Kayoke Support almost 20 days No response - Kayako

dlevancho · 03:31 PM

Hi Guys, especialy Varuun and just to make sure you dont response saying , please ready the sticky threads so and son before posting..
Point is : client (we) opened the ticket on sep 13th and there is NO response at all for More than 2 weeks , we send emails to support, no response not evey saying "we are looking into it "
now I want to know are you Ignoring your clients or just not able to fix the issue? if you are looking into it why are not you updating ticket with that info?
I hope its none of them , to users : I wonder if any of you also experienc this none-resonsiveness from kayoka support?

jerett · 29-09-2006, 03:01 PM

Unfortunantly - kayako suffers on the side of support but they are working to fix their level of customer service. Kayako is by far the best software out there for helpdesk support but - I agree - needs to put some support behind it. You can't tell me they don't have the cash monies to do so.

dlevancho · 29-09-2006, 03:30 PM

I agree, software is best in the market,but paradox is, like its said " barber is is always unshaved", they dont support clients,

sureshkumar.mr · 29-09-2006, 03:38 PM

They have only three types of status set for tickets.
1. Open
2. On Hold and
3. Closed

You cannot guess what is happening to your ticket by the above statuses.

If we look into forum we can understand they were not good in client support from 2004 itself.

It took nearly two months for us to launch eSupport and with limitations. The product is not very flexible to accomodate all kind of industries. Too many limitations.

dlevancho · 10:25 PM

that is definately what is happeinign to us, because they are failing to respond to their support tickets, we are not able to rollout the system yet, button line is fi they dont support their product regardles what is the quality of it can not go very far, and so far support was horrible.

dlevancho · 29-09-2006, 03:45 PM

Varun Shoor! can you give at least a word why you guys not supporting your product?

**bear** · 29-09-2006, 03:53 PM

Can you post the ticket number? This way when he sees this he doesn't need to ask and delay any further.

supportskins · 29-09-2006, 03:56 PM

Just to add this is a non-support forum however you can certainly post your issues in here. There is a good chance you will find some help in here.

dlevancho · 29-09-2006, 10:24 PM

XCY-171606 is ticket number,
well situation is worth than that I am evary readly to celebrate if they even reply to ticket , this is definately going to make it in product review at some point, Now I realize how true it is : buy product for its support more than for its functionality.

**Raghav Arora** · 29-09-2006, 10:41 PM

Quote:

Originally Posted by dlevancho

XCY-171606 is ticket number,
well situation is worth than that I am evary readly to celebrate if they even reply to ticket , this is definately going to make it in product review at some point, Now I realize how true it is : buy product for its support more than for its functionality.

Hi dlevancho,
Its actually been 9 days which in itself is quite long. I have asked Mohit to send you an update on this as soon as possible and the exact reason as to why its taken so long for him to resolve.

Sorry about the delays, Let me know if there is anything else.

Regards,

Raghav Arora

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jerett Offline Member Posts: 44 Join Date: May 2005	29-09-2006, 03:01 PM Unfortunantly - kayako suffers on the side of support but they are working to fix their level of customer service. Kayako is by far the best software out there for helpdesk support but - I agree - needs to put some support behind it. You can't tell me they don't have the cash monies to do so.

dlevancho Offline New Member Posts: 8 Join Date: Sep 2006	29-09-2006, 03:30 PM I agree, software is best in the market,but paradox is, like its said " barber is is always unshaved", they dont support clients,

dlevancho Offline New Member Posts: 8 Join Date: Sep 2006	29-09-2006, 03:42 PM that is definately what is happeinign to us, because they are failing to respond to their support tickets, we are not able to rollout the system yet, button line is fi they dont support their product regardles what is the quality of it can not go very far, and so far support was horrible. Last edited by dlevancho; 29-09-2006 at 10:25 PM..

dlevancho Offline New Member Posts: 8 Join Date: Sep 2006	29-09-2006, 03:45 PM Varun Shoor! can you give at least a word why you guys not supporting your product?

bear Offline Community Moderator Posts: 674 Join Date: Jan 2005	29-09-2006, 03:53 PM Can you post the ticket number? This way when he sees this he doesn't need to ask and delay any further. ...read me...

supportskins Offline Senior Member Posts: 3,956 Join Date: Aug 2006 Location: Mumbai, India	29-09-2006, 03:56 PM Just to add this is a non-support forum however you can certainly post your issues in here. There is a good chance you will find some help in here. Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

dlevancho Offline New Member Posts: 8 Join Date: Sep 2006	29-09-2006, 10:24 PM XCY-171606 is ticket number, well situation is worth than that I am evary readly to celebrate if they even reply to ticket , this is definately going to make it in product review at some point, Now I realize how true it is : buy product for its support more than for its functionality.