Interested in eSupport ...

[Chunky]

I am creating a web support system for a security company who want to manage service calls for a number of corporate clients. I was struggling to find the right mix of features, customisation and ease of use, and then I found kayako.com.

I'm looking at eSupport and thinking it will have enough clout for what I need to accomplish, but just to make sure I'll give you the simple brief I've been given in terms of functionality required.

"OK, we have over 30 clients on contract at the moment.

They currently log a call at the office, office gives a call ref number, assigns to engineer, engineer attends gets a ton of paper signed, hopefully fixed.

We are looking to put all clients on line to us via the net for remote support.
Client would like to see on line progress of the call, report of calls placed, download health and safety stuff, engineer would like to move to a paperless reporting system so the completion certificate gets back to the office as soon as and invoice can follow."

That's what is required. Am I right in thinking eSupport has the capability to handle this sort of setup?

[supportskins]

eSupport should meet most of your requirements besides the reporting needs. As of now reporting in Kayako is quite basic.

[craigbrass]

To add to that, reporting will be really advanced in V4 from what has been said. No date has been given for V4's release however.

[msmartinwsx]

Originally Posted by craigbrass

To add to that, reporting will be really advanced in V4 from what has been said. No date has been given for V4's release however.

Would be nice if they actually get this working with basic stuff like good search tool, web based live chat interface (that were both meant to be included early on from msn convos with Varun) first before even thinking about starting a new version.

Kayako comparative to a certain billing software, don't even finish one version before starting another.

[craigbrass]

It was planned for 3.5 but 3.5 was scrapped and it decided to just work on 4 and include loads of new features in that.