Is kayako really designed for Internet-exposed environments?

[rustymonkey]

Question for other users:

I'm a recent purchaser of Kayako, and have been setting it up this past week and noticed a few apparent limitations that seem to indicate it is designed more for internal helpdesks than it is for external (internet-facing) deployments. Specifically:

1) The knowledgebase gives users the ability to submit comments, however, unless I'm mistaken, this function doesn't appear to require that users be logged in OR that they be forced to use a captcha.

2) The helpdesk seems to force the user between using a third party directory and allowing unauthenticated users to submit heldesk queries (see details at: Does loginshare really prevent unauthenticated users? )

These are pretty significant limitations for a product that is designed to be used as an internet-facing helpdesk, and made me wonder whether most companies are using it internally and that's why these limitations exist.

Any thoughts would be helpful.

Thx.

-Rusty

[craigbrass]

1) CAPTCHA can be added using http://forums.kayako.com/f52/mod-cli...captcha-13138/
2) You can force registered only by going Staff CP -> Users -> Groups -> Guest and setting Submit Ticket and Register to No.

[rustymonkey]

Re. 1) Thanks--I'll have a look.

Re. 2) I'll comment in the other thread on this subject.

-Rusty