Kayako vs PerlDesk

[Francisco]

Please vote, so I can see who will I use :D

Cheers,
Francisco

[GlobalStephen]

I like Kayako because it is easier to access. With PerlDesk, you need to go http://yourdomain.com/pdesk.cgi but w/ Kayako, you dont :)

[tailzie]

Kayako is pretty too. But really it is a really nice help desk with tuns of features.

[GlobalStephen]

Yeah, that just about sums it up :)

[GlobalStephen]

Looks as though the forums speak for them selves :D

[bear]

Originally posted by BestReseller05:

I like Kayako because it is easier to access. With PerlDesk, you need to go http://yourdomain.com/pdesk.cgi but w/ Kayako, you dont :) Then how do you get to Kayako?

By the way, I've set up a ModRewrite for Perldesk so www.domain.tld/support goes there. Simple.

[tailzie]

Under a subdomain, usually support.yourdomain.com.

True enough, you can modrewrite to any directory. I've used both help desk, and I would say Kayako just has more features/easier to use.

[Francisco]

Well you can add pdesk.cgi to the Apache configuration and you won't need an Index :D

I bough PerlDesk, I might swich in the future though :P

[linux-tech]

There are other alternatives, just keep this in mind. Ceberus helpdesk is a great alternative to both, as is OSTicket.

Kayako, honestly I'd stay away from for now. There are numerous bugs in their releases that have yet to be acknowledged by the designer.

The best one that I've found so far (and this has yet to work for me):
Using Mozilla/Firefox/gecko based browsers (which, many people DO use!):
ticket is created
ticket is entered into the system just fine
admin (or client) goes to reply to ticket, even edit the ticket, only to find that neither "button" or link works.

Of course, this works fine in IE, so according to the developer it works as intended. The designer/developer insists that it's a user "browser" setting, when it happens every time (and I do mean EVERY time) I format my pc, reinstalling either linux or Windows, then grabbing gecko type browsers. It just flat out does not work.

Of course, the solution is to use IE, or Opera, but why should a user be forced to use a substandard browser simply because of some inferior product ? That doesn't make any sense to me.

Of course, there have been numerous complaints about the support for EK as well. Check out their forums, I'm sure you'll see 'em.

[Francisco]

Thanks, I went with PerlDesk :)

[InfexionKen]

Kayako Just looks better :)

[john47]

I second InfexionKen. :)

[Adam]

I would say Kayako.

[Ross]

I like kayako but it and mozilla don't work well at all. I use clientexec's built in support desk :)

[sonixi]

Originally posted by twhiting9275:

The best one that I've found so far (and this has yet to work for me):
Using Mozilla/Firefox/gecko based browsers (which, many people DO use!):
ticket is created
ticket is entered into the system just fine
admin (or client) goes to reply to ticket, even edit the ticket, only to find that neither "button" or link works.

Of course, this works fine in IE, so according to the developer it works as intended.

FireFox/Mozilla is a code butcher. Remember Netscape 4.7? Boy, what a joke of a browser that was. While there has been improvement, Mozilla has code rendering problems that persist. Until they develop the browser to render code properly, then this problem will exist with many apps.

[Saeven]

Mozilla is actually to the letter RFC, it's IE that adds 'extras' that engender a large mass of unstandardized use of HTML etc. There are many things however that Mozilla supports that IE doesn't, which again are all RFC - such as RSS feeds, and ATOM etc.

In response to FireFox/Mozilla is a code butcher. the real answer is that FireFox/Mozilla will not support code that wasn't convened to, which is good - since this enforces that code conventions be followed. The real problem is that IE is so widely used because of OS integration, the second they add some unstandardized feature, it immediately gets massive use and right away, those uninformed consider its use to be correct when in fact it isn't - but the users of other browsers is so marginal they can pull it off anyway.

Until they develop the browser to render code properly
It does, the real solution would be for IE to stick to conventional HTML/CSS/Javascript use. Mozilla won't fix bad code, or run garbage scripts.

This is all changing with Firefox though, it's a better browser, especially in its current 1.0PR release. Try it, you will be very happy after long use when all those popups etc, tabbed browsing, become useful to you.

Cheers.
Alex

[drmike]

We use Cerberus over here. It was a bit of a pain to set up the first time but I like it. Only thing I think that is missing is a report that lists every ticket dealt with during a certain day and what happened to it.

