Speedy059 Posted September 26, 2008 Share Posted September 26, 2008 I have purchased a complete Kayako SupportSuite and it's modules a couple months ago but have been real hesitant to implement it. I would like to get some feedback from those who have integrated it. Why I like WHMCS support system: 1. I can see what Products/Services my client(s) have by clicking on their name and can do administrative tasks really fast. 2. I like being able to keep everything together, not having to login to a whole separate system to do things for clients. Concerns with switching to Kayako: 1. Will I be able to click on some kind of link to see what Products/Services my client has? Or will I have to login separately into WHMCS and search for that client and look for his/her information? If this is the case, this will be a huge hassle with the amount of support tickets we get. Instead of asking clients what Product/Service they have with us, we can just look it up on the fly by click on their name to see what they have. (Great for determining if they have a Shared Hosting account or a Server). Is it possible to do a full integration with the right plugins and modules for the two? If so, are there any companies out there that would offer this service since I would be to busy to do full integration... 0 Quote Link to comment Share on other sites More sharing options...
ganesh.rao Posted September 26, 2008 Share Posted September 26, 2008 Concerns with switching to Kayako:1. Will I be able to click on some kind of link to see what Products/Services my client has? Or will I have to login separately into WHMCS and search for that client and look for his/her information? If this is the case, this will be a huge hassle with the amount of support tickets we get. Instead of asking clients what Product/Service they have with us, we can just look it up on the fly by click on their name to see what they have. (Great for determining if they have a Shared Hosting account or a Server). Yes, two logins required. Can't help that. You can create custom fields in Kayako eSupport and ask clients to fill it up with details. Eg, in Shared Hosting Department: username, password and mail server IP could be the fields whereas in the Dedicated Server Dept, server IP, root password, control panel, etc could be the fields. Atleast, this is the way it is currently being done by us. (got any better idea?) Is it possible to do a full integration with the right plugins and modules for the two? If so, are there any companies out there that would offer this service since I would be to busy to do full integration...I would love this to be done too. I don't mind paying a few hundred dollars to get this developed, but it would be an instant hit with all the Companies using Kayako and WHMCS integration. So I guess, developers from both Companies should take some interest here. Bottom line, the integration is only for the client end. Not for the support staff/admins. 0 Quote Link to comment Share on other sites More sharing options...
Speedy059 Posted September 30, 2008 Author Share Posted September 30, 2008 I would like Kayako to be integrated for the staff/admin as well. Without it, things would get way to hectic. I'm not sure what I'm going to do with these Kayako licenses now... 0 Quote Link to comment Share on other sites More sharing options...
jnet Posted September 30, 2008 Share Posted September 30, 2008 At least making it in a way that moving from kayako admin to whmcs admin become easier 0 Quote Link to comment Share on other sites More sharing options...
Speedy059 Posted September 30, 2008 Author Share Posted September 30, 2008 I'm right there with ganesh.rao, I too would put forth several hundred to have this stuff integrated at the admin level. I hope that someone will spark and interest in doing this! 0 Quote Link to comment Share on other sites More sharing options...
ganesh.rao Posted September 30, 2008 Share Posted September 30, 2008 I'm right there with ganesh.rao, I too would put forth several hundred to have this stuff integrated at the admin level. I hope that someone will spark and interest in doing this! I think the problem is with the all the encryption of the source code. The present integration does not involve much of the core files of either software. But when it integrates as to how we are asking - a lot of things will change in both systems which both Companies are uncomfortable doing. Its a shame that after years of development of both scripts. After 100s of customers asking for this, they still refuse to do it. If they atleast give us the source, we'll get the job done ourselves, in-house. What it is, its not worth waiting for either parties to release an integration of this level. Not going to happen for the next 1+ years atleast. PS: WHMCS should be targeting the Hosting Service Providers first and then the rest of the online e-commerce business. Virtuozzo for example is still missing even after so many years after its release (partially my fault, cause I promised Matt a test environment and still haven't delivered it to him). 0 Quote Link to comment Share on other sites More sharing options...
Speedy059 Posted October 1, 2008 Author Share Posted October 1, 2008 Is it allowed to sell Kayako Licenses? Is it possible to transfer those licenses to someone? I think i'll sell the license as having two separate programs for customer services will be to much of a hassle with a large client base. 0 Quote Link to comment Share on other sites More sharing options...
ganesh.rao Posted October 1, 2008 Share Posted October 1, 2008 Yeah, your allowed to sell them off. But you need to contact Kayako first. I suggest you don't sell it. You'll definitely need it somewhere down the line. Don't renew the support if you feel so. 0 Quote Link to comment Share on other sites More sharing options...
Speedy059 Posted October 3, 2008 Author Share Posted October 3, 2008 We are selling the SupportSuite Owned License and 2 of the addons at the WebHostingTalk forum. I think i'll be more interested later down the road. I talked with a sales rep at Kayako and he told me I'm good to go to sell the licenses. Going to take a $100 loss, but oh well. With a newer SupportSuite coming out in a few months (who knows when) I don't think people want to spend a lot of time creating a module to integrate staff/admin functions when it'll be shortly lived. I hope their will be some nice features in SupportSuite 4.x whenever it comes out. As for now, I'll wait. 0 Quote Link to comment Share on other sites More sharing options...
netmotiv8 Posted October 11, 2008 Share Posted October 11, 2008 Concerns with switching to Kayako: 1. Will I be able to click on some kind of link to see what Products/Services my client has? Or will I have to login separately into WHMCS and search for that client and look for his/her information? If this is the case, this will be a huge hassle with the amount of support tickets we get. Instead of asking clients what Product/Service they have with us, we can just look it up on the fly by click on their name to see what they have. (Great for determining if they have a Shared Hosting account or a Server). This is the reason why we didn't switch to Kayako, as the ability to quickly and easily click to see what products and services a client has is a very important function to manage tickets efficiently. So I am interested to know how people achieve this with Kayako integrated, I am assuming it is not possible. Cheers 0 Quote Link to comment Share on other sites More sharing options...
ganesh.rao Posted October 11, 2008 Share Posted October 11, 2008 This is the reason why we didn't switch to Kayako, as the ability to quickly and easily click to see what products and services a client has is a very important function to manage tickets efficiently. So I am interested to know how people achieve this with Kayako integrated, I am assuming it is not possible. Cheers No has achieved that yet. The files that should be edited in the staff section of eSupport/SS is encoded (infact, every other file is) - unless Kayako officially releases an integration so tight no Company getting 25+ tickets a day can manage these two systems the way they are right now. Utterly impossible! 0 Quote Link to comment Share on other sites More sharing options...
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