Preferred Ticket Support System

EnveraHost

New member
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

New member
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.
 

webalternative

New member
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 - A2 Hosting

Active member
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

New member
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 - A2 Hosting

Active member
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.
 

gate2vn

New member
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 - A2 Hosting

Active member
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.
 

gate2vn

New member
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

New member
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.
 

RH-Calvin

Member
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.
 

Mike@WL

New member
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.
 

VpsAG

New member
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.
 
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