A complaint about Kayako Support

[oliverm]

For a company that provides system to allow people easy access to support, can someone at Kayako tell me why they have made it so hard to get support ?

I'm a paying customer, and don't really see why I should have to work at just submitting a support request to a company that creates a package that makes getting support so easy !!!!

Firstly, I try emailing support@kayako.com, which is a 'standard' method of getting support, only to be told that due to high levels of spam i cant email them. This is total nonsense. Havent you heard of antispam packages? My company provides spam services to other companies, and I can provide you with hosted spam services for just £2 a month for that address, so there really is no excuse, we seem to be able to do it, as do many other companies, and if you have to sort through some spam in order to aid your paying customers then i really think you should.

So, the automated response politely tells me to use the support portal to add a ticket. So, i hop on to the Kayako website, create an account on the support page, only to be told that I CANT CREATE A SUPPORT REQUEST and that i have to go to yet another section of the site, which also uses a totally different logon. So, I'm now in the members page, adding a support ticket. Frankly I now can't be arsed to fill in the really very odd requirements of administrative logon details to my central business package. After entering my support requirements, i click submit and guess what ?? Go on, guess! I get a page that tells me that I can't add a support ticket via the support section (which i wasn't on) and that I need to go to the Members section and do it there (which is exactly what I was doing!).

It's a total farse.

If you don't make enough money to provide me with decent support, then put your prices up. If you don't make enough money to purchase anti-spam for one email address, then put your prices up, or call us and we can provide you with antispam services.

If you think that making your own customer jump through hoops just to save you from having to click Delete on a few spams is a valid business practice then perhaps you should leave the support vendor sector and enter something more constructive, like running a games arcade, or cleaning carpets or something.

Olly

[craigbrass]

Ticket submission isn't that hard really. You go to members.kayako.net, click Get Support and then type your message.

[Jamie Edwards]

Hi Oliver,

I am sorry you do not agree with our current set up. The reasoning behind not accepting new ticket submissions to support@kayako.com (and only ticket replies, once a ticket has been raised) is both for spam reasons and also so that we can ensure only tickets are received by users who have an active support and upgrades package with us (a check which takes place in the member's area).

You just need to click on Get Support in your member's area, fill in the details and you should be good to go.

If you think that making your own customer jump through hoops just to save you from having to click Delete on a few spams is a valid business practice

We would not be talking about a few spams a day - we would be talking about hundreds and hundreds of them. Due to the nature of the tickets we receive, a lot of them would be misidentified as spam by the regular spam checker which is why we have not installed one.