For a Support Services company is better to integrate Kayako with WHMCS?

[rhbkweb]

Hi,

 

I have a client who want to launch an online business where he will provide support services to desktops and servers inside the offices of small and medium companies.

 

He is looking for a solution where he can handle billing and also support. So regarding this WHMCS seems to be perfect, but we see a lot of people using WHMCS integrated with Kayako.

 

We do not need any kind of live chat, but we will do need to be able to create custom fields when creating tickets for passwords and other useful information and also very important will be to define SLA response times per client or per group of clients.

 

So can WHMCS build in support system can have custom fields when creating ticket and also define SLA response times per client and/or group?

 

Also what are the main advantages of Kayako over WHMCS build in support system?

 

I do not have experience with Kayako, so it would be great if someone with experience using both software can share your opinions and advices.

 

Thanks

[uniquehosting]

I don't know anything about Kayako but I do know WHMCS allows you to create custom fields. I use it on my own website.

[rhbkweb]

Hi,

 

Custom fields yes, i already know. But my main problem is that we will need to handle SLA response time based on the client and/or group. So is this feature that i think WHMCS does not has.

 

Can anyone with WHMCS experience tell me if the build in WHMCS support system or if there is any plugin available that allows to define and set SLA response times per client and/or group?

 

Thanks

[WHMCS Chris]

Hello,

 

I believe this was answered in another thread recently, but yes - it can. We reference it as Support Ticket Escalations:

http://docs.whmcs.com/Support_Ticket_Escalations

[rhbkweb]

Hello,

 

I believe this was answered in another thread recently, but yes - it can. We reference it as Support Ticket Escalations:

http://docs.whmcs.com/Support_Ticket_Escalations

 

@WHMCS Chris:: From what i have read on the documentation for the Ticket Escalations i can only see the option to set up rules for department and what im looking for is to be able to set SLA Escalation rules based on client and/or group.

 

So can you please clarify me on this? Can WHMCS make escalation rules based on clients and/or group instead of departments?

 

Thanks