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EnveraHost 12-03-2014 01:47 AM

Preferred Ticket Support System
 
Hello there!

As a web host it's interesting to find out what people prefer as their ticket support system. If you are a customer of web hosting please share your thoughts on preferred ticket support systems. Such as WHMCS, ZenDesk etc.

I've seen a lot more web hosts utilizing ticket systems outside of WHMCS, as customers do people prefer this?

Thanks,
Andre

brentpresley 12-06-2014 08:55 AM

We have used WHMCS, Kayako, and Ubersmith.

We currently use Ubersmith because of the tight integration with the client billing and provisioning services for our Clouds (custom code integrated into Ubersmith).

The downside is that Ubersmith is expensive, there is just no other way to say it.

easyhostmedia 12-06-2014 11:01 AM

we use the Build in WHMCS ticket system and it works well, we also use the WHMCS live Chat (stardevelop)

webalternative 12-06-2014 09:06 PM

Hello,

We also use the build-in WHMCS ticket system... It's not really a features rich support system but it get the job done...

Alex HubRocket 12-07-2014 06:53 AM

We use Kayako for our support center and live chat for it.

It isn't really much about clients preferring it (at the end of the day they still get a ticket area, knowledge base etc). It is the features on the admin side that is lacking at WHMCS - things like SLA, billing capability, phone integration and a proper live chat system built into the helpdesk etc etc.

With Kayako, we can see clients ticket, chat and phone history in a ticket view. Makes it so much easier and that is just one example.

WHMCS is good to start with but if you want anything "extra" a separate helpdesk (with integration) is probably the best route.

Rado_Ch 12-09-2014 03:37 PM

Are the guys from Kayako better with their support nowadays? I remember using Kayako in another company a worked for a few years back and when we needed them it was quite a struggle to get a fast and proper response. Kudos for them if they have improved in that area :thumbup:

Alex HubRocket 12-10-2014 02:18 AM

Quote:

Originally Posted by Rado_Ch (Post 182533)
Are the guys from Kayako better with their support nowadays? I remember using Kayako in another company a worked for a few years back and when we needed them it was quite a struggle to get a fast and proper response. Kudos for them if they have improved in that area :thumbup:

I wouldn't know as I don't deal them directory, sorry.

EnveraHost 12-12-2014 10:29 PM

I'm considering moving to Kayako. Thanks for the input.

gate2vn 12-13-2014 02:33 PM

Quote:

Originally Posted by Rado_Ch (Post 182533)
Are the guys from Kayako better with their support nowadays? I remember using Kayako in another company a worked for a few years back and when we needed them it was quite a struggle to get a fast and proper response. Kudos for them if they have improved in that area :thumbup:

It's better now. I had several issues recently and they were resolved in a timely manner.

Alex HubRocket 12-13-2014 04:29 PM

Quote:

Originally Posted by EnveraHost (Post 182593)
I'm considering moving to Kayako. Thanks for the input.

They regularly update their software and integrates nicely with all channels: phone, ticket, email, live chat etc - A powerful platform so you should be good with them :).

I believe they also have a WHMCS module though from a 3rd party I think.

easyhostmedia 12-13-2014 04:33 PM

Quote:

Originally Posted by Alex - Arvixe (Post 182611)

I believe they also have a WHMCS module though from a 3rd party I think.

This is through WHMCS at http://docs.whmcs.com/Kayako

gate2vn 12-14-2014 06:32 AM

Integration module from WHMCS or 3rd party are not really working well, but the module from Kayako (their own module) is working mostly. Still there are some bugs, but they are not affecting much.

HH-Josh 12-14-2014 07:45 AM

We also use the built-in WHMCS ticketing system. Works well for us as we've also integrated our sales and support emails into it.

King-Servers 12-19-2014 07:55 AM

If you are looking for a common portal, then WHMCS ticket system is really good. Another alternative for kayako is cerberus.

RoseHosting.com 12-19-2014 12:23 PM

Cerberus helpdesk is a good choice and has knowledgebase functionality as well as a bunch of other cool features.


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