-drmike

[TSSeanR]

The button not working release on Kayako is OOOLLLLDDD. You should upgrade. I answer enough tickets in eSupport to make you cry.

-Sean

[linux-tech]

The button not working release on Kayako is OOOLLLLDDD. You should upgrade. I answer enough tickets in eSupport to make you cry.

-Sean
This is not really that "OOOOOOLD", the bug was still quite relevant in the latest release, as of the date that I posted that error, which was some 5, 6 months ago.

The attitude of the dev team behind ek is just horrible to say the least. For them to keep this bug on the table for better than a year and insist that everyone use IE (which is a joke in and of itself) is just ridiculous. For them to state that the problems caused by THEIR application are the fault of the server (which I have seen them do) for 2 months, then suddenly fix the problem inside of their application , that's even worse.

I've seen some extremely poor Customer Service in my time, but the staff there seriously take the cake.

[tailzie]

I agree that the button issue is not really an issue anymore. I am currently using the lastest release of kayako with FireFox 1.0, works perfectly. Which version of eSupport and FireFox are you using?

[Moni-Q]

Im currently thinking about switching to PerlDesk. Im using Support Logic now, nice software, but it has some bugs.

For those of you who've used PerlDesk before how would you grade it in terms of ease of installation and ease of use (admin and staff side)?

[RobM]

Perldesk is a very easy system to use. We been there over a 8 months using it and it was a good move for us.

The admin side area very easy to use, want to add a tech... fillout a simple form with some info, done.

Need to add say a sales ticket area, fillout a simple forum.... done.

You can also get the alert monitor for free. I say its a very good program for the buck.

[Francisco]

Hi, sorry to bump this old thread, but I felt that I needed to share that I forked out the $350 and bought eSupport Owned :) waiting for v3 beta to install it

[linux-tech]

have they set a price for 3 then?
If you paid for v3, then you've got a long wait ahead of you. They've been promising it (and betas) for close to a year now.
Of course, I wouldn't be surprised if they charged you an upgrade fee for going from 2 to 3. This is one of the main reasons I haven't purchased it yet, waiting to see what they come up with.

[Francisco]

have they set a price for 3 then?
If you paid for v3, then you've got a long wait ahead of you. They've been promising it (and betas) for close to a year now.
Of course, I wouldn't be surprised if they charged you an upgrade fee for going from 2 to 3. This is one of the main reasons I haven't purchased it yet, waiting to see what they come up with.

They said that upgrades are free for 12+ months clients, new ones will have to pay something like $100, for SupportWorks (Livechat + helpdesk), which is basically the same price as they have now for the LiveChat and eSupport Combo ($450 I believe)

If you are a MB client you get $20 off :)

[ThinkSupport]

Hello,

I will vote for Kayako as its got many good features our perldesk.

But I personnally would go for cerberus.. If you can try this you will love it :)

[phpcoder]

have they set a price for 3 then?
If you paid for v3, then you've got a long wait ahead of you. They've been promising it (and betas) for close to a year now.
Of course, I wouldn't be surprised if they charged you an upgrade fee for going from 2 to 3. This is one of the main reasons I haven't purchased it yet, waiting to see what they come up with.

Actually it appears that the first RC release will be released late this month or early next month and they have made their builds/changelog open to the public as well as a bug tracker.

It doesn't take a long time to develop a product such as v3 and continue to support and fix your other software!

[bryonhost1]

Hi!
That's a bit odd. I've been using firefox with several versions of client's kayako helpdesk for three months now...and never had a problem.

Just luck?

Bryon

[GordonH]

I tried perldesk and had lots of problems with it.
I have not bothered with Kayako because I am not convinced of its long term viability.

Still looking....

Might consider Platytpus (a billing system that has a built in helpdesk, as I need a new billing system too).

[Sesran]

I would also like to throw DeskPRO into the mix. www.deskpro.com A bit more money than Esupport, but much better to work with. Also works well with Firefox.

[ProService]

I'm a big fan of Kayako. It's much more user friendly than PerlDesk....by far.
I hated using PerlDesk is a customer. As an administrator, it's even worse. Plus...the theme for PerlDesk is sad :-(

[WireNine]

Kayako eSupport is much better

[hosterschill]

kayako has very poor support! trust me, i have 3 other friends who has used it. It took them 1 week to reply to me asking them if they recieved my payment! then i asked them why my support wasnt loading and they said, we are looking into it and never gotta nother responce. so we just left.

