Kaseya Community

Anyone in favor of more participation by Kaseya admins in these forums?

  • As a newbie, I am surprised by the number of posts that get no official answer from Kaseya. Wouldn't it benefit both Kaseya and their customers to respond to posts in these forums in a timely fashion?

    Submitting support tickets directly to Kaseya should always be an option. But IMO these forums should be used as a vehicle for kaseya to provide answers whenever possible. Tickets do not have the ability to reach the masses like a well answered post in these forums. It's a no-brainer win-win situation IMO...

    If Kaseya was to participate more frequently in these forums, I'd bet they would have less individual tickets - and less repeats of the same issue. Customers would have answers sooner etc. But one value of tickets is that it does provide Kaseya with a measure of the severity of an issue based on the number of similar tickets created...

    Legacy Forum Name: Anyone in favor of more participation by Kaseya admins in these forums?,
    Legacy Posted By Username: ReedMikel
  • I'm in favor of more 'non-marketing' communication from Kaseya period!

    Of course, this comment is likely to get my post deleted.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: misolutions.com
  • While I would also like to so more participation from Kaseya technicans here, keep in mind the stated direction is technical update communications are directed to the knowledge base.

    This is especially true in the case of responses to trouble tickets.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: smbtechnology
  • smbtechnology
    While I would also like to so more participation from Kaseya technicans here, keep in mind the stated direction is technical update communications are directed to the knowledge base.

    This is especially true in the case of responses to trouble tickets.


    A KnowledgeBase is just that - a repository of knowledge. It's best if they publish information there but they should communicate here in this forum (since a forum is a place for communication). All they have to do is link back to information in the KnowledgeBase.

    And they won't have to do it everytime because as we become aware of information in the KnowledgeBase, we (the other Kaseya customers) will also republish the appropriate links to the KnowledgeBase in response to queries and problem reports.

    Michael

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: RCS-Michael
  • Bravo Michael - I could not have said it any better!

    It just seems foolish for Kaseya not to answer questions that remain unresolved in these forums. And yes, they could simply supply a link to a KB article if appropriate. Take them all of 5 seconds... AND - probably reduce the number of tickets they receive in the process Smile

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: ReedMikel
  • I think that company policy at Kaseya was restrictive to posting in forums at all until very recently.
    Heck a year ago, you would not even hear of a kaseya employee posting, although granted they would lurk. (I would get phone calls about posts I made.)


    My opinion only, Kaseya currently does not want to address all the support in a forum manner. I suppose they do not want that out there....
    I can only assume it is because we would all be mortified.

    Since Kaseya is not open 24/7, I would love for them to post all tickets into the forum for us to self service ourselves...

    I do not like awaiting a reply from them, in the support ticketing system.... It is sometimes not on the topic I was actually discussing, and the reply is WAY WAY to brief.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: gamer-x
  • I agree, the brief replies, the "this request has been passed to the relevant specialist team for further investigation"(this was a question about setting up email reader for ticketing), or just asking me to repeat steps I have already done, which I said I had done in my original email. In the past their support has been top notch but as of lately it seems like some of the "level 1" techs are reading directly from the VSA help files or telling me that what I am doing should be working as far as they know and that they will need to pass my ticket to a specialist.

    I don't mean to rip into their support, but lately I find myself becoming aggravated that a part of their support staff does not know how intermediate parts of their software function, proper syntax for running certain reports or scripts and other similar problems. The help files are for the most part just as brief or vague as the initial email responses

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: chris.c
  • It must be a slow week. I have been in the forum WAY too much.
    My thoughts ultimately as an MSP, and self proclaimed Computer GOD go something like this.Big Smile

    I know how to look for help.
    I am an MSP for pete's sake. I have been in the biz successfully since '92, before some of you were born i'll bet.

    I do not need, want, nor expect a canned response from "Dell" er uh "Kaseya" technical support when I ask a question, you can bet it is not going to be, "hey, how do I backup a computer?" I should be talking to an IT peer. Not a level 1 tech from (insert your favorite country to dig on about IT support here)
    With ALL due respect to other MSP's entering this field... if you guys are sending tickets like that.... then what in the world are you doing in this space anyway????
    If you cannot rip open a computer and fix it with your eyes closed, write a simple script to delete files, or create a report from a database, then I have to scream....shake my head... and wonder seriously! Where o where are my peers at? P.S. I do know several of you that I would consider peers.... wassup to you all!

    I do not want Kaseya to cater its development needs to people who are "average" IT persons with a powerful tool like Kaseya at their disposal. I like that it is complicated, difficult, and NOT easy to use for every little thing. I do not want my mother-in-law thinking she can get into this space. That is what I am for.

