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  1. #1
    Join Date
    Aug 2003
    Posts
    2,172

    Ticketing System

    Hello, currently we use the built in modernbill ticketing system. It's not bad and serves its purpose however as we're growing we're looking for something a bit more advanced and better. We use modernbill for billing at the moment, with our billing system in the works. I'm wondering what you guys think of Kayako, which can be easily integrated into modernbill. We have multiple in-house techs, not outsourced and looking for the best option to provide support. Thank you.

  2. #2
    Join Date
    Aug 2002
    Location
    Seattle
    Posts
    5,525
    Kayako eSupport, without a doubt

    We just switched over here and are beyond pleased with it.

  3. #3
    i'm with stupid ^
    Kayako rocks!
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  4. #4
    We only provide support via Kayako's eSupport.

    You might say we have a pretty good idea of which desks work and which don't
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  5. #5
    Join Date
    Apr 2003
    Location
    Bluesquare dc, Uk
    Posts
    1,591
    Does Kayako pipe support@yourcompany.com emails into the helpdesk?

    We use Perldesk by the way, for exactly that reason
    Olly | INX-Gaming
    Call of Duty 4 hosting

  6. #6
    It sure does. I think it's a pretty tough act to beat for $24.95/mo.
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  7. #7
    Join Date
    Apr 2003
    Location
    Bluesquare dc, Uk
    Posts
    1,591
    Wow, I must check that out
    Olly | INX-Gaming
    Call of Duty 4 hosting

  8. #8
    Join Date
    Mar 2001
    Location
    Houston, TX
    Posts
    973
    Another prop for Kayako eSupport from us. We think it works quite well - beautiful, comprehensive, and intuitive.

    With Kayako's other product, LiveResponse, we have a few issues but it's not *too* terrible.

    Roj
    Web Hosting? Been there. Done that.
    I am niyogi.

  9. #9
    Join Date
    Mar 2004
    Posts
    1,301
    Kayako support is one of the best and most comprehensive support plans, as you can see the two outsourcing companies use them as well. It has nice payment options for someone to either buy or lease it.

    You should definetly go with it
    "Web Hosting is not just about selling space, it is about facilitating customers needs with your plans and supporting the customer for a long lasting mutually beneficial relationship."- Yaser

  10. #10
    Hmm...I've never tried Kayako, but from the looks of it I may give it a shot. I've been using Perlbill with the PerlDesk built in, for a couple years now, and it works okay.

  11. #11
    Join Date
    Apr 2004
    Location
    Philadelphia
    Posts
    119
    Support-Logic works just fine

  12. #12
    Join Date
    Jun 2000
    Location
    Orlando FL USA
    Posts
    1,315
    We switched from http://www.RightNowTech.com to http://www.Kayako.com and are thrilled with our decision to do so!
    FutureQuest.net
    Quality Services & Professional Support Since 1998
    Click Here To Visit the Community

  13. #13
    Join Date
    Mar 2004
    Posts
    58
    Hello,

    As original poster said you are growing and multiple techs, you may have a look at PHP vs J2EE report in helpdesk solutions :

    http://java.ittoolbox.com/documents/document.asp?i=2902

    For Java ticketing system : http://www.helpdesk-software.ws

    I hope this helps

  14. #14
    Join Date
    Feb 2003
    Location
    United Kingdom
    Posts
    522
    ModernBill + eSupport = Trouble-free hosting (for both the company and their clients).

    The integration of eSupport with MB is just amazing.

    The only other product with which I have first hand experience is PerlDesk. eSupport blows it away.

    Kevin

  15. #15
    Join Date
    Jan 2004
    Location
    Boise, ID
    Posts
    2,453
    Have seen a variety of the others, and worked with a few, we finally went with Kayako.

    With using ModernBill it didn't seem like much a choice.

    I will say this though. Email piping using Plesk was up in less than 5 minutes. I can review any ticket anytime I want, which I love because I can review technicians performance.

