Our maintenance and support services are provided for the major versions of our products. As part of the maintenance cycle, the major versions receive a number of minor updates focusing on enhancing existing basic product features and providing limited new features, as well as remedying bugs. Interfaces are only extended in a way that ensures they remain compatible, or modified in the case of problems.
What's more, advanced support (LTS – Long-Term Support) can be purchased for the major versions. This provides updates for serious security loopholes and includes minor maintenance for KIX Pro versions where the mainstream support has been discontinued.
Version 18 of KIX
During the 6th user conference in November 2018, we presented the new version of our KIX product range, comprising KIX Start, KIX Pro, and KIX Cloud. Since then, it has developed into an intuitive and adaptable solution for technical service. It provides all key basic features for enabling you to work more efficiently and increase service quality – straight out of the box.
KIX Cloud always contains the latest KIX Pro version as the basis to ensure it is always covered by the mainstream support. The releases are published regularly every 4 to 6 weeks. The update service, which is included, imports them automatically into the respective clouds, which eliminates the need for manual imports.
We will continuously expand the range of features over the coming months and add a host of features for IT service.
A selection of new features from recent releases for version 18 of KIX are listed here:
FEATURE RELEASE 18.14
Individual contact and organization data (KIX Start/Pro/Cloud)
Dynamic fields are available on business objects Contact and Organization and allow to collect extended information
better handling of contacts and customers with more complete information
more integration possibilities like foreign IDs and jumps to ERP/CRM
additional information on contacts about origin or for further use and integration KIX
Improve FAQ usability
More appropriate FAQ entries, matching the content of the request and device or service
Faster response to requests with defaults
adaptive and modular answer templates via FAQ
Automation Complex ticket workflows (KIX Pro/Cloud)
Improved process support in KIX18
Support for complex workflows and automated feedback from subtasks
Completion of the KIX construction kit for mapping workflows and processes
Configuration Self Service Portal (KIX Pro/Cloud)
suitable appearance of the Self Service Portal
Use of one KIX to support different customers Customers to support but still create an individual perception
Improvement of LDAP/Active Directory connection (KIX Start/Pro/Cloud)
more complete and easier LDAP/AD integration
Other and bugfixing
FEATURE RELEASE 18.13
Generation change launched
Data migration KIX17 to KIX18
Automation & Workflow
Asset Jobs and External Asset Numbers
Webhooks - Outbound (Pro, Cloud)
Agent Portal - User Interface
Configurable item actions (Pro, Cloud)
Easy revision of detail views (Start, Pro, Cloud)
Kanban and calendar view in teams (Pro, Cloud)
Target/actual comparison of time spent on ticket (Pro, Cloud)
Generic list sidebar element (Start, Pro, Cloud)
Ticket action "summarize" and summarize as collective action (Pro, Cloud)
Attachment preview on ticket items and assets (Start, Pro, Cloud)
Usability and performance
Version 17 of KIX
Version 17 of the KIX service software for expert IT service is available as KIX Start (the community version) and as KIX Pro (the business solution). In addition to offering comprehensive management of service jobs and Service Level Agreements (SLA), its features also include many services for efficient support during service provision. Version 17 of KIX Pro is quick to implement and can be supplemented with numerous add-on features.
Alongside our work to enhance KIX in version 18, we will provide support for version 17 of the KIX service software, with new features and bug fixes, up to and including 2022.
A selection of new features from recent releases for version 17 of KIX are listed here:
FEATURE RELEASE 17.14
Improved handling of the CI graph - among other things, templates can now be stored
Possibility to share (edit, delete) article flags between multiple agendas
Improvement of the ticket collection action by providing text modules in articles and the possibility to also trigger the observing via the collection action
FEATURE RELEASE 17.13
Structured customer portal for a better overview of templates and processes
Possibility to query customer satisfaction at ticket closure
Sync of links
Improvements in handling large amounts of data
Preconfigured mappings for Baramundi / VMWare Airwatch