srv Posted December 27, 2007 Share Posted December 27, 2007 Hello, I have recently installed and configured WHMCS and i was looking for some opinions on which helpdesk system you think works better - Kayako Supportsuite or the built in helpdesk (for both for clients + admin) The thing is i actually own a SupportSuite license and i was looking at integration and it seems a bit of a complicated job and it seems there is still quite a few bugs and was considering just using the built in system. I quite liked what i saw when i submitted a few of my own tickets to WHMCS support. Opinions / comments please? All the best for the New Year. 0 Quote Link to comment Share on other sites More sharing options...
yukiko Posted December 27, 2007 Share Posted December 27, 2007 kayako it is prettie good and what not and offers alot of features 0 Quote Link to comment Share on other sites More sharing options...
Si Posted December 28, 2007 Share Posted December 28, 2007 We used kayako support suite for 2 years with MB4 and when we moved to WHMCS we dropped it in favour of not having to integrate it again. We and our customers have never complained and IMHO would never try to integrate a third party product ever again. The WHMCS support desk, for us, (1200+ customers) is more than adequate and with the new contacts features built into 3.5 in WHMCS its great watching and using an all in one package without having the continual integration issues. I don't think the hassle warrants the effort. IMO Si 0 Quote Link to comment Share on other sites More sharing options...
generic Posted December 28, 2007 Share Posted December 28, 2007 hoping for the merge ticket button in an upcoming version though... used both and now only use whmcs. with all the updates whmcs has, integrating has become a tedious task, i wait for the second release so i dont have to update again... but whmcs is well worth it. also some code is stripped out of tickets, so if that is an issue, kayako may be your choice. 0 Quote Link to comment Share on other sites More sharing options...
DataHosts Posted December 28, 2007 Share Posted December 28, 2007 hoping for the merge ticket button in an upcoming version though.... So, you lose previous tickets from WHMCS when you use Kayako? Hmmm... 0 Quote Link to comment Share on other sites More sharing options...
generic Posted December 30, 2007 Share Posted December 30, 2007 no.... merge two existing support tickets, oike when your end user does not get the concept and keeps opening up new tickets to respond to you. 0 Quote Link to comment Share on other sites More sharing options...
DataHosts Posted December 31, 2007 Share Posted December 31, 2007 aghh...my bad on the misunderstanding. I am still working on Kayako integration to see how it looks. 0 Quote Link to comment Share on other sites More sharing options...
yukiko Posted February 12, 2008 Share Posted February 12, 2008 you dont lose the tickets if you intergrate the advantages you have with kayako compaired too whmcs built in support is that you can also intergrate it into alot of other softwares also inlcudeing but not limited too vbulletin and invision board and phpbb and a few other ones. you only need a central portal if your offering more then one support portal for users on forums and other systems you have that need support 0 Quote Link to comment Share on other sites More sharing options...
kris1351 Posted February 12, 2008 Share Posted February 12, 2008 There are advantages of Kayako such as the mobile edition that comes with the Supportsuite and the live help options that has users already integrated in. That and you can have support techs help customers without seeing their private billing information. 0 Quote Link to comment Share on other sites More sharing options...
Si Posted February 12, 2008 Share Posted February 12, 2008 There are advantages of Kayako such as the mobile edition that comes with the Supportsuite we use the whmcs mobile software and find it much more user friendly than kayakos mobile software was. That may have changed though in the past 6 months. and the live help options that has users already integrated in. you pay extra for live help package - we use our own choice of live help software (granted without the db integration), but we only use live help for pre-sales, not support, so the db integration is irrelevant. That and you can have support techs help customers without seeing their private billing information. Think you'll find that's the same too in WHMCS 3.6. 0 Quote Link to comment Share on other sites More sharing options...
Iceman Posted February 12, 2008 Share Posted February 12, 2008 One plus for using different software I suppose is: if there is a security problem, failed upgrade etc, then breaking one will not result in problems with the other. i.e your billing and customer support won't be both down at the same time. Cheers, Paul 0 Quote Link to comment Share on other sites More sharing options...
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