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  Post #1 (permalink)   12-03-2014, 01:47 AM
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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?

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  Post #2 (permalink)   12-06-2014, 08:55 AM
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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.
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  Post #3 (permalink)   12-06-2014, 11:01 AM
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we use the Build in WHMCS ticket system and it works well, we also use the WHMCS live Chat (stardevelop)
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  Post #4 (permalink)   12-06-2014, 09:06 PM
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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...
 
 
 


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  Post #5 (permalink)   12-07-2014, 06:53 AM
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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.
 
 
 


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  Post #6 (permalink)   12-09-2014, 03:37 PM
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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
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  Post #7 (permalink)   12-10-2014, 02:18 AM
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Originally Posted by Rado_Ch View Post
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
I wouldn't know as I don't deal them directory, sorry.
 
 
 


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  Post #8 (permalink)   12-12-2014, 10:29 PM
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I'm considering moving to Kayako. Thanks for the input.
 
 
 


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  Post #9 (permalink)   12-13-2014, 02:33 PM
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Quote:
Originally Posted by Rado_Ch View Post
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
It's better now. I had several issues recently and they were resolved in a timely manner.
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  Post #10 (permalink)   12-13-2014, 04:29 PM
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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.
 
 
 


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  Post #11 (permalink)   12-13-2014, 04:33 PM
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Quote:
Originally Posted by Alex - Arvixe View Post

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
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  Post #12 (permalink)   12-14-2014, 06:32 AM
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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.
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  Post #13 (permalink)   12-14-2014, 07:45 AM
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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.
 
 
 


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  Post #14 (permalink)   12-19-2014, 07:55 AM
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If you are looking for a common portal, then WHMCS ticket system is really good. Another alternative for kayako is cerberus.
 
 
 


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  Post #15 (permalink)   12-19-2014, 12:23 PM
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Cerberus helpdesk is a good choice and has knowledgebase functionality as well as a bunch of other cool features.
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