MACscr Posted October 11, 2007 Share Posted October 11, 2007 Got a question for people that are using WHMCS and Kayako. Have you done anything to the admin areas of either scripts to make it easier to cross reference information? I am not worried about the client area part, thats easy IMHO, but the fact that when you receive a ticket in kayako, how in the world do you know of any the clients data? With kayako you wont know any of their contact info or what products are associated with them. Im moving to kayako for a few reasons, but man, i really am not looking forward to managing two apps for client info, heck, three if you include whm/cpanel. My favorite part of whmcs was having most of the info all in one place. 0 Quote Link to comment Share on other sites More sharing options...
Salman75 Posted October 12, 2007 Share Posted October 12, 2007 We added a custom field to the Kayako submit form "Domain name this ticket refers to". We then use the domain to cross reference data. Hope that helps. Cheers! Salman 0 Quote Link to comment Share on other sites More sharing options...
Salman75 Posted October 12, 2007 Share Posted October 12, 2007 See here: http://www.qualityhostonline.com/support/index.php?_m=tickets&_a=submit&step=1&departmentid=3 Thanks Salman 0 Quote Link to comment Share on other sites More sharing options...
MACscr Posted October 12, 2007 Author Share Posted October 12, 2007 thanks, i guess that can work. Maybe i can make a firefox plugin using greasemonkey to easily be able to right click on a domain in kayako and open up its reference in whmcs in a new tab. Hmm, thats a sweet idea. =P 0 Quote Link to comment Share on other sites More sharing options...
Baja Posted October 12, 2007 Share Posted October 12, 2007 Greasemonkey huh? Great thanks now I have to learn more JavaScript. 0 Quote Link to comment Share on other sites More sharing options...
MACscr Posted October 12, 2007 Author Share Posted October 12, 2007 Greasemonkey huh? Great thanks now I have to learn more JavaScript. that and regular expressions =P 0 Quote Link to comment Share on other sites More sharing options...
Jordan Posted October 12, 2007 Share Posted October 12, 2007 MAC, I've never given Kayako a look but from other hosts using it, I've seen them customize it to include custom fields similar to how WHMCS can be done. Why not just create custom fields for the fields that Kayako can't "pick up" from whmcs? That way it's required for a client to enter in their domain, username, password and account type when submitting a ticket. Basically what one of the other users suggested, but also include detailed information. I use this with whmcs, just because I want to have a record of their current password so I can log into it immediately rather than have to click elsewhere to log in. ;o) The company I used to go through for servers had this method: https://desk.surpasshosting.com/index.php?_m=tickets&_a=submit&step=1&departmentid=2 0 Quote Link to comment Share on other sites More sharing options...
MACscr Posted October 12, 2007 Author Share Posted October 12, 2007 MAC, I've never given Kayako a look but from other hosts using it, I've seen them customize it to include custom fields similar to how WHMCS can be done. Why not just create custom fields for the fields that Kayako can't "pick up" from whmcs? That way it's required for a client to enter in their domain, username, password and account type when submitting a ticket. Basically what one of the other users suggested, but also include detailed information. I use this with whmcs, just because I want to have a record of their current password so I can log into it immediately rather than have to click elsewhere to log in. ;o) The company I used to go through for servers had this method: https://desk.surpasshosting.com/index.php?_m=tickets&_a=submit&step=1&departmentid=2 Eh, 50% of my customers dont even know their username/password for cpanel and those fields arent helpful when tickets are submitted through email. Hmm, i guess i have more planning to do. grr 0 Quote Link to comment Share on other sites More sharing options...
Troy Posted October 12, 2007 Share Posted October 12, 2007 If you start making the customer fill out custom fields, aren't you defeating the purpose? Besides, the customer can always email to open a ticket, and you're not going to get that data unless they have sense to think to provide it. (Doesn't happen with our customers.) What does Kayako give you that the built in ticket system doesn't? I've used Kayako with AWBS, and I've used SmarterTicket with AWBS, and in both cases I found they both created much more work for the support tech than any imagined advantage gained. I'm moving from AWBS to WHMCS partly because the ticket system works better than AWBS. Having been in the position of using a third party support system and having to constantly look information up manually based on only an email address, then requesting more information from those who submitted with a name and email address not on file, I can't imagine NOT sticking with the internal system. 0 Quote Link to comment Share on other sites More sharing options...
Jordan Posted October 12, 2007 Share Posted October 12, 2007 Eh, 50% of my customers dont even know their username/password for cpanel and those fields arent helpful when tickets are submitted through email. Hmm, i guess i have more planning to do. grr I guess I'm lucky that my clients all go to the domain to submit a ticket, rather than sending in an email. Then again I don't have email piping set up since it doesn't play well with Google Apps. :9 That stinks that you have customers like that! I guess I really lucked out by having a ton of anal customers that know every detail about their account Anyway particular reason why you're moving to Kayako for the support system? I know the only reason I'd move is that I love the KB feature :3 0 Quote Link to comment Share on other sites More sharing options...
Salman75 Posted October 12, 2007 Share Posted October 12, 2007 I agree, most customers do not remember their username / passwords. That is why we only ask for the domain ... something most client DO remember ... and which is all we need to find the associated data. Salman 0 Quote Link to comment Share on other sites More sharing options...
volusia Posted October 14, 2007 Share Posted October 14, 2007 Jordan, I agree -- I love the KB section! It automatically suggests ideas (live) as the customer is typing!. Matt: Hint! Hint! 0 Quote Link to comment Share on other sites More sharing options...
Troy Posted October 15, 2007 Share Posted October 15, 2007 Jordan, I agree -- I love the KB section! It automatically suggests ideas (live) as the customer is typing!. Matt: Hint! Hint! Cool feature, but you can also get it in a standalone kb that does search engine friendly urls, which kayako doesn't: interspire.com/activekb (I can't make it a link 'cause I don't have enough posts.) You can make it a front-end to posting tickets by using its ability to allow for multiple contact groups - corresponding to support departments in WHMCS, so that people submitting a request through your website get the advantage of automatic article suggestions while still submitting your tickets to WHMCS. 0 Quote Link to comment Share on other sites More sharing options...
Baja Posted October 15, 2007 Share Posted October 15, 2007 You can make it a front-end to posting tickets by using its ability to allow for multiple contact groups - corresponding to support departments in WHMCS, so that people submitting a request through your website get the advantage of automatic article suggestions while still submitting your tickets to WHMCS. Troy how exactly does this tie into WHMCS's support ticket system if it is standalone? Is there a mod to do this with? Baja 0 Quote Link to comment Share on other sites More sharing options...
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