Hi guys,

I'm considering upgrading my support system to Kayako and was wondering if anyone had any experience on these 2 together as 1.

I've surfed the net a bit, and there a few good comments and a few bad, so I just want to see what WHT-AU has to say about it.

Cheers,

James

I'd be interested to know as well, we are looking at possibly doing this soon - done a bit of testing when it first came out, and took a long time to get any help from Kayako and WHMCS. Probably better now...

We use WHMCS with Kayako and have had no issues at all.

The feature set for Kayako is a lot more comprehensive than the Support features included in WHMCS.

You do lose some functionality in WHCS with matching tickets to users etc but as far as your users are concerned when they are in WHMCS and click to log a support ticket it is created in Kayako seamlessly.

The best part is the integration only takes about 15 minutes and you are up and running.

I've used whmcs with kayako, but I'd say stay with whmcs default support system if you are not going to use kayako's features.

Although, the integration isn't so good, but it just works.

Personally while we did find an issue with it failing to allow customers to open existing tickets, simply see their queue this was a fault of our own, and purely related to the Kayako templates containing sloppy code on our part.

This aside, I fail to see how the integration isn't so good - yes it simply just works, isn't that the concept behind well written software?

If your implying that Kayako should be better integrated to the WHMCS Admin area with all due respect, no thanks. The current WHMCS support system shows that people who write billing systems are good at only writing billing systems or simply have no interest in writing support systems.

The only issue I have with the integration by default is that the main client area page shows a current support tickets box that is not updated, Mat has raised this as an issue however, and it can be overcome with a bit of messing around.

Just my experience, i dont like those WHMCS, Modernbill, clientexec etc, the versions i bought are very difficult to integrate. And i think most of my customers do not like them. Companies like softlayer etc are building their own systems than using these softwares.

However, i still suggest you use Kayako. Answering tickets are better than live chat support especially when you want to save time and manpower.

You can hardly compare the softlayer control panel to something like WHMCS, they're aimed at two completely different hosting demographics.

Indeed they are - the SoftLayer control panel has many more features - with as Gav said 'two completely different hosting demographics'