Support Hours? - Kayako

fowen · **Support Hours? -** 20-10-2007, 12:17 AM

We are looking into Kayako for our helpdesk software at a large company and I was wondering what the support hours were? Also, could the company pay extra for Phone support.

supportskins · 20-10-2007, 09:29 AM

As of now Kayako does not provide phone support and they provide almost 24 hours support via ticket and emails from Monday-Friday.

craigbrass · 20-10-2007, 12:15 PM

Bar about 2 hour changeover time I read. They said a while back phone support is planned tho.

**Jamie Edwards** · 20-10-2007, 01:22 PM

The Support and Sales departments are open GMT: 0530 - 2330 on weekdays.
(EST: 1030 - 0430) (IST: 1000 - 0500)

We have technicians available over the weekend to handle any problems with our hosted services. Phone support will not be arriving for some time, I am afraid.

craigbrass · 20-10-2007, 02:10 PM

Maybe add that to http://www.kayako.com/contactus.php ?

fowen · 24-10-2007, 05:15 PM

I know the lack of phone support also no 24 hour support (even by helpdesk) will be looked down upon by the upper management tier.

Thank you for the info!

craigbrass · 24-10-2007, 09:18 PM

I have said this in a few other posts. Fair enough no phone support but 24 hour help desk / live support needs doing ASAP. Many companies operating Help Desks do 24 hour manning of it so they need the software provider to do this too really.

supportskins · 25-10-2007, 03:22 PM

I suppose they would be considering this as well. Kayako support has improved tremendously over the last 1 year or so with more man power so I guess with proper human management this too should be implemented in the near future.

PeteV · 25-10-2007, 03:56 PM

I want to add to this that Kayako's Help is only useful for basic questions and problems. If something more serious (or mysterious) is wrong -- which happened to us a number of time in just a few months -- Kayako does not have sufficient available developers to address such matters. Such Tickets then get stuck in the Kayako system for months without any resolution. Try to sell that to your upper management tier... ;(

**Jamie Edwards** · 25-10-2007, 04:18 PM

Hi Pete,

As I have posted several times here, I am aware of problems with complex support requests that require developer attention. However, I have overseen drastic improvements in this respect which are still continuing to improve - an accomplishment because our developers have also had to take time out to train new ones, whilst keeping on top of everything else.

PeteV · 25-10-2007, 04:25 PM

Jamie,

It seems like Kayako did a great job to improve customer support (as supportskins mentioned already) -- and this takes time. We all realize this, hopefully. That's the good news (which also appears all over the forums).

But at the same time, more complex issues do not get resolved in a timely manner -- yet. That's the bad news (which also appears all over the forums).

When evaluating Kayako's products, future customers should know about both sides of the story, which why I posted my Reply.

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fowen Offline New Member Posts: 13 Join Date: Mar 2006	Support Hours? - 20-10-2007, 12:17 AM We are looking into Kayako for our helpdesk software at a large company and I was wondering what the support hours were? Also, could the company pay extra for Phone support.

supportskins Offline Senior Member Posts: 3,962 Join Date: Aug 2006 Location: Mumbai, India	20-10-2007, 09:29 AM As of now Kayako does not provide phone support and they provide almost 24 hours support via ticket and emails from Monday-Friday. 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/

craigbrass Offline Senior Member Posts: 5,928 Join Date: Jun 2005 Location: Cumbria, UK	20-10-2007, 12:15 PM Bar about 2 hour changeover time I read. They said a while back phone support is planned tho. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

craigbrass Offline Senior Member Posts: 5,928 Join Date: Jun 2005 Location: Cumbria, UK	20-10-2007, 02:10 PM Maybe add that to http://www.kayako.com/contactus.php ? Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

fowen Offline New Member Posts: 13 Join Date: Mar 2006	24-10-2007, 05:15 PM I know the lack of phone support also no 24 hour support (even by helpdesk) will be looked down upon by the upper management tier. Thank you for the info!

craigbrass Offline Senior Member Posts: 5,928 Join Date: Jun 2005 Location: Cumbria, UK	24-10-2007, 09:18 PM I have said this in a few other posts. Fair enough no phone support but 24 hour help desk / live support needs doing ASAP. Many companies operating Help Desks do 24 hour manning of it so they need the software provider to do this too really. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger