Support?

[digitalibiz]

Has anyone actually got any decent support from Kayako? They used to be good but they've really went down hill. I've had a ticket open for many days now with about 3 responses from them, each being 1 line. There's about 2 to 3 days between each of their 1 line responses. Is anyone else having this problem? We're considering live person and a couple other products.

[Neil-UKWSD]

Hi,

What is your ticket id and I will ask Varun to look into what the problem is with your ticket.

[digitalibiz]

The ticket ID is DUX-230355

Even their support staff just told me "Varun" will be on it within 5 minutes but again, an hour has passed.

[Varun Shoor]

It seems you failed to mention that your ticket was replied to with proper details today itself? (Approx 9 hrs ago)

I have personally replied to it again and would like to know who gave you the time frame for resolution as every staff have been instructed to not provide any time frame on resolution of an issue.

Please understand that our average response times hover around 8-12 hrs and complex issues can take more, Issues like yours which are not related to our software, have no access, no files to replicate can take more time depending upon complexity.

Regards,

Varun Shoor

[digitalibiz]

Varun,

Even you responded to our ticket and still, another 4 days has past. We've begun our evaluation of other products. We missed out deadline and cannot afford anymore set backs due to lack of help or support. It's a shame that you guys have a good product but can't support it. We've responded to the ticket that we're not going to upgrade anymore. As soon as we finishing implementing the other solutions we'll move on. Hopefully things will improve in the future.

[triller]

Kayako's support is unsatisfying, my 2 tickes CMG-373301 and EWI-302664 can not get reply in 5 days averagely even I always update quickly.

The 2 problems is so crucial to our use of Kayako, but no way but waiting waiting waiting...

[Raghav Arora]

Originally Posted by digitalibiz

Varun,

Even you responded to our ticket and still, another 4 days has past. We've begun our evaluation of other products. We missed out deadline and cannot afford anymore set backs due to lack of help or support. It's a shame that you guys have a good product but can't support it. We've responded to the ticket that we're not going to upgrade anymore. As soon as we finishing implementing the other solutions we'll move on. Hopefully things will improve in the future.

I apologize for the delays. Varun Shoor had not been at Support Desk last week and was busy in the new integration script for ModernBill. All his tickets have been assigned to different staff members. I have assigned your issue to Mohit Sharma and he will fix it today for sure.

Originally Posted by triller

Kayako's support is unsatisfying, my 2 tickes CMG-373301 and EWI-302664 can not get reply in 5 days averagely even I always update quickly.

The 2 problems is so crucial to our use of Kayako, but no way but waiting waiting waiting...

Your ticket CMG-373301 has been assigned to Mahesh Slaria and it will be answered shortly.

And EWI-302664 has been updated by me.

[digitalibiz]

Originally Posted by triller

Kayako's support is unsatisfying, my 2 tickes CMG-373301 and EWI-302664 can not get reply in 5 days averagely even I always update quickly.

The 2 problems is so crucial to our use of Kayako, but no way but waiting waiting waiting...

We found a new product. SupportTrio.

It's very similar to Kayako and so far their support has been much better. Getting support from Kayako has been an impossible task. There are many others in the same boat at as. I've talked to many who feel the same way.