Unacceptable Support

RandyK · **Unacceptable Support -** 08-08-2007, 04:37 PM

Hi,

I have had a ticket (CUA-292454) open since July 3, 2007 which still has not been resolved.

The ticket has been passed between departments and I've spoken to countless individuals via live support who all promise that the issue will be resolved as soon as the developers arrive for their next shift. With kayako being based out of India, this means their developer's shifts are roughly 12:30am - 8:30am EST.

I don't know what to do! Does anyone have suggestions on how to get support from Kayako? While it is a shame that I must ask this question publicly, I feel it is necessary to have our issue resolved.

-Randy

**Digital Mayhem** · 08-08-2007, 04:54 PM

May I ask what your problem is as we maybe able to help you......

RandyK · 08-08-2007, 05:01 PM

Hi Steve,

Thanks for the prompt reply!

We are currently using the ModernBill v5 LoginShare which works for some of our clients but not all. A good portion receive an error from Kayko saying "ERROR: You do not have enough permissions to access this page. Please login by entering your Email and Password."

This error puts us in a very difficult situation, becuase some of our clients are unable to login to view and pay their invoices.

I understand that this could possibly be an issue with ModernBill; however, since we're getting the error from Kayako, it has led me here :-/

Have you seen this error in the past?

-Randy

**Jamie Edwards** · 08-08-2007, 05:39 PM

Hi Randy,

I will take a look at your ticket and see what is going on.

**Jamie Edwards** · 08-08-2007, 05:49 PM

Hi Randy,

Our developer is currently working with you on this, because he believes the problem to be outside of SupportSuite - but is of course willing to investigate otherwise. Please have patience while he investigates this; our developers have limited time on their hands.

I tried taking a look myself, but your server seems to be down.

RandyK · 08-08-2007, 06:15 PM

Hi Jamie,

Thanks for taking a look at this. The server which the helpdesk is hosted from is up and running.

I feel I have been extreemly patient up to this point with the ticket being over a month old. If it is an error with ModernBill, why is Kayako returning the error?

-Randy

craigbrass · 08-08-2007, 08:36 PM

It could be either but sounds like an MB error if clients are unable to pay their invoices. I would open a ticket with MB too to see if they know how to fix the error.

RandyK · 08-08-2007, 09:01 PM

Hi Craig,

Thanks for the reply!

Clients are unable to view/pay their invoices because once they submit their login information, all that appears is the error from Kayako. I'm not looking to get into a finger pointing battle between ModernBill and Kayako. What would you suggest I say to MB so they don't just send me back to Kayako?

-Randy

**Jamie Edwards** · 08-08-2007, 09:11 PM

Hi Randy,

We are not looking for that either, nor are we simply looking to offload you onto someone else! We will tackle the issue one way or another. I would simply ask MB if they have any intuitive pointers as to why this error is coming about (explaining your setup scenario).

craigbrass · 08-08-2007, 09:13 PM

Yea, what Jamie said is what I was thinking you should do. They may have come across this before and be able to say "oh, do this, this and this and it will fix it".

Mahesh Slaria · 09-08-2007, 07:20 AM

Hi Randy,

I tried login using the client credentials you gave me in the ticket but am getting TRANS_AUTOLOGOUT error while I try to login from ModerBill client area. I also created a client from your ModernBill Admin area and it is working fine without any issue.

I suppose these account are not configured correctly. Please contact ModernBill support for this.

Regards,

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Digital Mayhem Offline Community Moderator Posts: 834 Join Date: May 2005 Location: Henderson, Nevada SupportSuite Owned License phpinfo()	08-08-2007, 04:54 PM May I ask what your problem is as we maybe able to help you...... Steve Digital Mayhem, Inc. AIM: Steve.Lawrence@Digital-Mayhem.biz MSN: Steve.Lawrence@Digital-Mayhem.biz YAHOO: DigitalMayhem_Steve SKYPE: DigitalMayhem_Steve I'm Important

RandyK Offline New Member Posts: 15 Join Date: Oct 2005	08-08-2007, 06:15 PM Hi Jamie, Thanks for taking a look at this. The server which the helpdesk is hosted from is up and running. I feel I have been extreemly patient up to this point with the ticket being over a month old. If it is an error with ModernBill, why is Kayako returning the error? -Randy

craigbrass Offline Senior Member Posts: 4,986 Join Date: Jun 2005 Location: Cumbria, UK SupportSuite Owned License	08-08-2007, 08:36 PM It could be either but sounds like an MB error if clients are unable to pay their invoices. I would open a ticket with MB too to see if they know how to fix the error. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

RandyK Offline New Member Posts: 15 Join Date: Oct 2005	08-08-2007, 09:01 PM Hi Craig, Thanks for the reply! Clients are unable to view/pay their invoices because once they submit their login information, all that appears is the error from Kayako. I'm not looking to get into a finger pointing battle between ModernBill and Kayako. What would you suggest I say to MB so they don't just send me back to Kayako? -Randy

craigbrass Offline Senior Member Posts: 4,986 Join Date: Jun 2005 Location: Cumbria, UK SupportSuite Owned License	08-08-2007, 09:13 PM Yea, what Jamie said is what I was thinking you should do. They may have come across this before and be able to say "oh, do this, this and this and it will fix it". Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

Mahesh Slaria Offline Member Posts: 183 Join Date: Jul 2006	09-08-2007, 07:20 AM Hi Randy, I tried login using the client credentials you gave me in the ticket but am getting TRANS_AUTOLOGOUT error while I try to login from ModerBill client area. I also created a client from your ModernBill Admin area and it is working fine without any issue. I suppose these account are not configured correctly. Please contact ModernBill support for this. Regards,