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  Post #76 (permalink)   06-07-2012, 11:05 AM
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Quote:
Originally Posted by Artashes View Post
All very fair points.

But for the sake of conversation, let me rotate the question a bit. Which route would you pick if your company was starting to generate $2-5 million annually? Would you stay with WHCMS, go to another solution (be it Kayako or something else) or develop a custom solution like some companies choose to do with their billing/control panels?

If it were me I would continue to use WHMCS until I saw reason not to. I don't see how revenue is even an issue.
That is why I've been asking the questions I have. That is why I keep pursuing this when someone makes claims about a certain software capabilities.

Giving answers about the software that I can readily find on the website is worthless in any discussion about the software. That is why I asked for real world comparisons and examples of how one software made things better than another.
That is why I ask if the cost/benefit ratio is significant enough to make the change in software.

I'm not here to sell WHMCS or crap on Kayako. I am simply calling things as I see them. If someone comes here and makes certain claims as to the superiority of a product I see no reason not to challenge them on that. The answers could be beneficial to anyone who is reading the thread and considering a change in software.
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  Post #77 (permalink)   06-07-2012, 11:19 AM
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i was happily using Livezilla as a livechat until they decided that their new version 4 would be chargeable at a huge cost, but version 3 would remain free, and would for the time being receive security updates but no support. i originally decided to say with version 3 until their was an issue which our techs informed us it was an issue with the script itself, so i contact livezilla and was told in a very abrupt email that if i wanted support i needed to upgrasde to version 4 so dont contact them again. so i tested several alternatives even the Kayako free trail, but this was not for me or my business, so the one i decided to go with was the Live chat addon for WHMCS.
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  Post #78 (permalink)   06-07-2012, 03:14 PM
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Quote:
Originally Posted by Blue View Post
If it were me I would continue to use WHMCS until I saw reason not to.
[...]
I'm not here to sell WHMCS or crap on Kayako. I am simply calling things as I see them. If someone comes here and makes certain claims as to the superiority of a product I see no reason not to challenge them on that. The answers could be beneficial to anyone who is reading the thread and considering a change in software.
That's cool.

While a claim of Kayako being a superior product was indeed made, I think in all fairness it was probably meant from the perspective of a software being more elaborate and feature-rich, which personally I cannot comment on since I'm not using either product.

However, a claim that a more expensive product equals better support, in my view, is fundamentally wrong. It is like saying everyone who is driving an expensive luxury car is a better driver.

As you said, you'd "continue to use WHMCS until I saw reason not to". I assume that the reason you are talking about has to do with the software's inability to meet certain needs/objectives required by your business.
 
 
 


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  Post #79 (permalink)   06-07-2012, 04:25 PM
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However, a claim that a more expensive product equals better support, in my view, is fundamentally wrong. It is like saying everyone who is driving an expensive luxury car is a better driver.
A good analogy.

Quote:
Originally Posted by Artashes View Post

I assume that the reason you are talking about has to do with the software's inability to meet certain needs/objectives required by your business.
Correct. If the software for some reason wasn't able to handle the extra volume then it would be wise to look at alternatives. Otherwise it wouldn't make a lot of sense to change without a cost benefit analysis.
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  Post #80 (permalink)   06-11-2012, 03:00 AM
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We are using WHMCS for both billing and ticket system. And it is working great so far. Integrated with other application always creates some problems.
 
 
 


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  Post #81 (permalink)   06-11-2012, 07:22 AM
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We have no issues with whmcs ticket system though we did make some modifications to make things a bit smoother and efficient.
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  Post #82 (permalink)   06-11-2012, 09:26 AM
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We have no issues with whmcs ticket system though we did make some modifications to make things a bit smoother and efficient.
That's actually interesting. What kind of modifications did you make and for what reason?
 
 
 


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  Post #83 (permalink)   06-11-2012, 09:51 AM
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Mostly Action Hooks for notifications and linking some of those notifications to also be posted on the noticeboard. There were some events in whmcs that do not trigger notifications that we wanted notification for and using the noticeboard as well for some things improves visibility and response time.
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  Post #84 (permalink)   06-13-2012, 04:58 AM
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WHMCS Ticketing system anyday.
 
 
 


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  Post #85 (permalink)   06-14-2012, 03:30 PM
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WHMCS is a great for all-in-one solution but Kayako is more dedicated as support system. Integrating them together is a better idea but still in WHMCS you have the escalation rules where you can define if some one assign a ticket to the admin the status of the ticket remain open and not closed. If you face this error email WHMCS and they can help you with that.
 
 


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  Post #86 (permalink)   06-14-2012, 07:00 PM
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whmcs was ok for us but as you grow and evolve you quickly run into limitations you can't easily fix with whmcs. For that reason we have started developing our own client management/billing solution in-house.
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  Post #87 (permalink)   08-02-2012, 03:31 PM
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It really depends, but I think Kayako should be used for large companies with many employees. Otherwise WHMCS does a great job.

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