Thank you Nitin for the excellent support.

Cousin IT · **Thank you Nitin for the excellent support. -** 08-05-2007, 09:40 AM

I've read quite a few posts in the forum about kayako support or lack there of and quite frankly they almost ran me off. That said, with all the positive reports on how great the supportsuite is and that it was probably worth the support issues I decided to give it a try.

Our present and soon to be EX Support software (P*PLive) isn't even close to what our employees both want and need. Between a lack of ticketing and numerous dropped calls in live chat we were desperatate to find a solution. Back to kayako, we tried the hosted version for a few days and had no issues with any part of it.

With the dropped calls issues on my present setup I thought we should try it out on our server just to be safe. I contacted sales and Neha set me up with a download trial. After a couple of 1d10t errors while trying to set it up I filed a ticket to ask for help/suggestions.

Nitin from support answered the ticket within minutes and found my errors over the course of a few hours. BTW, they were a wrong path to the install folder (I was loading on a sub-domain) and I mistyped a database_name. Once Nitin cured my PIS/NIS (problem in seat/not in software) the rest of the download and setup were really simple.

After my "Great" service I went back and started checking dates on the unsatisfied threads. I noticed that many; if not most of them are from a while back.

Once again, Thank You for all the help Nitin, Jeff aka Cousin IT

**Jamie Edwards** · 10:22 AM

Hi Jeff,

I am glad to hear you're satisfied with the software and support, and thank you for taking the time to post your experience here.

sureshkumar.mr · 08-05-2007, 10:24 AM

Buddy what you requested was a small issue.

Its too early to come to an conclusion like this.

**Jamie Edwards** · 08-05-2007, 11:05 AM

Hi Suresh,

Your input is just as welcomed as Jeff's is on the forum. However, there is no need to cross-post the (practically) same comment across more than one thread.

Thanks,

sureshkumar.mr · 08-05-2007, 02:12 PM

Quote:

Originally Posted by Jamie Edwards

there is no need to cross-post the (practically) same comment across more than one thread.

That is because of frustration... and a word of caution to the new user.

eiden · 08-05-2007, 03:08 PM

I guess that some users are more «demanding» than others.. It's hard to solve complicated issues fast.

I do not have any bad experience with Kayako support.

Siora · 08-05-2007, 04:23 PM

Quote:

Originally Posted by eiden

I guess that some users are more «demanding» than others.. It's hard to solve complicated issues fast.

I do not have any bad experience with Kayako support.

Me neither...I think Kayako support has been excellent thus far and this forum is amazing at finding solutions and getting help. Keep up the good work everyone.

supportskins · 08-05-2007, 04:31 PM

I agree, credit should be given when due. Keep up the good work!

Siora · 08-05-2007, 04:33 PM

I also noticed that no matter how dumb your question is or how rude you are, Jamie and company always respond in a respectful manner. Thats what I call friendly support.

sureshkumar.mr · 08-05-2007, 05:01 PM

I agree, only Jamie is doing a good work.

I can understand their is no separate team for Support, the developers need to look into support issues also which they are finding it as additional burden.

It is Kayako's problem, we cannot help.

We expect excellent support from them and our expectations are always high.

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sureshkumar.mr Offline Member Posts: 149 Join Date: May 2006	08-05-2007, 10:24 AM Buddy what you requested was a small issue. Its too early to come to an conclusion like this.

eiden Offline Member Posts: 237 Join Date: Apr 2006 Location: Norway	08-05-2007, 03:08 PM I guess that some users are more «demanding» than others.. It's hard to solve complicated issues fast. I do not have any bad experience with Kayako support.

supportskins Offline Senior Member Posts: 3,566 Join Date: Aug 2006 Location: Mumbai, India	08-05-2007, 04:31 PM I agree, credit should be given when due. Keep up the good work! 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/

Siora Offline Member Posts: 1,300 Join Date: Apr 2007 Location: Toronto Canada	08-05-2007, 04:33 PM I also noticed that no matter how dumb your question is or how rude you are, Jamie and company always respond in a respectful manner. Thats what I call friendly support.

sureshkumar.mr Offline Member Posts: 149 Join Date: May 2006	08-05-2007, 05:01 PM I agree, only Jamie is doing a good work. I can understand their is no separate team for Support, the developers need to look into support issues also which they are finding it as additional burden. It is Kayako's problem, we cannot help. We expect excellent support from them and our expectations are always high.