Hi,

I am trying to decide which helpdesk to use and after hours of searching Kayako eSupport sounds like the best option. As I have Modernbill I was planning to integrate eSupport into Modernbill as the demo I have seen look very nice.

However I hadn't really thought of using the Modernbill helpdesk that comes built in with Modernbill. Is it any good? I mean I would change to Kayako eSupport in the future but for the time being can I rely on the Modernbill helpdesk? The reason I ask is because I have heard quite a few negative comments regarding it.

Thanks for your time,

-mscwd

Personally eSupport is the best support product out there. The MB Help Desk is ok if you don't have the money to dish out for eSupport. Personally I would obtain eSupport and use that over MBs Help Desk anyday (more features, easier navigation, etc..).

Thanks for your quick response. Anybody else feel the same way? I had a look at the Modernbill helpdesk and it is rather messy after a few tickets are created and replied too.

the modernbill help desk is "alright". Unless you have a high volume of tickets, the it should be fine for you.

I dont believe the modernbill helpdesk has things such as email piping and what not. The modernbill helpdesk I once used was horrible.

Of course eSupport does the emailing piping and such. Even intagrates nicely with modernbill.

Thanks for your replies, I realise that eSupport integrates perfectly with Modernbill and as such I find it to be a really attractive support solution. Furthermore if I integrated eSupport with Modernbill clients can pay invoices, update their details and get support all from one place, so I think eSupport is the way I will probably go.

Oh and Kayako gives $10 off eSupport to Modernbill users I believe.

Pity it's so pricey...

mscwd,

I would strongly suggestion Kayako, it is well worth the money youy will invest in the purchase :)

Originally posted by phpcoder
mscwd,

I would strongly suggestion Kayako, it is well worth the money youy will invest in the purchase :) I only have a few hundred clients but PerlDesk works just fine and is cheap. There are also a growning number of helpdesk suites that have a ton of features and are free.

However, does PerlDesk integrate with ModernBill?

Originally posted by phpcoder
However, does PerlDesk integrate with ModernBill? No it does not but it really has not been a problem. Our ticket average for the last 3 years has been .35 per client. I honestly think this is just due to the amount of "Easy" to use documentation we provide. Also I do prefer that the billing and help desk are seperate anyway. (alll my eggs in one basket thing)

I am looking at "Help Center" currently as a possible replacement but no decision yet

IMO, the problem with the MB help desk (and the help desks on all client management systems I've seen as of yet), is that the support system is available to customers only, and is usually very basic - generally not even offering ratings and staff-assigned tickets and departments, and this is the reason I'd not choose to use the MB support system. The integration between Kayako eSupport and ModernBill is rather nice, I must admit, and if you have ModernBill, this is probably the best solution if you can afford it.

Originally posted by phpcoder
mscwd,

I would strongly suggestion Kayako, it is well worth the money youy will invest in the purchase :)

Are you talking about the Owned License: $349.95 version of eSupport as an investment as all the other versions need to be paid annually?

OsTicket is free and has a integration plugin on modernbill

Has all features, email piping etc

Originally posted by mscwd
Are you talking about the Owned License: $349.95 version of eSupport as an investment as all the other versions need to be paid annually?

I meant that you will be happy by purchasing the software. It won't matter if you buy it flat out, pay yearly, or pay monthly :)

RandyO - I made my comments based on the fact it appeard mscwd wanted to integrate his support desk with ModernBill.

Kayako is an amazing application. I have been nothing but 100% pleased with the purchase. It also looks nice integrated with MB.

Jeff