Frustrated with kayako's lack of common sense

[MACscr]

Its very frustrating dealing with such dense support reps. They typically respond with answers that have absolutely nothing to do with the actual question.

Ok, now on to my actual complaints:

1) I cant believe the Contacts section of the Teamwork module has nothing to do with the helpdesk side of things. Why should i have to enter a user as a helpdesk user AND has a contact?

2) If im an Admin, why do i need to login to the staff section as well? I would think it would be automatic, but maybe thats because i have common sense. (not a big deal really, but dumb none the less).

3) No categories for news? Seems so basic.

Shoot, i have more, but i need to get going to an apt. Grrr. I honestly would not use kayako if it wasnt for the fact that my support staff insist on it. They arent the ones that have to deal with things as a whole though.

[Jamie Edwards]

Hi Macscr,

I am sorry you are not satisfied with the current features and response you have received from the support department. However, there isn't anything our support department will be able to assist you with if you were asking for your complaints to be addressed, other than posting a feature request for each.

1) I cant believe the Contacts section of the Teamwork module has nothing to do with the helpdesk side of things. Why should i have to enter a user as a helpdesk user AND has a contact?

The contacts database is available to be searched when creating a ticket (sending an e-mail). However, the user database and contacts database is indeed separate, and this was a design choice. For those (few, by our estimation) who want the user and contacts database merged - it would be little inconvenience maintaining a user account and contact entry for one user.

However, if we were to merge the two by design, there would be absolutely no work around for people just wanting contacts, without creating a functional user account well (particularly where users use SyncWorks). The two databases can (and will, in future) integrate better, but they won't be merged.

2) If im an Admin, why do i need to login to the staff section as well? I would think it would be automatic, but maybe thats because i have common sense. (not a big deal really, but dumb none the less).

This is another feature request we are considering adding to Version 4; however, for now the admincp and staffcp sessions are not shared.

3) No categories for news? Seems so basic.

Again, something to be added in Version 4.


If you have any other feature requests, feel free to post them in the feature requests (Feature Requests - Kayako Community Forums) forum.

Thanks,

[MACscr]

Just a note, i wasnt making any feature request, i just pointing out that your agents did not know how to think on their own (they only can point out suggestions from KB). Aka, i would ask how to do one thing and they would tell me how to do something completely different. Even if the system doesnt do what I asked, then they should have said it doesnt do that. This type of support "quality" is what I have received from kayako for years.

I was also pointing out that the script design was poor since the options i mentioned where not already in the sytem. Basic logic when designing the system in the beginning when it was created would have made it obvious that they were needed.

As far as contacts/users being merged. Thats not really a big deal at all. Its simple as a checkbox on user to decide if they are included with contacts syncing or even just categories. Heck, default admin config options could decide that as well. So the fact that there would be no way to decided what needs to be synced, etc, is an poor answer.

[Jamie Edwards]

Hi MACscr,

If you'd like to post your ticket ID, I can follow up the mistakes our technicians made and ensure they will not happen again.

As far as your feature requests go, you are welcome to post them in the Feature Requests - Kayako Community Forums forum and see how popular they are.

Thanks,

[John Haugeland]

I am currently building the v4 Teamwork module, and point #1 is taken into consideration.