:confused:

Alright so I'm wondering how do all you guys pull this off, currently we're using as follows;

WHMCS for Billing & Ordering
Kayako E-Support for Ticket Support
TrixBox PBX with Cisco IP Phones for Phone Support and Sales

Does anyone have a way of organizing all this, perhaps I'm over thinking right now. But lets say that we have a server order. Well now the order comes into WHMCS and we've got the customers info, so now we have to contact the datacenter to setup the order then we have to contact the user to let them know that the orders been completed. Now lets say this user submits a ticket because their order isn't setup and we want to call them then we have to go from Kayako to WHCMS to get their phone number punch it into the phone.

or

Lets say we want to process this order that comes into WHCMS now we have to go into E-Support to go to the contacts section to pull up the datacenters phone number.

another example I leave a to-do in the billing system although it would make no sense to put it there but Kayako doesn't support to-dos for one of the guys to contact FedEx to take care of a billing issue with a package we sent. So now they have to view the to-do in the billing system go into kayako to pull up the fedex number and then punch it into the phone but it would make more sense for the Phone system to pull its phonebook from the Kayako SQL Database.

So in short as I've probably just confused you how do you guys manage to keep everything organized.

I didn't use WHMCS but I see their features page and it comes with support ticket system. why not use WHMCS's support system so you can cut 1 step?

I like the Kayako one far better plus we have a owned license for it and just bought our support contract renewal. The Kayako one has far more ticket desk features, also ontop of that it's the one that supports the Contacts (that are not clients) among many other things.

I don't think it is very problematic, however what I could suggest is that you write a custom WHMCS module, which connects to the kayako database and displays all of your kayako contacts.

There is a module "example" in your modules folder.

You will still have the problem of having to go to WHMCS to fetch the customer's phone number if they open a ticket. But don't worry, it's the same everywhere. :D

I know there is an integration of WHMCS and Kayako - I do not know how exactly it works though.

http://forum.whmcs.com/showthread.php?t=6835

I know there is an integration of WHMCS and Kayako - I do not know how exactly it works though.

http://forum.whmcs.com/showthread.php?t=6835

It's just a login share and a frontend integration, it won't help in his case.

Well this will be a problem if you are using multiple softwares for different tasks like billing support etc. Either get a custom integration kit done. Or a complete custom script. As far as my knowledge of using WHMCS and kayako goes complete 100% integration is not possible as is.

Yeah the issue I see is just that everything is a different login so our staff has to memorize the different logins, remember to login and check everything, and everything just isn't in one place. Message Forums, Billing, Support, etc...

I didn't use WHMCS but I see their features page and it comes with support ticket system. why not use WHMCS's support system so you can cut 1 step?

Agree. Instead of using kayako use whmcs ticketing system which is pretty good and it will satisfy your first requirement.