Support Problems

[1choice]

I am hoping someone here can help me.

We are using the hosted version of Kayako esupport.

Our emails are not being received by our customers. Some are getting them a day or 2 later. We are not getting all of our customers emails.

This is a huge problem.

We contacted support about the problem on the 25th.

Here we are on the 28th and not fixed nor updated on the problem.

Looks like only their sales department is available to help. And they know nothing.

Does anyone know how I can get this taken care of? I have tried their live, I have tried their ticket system, what else can I try???

I am desperate to get this fixed asap.

[sureshkumar.mr]

Sometimes they go into Silent mode. No one will reply to the tickets, whatever the issue might be. Suddenly one fine day they will start replying to all the tickets.

This is how Kayako Support works and you have to live with it.

[1choice]

Wish I had known this before I signed up.

Presales they got back immediately. Usually within a few hours.

Guess they pulled the ole bait and switch on me...bait me in with great service and switch to nothing.

[greengiant]

Support Problems? Read this

Also if you are going to complain aobut support please include your support ticket so someone at kayako can look into it and respond back. Thanks

[1choice]

Why would I put my ticket number if the forum clearly states that they will not provide support here.

I was just asking for help on getting in touch with support and getting a response from support. Which it seems I am not the only one to have problems getting support from this company.

It is too bad too. Great product...horrible support.

[Neil-UKWSD]

Hi,

If you post your ticket number one of the moderators will ask Varun to look into the problem.

[Raghav Arora]

Hi,
Please mail me the ticket ID at raghav.arora[at]kayako.com and I will look into it personally.

Regards,

Raghav Arora

[1choice]

I do not frequent these forums as I do not have the time to see your reponse to me Mr. Arora. I did get your email address 20 minutes ago from the Live Chat after practically begging to get help. (Your Sales department is always online go figure)

I asked when your Support is EVER online to help with our problem that is still not resolved after 8 days.

I was informed there is no direct but just come back after 15 minutes.

Can I get direct email to talk to somebody please? Just come back..they will be there in 15 minutes.

Ok...its now been 25...and now sales is offline too.

If you do not think you have a huge problem with your support....you need to take a look again.

Ticket number is QJU-263678 with no response since the 29th and the problem 8 days old

[Neil-UKWSD]

Hi 1choice,

Varun has stated in your other thread he is looking at your ticket so I will close this thread.