Ooh, I like the sound of the billing system overhaul. I'm really not a fan of the billing system at the moment (which is why I go directly to support.knownhost.com to submit tickets..). Just use WHMCS, keep things simple ;) Then you don't need to pay extra for Kayako.
Thanks for your quick response!
Upcoming revamp, ay? New version of Kayako or completely different system, or is it a secret? How long do you reckon? Your support system works fine, but I'm not a HUGE fan! :)
1) I would recommend adding a "low" priority ticket status for customers non urgent issues. For example, general questions that aren't urgent and don't need a "guaranteed" response.
2) I would recommend adding a ticket status that's something like "Awaiting customer reply" rather than "On...
There seems to be a slight spelling error in your footer which I picked up on.
[Broken External Image]:http://puu.sh/7BA0D.png
It says "Visit out contact page". However it should be "Visit our contact page".
Just a little thing which I thought I'd let you know about :)