Pre-Sales Questions

[tbenoit]

We're thinking of moving from Cerberus v2.7 to Kayako eSupport Suite and have a few questions.


1) When a client responds to a ticket, is it possible to receive an email notification, and that email contain the client's response? The email containing the client's response is not possible within the Cerberus version we are running.


2) I have a Windows Mobile 5 PDA. Is the PDA interface very usable? Are there features of the software that are not usable using the PDA interface?


3) What Windows Mobile 5 browsers have people had the most success with eSupport (Pocket IE, NetFront, Opera, etc)?


4) We have 2 separate MondernBill installations in the same domain (we provide different services, one requires Anniversary Billing while the other requires Monthly Billing). Is it possible to integrate a single instance of eSupport into both installations of ModernBill, such that both sets of our clients use the same eSupport system? The probability of email addresses being common between the two ModernBill installations is *VERY* small (I'd say it won't happen, but stranger things have occurred).

5) I've read through many different posts in the forums, and dome quite a bit of searching, and the level of apparent support from Kayako is a bit of a concern for us. Is this just a case of people being impatient, the "squeaky wheel not getting the grease" or are there real support issues with Kayako at the moment?



Thanks for taking the time to help us. We do appreciate it.

[Digital Mayhem]

1) Yes you can setup Alert Rules.

2) I would suggest installing KayakoMobile which is an Actual Application you install on your Windows Mobile 5 PDA/Phone. You can get the KayakoMobile Beta over at KayakoMobile Public Beta 5 Available

3) I dont know as I use the Kayako Mobile App and not a Browser but only Browser I have on my Phone is the one it came with which is IE4 I believe.

4) Yes very easy to do.

5) I believe its a case of people being impatient and then when they dont get a response within 48 hours they go and a response on their existing ticket not realizing when they do that it pushes it to the back of the Queue so now they gotta wait even longer now... Yes there are sometimes where ticket is accidently overlooked by Kayako I know cause I had one ticket that was overlooked for like 4 weeks and then finally Raghav saw it and replied and appologiesed that it was overlooked... But on the other hand there were some issues with support as it was really slow but that was because they were in the process of moving into new offices and hiring new staff.. Which they are now in the new offices and hired some new staff and I've had a few tickets up in the past month and they were answered within 4 hours.. So I think they have improved...

[tbenoit]

Thanks for taking the time to reply.

1) Very good to know. It's fairly important that we can read the client's reply in our alert notifications, so we don't necessarily "get out of bed at 03:30" for a client replying with "Thank You"

2) But my understanding of KayakoMobile is it is an offline only app. The WM5 devices we use are all online devices with unlimited data transfer to allow us to work from virtually anywhere we are. Although, I do recall reading a post somewhere that the app is supposed to work with LiveResponse. Any confirmation on that?

4) Good. Having to maintain 2 separate support systems would be a nightmare

5) To me, 48hrs is an unacceptable amount of time, of course depending on the issue being reported. In most cases, beyond getting it up and running (and more than likely not even then if the documentation/KB/forums are good at answering questions that may arise), I doubt we'll need support, but it's good to know it's there if/when we do need it and it'll come in much less than 48hrs. I did read the post about their new offices (they look very nice.....the company must be doing well with that office and the staff expansion plans to 80+ people) and it is promising to read that and to hear you have recently received assistance in roughly 4hrs.


If anyone has any recommendations for different browsers on their WM5 device, or any further comments, I'd appreciate it. If we need to obtain a 3rd party browser, we'd like to be sure we get the right one (no need to waste money licensing the wrong one).

[MarcelC]

1. Yes, you can be alerted by email and by SMS on cell phone, this requires you to prepay for SMS.
2. No experience with mobile
3. No experience with mobile
4. Just did it myself for one MB installation about five minutes ago, no problem. That is with MB V4. Two MB's should be no problem, just requires you to upload files into both MB's.
5. I agree with XeSolutions, support is very good lately.

[Digital Mayhem]

2) If you have wireless web on the device then you can use it well you would just click the Sync button and it will automaticly connect to wireless web connection and download all the tickets you then can respond to all the tickets and then hit sync again and it will reconnect and send those and also download any other tickets that may have come in... So you can still use it when away from the office and not have to worry about coming back and hooking up PC to resync.... So I think the KayakoMobile app would still work for you good.

5) To me anything under 72 hours is good... I understand that there is another probably 100,000 thousand customers before me that have tickets open and first come first serve... There are even bigger companies that have worst response times and they have alot more staff... For example I once opened a ticket with Dell as my laptop motherboard went out... It took 2 weeks before I even got a response granted once I did finally get the response they said a tech would come out to replace the motherboard and they showed up the very next day... But still took 2 weeks for the first initial response...