A couple of queries before purchasing the full package...

[Vision i.T]

Hi all.

Due to recent changes with our current helpdesk software, we have been forced to migrate to another provider.

We have spent many hours researching Kayako and we're very surprised at the level of functionality for such a small cost. There are a few things we need to check, and live support were unable to answer either question.

VoIP/SIP Support:
We currently use a hard-phone for incoming support requests, but the native VoIP support would be very useful.

When an incoming call is received, how is the call handled? Is the SIP add-on a simple soft-phone allowing two-way communication (in which case, we'll stick with a hard-phone), or does it link in with WinAPP in other ways?

When an incoming call is received, is WinAPP/SupportSuite able to identify the incoming CID and automatically display data relevant to that caller, providing the CID is linked to a client already in the database?

If not, is it possible to adapt the module to suit our own unique requirements? (We are purchasing the full package up front, so source would be included)

KayakoMobile:
This feature is probably one of the most important to us. Are there plans to allow field agents to create new tickets from the PDA interface? If not, is the source for this application also included within the package?

There have been many occasions in the past where field agents have needed to not only adjust existing tickets, but raise a further issue whilst on site. All PDA's have a permanent internet connection, so can this new ticket be sent OTA to the helpdesk for in-house support staff to deal with?

I don't wish to decry the efforts of our previous provider (Cerberus), but within hours of researching Kayako, it had become clear that we'd found a project with the potential we need to move forward.

We look forward to hearing from you.

Kind regards,

Paul Moore
Proprietor
--

Vision i.T Services
Home of AdsBlackList.com | #1 MFA Filtration service for Google Adsense™

[Digital Mayhem]

When setting up VOIP/SIP in the LiveResponse Application you will input your Username, Password, SIP Domain there are no other settings or options so you can only make and receive calls (two way communications). You will have a dial pad screen you can dial a number and place a call. or if you hear it ring you can answer a call. Thats as advanced as it is right now... Though if you would like you can submit a feature request for some of the other features.


Currently you cannot open a new ticket within KayakoMobile but its a feature I would like to see added so there is another feature request you can submit

[Vision i.T]

Hello Steve

Thank you for your prompt reply.

Given that SupportSuite doesn't support either of those functions, is there any API support?

[craigbrass]

You will be able to add new tickets shortly. See Add New Ticket for more details.

[Vision i.T]

Call me a cynic, but apparently people have been waiting for 2 years! How "shortly" is shortly?

I've seen a screenshot and an alpha release (which looks great) but is a release likely to be in the next month or so?

[craigbrass]

Not sure. He needs to merge it in to the Version Control server with the latest build files so a new build will get created. If I catch up with Ryan over the weekend, I'll ask him for you.

[Jamie Edwards]

Hi VisionIT, welcome to the forums and thank you for your interest in our products.

Hopefully adding ticket functionality in KayakoMobile will be complete within the next month. It will not feature in the upcoming stable build (due for release in a few days), however I do intend that it is completed sooner rather than later.

Originally Posted by craigbrass

Not sure. He needs to merge it in to the Version Control server with the latest build files so a new build will get created. If I catch up with Ryan over the weekend, I'll ask him for you.

We are waiting on problems with the server-side code; not waiting to merge the current KayakoMobile build.

[craigbrass]

Oh yea, I think Ryan did mention that it was waiting on that. Forgot about it.

[Vision i.T]

Hi Jamie

Thank you for your help. I look forward to seeing the new version soon.

I'm pretty convinced I'm not going to find any other product which offers such a broad range of features for this price... so I'll go ahead and raise an order this afternoon.

We already have a number of modifications to make before we can launch the helpdesk, but can these modifications be shared with the community without breaking your licensing agreement?

For instance...

Our PDA's run a proprietary PHP/SQLite database which directly links to a field agents SD card. Dotted around the building are a series of "SD Update Points" allowing staff to insert their cards and sync with the core database. If the KayakoMobile back-end relies on XML, we will simply design a PHP interface to mimic the KayakoMobile PPC application, without incurring the extra overheads of running another application. It is vital to provide field engineers with access to the knowledgebase (something which I believe isn't possible with KayakoMobile). If we do decide to go down this PHP/PIE route, we can store this knowledgebase on the users SD, removing the need to remain online.

Can the above modification (and subsequent file changes) be released?

[craigbrass]

As long as the files you release don't contain any of Kayako's code, you can release it.

If they do, you should contact Jamie first before releasing so he can look over it.

[Jamie Edwards]

Hi again,

Great to hear

We already have a number of modifications to make before we can launch the helpdesk, but can these modifications be shared with the community without breaking your licensing agreement?

This would be very well received by the whole community; I look forward to seeing what you have to share! Please note that the KayakoMobile source is not open nor can it be reverse-engineered.

If you are intending to release a lot of code that belongs to the standard package (and is not your own), please let me know and I'll have a look to see if it is too much.

Many thanks,

[Vision i.T]

Hi Jamie

Thanks again for your reply.

I will contact you prior to releasing any modifications.

I've just come across TicketPay which appears to be a superb addition to Kayako and something which I'll be purchasing straight after Kayako.

Is there any chance that TicketPay will become native to Kayako, and therefor be included in the WinAPP?

Anyway, thanks to everyone for the advice. I'll place the order in the morning.

Kind regards,

Paul Moore

[Jamie Edwards]

Hi Paul,

In the future (looking to Version 4), we may produce a module similar to TicketPay that integrates with the rest of the package; nothing on this is final, though.

[craigbrass]

Is there any chance that TicketPay will become native to Kayako, and therefor be included in the WinAPP?

I strongly think Kayako should purchase the source code copyright to TicketPay and include it with SupportSuite.

[Vision i.T]

+1

If it's half as good as it looks to be, why re-invent the wheel?