an S3 customer as well.)

Earlier today Dennis Howlett wrote that being a Connector (in the Tipping Point sense) is part of every service provider's job description. Some connections are specific (you could introduce two customers to each other), others are sort of self-organizing (SlideShare making customer A's knowledge accessible to B, C and D through tags, auto-recommendations, etc), and still others are implicit (Freshbooks making aggregated invoice data available to customers within the same industry).

In the future of SaaS, I think, winning vendors will get ahead by being the best Connectors rather than the snazziest technology providers. (Which is why biggest community wins.) ThinkFree is well on its way. Google will most likely catch up. And Zoho; I'd bet on that. 1&1 CEO Andreas Gauger tells eWeek that he hopes to generate more SaaS than hosting revenues within 3-4 years. Could it happen? While he's got a sizable customer base, he's far from being in the Connector business. If I were him, I'd give TJ a call :)

But, what is going to determine web hosting that is truly affordable? It cannot be only cost.

July 2006

Mon, 10 Jul 2006 12:58:21 -0400

Table of Contents Encouraging Referrals Game Hosting Summer Slowdown The Virtual Hard Legal Q&A A Tale of Three Companies

DomainSite

Tue, 12 Feb 2008 18:04:12 +0000
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Traffic Spike, And Make Sure Your Host is Prepared

Thu, 12 Jun 2008 23:26:34 +1000

Who said the “old media” is dead and the “new media” has already won the race?! By no means! A PR stunt at A Current Affair (a TV programme in Australia, but don’t ask me about it as I don’t even have a TV at home) this evening featured a few shopping related websites, which sent a huge surge of traffic to one of my sites.

Check out this graph taken from Cacti:

Yeah. That was the expression I had when I checked the server health after dinner tonight (what better can you do for relaxation? :) Initially I thought some scrapper is hammering my websites, and I had such incident a few weeks ago when someone behind Comcast from Seattle trying to download every page of my website. That was easy to spot and easy to fix.

However in this evening’s instance, traffic are coming from everywhere. Scanning through the web server access log found that they are all searching for a specific phrase, which one of my page came out at #2 in Google Australia’s SERP, whereas the actual site is at #1. But then why people bothered to check my short review instead of going to the actual site?

It turns out, after they have been featured at A Current Affair this evening, their Drupal-powered website could not cope with the traffic spike, and pretty much instantly their hosting company, Jumba, turned the switch off and suspended their shared hosting account. Ouch. They finally got onto the national television, but they weren’t prepared — however thanks for sending traffic my way :) Over the 2 hours span there were around 4,000-5,000 visitors where I normally get only 200.

How’s my server coping? Not an issue — the 15 minute load average jumped from 0.1 to 0.2 and that was about it. Not that I am anticipating any traffic spike (hey, A Current Affair people — you know where to contact me :) but it is always a good idea to know much traffic your current set up can handle, and make sure you leave enough rooms for potential Digg, Slashdot, StumbleUpon or featured on Television.

Writing is something that has to be enjoyed. And with pm forum, we have indeed enjoyed writing all that we know about it. We wish you also enjoyed yourself.
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