We have finally upgraded our support ticket system to Kayako 3, after finally getting it to import properly and getting all the templates modified to fit into our site design. Overall, we have been quite happy with the upgrade on our side, and hopefully several of the new features, including InstaAlert, will also help us in delivering faster response times aross the board.
In related news, NOCWizard is now at http://noc.steadfast.net and the support system has also been moved to the steadfast.net domain, http://support.steadfast.net. We are currently looking at replacing NOCWizard, finally, with Ubersmith Data Center Edition. This upgrade will not be cheap, but should be worth it long term. After talking with the Ubersmith staff, we should be able to greatly improve our current billing setup very quickly and for the long term it should allow us to greatly improve the automation and level of service provided.