Migrating from another ticket system... few questions about Kayako & differences.

[bruinbear714]

I have been using an email ticketing system that's been around for a while for a few years, but am planning to move away from that software. Kayako looks promising, but I havn't been able to address some of the features/questions I have below from the trial demo.

1) My old ticketing system has a bayesian filtering spam learning filter. All I had to do was check the checkbox, and mark it as spam and it'll update its internal learning filter. Does this exist anywhere in Kayako for spam emails? If not, is there any plans to include that feature in the near future?

2) How many tickets/emails can kayako support before it slows down? My old ticketing system handled a little over 100,000 tickets on a non-dedicated server before bogging down.

3) Is it possible to display html+images in the body of the ticket? Using the trial account, it seems like all images get stripped in the ticket body and presented as attachments even though the original email had inline images in the body. Basically, is it possible to configure kayako to display the ticket content as if it was read on an email client such as outlook?

4) If I purchase the license with source code, does the code utilize smarty template engine or other template engines? I will be modifying the ticketing system to customize it for my own requirements.


Lien

[craigbrass]

1. It currently doesn't. You can setup rules to dump the mail if it contains something in the subject, something in the body or comes from a domain, etc using Kayako though. I recommend using a service like FuseMail Email Hosting | Business Email Hosting Services to spam handle your mail first before being pulled into Kayako. You may find How does v3 handle SPAM? useful.

2. It is more dependant on how much it is being used rather than how many stored. MySQL is able to handle large amounts of rows in a table very effectively.

3. All images sent in emails are added as attachments to the ticket. You can also do this using the web based interface.

4. It uses the SmartyLite template engine. All templates are handled via the administration control panel.

Hope this helps but feel free to ask any more questions.