TheHostingHeroes Posted December 22, 2009 Share Posted December 22, 2009 Hi Just a quick post! I've just moved from Kayako V3 to WHMCS for my support tickets, I've used WHMCS for billing for some years. For those of you wanting to move from Kayako to WHMCS, Support can provide you with a import tool that imports KB, tickets etc from kayako to WHMCS, its really simple to use too! 0 Quote Link to comment Share on other sites More sharing options...
Lethanialist Posted December 22, 2009 Share Posted December 22, 2009 Can I ask you what your reasons for switching from Kayako were? Was Kayako a poor choice for support software or was it more of the integration between Kayako and WHMCS? And finally, what do you think of WHMCS now that you have switched, in comparison to Kayako? Regardless of the answers to this thread, it's great to see some positive reviews of the WHMCS support staff 0 Quote Link to comment Share on other sites More sharing options...
mrcool Posted December 22, 2009 Share Posted December 22, 2009 I am guessing using a thirdparty support system could be a pain in away having 2 different passwords and user names and such .. 0 Quote Link to comment Share on other sites More sharing options...
Lethanialist Posted December 22, 2009 Share Posted December 22, 2009 I am guessing using a thirdparty support system could be a pain in away having 2 different passwords and user names and such .. I'm not 100% sure, but I think the loginshare/integration mods for WHMCS/Kayako correct this. 0 Quote Link to comment Share on other sites More sharing options...
TheHostingHeroes Posted December 22, 2009 Author Share Posted December 22, 2009 Can I ask you what your reasons for switching from Kayako were? Was Kayako a poor choice for support software or was it more of the integration between Kayako and WHMCS? And finally, what do you think of WHMCS now that you have switched, in comparison to Kayako? Regardless of the answers to this thread, it's great to see some positive reviews of the WHMCS support staff I am guessing using a thirdparty support system could be a pain in away having 2 different passwords and user names and such .. Correct to both of these. I moved as I wanted a single system more than anything too. 0 Quote Link to comment Share on other sites More sharing options...
cyberneticos Posted December 22, 2009 Share Posted December 22, 2009 We also switched, becuase WHMCS support finally has more powerfull features for WHMCS then Kayako for WHMCS. 0 Quote Link to comment Share on other sites More sharing options...
cenourinha Posted December 23, 2009 Share Posted December 23, 2009 We use kayako and it's great... WHMCS + Kayako is the perfect solution to have a great management and support environment. Using Kayako to receive all the e-mails in separate departments, etc... it really kicks ass! 0 Quote Link to comment Share on other sites More sharing options...
hpham Posted December 25, 2009 Share Posted December 25, 2009 Can you list some please? WHMCS support finally has more powerfull features for WHMCS then Kayako for WHMCS. 0 Quote Link to comment Share on other sites More sharing options...
cyberneticos Posted December 25, 2009 Share Posted December 25, 2009 -Listing products on same page as tickets -Being able to click on senders name to go directly to customer's summary page -Ticket rating BUT, you will be sacrificing features from kayako. Might seem a little hipocritical, but we're moving back to Kayako. The main reason why is becuase we want to start using Teamwork stuff. Also becuase Kayako has some features that now i'd rather have. Not becuase Kayako is better or not. Depending on what your needs are, you might find one more suitable than the other. I still think WHMCS support area could be so much better if they'd take care of crucial stuff like making admin notes more visible, allowing custom priorities, etc.. 0 Quote Link to comment Share on other sites More sharing options...
Neklawy Posted December 25, 2009 Share Posted December 25, 2009 I'm using whmcs and kayako but I'm like WHMCS support from kayako 0 Quote Link to comment Share on other sites More sharing options...
norgaard Posted December 26, 2009 Share Posted December 26, 2009 (edited) Interesting debate - my point of view is that very often most us think and talk about "how it is for us to use it" not so many is talking about how it could be and work for the visitors of our websites and the users of our services. I believe that most like most people prefer to log in only once - then they are in - they don't care of how many layers and applications that makes our site work. As I am in the process of establishing my own company I have found, paid and skipped plenty of those Apps including the Kayako despite the fact is it is good on its own. But in cases using more than one app the best soultions is with apps that can do things together side by by side and the process being totally transparant to the enduser. Kayako has always had this "blank screen" when changing to area of the sitearea where the app login was shared with We have also ended up using WHMCS connected and sharing sessions with Joomla. The CMS is being used for the "presentation layer".... now that couple works like a charm side by side. Having the support integrated to peoples "shopping" accounts is a good solution. Cheers René Edited December 26, 2009 by norgaard 0 Quote Link to comment Share on other sites More sharing options...