[linux-tech]

I agree on the poor support topic. These guys (kayako) reaaaaaaaaaaly have a very poor support history. When I ordered (on Friday), they charged my card, but refused to provide any license information until Monday afternoon.

Sadly, for look, feel, and features, they own the market pretty much. Cerberus is a close second, but the code there is sloppy as anything, and it just looks hooooorrrible. Of course, getting ahold of their support is just as fun.

At the end of the day, I'll just end up writing my own, already a good 30% of the way through it (billing, monitoring, helpdesk, logging, cms), might as well finish what I've already started. Till then, it's kayako.

[ServerTweak]

Kayako eSupport is my vote

[billiam2003]

Try omnistar live. They provide a help desk & live chat system all in one for a pretty good price. www.omnistarlive.com

[Brian S]

Try omnistar live. They provide a help desk & live chat system all in one for a pretty good price. www.omnistarlive.com
I checked this system out and it looks pretty good, except the ticket system. There doesn't appear to be any streamlined navigation to answer a bunch of tickets in a row. I can't believe how many ticket systems do not have [ Previous ] and [ Next ] links to move between tickets. It is basic functionality, IMO. Please tell me there is some way to do that with this system and I will be happy.

Thanks,

Brian

[billiam2003]

I do not believe that they provide a next and previous. But I am sure that you can request them to add it. I have been using this for several months and have been very pleased with it. I believe that they provide a free trial if you request it...

[TonyB]

Big fan of Kayako here

We use Support Suite and can't have anything but good things to say about it. We don't really use their support often but I've found their reply's acceptable for the most part. But I could honestly care about support since their program is simply the best out there. The windows application is just awesome makes doing tickets and live support easy as pie. It also looks great out of the box which is also nice.

[mhale]

PerlDesk is horrible.

Kayako isn't much better (the latest version is so buggy).

I really can't find a good helpdesk software. I'm actually getting ready to develop my own new one.

[TonyB]

PerlDesk is horrible.

Kayako isn't much better (the latest version is so buggy).

I really can't find a good helpdesk software. I'm actually getting ready to develop my own new one.

How is the latest version buggy? I'm using 3.00.32 and haven't found any major bugs. So I'm curious what sort of bugs you've found

[mhale]

Read their forums. There are a lot of people having problems.

I couldn't even get logged in to the admin panel, so I decided to use v2.

[Tsexperts]

We use Kayako eSupport, it works great..

[RACHEL@WR]

We are using Kayako since 1st Jan and we are very happy with them. Only negative thing I can say their support is slowing down at weekends.

[Brian S]

I've been testing a trial of Kayako for the past several days. I must say I am very impressed with it. It is much more advanced than the last time I reviewed. I may be going with this system.

Thanks,

Brian

[nokayako]

No to kayako.

Software is full of bugs! and they are even raising their price for version 4
it does not make sense . they are just thinking about profit rather thank fixing bugs.

NO go for another option

[United Web Host]

I have used perldesk for the past several years but am I the only one here who dislikes its appearance? I customized it but still don't care for it's appearance. I would have rather used kayako.

[BattleHosting]

I'm just using Kayako LiveResponse, as my WHMCS deals with the tickets so I didn't need the full suite from Kayako.

However, their liveresponse system is amazing. I took a look into all possibilitys, including perldesk, but everything about it is good.

You get a nice peice of desktop software to manage yourself easier too!

[MaximusHost]

Kayako is full of features and easy to use. I'd have to go with that

[Xaurora]

check out clientexec's its really good

[pchosting]

I have tryed Kayako and i would give it 10/10

[nbh1]

:) SupportSuite is really a nice product all around!!!!!!

[JohnJ]

I've only used Kayako, so I'm a bit biased. I never experienced any real problems with the software. It's the best help desk I've ever used. :)

[vitalservers]

Kayako is what we use here :)

[mbHostt]

Kayako, the reason? Well simply because of the desktop software that make it 50% non-web based. Never used PearlDesk though, I used, I think it was, Crafty Syntax?

[RDAHosting]

kayako of course :)

[jeff-ay]

of course.....anything start from "money" !:banana:

[webhostukcom]

Kayako will be my choice here :)

[DatabaseDesign]

Another Kayako shop here.... Could not be happier

[HivelocityJJ]

I don't have a lot of experience with PerlDesk, so my obvious choice is Kayako. It's a great for support. :)