So we looked around and found Vision Helpdesk offer Satellite desks. It also white labels them so their customers don’t know that we even exist. We trialled it with a few resellers now and for an extra couple of bucks per month they are interested in taking it up on a regular basis.
Effectively we can install a master helpdesk and create satellite helpdesks from that, the satellites cannot talk to each other and don’t know each other exists, It has a Superuser/Admin/Domain login hierarchy. Excellent for companies sporting more than one website! As you know WHMCS is limited to the site the billing software is installed on, Kayako is Domain specific and requires a license per domain. Vision work it different, for a low cost you can have the Pro license that we started with which allows you the master site, and the 5 x domain addon sites. They are very inexpensive also.
So what if you have WHMCS, or your resellers. guess what. It integrates each satellite domain to their own WHMCS!! meaning their customers think the tickets are being replied to by their own staff as the replies come from [Staff]. Of course the operators are tracked by their proper names on the helpdesk itself.
Also each Satellite can have its own KB, Downloads, Troubleshooter, Calendar, etc etc. You get the idea.
These guys also allow you to talk live on Gtalk with them for urgent issues. They have excellent customer care, even when we were on the 30 day trial they were just as happy to talk to you, even tho they were not initially making any money from you.
Most of the resellers who tested it have their own VPS’s or shared reseller accounts on our servers, so we have the DB held on our system as the master desk is the only DB. All other satellites link back to it for central storage.
Guys, if you are looking for a very good alternative to Kayako or WHMCS internal system that’s scalable then I would definitely give these guys a try. I will be definately using them from now on.
One con is they have no live Support client but hey, no ones perfect. Al tho I am sure you guys will all agree, there are hundreds of varieties of helpdesks out there!
Just my 2ps worth of information. Check them out at: https://www.visionhelpdesk.com/
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