I will pay for assistance...

[cmarsh]

We purchased your system after the week evaluation. I had been told via email from sales that I could backup my eval database and re-import it. I learned that not to be true so I have re-setup everything but I am now having serious problems – interesting that the demo worked and the version I am paying for doesn’t. In fact, it’s impossible for my company to continue to use the product in its current state.

We keep getting errors with permissions when trying to view a ticket (which by the way is the only way to see any tickets are to look at the Response Time Report). Nor do we get an email when a new ticket is submitted also making this rather useless. Am I expecting too much to be able to view tickets in a support system? I have been emailing all week without any responses either and now I see that many customers wait as long as a month for assistance yet sales jumped right in when I asked a question.

I would gladly pay Kayako or a 3rd party firm to setup and fix these problems, the entire objective of this product is to better organize my company’s IT support calls instead this has created another layer of support.

[AlternateImage]

The best $59 I ever spent was to have Kayako install for us. It was up in 3 days...would have been two if they had given me a list of the questions I had to answer from the beginning but that is a small thing. We had one small followup issue after installation and it was handled in a couple of days.

When it comes time up upgrade, I am even going to pay them to do that. It is worth my time to let them handle it.

Thanks Kayako.

[cmarsh]

But since there is nobody that answers a phone and their emailed replies are often so vague I am finding this impossible. If they would just take the $59 I would gladly give it to them so I stop wasting my time. Since I have already paid I don't see how I can purchase additional services.

I received a reply from them requesting information about the ticket/problems but all they had to do was read the email/support ticket that submitted. However they did buy another day to do nothing to resovle the problem by answering I guess.

As it stands right now, customers can create tickets but we don't know about them, cannot see them so they are just emailing us complaining. Good thing I didn't pay to remove the branding - I can just blame this on Kayako's support tool.

[bear]

What sort of errors are you getting?
Can you paste one here?
What OS on the server, and is it Cpanel?