CRM Integration API

[nextcontact]

I'm not sure if this is already part of the development of v3.x, but I think the kayako platform could benefit greatly with an API that allows additional software like Plexum to leverage the power of functions like your contact management.

Maybe develop a module that further expands the contact management within Kayako into a full featured CRM system built into the support.

All support systems are basically CRM systems, so it would be nice to give all our members that are being managed with our plexum system the functionality to use the same powerful contact management that our support team uses... by allowing all our members who are connected via the Plexum login share that's already available, to also get defined permissions on entire group types of memberships... to allow them their own CRM access to all the leads/contacts they import and communicate with. More options than just conversation time/date and notes.

Plexum has it's own CRM contact manager, and it would be nice to combine the strengths of kayako with what the plexum system does best to create a linked system that we can all utilize the strengths... instead of just admin, by allowing each member to tap into that combined functionality.

This way i can have the members have access to not only provide live support to their own individual affiliate pages, but also use this powerful CRM functionality directly within the same kayako application that they're using to give their support through.

I guess that would come down to mapping all the appropriate database fields in the login share plugin, in addition to just the email and password login.

It might also be a good idea to link the ability to add/remove the custom fields in the plexum CRM system, as well as the notes with time stamp history, etc.

Both Plexum's and Kayako's graphing abilities can also provide some fabulous integrated functionality & reports to member affiliates, support staff, as well as management.

Any thoughts?

[Varun Shoor]

We are open to ideas, We already have an API interface in place, We just need the requests on what kind of things you would like to see and we will implement them.

Regards,

Varun Shoor

[nextcontact]

Awesome..

so I'm assuming you'd like to have a further discussion with me on what i can suggest would lead to a great kayako / plexum CRM product?

I have been working with CRM systems for quite sometime now, including a custom solution for Merrill Lynch that is running along side many other CRM systems within the company including SalesForce.com

What do you have in the plans so far for your CRM system as well as it's interopability with Plexum?

Thanks!!

[Varun Shoor]

Members Area is live, We will provide more details on CRM system once everything settles down with v3.

Regards,

Varun Shoor

[nextcontact]

thanks varun!!

I'm really looking forward to the enahanced CRM plexum integration / announcement, so i can plan our development around your CRM dev, instead of going at it from a custom angle.

[GoneShootin]

And nothing happened with this?

[Jamie Edwards]

Unfortunatly not, but an extensive developer's API is in progress at the moment which should aid any developer looking to integrate/swap data and transactions between SupportSuite and another system.

We'll post announcements here on the forum with regards to the APIs.

[GoneShootin]

Originally Posted by Jamie Edwards

We'll post announcements here on the forum with regards to the APIs.

And as usual, we all ask WHEN Do you have any more info on the proposed API?

This is great news. We wait in hope....

[Jamie Edwards]

No ETA, I am afraid.

[greg walker]

Do you plan on integrating on saleforce.com's AppXchange?

This would be great news for all and it would probally increase your sales!

[craigbrass]

Kayako only plan on building the API. Somebody else will need to that sort of integration...

[Jamie Edwards]

Originally Posted by greg walker

Do you plan on integrating on saleforce.com's AppXchange?

This would be great news for all and it would probally increase your sales!

Hi Greg; Unfortunatly we are not, but we will never rule it out. If there is enough demand, we will provide. Until then I am afraid it will not be on our roadmap.