    With all that said, I have enjoyed Kaseya support in the past, but it HAS been a real bear since the new 2008 release... you cannot call anymore... well, you can, but good luck getting through... you cannot get a ticket answered within 4 hours to save your life, and generally it has certainly gotten more frustrating than it used to be. The icing on the cake when a ticket gets answered is that the paragraph you typed magically came back with a 7 word reply. EGAD!

    I do however have faith. Kaseya, I am with you, but please take care of the real MSP's and stop catering to these level 1 customers you are acquiring, in the name of growth. Let em cut their teeth like we did.
    In fact, that is a perfect way to handle that..... The Forums are a great place to start for all support needs. I really wish you would step up and make the forum a much better self-help component, as well as what it is now.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: gamer-x
  • GamerX - I'm new to Kaseya, but been working with computers since early 80s. I'm not asking Kaseya support simple questions when I submit tickets - that's why they sometimes take a week or more to solve my issues Smile As a newbie I have found, and reported, several bugs.

    I have noticed that some support staff either are not well trained on the product, or just don't take the time to reply with a thorough answer when updating tickets. That requires me to ask my question again, wait a few days... And I have noticed one support person in particular that dishes out very poor answers, then when asked to explain further - he just never updates the ticket.

    So, since Kaseya is obviously still understaffed/overwhelmed, it seems to me that if they started posting real answers in this forum they would get more out of their limited resources. And forum members would benefit as well, finding answers without always having to create a ticket. That's a win-win situation Smile

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: ReedMikel
  • It would be very nice if they would have a bugfix and known issues forum. Read only. That way, when they resolve an issue for a customer, they can post the issue and the resolution and which patch/client is needed to get that result. For example, I had an issue where a laptop hibernating, then returning from hibernation hours later triggering a high cpu usage alert. They sent me a fixed client, but the help never got to the masses. If they would post the issue, the resolution, and the fixed file (or at least a "will be included in next agent release, if you would like to risk the beta version, download here"). And they could post known but unresolved issues, so 100 people don't post the same problem to them, taking up their time. It would be good PR and help us out a ton I'm sure. I'd love to come to the boards and see my problem has already been fixed for someone else and I can dl the hotfix/patch/client right away.

    Greg Love
    Network Security Analyst
    Securas Consulting Group, LLC

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: togreglove
  • Let's only hope Kaseya has time to read this thread, as the suggestions are excellent! And it would free up some of their own tech resources if they added such a read-only forum of resolutions, known problems etc.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: ReedMikel
  • Yes let us hope. Smile

    and ReedMikel, I was not singling you out or anything.

    I define noobs and newcomers differently.

    1. Noobs... Which I define as persons with little IT experience using Kaseya, NOT Kaseya newcomers. I welcome all Kaseya newcomers.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: gamer-x
  • Some of you are correct but most are wrong. From a business standpoint Kaseya should support all of its customers. For what we pay we should get the best support. I have faith in the software, not the company. They are supposed to be successful "Road MAP to Success Seminar series" and doubling profits etc. They define success in dollars not customer satisfaction.

    Future beta versions should be available to all clients to test if they so choose to sign-up.

    I'm extremely well educated but when you're dealing with closed-source code you legally cannot "update" or fix your own bugs in the software. It is the responsibility of Kaseya.

    Kaseya, hire more support and less salesmen. I'm about 3 weeks away from getting out and off Kaseya and unto a more stable LabTech.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: theodis
  • I'm a new Kaseya customer that unfortunately purchased mid-March, just as they released their new 2008 version. Tech support was virtually non-existent for the first few weeks for me. I was very close to walking (running) away and canceling my down payments. The major reason I decided to hang in was because of the lack of a viable alternative product. I had tried N-Able, but they could barely help me get their software deployed at my own office! I considered BigFix, but the salesperson never followed up with an online demo. So, more out of desperation, I decided to stick it out and see if Kaseya could bail themselves out of their 2008 mess. I am glad I did, as tech support has vastly improved (caught up on their case load) over the last few weeks. Now I look forward to learning to use their software to its fullest...

    I sure hope Kaseya has learned from their mistakes with this 2008 fiasco. Because I would not have been a happy customer if I had upgraded and experienced a lot of the bugs that seasoned MSPs reported in this forum...

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: ReedMikel
  • At a recent MSP gathering a Senior Manager of Kaseya openly acknowledges the last rollout did not go well and they knew better than to rollout nationally. They have promised to use a phased approach in the future. They have learned their lesson. This to me speaks volumes and I can't say that in our 25 years of business that we never screwed up. I can see the efforts they are making to fix the situation down to the numerous Hot Fixes they have deployed. Who out there gets this response from M$? I know we don't. You VARs out there will understand this, let's not be like our most dreaded customers who in their eyes you can't do anything right.

    Just my 2 cents

    --Bill

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: bfitch