We've used both, but to be honest I prefer the default WHMCS system Kayako is rather expencive and at the end of the day it does the same thing for the most part. Would I swap over to eSupport? Probably not without having a good reason.
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I think WHMCS's integrated support ticket system is great if you want to make it simple for your clients and staff. It's still a fairly powerful helpdesk but Kayako is definitely a great choice if you're looking to use a more advanced helpdesk system.
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That's really depend. If you see that WHMCS ticket system can handle all request of your support departments then you should stick with it. If you consider that you need a powerful solution then you should go to Kayako.
We recently purchase SupportSuite which includes a license for both LiveResponse and the ticket system, our development team found the ticket system to be much worse than WHMCS (Our current ticket system) and we experienced tons of issues with the LiveResponse, such as it disconnecting while chatting with clients which is a big big no no. We decided it was best to stick with WHMCS and we changed our live chat to AliveChat. I would highly recommend staying with WHMCS.
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