For LiveSupport and Ticket Management

What is your opinion on the subject which has a better service management tool: Kayako or WHMCS?

WHMCS doesn't have live chat, and a horrible ticket system if you are looking for something in depth...

They are two totally different software though

one is made for billing, one is made for support...so if you are looking for support...go kayako...billing...go whmcs...

if you want both? they integrate excellently...

Thanks Dan,

Yeah I should have read up on WHMCS a little bit better.. We do currently use it for billing system but you can also get ticket support on there. I should have asked it a little differently as well.

WHMCS is a fantastic billing system. The integrated helpdesk is simple and easy to use yet it has features that make it perfect for the hosting industry and compliments the main billing platform.

I've also tried Kayako but never got use to it too much since we started off with WHMCS only. However Kayako's helpdesk isn't bad at all.

As for live chat, we've used Kayako LiveResponse before but had some technical issues with it and ended up going with LiveZilla instead.

I have seen most major providers use Kayako. From personal experience it is an excellent product.

Kayako is nice - if you have a two-way login share between WHMCS<->Kayako then it would be excellent but when we tried it out ... it was more confusing for the client than it really needed to be.

Personally, I love Kayako's ticket system although their LiveResponse just sucks, we've had way too many issues with it which caused us to find a new live chat software. But WHMCS and Kayako are excellent, so not too sure which to pick, ahaha.

Personally, I love Kayako's ticket system although their LiveResponse just sucks, we've had way too many issues with it which caused us to find a new live chat software. But WHMCS and Kayako are excellent, so not too sure which to pick, ahaha.

I agree 100%. We use WHMCS purely for billing, then use Kayako for ticket management. Kayako is EXCELLENT for ticket management. However, the live support software from Kayako just down right stinks. I recommend Provide Support for live support. With the advent of V4 coming soon, that might change though.

WHMCS is extremely great, they have a very stable platform with a strong developer’s community which will be able to help you with any integration issues you might have.

Kayako is also great to handle ticket management. When I worked on a hosting company, we used Kayako to interact with customers and to communicate between departments were so easy.
And for the Live Support, we used service from LivePerson.com. The service and the chat system were also great.

WHMCS and Kayako are two different systems, WHMCS is something more than Kayako....

The ticket system in WHMCS in my opinion is great, have used Kayako in the past and i just prefer WHMCS for support, for livechat we use Parachat which is great for stats

WHMCS is best for billing and Kayoko for support.

WHMCS is a great integrated software with billing and helpdesk.
Kayako livechat and helpdesk are great for support.

This is really like comparing apples to oranges... WHMCS is focused on being a billing system and Kayako a ticket system. With that said, I much prefer Kayako to handle support... It is much more feature rich and I like the separation between billing and support on the backend. The client side integration of Kayako and WHMCS works rather well, so your clients have a single interface instead of two.

Kayako is nice - if you have a two-way login share between WHMCS<->Kayako then it would be excellent but when we tried it out ... it was more confusing for the client than it really needed to be.
Login share on the client side has already been implemented and we are using. Just amazing! However, the administrative interfaces for WHMCS and eSupport remain separate.
WHMCS and Kayako are two different systems, WHMCS is something more than Kayako....
Your contradicting your statement. WHMCS concentrates of giving you an excellent billing and client manage platform but with a touch of help desk features.

Kayako's eSupport on the other hand is a full fledged help desk software. You can use it to manage your entire staff's schedule. Manage work flow more easily. Excellent product!

It is definitely worth investing the 500 odd dollars on both software.

WHMCS all the way. I personally don't see the advantage of having both.

Login share on the client side has already been implemented and we are using. Just amazing! However, the administrative interfaces for WHMCS and eSupport remain separate.

We implemented the same login-share but found it still to be a bit confusing for clients and it didn't work both ways. It may have been improved since then.

Another vote for WHMCS

Thanks everyone - this was extremely helpful.

WHMCS has everything thrown in one package to get you started. Kayako is if you want something more for your support arm.

We are using HostBill ticket management is the simples one I ever saw. Easy to use.

They're for different purposes (support vs billing) so I don't think they can really be compared. Kayako's helpdesk is of course far superior since that's their main product. We use both Kayako and WHMCS together.