Kaseya Community

Kaseya Support...worsen??

  • Has Kaseya support worsen since the start of the new year? It seems that their new year resolution was to take forever to respond to support emails and reply with non-sense.

    Legacy Forum Name: Kaseya Support...worsen??,
    Legacy Posted By Username: jmbball87
  • Prior to the initiative to improve support, Kaseya support was what I would consider non-existent and ineffective. I have noticed a considerable improvement since that time. Currently, it seems like there are two groups. One group knows their stuff and the recommendations they offer make sense. Then there is another group that just seems to have us try stuff and hope that something works. For example, in an attempt to get AVG to install on a server in which the install was failing, I was being asked to give Everyone FullAccess to C:\Documents and Settings. To me that is just something that should not be done to try and get anti-virus installed. I prefer to be a bit more methodical in my approach.

    I think timing plays on role on what group we get. If I submit the ticket after normal business hours it gets assigned to third string. Submitting a request during normal business hours seems to get the job done.

    This is not to say there are two groups, it just seems that way.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: mgolicher
  • I called in today to escalate a KES installation issue. I was on hold for 10 silent minutes, the phone rang twice and then I was disconnected. I called back and was placed in the general voicemail. Not the kind of improvement I was lookin for.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: mgolicher
  • To make it even more fun if/when you move to K2 there is no direct interface to ticketing....just a link to the Portal. The interface there is horrible...hopefully that is not the new Service Desk module

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: karode
  • I think communication in general is an issue with Kaseya. We were advised that we had been admitted into the Controlled Release program before that big email went out. It is absolutely impossible to get any sort of approximate date on whether we will actually get our hands on K2. If we were so unresponsive to our clients, we would go out of business.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: alanuhe
  • I agree that communication is one of Kaseya's biggest problems. Then again this should not be a surprise: if they have difficulty providing timely tech support, they surely won't have the time or resources to communicate to us either...

    Most of my recent tickets have gotten prompt attention, except for one assigned to a David Gonzalez. I created it 7 days ago, but the only response has been "I forward your query to our feature specialist, who would update you shortly." If they are going to paste in canned responses, couldn't they at least use better grammar Smile

    I have seen this issue in the past too - where certain support assignees respond very slowly, if at all. Why does support assign tickets to staff that are unavailable? Makes no sense Sad

    Update 01/18: after pestering my sales rep today, support finally answered the ticket I had created on 1/8. TEN days is pretty bad IMO. The irony is that on other tickets they answered in a reasonable time frame. Then again, inconsistent response times have always been a signature of K support Sad

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: ReedMikel
  • Looks like the workload of K support is to high at the moment. Before the "larger" controlled release K Support was replying very fast on issue's to us. Over the past 2 weeks it's indeed very slow

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: Hans den Boer
  • I let my temper get away from me last week and replied with some vitriol and liberal use of the "AWESOME KEY" to a ticket that had been updated and then closed (without an actual fix) regarding an issue which is affecting our ability to get audit/monitoring data (with a secondary effect of preventing BUDR installs because without the EXE inventory we get the "Windows Installer v3 and up required" message).

    Not my finest moment, admittedly, but my frustration levels? Rather high.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: GreyDuck
  • GreyDuck
    I let my temper get away from me last week and replied with some vitriol and liberal use of the "AWESOME KEY" to a ticket that had been updated and then closed (without an actual fix) regarding an issue which is affecting our ability to get audit/monitoring data (with a secondary effect of preventing BUDR installs because without the EXE inventory we get the "Windows Installer v3 and up required" message).

    Not my finest moment, admittedly, but my frustration levels? Rather high.


    Sometimes, that's just the key to getting things done... I've had to do that several times with CW support. Thankfuly the issues I've had with Kaseya haven't been that bad, the few times that I've had to contact support have gone rather well. Except one... but I'll let that one slide... for now...

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: thirteentwenty
  • I think most of support's tardiness issues boil down to this: once a ticket gets assigned, nobody at K bothers to check for overdue tickets (even though v5 is capable of it). Maybe the assignee is sick, on vacation or has too many open tickets). Regardless, without regular monitoring of their ticket queue, slow response times are going to happen occasionally. Then, factor in supporting a new release - and you have a recipe for mediocre support Sad I sure hope the new Service Desk that they've been touting for almost a year will somehow resolve this problem. But it will still require somebody to look for tickets stuck in limbo and take ACTION (e.g. assign to someone else).

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: ReedMikel
  • So, they need to implement ConnectWise? *wry grin*

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: GreyDuck
  • GreyDuck
    So, they need to implement ConnectWise? *wry grin*


    Lol, Awesome.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: Coldfirex
  • Well fact is you don't get helpfull answers in a timefly fashion. While the initial response time is good, useful help takes quite some time

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: -Dan-
  • sorry Dan, my experience is different...K Support rocks (on critical issue - less critical takes more time)

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: Hans den Boer
  • Keep in mind that tickets are assigned to different technicians based on the ticket's Feature. Some techs do a much better job of responding in a timely fashion than others, which could account for the different users experiences reported here. This isn't an excuse for mediocre support - just an explanation...

    [QUOTE=-Dan-;52321]Well fact is you don't get helpfull answers in a timefly fashion. While the initial response time is good, useful help takes quite some time[/QUOTE]

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