Chad Posted June 3, 2009 Share Posted June 3, 2009 I need evereyones' help here please to compare the features between WHMCS's built in support ticketing system and Kayako's Esupport. I'm currently using Esupport integrated via loginshare with whmcs. Some of my biggest concerns are the following: admin/staff panel dashboard auto refresh sms notifications per dept (which includes subject/ticket content) esupport to whmcs ticket/kb import email notification (like sms, but email) canned responses (aka predefined replies) ajax "suggest" tool which pulls articles from KB as client types up body of ticket or subject Thanks. 0 Quote Link to comment Share on other sites More sharing options...
RyanH Posted June 3, 2009 Share Posted June 3, 2009 Think I can answer these: 1. admin/staff panel dashboard auto refresh - this is available in WHMCS 2. sms notifications per dept (which includes subject/ticket content) - this can be done by setting your admin email to the email to SMS address most phone providers give 3. esupport to whmcs ticket/kb import - would need to check with WHMCS 4. email notification (like sms, but email) - you are notified by email of all new tickets and replies in WHMCS 5. canned responses (aka predefined replies) - WHMCS supports these and you can setup multiple categories of them 6. ajax "suggest" tool which pulls articles from KB as client types up body of ticket or subject - yes WHMCS has this and it works well IMO, there is no need to have Kayako when you've got WHMCS 0 Quote Link to comment Share on other sites More sharing options...
Chad Posted June 3, 2009 Author Share Posted June 3, 2009 (edited) Thanks, some more questions: ability to add any amount of cc and bcc emails to the ticket, by the client? ability for client to close ticket manually if they no longer need support ability for admin/staff to insert KB articles conveniently in tickets Edited June 3, 2009 by Chad 0 Quote Link to comment Share on other sites More sharing options...
Chad Posted June 3, 2009 Author Share Posted June 3, 2009 1. admin/staff panel dashboard auto refresh - this is available in WHMCS I was unable to find this option in my admin area under support setup or main admin support page. 0 Quote Link to comment Share on other sites More sharing options...
Chad Posted June 3, 2009 Author Share Posted June 3, 2009 Another feature esupport has that I hope whmcs has: - ability to click an icon/link for "to:" client's email address lookup, or at least something similiar. Purpose: when creating spam abuse complaints to forward to your client. Screenshot example of kayako: 0 Quote Link to comment Share on other sites More sharing options...
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