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  1. #1
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    *Warning* Unable to upgrade Kayako v3 licenses that have been transferred

    So last month I purchased an owned v3 license and started doing some dev work on integrating it into our systems. Opened a ticket for a sales question which led to me asking to upgrade to v4. I was then told:
    We regret to inform you that the transferred/resold licenses cannot be upgraded to V4.
    This came as a bit of a shock to me as I've read through many threads and also followed along on the blog about v4. I've read a lot but never anything about transferred licenses not being upgradeable. I've also been watching the script sales forum for a few months to try and pick up a license and have seen many sold for the sole purpose of upgrading.

    I'm a little frustrated as it means my owned license is worthless once they stop supporting v3 if I can't upgrade. My ticket with them is currently escalated as the person who called me about it was unable to point me to where this rule is stated. (Going on 3 days now).

    I decided I better open a thread here as I know license sales are continuing and wanted to warn other people that they may end up disappointed like me when they try to upgrade.
    Corey Arbogast | CEO
    █ 888-X10-9668, x703 - corey[@]x10hosting.com

  2. #2
    I think (may be wrong as I'm not from kayako) that if you purchased version 3 then its not upgradeable to version 4 for free, you could however try to contact them and try to work something out. I had a monthly recurring license before and was enquiring whether it could be upgraded to v4 only to be told of the new pricing schemes.

  3. #3
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    I hope there's more to this! If Kayako won't let people sell their owned v3 licenses and in turn allow the new owner to upgrade to v4 for free or a very nominal fee, they should be dragged through the streets and have their name thrown in the mud at every given chance. Rest assured, I'll be right up there leading the charge.

    Pay attention Kayako. If you guys want to dick people around with their owned v3 licenses, you better be ready for one hell of a battle played out on the forums and anywhere else Kayako is mentioned in public. Your software isn't as great as you think it is and given how much you raised prices, to further interfere with your existing customers will only bring you further grief. It's only a matter of time until some other company comes out of no where and knocks you off your pedestal for help desks, then you'll go the way of ModernBill and disappear into the night. Rightfully so if you ask me!

  4. #4
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    Quote Originally Posted by [x10]Corey View Post
    I decided I better open a thread here as I know license sales are continuing and wanted to warn other people that they may end up disappointed like me when they try to upgrade.
    You were misinformed by one of our agents, I think. I'll check it out and get it sorted - you'll get a reply back shortly.
    Last edited by Jamie Edwards; 03-04-2011 at 07:47 PM.
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  5. #5
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    Quote Originally Posted by Patrick View Post
    they should be dragged through the streets and have their name thrown in the mud at every given chance. Rest assured, I'll be right up there leading the charge
    Calm down... it is not the case. It is just a miscommunication. Even though the license agreement each V3 customer signed up to stated that licenses cannot be transferred except at our discretion, we have and continue to let them do so.


    and given how much you raised prices, to further interfere with your existing customers will only bring you further grief
    Existing customers do not pay the prices that new customers do.


    Your software isn't as great as you think
    What matters is what the customers think, and they think it is
    .
    »
    @jmedwards
    - find me on Twitter!
    » Kayako help desk software - we help our customers help their customers

  6. #6
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    Hi Jamie,

    I appreciate it and look forward to getting it resolved.

    Thanks
    Corey Arbogast | CEO
    █ 888-X10-9668, x703 - corey[@]x10hosting.com

  7. #7
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    Quote Originally Posted by Jamie Edwards View Post
    What matters is what the customers think, and they think it is
    Your software is the best out there right now but at one point ModernBill was also the best and now look where they are. WHMCS not only surpassed them in terms of users, they mowed them down in the process and bits and pieces are now found in that Parallels Plesk Billing garbage... there's just nothing in Kayako v4 that wowed me and dear I say, I think the client frontend in v3 was much better.

    To each their own I guess. I'm holding onto my v3 license for now, it's more then adequate ... I just hope it remains secure until someone else develops a help desk catering to the web hosting community that wowed me as much as Kayako v3 did.

  8. #8
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    I have an owned license of kayako. I was using version 4 for a few weeks when it released. But due to several bug in it and instability I had to switch back to version 3. Now my support and updates expired and I am not allowed to go back to version 4 again. Kayako wants upgrade fee even though I was using version 4. My license should be locked with version 4 because my update was expired after the release of version 4. This is how other systems such as whmcs works, but not kayako.
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  9. #9
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    Quote Originally Posted by MobPanel Team View Post
    I think (may be wrong as I'm not from kayako) that if you purchased version 3 then its not upgradeable to version 4 for free,
    Sorry that's wrong. I was using version 3 and was able to upgrade to version 4 for free. But had to switch back to version 3 because of big big issues/bugs in v4 at that time


    And also , most companies/products give 1 year support and upgrade with their owned license. Kayako seems an exception, gives only 3-6 months depends on from where the license was purchased.
    Last edited by ZeroWebLLC; 03-04-2011 at 09:11 PM.
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  10. #10
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    Quote Originally Posted by Patrick View Post
    I think the client frontend in v3 was much better.
    Client end of v4 can be modified to look like v3 by modifying relevant templates.
    Specialists in Kayako Applications - Implementation, Development, Customizations & Premium Support
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  11. #11
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    Quote Originally Posted by supportskins View Post
    Client end of v4 can be modified to look like v3 by modifying relevant templates.
    I understand that, but I don't have the time to make it happen. Hint, hint. I notice you guys are in the business of Kayako skins... you should come out with the v3 skin for v4 and make it easy to implement.
    Patrick William | RACK911 Labs | Software Security Auditing
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  12. #12
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    Quote Originally Posted by Patrick View Post
    I understand that, but I don't have the time to make it happen. Hint, hint. I notice you guys are in the business of Kayako skins... you should come out with the v3 skin for v4 and make it easy to implement.
    I am sure we can do that
    Specialists in Kayako Applications - Implementation, Development, Customizations & Premium Support
    Website: http://www.supportskins.com | Twitter: @supportskins | Facebook: supportskins

  13. #13
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    Now I wish we could get WHMCS + k4 to play nicely. :-D

  14. #14
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    Just wanted to update this... was able to upgrade to v4 after a few days of going back and forth. It seems the people answering tickets are confused on the process though, looks like some additional training is necessary.

    And I agree with the WHMCS + v4, hopefully someone will come out with something for full integration eventually.
    Corey Arbogast | CEO
    █ 888-X10-9668, x703 - corey[@]x10hosting.com

  15. #15
    Are they still keeping up with the upgrades for those who have transferred v3 licenses? I'm still seeing mixed replies all over the forum and am interested in purchasing a used v3, want to be sure before doing that of course.

  16. #16
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    Quote Originally Posted by Hazey11 View Post
    Are they still keeping up with the upgrades for those who have transferred v3 licenses? I'm still seeing mixed replies all over the forum and am interested in purchasing a used v3, want to be sure before doing that of course.
    I would contact them prior to purchasing or selling a license to confirm so you have it in writing. As far as I know there was no expiration on the upgrades however I did have to jump through some hoops to get it done.
    Corey Arbogast | CEO
    █ 888-X10-9668, x703 - corey[@]x10hosting.com

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