Support

[Jamie Edwards]

Our technical support team are not intermediate PHP programmers; but do have basic knowledge.

There is no such thing as someone who knows 'PHP' - developers know PHP (among other programming languages). The request to build a support team out of developers is not feasible.

@Jai; I am sorry that one of our staff didn't spot your syntax error; but it is just one of those things. Regex syntax is tricky, and it was unfortunate the oversight and misdiagnosis cost twenty days of correspondence. It is one thing that you can be sure won't be happening again.

The feature you were trying to use was new, undocumented, not fully tested and from an unstable CVS build you downloaded and installed. However, I do think it is unfair to brand our support team useless based on this one (rather complicated) issue, but your criticism is accepted and we will continue to work to correct things in the future.

Originally Posted by craigbrass

This is my point. If they were intermediate PHP programmers paid for by using a technical support points system, he would of been able to understand such a issue by quickly looking at the code.

The technical points system is not practical, economical or scalable. You cannot support a team of developers who are there only to receive points-based requests. In order to make it practical at our scale, the price 'per point' would be so high that the team would be made defunct anyway as not enough people would make use of it.

What we can (and are doing) do is to make the escalation path to our developers more efficient and effective. This is something John has been working on over the last few months, and is being increasingly successful in doing so. This kind of system is practical and feasible.

We have one senior and one junior developer in our Indian office and four developers (excluding myself) in the American office to support the night-shift, when needed.

[craigbrass]

excluding myself

You know PHP?

[Jamie Edwards]

Originally Posted by craigbrass

You know PHP?

Yes, among others

[jfreyburger]

From the beggining I have had excellent support from Kayako. I follow the suggestions to open a ticket along with posting in the forums so that we could judge how many others are seeing the same issue.

Support (Any Support) is not as timely as we would like to see but considering the amount invested in the product it is more than acceptable.

[esteban]

i have opened several tickets with kayako (15 or more) and all of them were replied perfectly with a acceptable level of knowlledge


Thanks Kayako for developing this great Software

[Jamie Edwards]

Good to know esteban

[Paulo Abreu]

I had a leasing license to esupport.

The software has interesting features, but is very buggy. I really enjoy to explore software limits, and I found several (strange) bugs in kayako software.

I reported some of them, and as I told them once, their form was quite boring for intensive bug reporting, forcing us to repeat several redundant information. Its seemed that were not looking for user feedback. Hope they corrected this in the present.

Everytime I reported problems, supporters showed some difficulties to undertand. I am not profencency on english, I know, but I'm quite sure that supporter sometimes forget to do the necessary effort to understand our problems.

I gave up of the service after an intervention that messed with text encode, and kayako did nothing to solve the problem.

Very unsatisfied with kayako support and the main reason for canceling service.

[Jamie Edwards]

Hi Paulo,

I am sorry to hear you were dissatisfied with the service. I will look into everything you mentioned; but before I do, please could you tell me how you were reporting your issues? Was it via the bug tracker, a support ticket or live chat?

Regards,

[Paulo Abreu]

Hello, I used https://support.kayako.com/ for reporting some of the problems.

Feel free to contact me for further information.

[jonathanbloom]

I voted Good because I haven't had any issues with support. I've posted twice on the forums (issues got resolved) and then used LiveResponse twice (issues got resolved). The staff had great knowledge when it came to my needs and if they didn't know, they brought in someone who did.

[Jamie Edwards]

Hi Jonathan,

Thank you very much for taking the time to post your experience, and I am glad we have been able to resolve what issues have come up for you.