epitome

Likely going with Kayako for support solution (playing around with trial now) but I want to make sure we are not missing anything else out there with API support.

Know of anything as good or superior to Kayako that we can tightly integrate with all of our different systems?

Another important consideration is one back end for numerous brands and departments that can have their own unique front end.

Osiris.10

I have been using kayako for our system, we get over 600 emails per day and its never let us down.

Id recommend you stick with Kayako

RazorSharpe

Have a look at:

http://www.otrs.com/en/software/otrs-help-desk/ (free)

and also have a look at:
http://sirportly.com/

Both of those are VERY good support systems that are overlooked. If you opt for sirportly, email them and ask them about a discount so they become more comparable to kayako. The guys at sirportly are VERY responsive and very approachable.

__________________
Programming today is a race between software engineers striving to build bigger and better idiot-proof programs, and the Universe trying to produce bigger and better idiots. So far, the Universe is winning.

Mickey_

ZenDesk
http://www.zendesk.com/support/api

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Adraco

Zendesk is good

and this November 13th I know of Groovehq coming out of invite only beta, and I have been running it for a while with excellent results and I'm very satisfied. Email, facebook and twitter integration all built into the system from start. And comes with a free mobile client also, to look at or handle ticket responses directly from your phone.

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The truth is not affected by the beliefs, or doubts, of the majority.

RBJason

We started to use Zendesk recently and are very happy with it

We also tried the new desk dot com but it's not as good.

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epitome

After playing around with Kayako even more last night (until 6 in the morning) I'm convinced it will do everything we want and more.

The first one doesn't look too impressive but sirportly.com looks pretty awesome. Will have to send around to the team to take a look at. Thanks for the suggestions!

Love ZenDesk but we want a self-hosted solution. I didn't know ZenDesk had API though so thanks for that. If only they offered a self-hosted solution it'd be a contender right up there with Kayako.

Gonna have to check out Groovehq ... it has full API too? Mobile would be great but someone is usually always in front of a computer. Since I oversee all of our customer service though it would be nice to check in while traveling to see how things are going and respond to anything escalated to me. I can do that with my tablet and Kayako, but my tablet isn't always with me. Thanks for the suggestion... never heard of it.

Would love Zendesk if self-hosted. Won't even check out new desk since you were not happy with it. Thanks for the post!



I have a task out to one of our programmers now to make sure Kayako API will allow us to do exactly what I envision. We currently use IMAP folders for support and it's good enough today but as we grow more and add more people I feel like we need to be ahead of the curve and get something all-inclusive up before support becomes challenging.

We currently have a standalone in-house tool that creates a unified member record that shows us everything we need to know about a member. It polls data from various sources but I want this to be integrated directly into Kayako so that everybody works from one screen and I am feeling it will do exactly as I wish. Plus with the single sign-on I want members to be able to create tickets from the members area without logging in somewhere else again. All can be done with Kayako.

Thanks everyone, you're !