    Another really nice feature I've found is the integrated knowledgebase. It does help.

  16. #16
    Join Date
    Jun 2003
    Location
    UK
    Posts
    6,616
    As others have said Kayako is really nice but Kayako's support (i.e the authors) is a bit slow

    Rus
    Russ Foster - Industry Curmudgeon
    Freelance Sysadmin for Hire - email vaserv@gmail.com

  17. #17
    Join Date
    Jan 2004
    Location
    Boise, ID
    Posts
    2,453
    As long as you arent using Beta or RC you don't need support.

  18. #18
    Join Date
    Aug 2003
    Location
    Chesapeake, VA
    Posts
    3,381
    We did it the "hard way" and built our own ticketing system from the ground up.

    Wouldn't recommend it for everyone, for us it has worked out nicely since tie in a ton of admin functions and features for our merchant support into it.

    I've heard good things about Kayako and PerlDesk both, as well.
    CDGcommerce.com - Trusted Merchant Account Solutions since 1998
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  19. #19
    Join Date
    Oct 2002
    Posts
    250
    I received a very early version of eSupport, and had to make some hacks to get it to run on Solaris. Once I got it running, I didn't upgrade as the product developed because I didn't want to re-hack the code. I "think" it now works unaltered in the Solaris environment. I contacted the authors and was told that I would have to scrap the entire data base to upgrade, loosing all my ticket history. Since I have to loose (or manually re-integrate) the history anyway, I'm trying to do some comparison shopping before upgrading.

    In another thread, a poster reccomended http://www.cerberusweb.com. Has anyone did a comparison between this product and eSupport? It appears to be much more comprehensive, and looks like it will integrate better into an existing site. Any and all comments are welcome.

    Bob

  20. #20
    Join Date
    Mar 2001
    Location
    Houston, TX
    Posts
    973
    Cerberus, albeit a powerful helpdesk solution, is a little clunky in our opinion. The UI is not as intuitive as I think it should be when compared to the other popular helpdesk solutions out there.

    Anybody have thoughts on EdgePanel?

    Roj
    Web Hosting? Been there. Done that.
    I am niyogi.

  21. #21
    Join Date
    Aug 2001
    Location
    Brea, CA
    Posts
    541
    Originally posted by niyogi
    Cerberus, albeit a powerful helpdesk solution, is a little clunky in our opinion. The UI is not as intuitive as I think it should be when compared to the other popular helpdesk solutions out there.
    Hi Roj,

    While it's probably impossible to nail "the perfect interface" for everyone, we're constantly adapting our UI based on community feedback. Clutter/clunky UI is a common first impression people tend to have -- Cerberus has a lot of functionality, it's very customizable and flexible. That's more than a lot of people are used to, and an unfortunate side effect is to those people it looks more complex than it really is. A few hours of use during evaluation almost always clears that up.

    Suggestions for UI tweaks are being discussed in our forums in a sticky post here. Your feedback on specific qualms you have is welcome.

    Thanks!
    Jeff Standen, Software Architect, Cerb
    Cerb - web-based teamwork and workflow automation - https://cerb.ai/

  22. #22
    Join Date
    Jul 2003
    Location
    UK
    Posts
    1,887
    I'd suggest Kayako too!

  23. #23
    Well,

    I have been thinking about that for some time now. I had Kayako and PerlDesk in mind. I wanted to get the owned license (LiveHelp & HelpDesk). I saw some bad reviews about them, and some friends from WHT Recommended me to go with PerlDesk instead. I did went with them, and I'm pretty happy with their script, I have managed to modify Modernbill support tabs to send the client to PerlDesk

    I also saw a bug (at least on my End, Debian, Firefox and Konqueror) there's a Cookies issue that won't let you login on the helpdesk (specially WHT one) that is one of the reasons that I didn't go with Kayako. I'm not sure if it is because WHT Helpdesk is outdated or something because I tried with Windows too...

    If I was you I would get Perldesk and modify the Modernbill templates.
    ^_^

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