rodeoXtreme Posted May 11, 2008 Share Posted May 11, 2008 WOW! Thanks mylove4life - it worked (and so obvious)! Thank you! 0 Quote Link to comment Share on other sites More sharing options...
SilverNodashi Posted May 14, 2008 Share Posted May 14, 2008 The most important things I like about Kayako: 1. The live suggest feature - when a client types a message, the system checks from the knowledge base for possible answers. This helps a lot to cut down on support overhead 2. The escellation feature. This is very handy to have and helps a lot to make sure support tickets are taken by someone, even if the 1st level staff are busy 3. The trouble shooter 0 Quote Link to comment Share on other sites More sharing options...
Daniel Posted May 18, 2008 Share Posted May 18, 2008 Is it worth the upgrade then and has everything worked okay? I'm tempted to get a Kayako license and integrate it with WHMCS, but will only do so if the integration is flawless and doesnt result in a big mess. 0 Quote Link to comment Share on other sites More sharing options...
eugenevdm Posted May 18, 2008 Share Posted May 18, 2008 Is it worth the upgrade then and has everything worked okay? I'm tempted to get a Kayako license and integrate it with WHMCS, but will only do so if the integration is flawless and doesnt result in a big mess. We use the integration and generally it's fine. On our system it was easy to install and set up and we didn't encounter any problems. Some minor issues we have with the actual integration: 1. You have to change the WHMCS Client Area's landing page because the default page shows open tickets but these are open tickets that reflect in WHMCS not Kayako. I contacted Matt about this and he said it's Kayako's problem. For now we have just removed that whole box. If you don't have someone that can do very basic .TPL modification you will confuse your customers. You might also have to remove the WHMCS Search Knowledgebase and Downloads boxes. 2. All the statusses that show in the WHMCS back-end, e.g. Open / Closed / etc. still reflects the data from WHMCS and I guess they'll never reflect the values from Kayako. This is somewhat of a pity because now our backoffice managers can't see the true ticket statusses. Instead I wrote a little add-on module that displays the statistics by pulling data directly from Kayako and now everyone is happy. 0 Quote Link to comment Share on other sites More sharing options...
dutchnet Posted May 19, 2008 Share Posted May 19, 2008 I take it WHMCS and Kayako should run on the same server? Or is it possible to have the integration with WHMCS on one server and Kayako on a different server (both Linux) 0 Quote Link to comment Share on other sites More sharing options...
eugenevdm Posted May 20, 2008 Share Posted May 20, 2008 I take it WHMCS and Kayako should run on the same server? As far as I know it should run on the same server. 0 Quote Link to comment Share on other sites More sharing options...
nolageek Posted May 22, 2008 Share Posted May 22, 2008 Instead I wrote a little add-on module that displays the statistics by pulling data directly from Kayako and now everyone is happy. Care to share with the rest of the class? 0 Quote Link to comment Share on other sites More sharing options...
eugenevdm Posted May 23, 2008 Share Posted May 23, 2008 You'll need this code to get the amount of outstanding open tickets per department: SELECT COUNT(ticketid) FROM swtickets JOIN swdepartments ON swdepartments.departmentid = swtickets.departmentid JOIN swticketstatus ON swticketstatus.ticketstatusid = swtickets.ticketstatusid WHERE swticketstatus.title = 'Open' AND swdepartments.title = 'Technical Support' The complete add-on module analysis who has closed the most tickets and prints a nice Pie chart but before I post that I will have to clean it up a bit. 0 Quote Link to comment Share on other sites More sharing options...
SilverNodashi Posted May 31, 2008 Share Posted May 31, 2008 just out of curiosity, when you integrate Kayako & WHMCS, do you need to add knowledge base articles to both, or are they bein syncronized? And when a client submits a support ticket via email, which one will accept / handle / download the email from the POP3 server, WHMCS or Kayako ? 0 Quote Link to comment Share on other sites More sharing options...
eugenevdm Posted May 31, 2008 Share Posted May 31, 2008 When you integrate it uses the knowledge base of Kayako and also the e-mail processor of Kayako. 0 Quote Link to comment Share on other sites More sharing options...
netmotiv8 Posted June 15, 2008 Share Posted June 15, 2008 What features do you use of Kayako that WHMCS doesn't have yet? Matt Hi Matt, We are also considering Kayako for the SLA aspect of it. If WHMCS can do this soon, then great 0 Quote Link to comment Share on other sites More sharing options...
netmotiv8 Posted June 15, 2008 Share Posted June 15, 2008 In WHMCS when a client sends in a support ticket, if a registered client, you get a link to that clients account. Do you get this if you switch to Kayako? This is a neat feature in WHMCS helpdesk and makes it nice and easy to jump into the client's account to look up stuff. 0 Quote Link to comment Share on other sites More sharing options...
pacwebhosting Posted June 18, 2008 Share Posted June 18, 2008 Go into the header file in the Kayako system and take out the css file to see if it helps. Hi, I am being blind! Can someone let me know where this file is please. Thanks Paul 0 Quote Link to comment Share on other sites More sharing options...
MACscr Posted June 18, 2008 Share Posted June 18, 2008 can anyone provide any screenshots of the integration? Do clients actually ever visit the kayako install or are they always on the whmcs section? 0 Quote Link to comment Share on other sites More sharing options...
pacwebhosting Posted June 18, 2008 Share Posted June 18, 2008 Found it! however kayako then loses its style! I am about to give up! Paul 0 Quote Link to comment Share on other sites More sharing options...
MACscr Posted June 18, 2008 Share Posted June 18, 2008 Found it! however kayako then loses its style! I am about to give up! Paul All you have to do is adjust the css. Dont simply remove the whole sheet. If you want to make style changes that are regulated by css, it makes kind of sense that you should know how to edit/style using css. 0 Quote Link to comment Share on other sites More sharing options...
pacwebhosting Posted June 19, 2008 Share Posted June 19, 2008 All you have to do is adjust the css. Dont simply remove the whole sheet. If you want to make style changes that are regulated by css, it makes kind of sense that you should know how to edit/style using css. thanks for your kind words as always........ Anyhow sorted all the CSS out in the end however kayako did not seem to do things like suggest kb articles etc so I have put it on the back burner for now, spent too much time on it for 0 gain. Will go back to it at some point. Thanks Paul 0 Quote Link to comment Share on other sites More sharing options...
pacwebhosting Posted June 19, 2008 Share Posted June 19, 2008 like tonight! anyway have done it a totally different way without using the integrate basically just done a header footer css change and had it as an extra login :-( and changed the whmcs templates very slightly to remove the tickets etc so until I work out how to add the current users from whmcs to kayako! but that's another day/evening! thanks Paul 0 Quote Link to comment Share on other sites More sharing options...
Chrisw Posted June 20, 2008 Share Posted June 20, 2008 can anyone provide any screenshots of the integration? Do clients actually ever visit the kayako install or are they always on the whmcs section? MACscr, The clients never leave WHMCS to submit a ticket. 0 Quote Link to comment Share on other sites More sharing options...
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