We're running an old version of Cerberus currently and are looking to upgrade to Kayako. The question I haven't been able to get a satisfactory answer to is whether Kayako supports the use of multiple domains administered under the same helpdesk.

I'm not talking about Kayako's capabilities to support templates, I know it supports unlimited templates for branding, but Kayako advise me that if we require the helpdesk to run under two different domains, we will need to buy two licences. They offer an "additional domain" add on, and one would have thought this would allow 2 domains to run under one centrally administered helpdesk, but according to Kayako, it simply means that they give you two licences for two separate installations.

Frankly, I'm sure there are many others who say run two web hosting brands and want to centrally manage the helpdesk for each of their hosting brands, which are running on multiple domains.

I don't have much confidence in their sales staff who I've chatted with several times, as they seem to give conflicting information.

I'd appreciate any clarification from all the Kayako gurus out there on whether what we want to achieve is actually possible. With most other helpdesks I've looked at it is indeed possible. Many thanks for any advice.

I'd stick with cerberus myself but yes you would need 2 licenses in order to run two "companys/domains". Not at all ideal for what your trying to do.

Well thats a bummer. Firstly, we're sick and tired of Cerberus changing the architecture of the software all the time, and we want SMS alerts (something which Cerberus doesn't have)

Anyone else?

Well thats a bummer. Firstly, we're sick and tired of Cerberus changing the architecture of the software all the time, and we want SMS alerts (something which Cerberus doesn't have)

Anyone else?

SMS alerts are something you can usually do fairly easily through your mail server.

As far as Kayako is concerned, it does not allow you to install the same license under multiple domains as licensing in Kayako is domain based. Even if you consider installing Kayako on multiple domain using additional license, it will not allow you to have a single backend for both the installations. Multiple helpdesk with a single backend is only possible using the satellite helpdesk or template groups feature of Kayako which allows you have 1 helpdesk front end for each of your domain with a single back end. You can choose the content for each of the helpdesk and restrict it to that specific template group. If you go for this setup you do not need to purchase an additional license as well. Hope this helps.

We run one instance of Kayako under two URLs. Separating the default URL from the secondary URL has been a big pain and there are still issues that remain. You basically have to use a combination of Template groups, redirects, and manual template edits to make things about 95% separate from each other. The big issue that remains is that when you open tickets on behalf of your customers in Kayako, all of those tickets get assigned to the default template group. Supposedly they are going to address this in Kayako V4, but who knows how far out that is.

Thanks for all suggestions, it seems the only way to effectively use Kayako for two hosting brands is by using two separate licences/installations. Does anyone use the SMS gateway built into Kayako? How reliable is it? This is one of the main features we're looking at.

Either it's Kayako, or SaevenCRM but we don't like being fixed into using their desktop interface all the time. Web interface is preferred.

Are you wanting to keep both domains at arms length? So a domain hosting a helpdesk for both sites is out of the question?

I use the SMS feature and find it reliable with UK networks and it worked well when I visited the states. But I prefer getting a hosted exchange account & using a push email alert to my phone.

You just need to make sure your mobile network is supported by Kayako SMS Gateway. The list can be found at - http://www.kayako.com/smsgateway.php?page=networks

http://www.kayako.com/pricing.php even if you buy the owned license you can buy an additional domain for less money 199$