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As part of our huge overhaul of EIRCA Live! we will be replacing the current ticket system, Ubersmith, and are almost ready to go with the new solution.

The question will no doubt arise, so I’ll tackle it here.
Why leave Ubersmith?

There’s no short answer, it’s due to a number of problems that have raised their head over the last year. No client-side issues were apparent but the backend was littered with them. From an antiquated staff interface that was meant to be updated/replaced over a year ago, to the severe lack of customization, Ubersmith as a product looks to be on its last legs.

Ubersmith, as a company, have a new product: “Ubersmith DE”. Unfortunately, this product has now apparently taken over all development work done by the company and the “pro” version, despite its hefty price tag, has been allowed to go with one minor update in 18 months. That’s just not acceptable.

With our growth over the last 4-6 month breaking every record set internally over the past seven years, we feel that staying with Ubersmith would be naive and, dare I say it, foolish.

The new support center is 98% ready. The last  task is the importing of clients and services.

Stiofan posted in our forum discussion topic with a screenshot (you must login to view it) and, as you can see, the integration is with the EIRCA Live! portal as a whole.

An announcement will be made very soon regarding the switch over to the new system. It is important to note that we will be keeping the ‘old’ support center active for a number of months in order for people to have a historical view of their tickets.