Lethanialist Posted December 26, 2009 Share Posted December 26, 2009 Interesting debate - my point of view is that very often most us think and talk about "how it is for us to use it" not so many is talking about how it could be and work for the visitors of our websites and the users of our services.I believe that most like most people prefer to log in only once - then they are in - they don't care of how many layers and applications that makes our site work. As I am in the process of establishing my own company I have found, paid and skipped plenty of those Apps including the Kayako despite the fact is it is good on its own. But in cases using more than one app the best soultions is with apps that can do things together side by by side and the process being totally transparant to the enduser. Kayako has always had this "blank screen" when changing to area of the sitearea where the app login was shared with We have also ended up using WHMCS connected and sharing sessions with Joomla. The CMS is being used for the "presentation layer".... now that couple works like a charm side by side. Having the support integrated to peoples "shopping" accounts is a good solution. Cheers René I appreciate your point and find it extremely valid. I considered Kayako eSupport at one point because of the advanced ticket functions but, as WHMCS includes things such as ticket escalation now, it's unneeded. What do you think about Kayako LiveSupport, though? I am still looking for a live support chat solution and don't particularly like LiveZilla. Furthermore, do you know of any way to integrate any of the live support solutions out there into WHMCS, such that chat histories could be pulled up from WHMCS, or that the client's products could be pulled up in the chat itself? 0 Quote Link to comment Share on other sites More sharing options...
norgaard Posted December 27, 2009 Share Posted December 27, 2009 (edited) A chat session in Kayako live support can be mailed, so to pick it up have it send to the address your whmcs reads. +++ for the livesuport module in Kayko, it has many good sides, it is an out of the box solution, not much freedom to rearrange things, personally I prefer "desks" with more freedom in arranging the desk ("your workspace"). Making Kayako suitable for your needs is one thing - sure Kayako does what is has to if you just need a helpdesk. It is when bridging with other apps you might not get the results as expected. Our favorite is the Cerberus Helpdesk, it is rock solid now and they have been listening to their community, it has the greatest advantage of them all, setup one helpdesk and generate code for all the sites you want to connect with the desk, you can generate forms and a helpdesk for the sites you wish to connect ... I think it is just a matter of time before it beats them all.... but here is also some work to do if you want it to be logged into other apps, many developers doesn't know the potential in Cerberus, despite the fact it is Open Source and it is not the simplest framework to understand for novices. Opposite the Kayako is Closed Source, and seperate licenses and installations will be necessary if you need their helpdesk on more sites. For years now we have been waiting for a payment solution just to get prices delimited by a comma not a "dot", now Whmcs has it, I suppose their commitment is not only to the americans! Anyway I could talk for days about such matters, it is up to you to decide... Cheers René Edited December 27, 2009 by norgaard 0 Quote Link to comment Share on other sites More sharing options...
Lethanialist Posted December 27, 2009 Share Posted December 27, 2009 +++ for the livesuport module in Kayko, it has many good sides, it is an out of the box solution, not much freedom to rearrange things, personally I prefer "desks" with more freedom in arranging the desk ("your workspace"). Do you have any better suggestions for live support modules? I'm looking for a one shot deal, not a recurring payment. 0 Quote Link to comment Share on other sites More sharing options...
norgaard Posted December 27, 2009 Share Posted December 27, 2009 There is many out there, we use this one: http://phplivesupport.com/ It is affordable, this can be used on all your sites with one license as long you are the owner of the domains you use it in. René 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Support Manager WHMCS John Posted December 28, 2009 WHMCS Support Manager Share Posted December 28, 2009 making admin notes more visible You can edit the /admin/templates/*your active template*/viewticket.tpl and change it however you like. 0 Quote Link to comment Share on other sites More sharing options...
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