Centralized Control center for Support suite?

[SerG2]

Hey there guys,

Our task is to find a proper Helpdesk system which would mostly fit our main requirement. We have a lot of software products we have to organize support for. Users of each product should not know about existence of other projects.
But we want a cetralized admin interface to control and answer tickets on ALL the projects. Is it possible with Kayako? Can we organize submitting tickets from different product sites to one centralized system and to be able to personaly response to each group within this admin area?
Thank you!

[itechwest]

I believe you could do this if you use the template groups fucntion and correct me if I am wrong Kayako, install the software on each domain but use the same db... I may be wrong on that....

Option 2 would be to link to a centeral support domain for all products... ie support.softwareco.com and then use the template groups to sort your clients by product.

Using the groups can give you the ability to have a kb and download section specific to each product.

[SerG2]

Originally Posted by itechwest

I believe you could do this if you use the template groups fucntion and correct me if I am wrong Kayako, install the software on each domain but use the same db... I may be wrong on that....

Option 2 would be to link to a centeral support domain for all products... ie support.softwareco.com and then use the template groups to sort your clients by product.

Using the groups can give you the ability to have a kb and download section specific to each product.

That is the problem...we have different companies not connected with each other, each with own product and own clients, but we have ONE support team and we want to do everything from one admin area, which would include all our projects. Any official reply by the Kayako stuff?

[ehoffman]

We did set ours up in that manner with assistance. 7 domains total, all hidden from each other. Our internal staff sees it all, plus some additional support from the one company logs in and sees the backend with ONLY their department for support. Is very cool.

Otherwise, I would look at something like AutoTask that might help....but its more than helpdesk. Certainly seems to fit your requirements out of the box.

Thanks.

[itechwest]

Originally Posted by ehoffman

We did set ours up in that manner with assistance. 7 domains total, all hidden from each other. Our internal staff sees it all, plus some additional support from the one company logs in and sees the backend with ONLY their department for support. Is very cool.

Otherwise, I would look at something like AutoTask that might help....but its more than helpdesk. Certainly seems to fit your requirements out of the box.

Thanks.

Hey Eric,

Tell me more about this