Considering Kayako

[bmaurier]

We are considering moving to Kayako from our current provider. I have a couple of questions:

1) We have a mask that replaces the basic sequential ticket number with a date/random number format: YYMMDD-xx, with the last two digits being a random number from 1-99. Will we be able to set this up in Kayako?

2) We'd like to import our existing database of tickets (around 5000+) from our current provider, Cerberus. I've seen mention elsewhere on the forum that there might be an IMPEX script that will do this, but I've also read that it is not flawless. Can you give me some definitive info on what this import script will and will not do?

Thanks!

B

[craigbrass]

1) I imagine this would be possible by changing the code that generates the IDs just a little bit. Check the marketplace board for a developer to assist you if you like.
2) Yes, Impex will do this. It imports departments, email queues, knowledge base articles, staff, tickets and users.

[thelimey]

Can I ask what version(s) of Cerberus the Kayako Impex will work with?

[craigbrass]

It works with 3 upwards as far as I am aware.

[markb]

Originally Posted by bmaurier

We are considering moving to Kayako from our current provider. I have a couple of questions:

1) We have a mask that replaces the basic sequential ticket number with a date/random number format: YYMMDD-xx, with the last two digits being a random number from 1-99. Will we be able to set this up in Kayako?

2) We'd like to import our existing database of tickets (around 5000+) from our current provider, Cerberus. I've seen mention elsewhere on the forum that there might be an IMPEX script that will do this, but I've also read that it is not flawless. Can you give me some definitive info on what this import script will and will not do?

Thanks!

B

I noticed that you are on a hosted system - if you intend to remain on a hosted system, I don't beieve you will be able to modify the code.

We have recently purchased a licenced copy and have only now found some issues with the email templates. Check the rest of this forum for any issues that you may suspect are in base product but are not.... we for example are somewhat disappointed that there is scant information available in the email templates. There are also some major issues with the SLA features... some may be going to be addresses, but there is no roadmap for any features or release targets.

[craigbrass]

Oh yes, I missed that.