Hello, can those that are experienced with Kayako answer a few questions for me? I am looking at the product not so much as a web hosting only solution, but as a ISP/Web Host support solution.

After evaluating the product, it looks very good, however I have a few issues that are specific to our particular application.
It looks to be centered around self-service, which is not really what we are after. We run a 24x7 phone support desk, and we do not want our users to to create tickets online right now, nor do we want them to be flooded with emails everytime there is a status change.

Can the software be used in a phone support envirnment? I want our users to phone us, and have our support techs to create a ticket on behalf of the user. The only method I could see to do this was really clumsy in the software.

Also, can we disable email notifications to the customer when a ticket has been opened, updated, or closed?

FYI our user base is 100% high end commercial clients, which is why I ask these questions. We do not want our users to have to serve themselves. Is Kayako the proper product for this application or is there something else perhaps better suited for this?

Thanks.

Moved to Hosting Software and Control Panels.

Lois

The new version 3, has a phone ticket feature, to do what you need...

Try the free Cerberus support desk. It may be more for you, and when Cerberus Work station is out, that will be ideal for you.