Im currently using kayako fusion, which is worth the price ($1000+) but this does not work well when you operate many websites. So I am looking for a solution that is compatible with CS-Cart 3 Ultimate.
What addons are available and which would you advise?
Could you list some key features that you like to see in the cs-cart integrated help desk addon?
We are looking at integrating the following solution:
http://www.arcticdesk.com/
It's a new development, but looks very promising.
[url=“http://www.clickdesk.com/”]http://www.clickdesk.com/[/url] is also pretty cool. Just too bad the customer database is not connected.
maybee is livezilla a solution for you (only helpdesk / Lifechat)
the integration of name username and mail is very simple… is only one file.
if you interest i can put the code here…
[quote name='cscartrocks' timestamp='1354814609' post='150600']
Could you list some key features that you like to see in the cs-cart integrated help desk addon?
[/quote]
It needs to have:[list]
[]login integration
[]link to custom account, so that staff can easily find needed information.
[]email notification to customer
[]mail parser, so that customers can reply by email
[]ticket statuses / priority
[]categories / departments
[]good overview of open tickets
[]search on customer name, order number, etc.
[]Assign / claim ticket
[]Anti-spam
[]Ban user, email, IP
[]Compatible with CS-Cart Ultimate so that it can serve many front ends from one back end.
[/list]
What would be really valuable to have:[list]
[]knowledge base similar to kayako to reduce frequently asked questions
[]before creating a support ticket serve up answers from the knowledge base. This greatly reduces support tickets.
[]automatic closing of old tickets
[]canned replies
[]customer satisfaction rating
[]merge tickets
[]show open tickets in customer account
[]desktop notifier for staff
[/list]
Chat Live Support is an option, but not a must.
im currently integrating fusion.
its pretty much the system i keep coming back to
Yes, Kayako Fusion is pretty good for a single store. But for multiple storefronts its not very useful.
[quote name='luster' timestamp='1359378573' post='153818']
im currently integrating fusion.
its pretty much the system i keep coming back to
[/quote]
Would you be willing to share the code (for payment of course) when complete. We only intend to have one storefront so this is ideal for us and it looks a brilliant interface.
Spadge
[quote name='posto' timestamp='1354827163' post='150617']
maybee is livezilla a solution for you (only helpdesk / Lifechat)
the integration of name username and mail is very simple… is only one file.
if you interest i can put the code here…
[/quote]
Hi Posto,
We are planning to implement LiveZilla at Ultimate.
Can you post the file to integrate name, username and mail ?
Peter
[quote name=‘altechnics’ timestamp=‘1363691229’ post=‘158124’]
Hi Posto,
We are planning to implement LiveZilla at Ultimate.
Can you post the file to integrate name, username and mail ?
Peter
[/quote]
Hi Peter
Steps:
Make in livezilla in the Link generator the script with dynamic value.
Check the Name and email.
add a file named footer.post.tpl in your skins/basic/customer/addons/my_changes/hooks/index/
Put the Link from the link generator in this footer.post.tpl file.
on the top add
<br />
{assign var="chat_name" value="`$user_info.firstname` `$user_info.lastname`"}<br />
{assign var="chat_email" value=$user_info.email}<br />
```<br />
<br />
Replace in the code from livezilla<br />
<!--replace_me_with_b64url_name--> with {$chat_name|utf8_encode|base64_encode}<br />
<!--replace_me_with_b64url_email--> with {$chat_email|utf8_encode|base64_encode}<br />
<br />
done <img src="upload://rA9Qa8gnUPZzRZRdI8kt3dpjkrs.png" class="bbc_emoticon" alt=":)">Thanks Posto,
Works fine!
[quote name='ALEXsei_' timestamp='1364862955' post='159117']
[url=“http://www.re-desk.com/”]http://www.re-desk.com/[/url]
[/quote]
Good find!!
[quote name='ALEXsei_' timestamp='1364862955' post='159117']
[url=“http://www.re-desk.com/”]http://www.re-desk.com/[/url]
[/quote]
I've emailed you via 12leaves.com - Integration with CS-Cart a possibility/priority?
[quote name='jjtrottier' timestamp='1364865827' post='159119']
[url=“http://www.re-desk.com/”]http://www.re-desk.com/[/url] Good find!!
[/quote]
jjtrottier, thank you for your opinion. We are glad to hear that. Feel free to ask our team with any questions via Re:Desk support site.
[quote name='JesseLeeStringer' timestamp='1364880820' post='159126']
I've emailed you via 12leaves.com - Integration with CS-Cart a possibility/priority?
[/quote]
[size=4]JesseLeeStringer, thank you for contacting us. [/size]
[size=4]Yes, we are planing to [font=arial, sans-serif]create a module which will connect all the CS-Cart registered customers to[/font][/size]
[font=arial, sans-serif]the Re:Desk software, so all your store users will be able to log in to [/font][font=arial, sans-serif][size=4]Re:Desk via the same login credentials. [/size][/font][font=arial, sans-serif]Also, some other improvement are planned with integration a live chat, support points, knowledge base and so on extensions. We will place all the information about our plans on the roadmap page to the [/font][url=“http://www.re-desk.com/”]http://www.re-desk.com/[/url] site[font=arial, sans-serif]. [/font]
For those who may be interested; I've pre-ordered the starter plan from Re:Desk - If it's anything like CS-Cart was back in 1.3.x days - it's plausible that I can't lose on this minor investment.
Everything about Re:Desk is what I require thus far despite knowing full well the two major alternatives;
Kayako - Sister business is using it currently. Expensive mess of a thing. Provides a large amount of options however makes both first time and experienced users confused by the interface.
Zendesk - Looks nice on paper (read:marketing), again has a lot of options but costs more than I'm willing to spend on tracking emails per month.
Desk.com - Considered using it however it's push from salesforce has me question if third-party integrations will be left behind, specifically the inability to add functionality (read: cs-cart shared logins) since it's cloud based.
[quote name='ipixel' timestamp='1364932791' post='159181']
[size=4]Yes, we are planing to [font=arial, sans-serif]create a module which will connect all the CS-Cart registered customers to[/font][/size]
[font=arial, sans-serif]the Re:Desk software, so all your store users will be able to log in to [/font][font=arial, sans-serif][size=4]Re:Desk via the same login credentials. [/size][/font][/quote]
Will Cs-Cart customers be able to see their tickets from within their Cs-Cart account?
Will our staff be able to see orders and customer account within the ticket?
How can we use Re-Desk for Cs-Cart Ultimate? Ultimate has multiple front ends / stores on dedicated domains. Each domain needs a helpdesk. Staff needs to access all helpdesks through one interface.
[quote name='JesseLeeStringer' timestamp='1364936474' post='159184']
Kayako - Sister business is using it currently. Expensive mess of a thing. Provides a large amount of options however makes both first time and experienced users confused by the interface.
[/quote]
I have been using Kayako for a long time on many sites and IMHO its pretty good. Just not for Ultimate websites and it does not integrate well. Setting it up has a learning curve so I do know what you mean with the mass of options making it too complex.
I think this one looks awesome from a customer standpoint.
Helpscout is quite nice, I tried it. I absolutely LOVE their blog. The app itself was good but a bit too simple for us, and we went with Freshdesk in the end. This summer we will implement FD with CS-cart (waiting for the API).
I don't know re-desk but looks quite nice. Will have to check this out before we start implementation.