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  Post #1 (permalink)   12-11-2008, 11:21 AM
HD Newbie
 
Join Date: Nov 2008
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Status: maad is offline
What type of ticket method systems do you offer for support. I'm new to this web hosting business and I have read about some big ticket method systems. I'm wondering if they have smaller ones for smaller hosts. Or is email the best way for support when you are small?
 
 
 


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  Post #2 (permalink)   12-11-2008, 11:52 AM
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We use WHMCS. It's probably the most easiest/simpliest and most userfriendly. you can get it at www.whmcs.com .. Honestly there really isn't any such thing as a small "ticket method system" .. there is many other there that are great. Clientexec is another one. Both these systems I have told you about will work on any big or small hosting company

best of luck to you.
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  Post #3 (permalink)   12-11-2008, 05:53 PM
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If you do not already have a ticket system in place and do not have a billing system, then WHMCS is strongly recommended from my end too.

I've used many different ones over the years - Cerberus, Kayako, InteliDesk (I think - they've been out of business for 7 years now), ModernBill, PerlDesk and others. Each one had their functions, and Kayako and Cerberus were perfect for a business with multiple operators and departments. But my choice still comes back to WHMCS if you're starting out and want a billing and support system in one.

I'd also go with a helpdesk rather than providing support via email. Similarly I'd provide live help on your site rather than using MSN or AOL or something.
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  Post #4 (permalink)   12-12-2008, 01:31 PM
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Pretty much, one size fits all.
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  Post #5 (permalink)   12-12-2008, 10:25 PM
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Hello,

I've had a chance to work with WHMcs, ModernBill and ClientExec. Out of all of them I would choose WHMcs hands down. Its the most effective - simple support / ticket system I've ever came in contact with.
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  Post #6 (permalink)   12-14-2008, 09:25 AM
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If you already have whmcs, then stick with that. If your support needs grow and you out grow whmcs, then kayako would be my next choice.

But until your needs grow, why pay for help desk system?
 
 
 


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  Post #7 (permalink)   12-14-2008, 11:49 AM
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We moved from Kayako BACK to WHMCS for support earlier this year - our clients prefer it. Even with the number of support staff that we have checking tickets etc (6 of us), it's still the choice rather than going with Kayako for us (and we used Kayako for 2 years)
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  Post #8 (permalink)   12-14-2008, 02:46 PM
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WHMCS is there but we never end up using it. All of our resellers and non resellers use the built in support ticket inside the Client Exec panel. It seems to be easier for most (them and us) and we (a few of us in the company) really do not like WHMCS for some reason.
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  Post #9 (permalink)   12-14-2008, 10:44 PM
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WHMCS is good and I recommend to using WHMCS
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  Post #10 (permalink)   12-15-2008, 08:06 AM
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I highly recommend Kayako or Cerberus these are very useful if you have a high ticket flow.
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  Post #11 (permalink)   12-21-2008, 08:40 PM
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We have used Kayako and Cerberus before. Kayako was a bit better, mainly due to it's layout. I thought Cerberus version 2.7 was great. I think LayeredTech still uses it. Then they came out with version 3.0 and now 4.0. From the demos I did not take to it too much.

Now we use Ubersmith for everything and it's great.
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