Setup Trial - Few Questions!

[Kris]

Hello. Was doing some late night searching for work and trying to come up with a new solution to our antiquated help desk we have now. It does what it needs to, but it would be nice to have a little more and something that looks better.

My questions are below:

- We take care of many library systems in our state. With that, each system has to be represented in the help desk. For instance, if a user is part of system A - it needs to show that, along with their contact info, phone, email, branch, location, etc etc. Is that possible?

- Going by the above question, is it possible to give each "branch" 1 main login for the manager of that branch so that he/she can check tickets that his/her employees have submitted? Track them? See progress?

- If an emergency ticket is submitted, can we be notified via txt message on our mobile phones?

I guess there are alot of questions. Right now we are using http://www.wonderdesk.com/ - its "ok", but lacks alot of features and just provides basics. If anyone is familiar with it, is kayako years ahead as I imagine?

Any info would be great. There are alot of little things that are hard to know when you look at software so I am open to hear anything you have to offer.

Much appreciated!

Kris

[Siora]

Yes you can have one main login (the admin can set up the logins).

Yes you can have emergency tickets sent to your mobile phones (this is an additional cost, you have to subscribe to kayako's text services).

I'm sure other people will confirm this as well.

[Kris]

Originally Posted by Siora

Yes you can have one main login (the admin can set up the logins).

Yes you can have emergency tickets sent to your mobile phones (this is an additional cost, you have to subscribe to kayako's text services).

I'm sure other people will confirm this as well.

Was looking over some things, there is a field for SMS messages in the user setup. Is this additional cost?

Kinda confused. How much hidden costs are there?

[craigbrass]

For 100 Credits, it is $7.00 and for 250 it is $17.50. See http://www.kayako.com/smsgateway.php for more details.

[Jamie Edwards]

Hi Kris,

Welcome to the forums and thanks for considering Kayako

- We take care of many library systems in our state. With that, each system has to be represented in the help desk. For instance, if a user is part of system A - it needs to show that, along with their contact info, phone, email, branch, location, etc etc. Is that possible?

This is possible. You can use different template groups in order to change the user interface for each template group.

- Going by the above question, is it possible to give each "branch" 1 main login for the manager of that branch so that he/she can check tickets that his/her employees have submitted? Track them? See progress?

It is possible to assign a user 'Manager' permissions. This allows the manager to log in and view all tickets submitted by users who are in the same usergroup as the manager. In this case, you would have to maintain different user groups for each of your branches.

Again when combined with template groups, this can be done automatically (you can set up the system so that users registering at the desk under Template Group Z will go into User Group Z, and so on).

- If an emergency ticket is submitted, can we be notified via txt message on our mobile phones?

Absolutely - as Craig posted the pricings above, staff users simply enter their mobile phone numbers under their account preferences and can create Ticket Alert Rules which will generate an e-mail or SMS alert for a specified event (such as ticket raised with prioirty 'emergancy'.


I hope I covered all of your questions. If not, do post back.

Thanks,

[ppc1]

Originally Posted by craigbrass

For 100 Credits, it is $7.00 and for 250 it is $17.50. See http://www.kayako.com/smsgateway.php for more details.

Kris,

If you have a cellular provider that uses email-sms than you wouldn't even need to pay kayako for sms messaging.

For example, I have Verizon Wireless and I can tell kayako to alert:

mycellnumber@vtext.com and an email gets sent to my phone as a txt and its free(except for txt messaging rates by your provider which you would be charged anyway)

Hope that helps

[craigbrass]

ppc1 is correct. I have got a similar setup to work just to test too.