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Built in helpdesk - feedback please?


UH-Matt

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Hi

 

We've used both WHMCs and Kayako for many years now. We love both products.

 

It seems the WHMCS support/helpdesk keeps improving. We are on a quite old version of kayako and don't use a lot of features, but love its stability plus the fact that we literally have 100,000 tickets of history in it.

 

Who here has moved from Kayako to the built in WHMCS? DId you miss anything? Who here uses kayako and would never move back to the WHMCS helpdesk and for what reasons?

 

Trying to make some decisions so any advice from people with real world experience would be useful. We're fed up with the lack of decent integration between the two, so really ideally want to be convinced to move to the WHMCS helpdesk.

 

Also does ANY import script exist to bring tickets history over from kayako to whmcs for users?

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We are currently planning to move from Kayako over to WHMCS for Helpdesk. We have V4 of Kayako, don't use a lot of the features, and would like to direct customers to 1 site. One less piece of software to stay on top of. It seems that WHMCS has almost everything needed - perhaps not the SLA routine, but havent read enough about it. Now with items such as Project Management using the tickets, it might be best to move it over. As well KB Articles has no hook to Kayako, so it's almost like having to do them 2 times.

 

Just my opinion...

Also Kayako came out with V4 over a year ago, and still has no iPad/iPhone integration after promising it as part of the release. I am sure they are very close, but again, why pay for upgrade protection for both? I think from a customer convenience standpoint, a one stop location is always better than messing with loginshare, API's, etc.. unless you have the time and investment for it.

 

I see WHMCS getting better and better almost monthly and I only bought it about 3 months ago (although been observing for a while to see if it was a fit). THANK GOODNESS I took the plunge!!!

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We're fed up with the lack of decent integration between the two, so really ideally want to be convinced to move to the WHMCS helpdesk.

Been considering the same, Matt. I only used the WHMCS desk briefly several versions back, and since we were so used to Kayako kept with the integration. Now with v4 of that being so far afield of what we need (and no ready made login share), we're ready to make the move. Tired of maintaining two, and need the user connected to tickets.

The import from WHMCS to Kayako didn't work very well, but happily there weren't many tickets. Back the other way would be nice.

 

Watching this thread carefully. ;)

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Yep very similar situation.

 

I suspect with the right developer a pretty good import should be more than achievable so that part does not scare me. I am just making sure the general user experience for WHMCS helpdesk is good, and I won't miss something once we leave Kayako.

 

Also we do 200-300 tickets per day and have literally hundreds of thousands of tickets... I'd like to be sure WHMCS won't fall over as Kayako has been good to us for 10+ years!

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I switched from a long term Kayako install to whmc before Christmas and so far so good.

 

Things I do like:

 

Everything is now in one place

Quick jump to clients products/services

Access through the Android app

Very quick

 

Things I don't like:

 

Customers with a lot of products/services have everything displayed above the ticket

No HTML parsing

Uploading to a ticket can be a little hit and miss

No link to new tickets from admin widget unless you code it in

 

Overall I would have said my life is better having made the move.

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I understand about the 200-300 tickets a day, but if you have Kayako working which is a beast of it's own, there is no reason WHMCS shouldn't handle it... both are on MySQL, both are PHP, etc, etc - I don't see a good reason it would not work.

 

For us, re-registering for the end user might be a small price to pay for better customer service. Loginshare doesnt work right anyhow, so I don't mind taking the plunge. We'll leave the old system up hidden for lookups, and at this point, not even sure if it's worth importing. It's time to do some housecleaning.

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  • WHMCS CEO

I can confirm that WHMCS can cope with those volume levels of tickets. We deal with in excess of that volume of tickets on a daily basis via our own install here (Unfortunately!).

 

And with regards to an actual migration itself of existing tickets, we do have a script that should be able to do that, but if you get any problems either with the data itself, or timeouts due to the sheer volume of data, I'm sure we'd be able to assist.

 

Matt

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Who here has moved from Kayako to the built in WHMCS?

No, as we dont use WHMCS for tickets, having a heavily customised alternative, however we have done the conversion/consulatncy work for people going MB+Kayakp to just WHMCS and none have mentioned any real downsides (beyond a bit of training and development of a few extra cron-jobs), and there are significant benefits from a worklflow and overview perspective :)

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and there are significant benefits from a worklflow and overview perspective

 

Exactly why we are considering it.

 

No complaints about Kayako, we love it, but it makes sense to have that improved workflow and integration if there are no negatives.

 

Let testign commence!

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I am about to move over finally, just trying to tie up some loose ends, but I did post elsewhere a big question I cant find anywhere. Can you use the SAME email for different departments.. like support@ for perhaps Hosting, Programming, Remote Support - etc? Or do you have to have a seperate email for each department? We do like the parsing in Kayako - and there really is no explaination on how WHMCS finds the ticket number to post back to?

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I considered this few times, but still end up with Kayako.

- admin layout is more friendly

- more "look like" personal support with supporter's name in each ticket

- import script cannot bring attachments, that we can use sometimes

 

Still keep an eye on this, and might move to WHMCS helpdesk when it's better.

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We have also used Kayako for nearly 8 years now and have a ton of old ticket information that would be useful.

 

We upgraded from Modernbill v3 to WHMCS and them imported our Kayako. I noticed that when I did the import, some clients ended up having tickets that DID NOT BELONG TO THEM. Some had login information, billing information etc.

 

So for now, we're starting over with a fresh WHMCS support desk and will try to figure out what to do with all the old data.

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