Will it do this?

[demios]

Hello,

I need to setup a support ticket system for my Cousin's company, they only have a couple of clients that would need to use it. The purpose of the system is to give some of their bigger clients a transparent support poral so that they can report faults and track the progress of the repairs.

They have Engineers on call 24 hours a day who all have email enabled mobile phones. Different Engineers are on call on different days. So the system needs to be able to route those tickets to the on-call Engineers out of office hours depending on the rota (which may not be weekly). This would most likely be via email.

What is the cost of setting the sms alerts in the uk?

I need to be able to turn off user registrations.

Do you think the software will do it or is it better to get something simpler?

Thanks

[craigbrass]

Out of the box, after checking, I don't think it would be possible. I suggest you check the marketplace board for one of the 3rd party developers as it would be a pretty easy code customisation I think.

Products SMS Gateway Overview details SMS costs.

[BigDawgRob]

Yes, a rules engine for auto-dispatching tickets to departments/staff users would be a great bit of functionality. Otherwise it does sounds like Kayako would work for this business case.

I'll have a think but perhaps one workaround would to use a third party tool to forward then staff alert to the relevant engineer's e-mail address. Then when the engineer receives the alert he (or in the UK rarely she), could login and reply with an acknowledgement to the customer. Kayako can assign tickets to staff members automatically when they reply to tickets.