The Pixifi Snapshot #2

Welcome to the 2nd edition of the bi-weekly THE PIXIFI SNAPSHOT 📸

Here's a sneak peek of the contents that follow:

📸 PRODUCT -- big migration of DNS servers to improve application reliability and load time, a rare outage from Rackspace motivated us to invest here and de-risk future incidents. Plus a range of bug fixes...

🤝 CUSTOMER SUPPORT -- a HUGE thank you for everyone's patience as we wrap up the implementation of our new support system with all historical support tickets (~8 yrs!) successfully migrated. Also, we are expanding the Customer Support team to better serve you!

👥 COMMUNITY -- the all-new brand ambassador program is set to launch late next week!

🎁 ROUNDUP -- the best-performing blog posts and support articles :)

Let's dive in!

📸 PRODUCT

Enhancements:

Our DNS servers now run on CO for greater reliability when loading and utilizing all aspects of the Pixifi application
Questionnaire file uploads now accept m4a files
Our support form within the app (Main Header Menu > ? > 'Ask a Question') now feeds directly into our new support software helping us help you faster

Bug Fixes:

Where event details could not be printed from the mobile app
Where listings of SMS triggers wrongly indicated they'd send to Clients when really they were configured to send to Staff or Vendors
Where dynamically-generated event names that included location names would not be populated properly
Where all-day events on Staff Availability Google Calendars would not be detected properly
Where events on Staff Availability Google Calendars would not block off booking page time slots properly

🤝 CUSTOMER SUPPORT

Let me start by saying, we SINCERELY appreciate everyone's patience as we transition support systems to better serve you. We understand this hurt our response time the last two weeks and there were other hiccups along the way while migrating historical tickets. We now have consolidated records that include all historical tickets in a single record for each and every user. This was indeed a step backward for a big leap forward and we hope you soon observe the improvement in service delivery (accuracy and responsiveness).

WE ARE GROWING THE CUSTOMER SUPPORT TEAM!

...and are well into the hiring process, though if you'd like to explore joining the team as a part-time Customer Support Representative, please reply here and I'll pass along the full job description!

Infrastructure Improvements:

As noted in the product section above, we now have all official Customer Support channels (email and 'Ask a Question' within the app) feeding directly to our support system. In addition, as noted above, all historical support tickets (~8yrs!) have been successfully migrated.

Support Content Releases:

Full refresh of step-by-step guides for the following modules and features:

👥 COMMUNITY

Pixifi Ambassador Program

This is well underway and set to formally launch with the Founding Members at the end of the next week. It's definitely not too late to join so please reply here if you'd like to explore getting involved!