When is Kayako's Live Support Available

[billy79]

Hi have been having some problems for over two and a half weeks now and more then a week with no communication. From what I read around here that is pretty much par for the course.

Anyways as well as raising tickets I have been trying to get a hold of Live Support.

Every night it says AVAILABLE I sign in and except for once there has nevever been anyone ahead of me in the queue (the other night there was one person ahead of me).

Each time I wait for between 10minutes and 1 hour with no response. Does Kayako live support exist?

Regards,
Billy Cooter

[sureshkumar.mr]

Even I face the same problem during IST timings also. I tried 4 times, at the end one person was able to chat.

He didn't know the answer and inturn was asking to update to the latest version.

Then his manager Raghav who is a senior guy didnt have patience to understand my question and immediately came to his own conclusion. That shows is maturity level.

I thought these guys will never improve and closed the chat window.

It is better to raise your issues in the forum instead of depending upon Kayako Support.

[supportskins]

Originally Posted by sureshkumar.mr

It is better to raise your issues in the forum instead of depending upon Kayako Support.

I agree

[billy79]

I did add a post to a current forum about the problem and no response to that either.

I think I may just go buy cerebus. I really dislike their interface...Kayako hands down has the best one, but i need someone who will support me as a customer.

Really all I need is communication. Even if they said...Billy we are confused to the problem it will take us a week to fix it I could live with that, but nothing....that is unacceptable.

[2source]

As posted on another post I have contacted support via the online chat and they have been great. After seeing other posts like this I was surprised, but they have been really good, I have been able to to contact support (via this method) between 10am - 10pm GMT.

Hope this info might help.


Thanks

Karl Linley
2 Source Ltd.

[jmorby]

[quote=billy79;49002]Hi have been having some problems for over two and a half weeks now and more then a week with no communication. From what I read around here that is pretty much par for the course.
/QUOTE]

Billy .. my understanding is that they're trying to grow their support team as quickly as they can, but it takes time to grow and train these teams.

What Kayako have done is appointed resellers (such as ourselves) who's goal it is to provide pre and post sales support in order to reduce the load on the main office.

We have routes to the developers and support guys which you may not have, and it means that if we don't know an answer we can generally find an answer for you possibly quicker than if you were to go direct.

If you have a specific problem that you need help with, please let me know either via a PM or to kayako@fido.net and I will do my best to help.

[ehoffman]

[quote=jmorby;49039]

Originally Posted by billy79

Hi have been having some problems for over two and a half weeks now and more then a week with no communication. From what I read around here that is pretty much par for the course.
/QUOTE]

Billy .. my understanding is that they're trying to grow their support team as quickly as they can, but it takes time to grow and train these teams.

Building since Dec 2005!! Quick work, no doubt.

Forums is your best bet.

[billy79]

Originally Posted by jmorby

Billy .. my understanding is that they're trying to grow their support team as quickly as they can, but it takes time to grow and train these teams.

What Kayako have done is appointed resellers (such as ourselves) who's goal it is to provide pre and post sales support in order to reduce the load on the main office.

We have routes to the developers and support guys which you may not have, and it means that if we don't know an answer we can generally find an answer for you possibly quicker than if you were to go direct.

If you have a specific problem that you need help with, please let me know either via a PM or to kayako@fido.net and I will do my best to help.

I really appreciate your offer as I still have heard NOTHING from Kayako. I dropped you a line a few days ago to the address you listed, if there is any other info you need please feel free to give me a holler....and thanks again for your help.

-Billy

[supportskins]

Send an email to Varun (varun.shoor AT kayako.com) or Raghav (raghav.arora AT kayako.com). They should be able to help you out.

[ctmega]

Don't go jumping on the Cerberus Helpdesk bandwagon just yet. I am a prior customer and can tell you that even though you will get support (sometimes... and if you pay extra) you will also get the unresponsiveness from them.

I am not going to jump up and sing the praises of Kayako support but I can say that when I have needed them they have been there. I just wish the answers I got were more along the lines of:

Here's how you do it...

Versus:

We are working on it!?

-MegA