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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.

RH-Calvin 12-22-2014 07:10 AM

We are using WHMCS ticket system and it works really good. With all the customized options makes it much easier to handle all client activities.

Vincentas 12-30-2014 02:14 AM

WHMCS - not perfect, but works good.

Mike@WL 01-31-2015 08:51 PM

The one built into WHMCS works great. Before WHMCS, I was big on Kayako and Cerberus help desk.

Although simple, I like WHMCS as it is heavily integrated into the rest of the billing system, making it fast to gather related information to provide support with.

Hostfolks 04-25-2016 10:01 AM

I find the built-in WHMCS support does the job fine, getting better with the 6.3 versions.

VpsAG 04-25-2016 04:30 PM

Is your platform built on WHMCS? If yes, then you have little choices but the default one. If you have another platform, I would strongly recommend staying away from WHMCS.

zomex 04-27-2016 06:59 AM

I'm using the WHMCS ticket system, it have all the features we need and has had some nice enhancements in the latest WHMCS version.

whmcsguru 05-11-2016 02:43 PM

Quote:

Originally Posted by RoseHosting.com (Post 182684)
Cerberus helpdesk is a good choice and has knowledgebase functionality as well as a bunch of other cool features.

People still use Cerberus? I find it to be incredibly outdated as far as looks and functionality goes.

Used Kayako for a while, got tired of Varun's lack of management, slow progress in features , etc..

For now, WHMCS is where it's at. It's far from the best out there, and still needs a good bit of help, but it works.

Gsh_MM 05-11-2016 03:05 PM

I have used other billing manager, but I keep going back to whmcs my self. As it supports many billing gateways, and servers modules.

SenseiSteve 05-11-2016 03:21 PM

WHMCS is not perfect, but it is functional and suits our purpose.

cheapdedicated 05-12-2016 02:56 AM

We use the Build in WHMCS ticket system and it gets the job done BUT am also aware from previous use that Kayako is very good and feature rich.

DBH Web 05-13-2016 08:05 PM

We have used many different support systems and have found that WHMC's Built in system and Ubersmith are the best, which one you use depends on the project.

Shock Hosting 05-23-2016 03:46 PM

The built in WHMCS ticket system has been solid for us.

Easy to use and already integrated.

whmcsguru 05-23-2016 10:51 PM

You'd be surprised at how 'easy' it is to use , honestly, though I have to say I'm not a huge fan of their markdown implementation. This should have been done far better.

HostWinds_Jesse 05-24-2016 03:11 PM

I noticed everyone is really suggesting WHMCS. Which is a great choice. I recommend Box Billing. Great software, looks fantastic and is way cheaper than WHMCS.

Leasedlayer.com 05-25-2016 01:12 AM

WHMCS is one of the Best business automation tool to maintain and control all your clients details. Its a all-in-one tool which handles billing, administration, sales, abuse, technical support and other options.

cheapdedicated 05-25-2016 03:12 AM

Unless you want to sale premium support you would surely settle for the free inbuild WHMCS version. Definitely lucks a few things but works perfectly well for most support tasks.

Adam Greer 06-08-2016 06:03 AM

Kayako is best solution!

Alex HubRocket 06-08-2016 08:09 AM

Figured I would also add SupportPal (formerly ArcticDesk) to this thread. SP is built by the folks behind LicensePal and seems to be a great cheap product.

It appears to be more of a Kayako 3 type product in terms of feature set so not as advanced but at the same time not significantly cheaper than Kayako 4.

MangoXchange 06-08-2016 10:40 AM

kayako one of the best ticketing system

ughosting 06-08-2016 05:06 PM

We really like HostBill, as it integrates all of your automation, with a very good ticket system and live chat. Live chat and ticket system has macros (pre-written answers for common questions) and the ability to link a knowledge base (also included) article.

nixtree 06-13-2016 09:56 AM

Kayako is the best option and a classic one. there is no comparing it with the whmcs help desk

whmcsguru 06-13-2016 01:11 PM

While the 'best' anything is going to be subjective (personal preference), selecting a helpdesk that's continually buggy and continues to stall development is not really the wisest choice for the 'best option'.

I do agree that WHMCS needs some helpdesk work, however it's getting there, especially with improvements made in 6.3

WebHostGlobeCom 07-18-2016 10:47 AM

WHMCS is a good ticket support system and there are also many 3rd party add-ons to integrate with your hosting website. This makes it easy to use :)

OffshoreDdcated 07-21-2016 02:15 AM

We are using WHMCS. It handles signups, billing and support pretty nicely.
It is one of the most recommended ones for this kind of businesses.

GoldenBeaverHos 08-05-2016 08:43 PM

I prefer to use WHMCS system, the user only need to log in to one system for billing and support. Customers don't like to have to log in on 2 different systems.


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