Plugins for Entourage?
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Plugins for Entourage? - 8.Nov.2008 8:28:15 PM
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rneuschul
Posts: 17
Joined: 1.Nov.2008
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Given that one can set up Entourage to talk to Exchange in a manner that's analogous to Outlook/Exchange, is there a means of allowing it to use to the GFI MailArchiver database in the same way as Outlook does - as a "folder" - either via a plugin or by a configuration option in Entourage itself?
Robert
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RE: Plugins for Entourage? - 7.Dec.2008 7:09:44 PM
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ptinterface
Posts: 12
Joined: 24.Oct.2008
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I'd LOVE to see some support for Entourage also. The client in which I just set up Marc5 (upgrading today to marc6) has about 50 Mac entourage clients. Love to see even some basic entourage connector support for this.
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RE: Plugins for Entourage? - 8.Dec.2008 6:34:40 AM
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rneuschul
Posts: 17
Joined: 1.Nov.2008
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Given how long my original enquiry has been sitting here unanswered - or how long many other issues and enquiries sit here either completely unanswered or unresolved after several exchanges of messages - I have to conclude that GFI aren't especially concerned either about tech support OR about customer relationship management issues.
This forum is a public interface that's visible to the world; what do you suppose such lack of responsiveness says to the world?
If GFI can't be bothered to support actual or potential customers in a meaningful fashion then why should I be bothered to recommend or use their products in our clients' business critical environments?
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RE: Plugins for Entourage? - 8.Dec.2008 4:53:40 PM
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John Letourneau
Posts: 1264
Joined: 28.Apr.2008
From: Clayton, NC
Status: online
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rneuschul,
Troubleshooting through forums at time is a very difficult manner that takes several exchanges and possibly taking things off forums due to privacy concerns to resolve issue. At this time we do not have any Entourage plugins though I will submit this as a feature request to development for you.
_____________________________
Regards,
John Letourneau - Senior Technical Support Representative
GFI Software - www.gfi.com
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RE: Plugins for Entourage? - 8.Dec.2008 5:55:24 PM
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rneuschul
Posts: 17
Joined: 1.Nov.2008
Status: offline
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John
As former senior systems architect and CTO for several companies I've been responsible for creating and running multi-million seat software support fora for global companies; I know exactly how difficult it can be to maintain service levels. I also know how important it is to do so and be seen to be doing so.
GFI do not treat this forum or their customers in a sensible or responsible manner. It is your MOST visible customer relationship support medium; what happens here is used by your potential and actual customers to continuously evaluate the quality of GFI as a company. If you don't treat us and the forum seriously then your customers will not take you seriously either.
Give me one good reason why I should trust our clients' business critical email in the hands of a company which has still not addressed or resolved issues that were posted more than 6 weeks ago?
This forum is not run in a professionally responsible manner. The issues aren't publicly acknowledged or ticketed, the threads don't get closure, there's no consistency in the handling of issues - one person one ticket through to a closure that's good for the customers. Users are often left waiting for responses from support technicians, sometimes for weeks. If a technician starts responding then they must be responsible for completing closure, even if someone else needs to participate: they should NEVER walk away from an unresolved issue.
If an issue has to go private for security or other reasons then close the damn thread by closing the ticket and saying publicly that it's gone private, and why. If an issue has no current resolution say so - immediately. When a previously unresolved issue gets a KB or other article, or a fix, announce it and post information to any relevant threads from the previous six months. If an issue or request needs to go on the wishlist then say so - instantly.
Make it the duty support technician's job to post a response to every new thread at 9am every morning giving an approximate response time for a substantive answer from the appropriate technical staff. Then make them the project manager for that thread and task them with ensuring that the relevant support people DO respond in the correct time limits. In other words make a commitment to service level agreements with your customers and start sticking to them.
This is a cultural thing: it needs to be fixed from the top down.
On the issue of Entourage and GFI: how long has Entourage been shipping? How long have Mac computers been integrating with or talking to Exchange systems? How long has GFI been making so-called professional mail archiving systems for exchange? And you've only just got around to thinking about putting a Mac client on the wishlist? I suppose if I were to ask for a WinMobile client you'd laugh at me and tell me to wait another few years. Whoever is responsible for strategy and product development at GFI they need a shakeup. MA is falling way behind the market.
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RE: Plugins for Entourage? - 9.Dec.2008 10:15:39 PM
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rneuschul
Posts: 17
Joined: 1.Nov.2008
Status: offline
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Thank you; the silence for over 24 hours illustrates my point quite nicely!
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RE: Plugins for Entourage? - 11.Dec.2008 10:52:59 AM
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Nicks
Posts: 2611
Joined: 17.Mar.2003
Status: offline
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Hi Robert,
Please rest assured that we do act faster on normal support calls / email requests. I do agree with you that we need to improve our response times on the forums, and it is something which is in our plans.
As regards Entourage support, we have added your request to our requested features list, thus giving more priority to this particular feature. This will be reviewed by the product manager whe planning for new releases.
_____________________________
Nicholas Sciberras
GFI Software - www.gfi.com
Messaging, Content Security & Network Security Software
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RE: Plugins for Entourage? - 11.Dec.2008 11:36:44 AM
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rneuschul
Posts: 17
Joined: 1.Nov.2008
Status: offline
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An assurance from you that you treat one means of product support differently to [better than] another is NOT grounds for resting easily; quite the opposite. It worries me greatly.
You've missed the point. Again!
As to the issue of Entoruage support, introducing such a module would only be about 5 years late, so heck, what's another few months going to matter, it's not urgent or significant or anything.
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RE: Plugins for Entourage? - 11.Dec.2008 12:06:08 PM
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bjanow
Posts: 8
Joined: 11.Dec.2008
Status: offline
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Even worse, in the new build Mac support is totally gone! No web (Firefox, IE, Safari etc) , no Entourage, nothing! Don't upgrade by any means. This is really, really bad.
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RE: Plugins for Entourage? - 14.Dec.2008 1:48:06 PM
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Encode
Posts: 20
Joined: 29.Jul.2008
Status: offline
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A disclaimer stating the purpose and scope of the forums would be useful.
Below is the one from Symantec's forums.
"PLEASE NOTE: this is a peer-to-peer discussion forum and not technical support. Usually customers come to the rescue. Other times, when they are available, a Symantec employee will volunteer his/her time to find and help solve issues just like any other member of the community. In some cases you might need to contact Symantec Support Services for 24/7 access to technical support professionals. You can also try using our Knowledge Base Search."
< Message edited by Encode -- 14.Dec.2008 1:54:31 PM >
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RE: Plugins for Entourage? - 17.Dec.2008 12:43:08 PM
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soundchick
Posts: 3
Joined: 16.Jun.2008
Status: offline
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If your problem is that urgent, then you need to be opening up a support case, not ranting on a mostly user supported forum.
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