Celtx vs. Kayako

In our experience at Eight Engines, Celtx shines in multi-faceted projects that require extensive pre-production planning. For instance, when working on Transport for Greater Manchester's promotional videos, the software's breakdown features helped us meticulously plan everything from location shoots to talent schedules, ensuring a smooth operation. Similarly, its robust scriptwriting tools were invaluable in our work with the BBC, where nuanced storytelling is key. However, for smaller, quick-turnaround projects, such as social media clips or internal training videos, Celtx can be a bit of an overkill. The platform's comprehensive features may not be fully utilised, making simpler tools or templates sometimes more efficient for these tasks. Additionally, Celtx's pricing model might not be cost-effective for freelancers or smaller teams that only need a scriptwriting tool, without the additional pre-production features. Overall, while Celtx is an excellent all-in-one solution for complex video projects, it might be less appropriate for simpler tasks or smaller teams with budget constraints.

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When it works, It's without a doubt a great help desk solution. It is perfect for our usage, and have rolled it out company-wide. It's great if you have multiple departments. We have it set up so most items come through a single desk that then hands out tickets to their proper department. There may be cheaper options for smaller organizations but for one that is as service-driven as ours, we really think Kayako is a great fit.

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• Scripts
• Call sheets
• Schedules

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• Gives a very good report on an individual level of what is being done for a customer or corporate issue.
• Easy to understand who has what, what the tickets are about, how long they have been opened and how many times the customer/employee have gone back and forth with each other.
• Nice dashboard view.

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• Storyboarding
• Modernised UX

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• Departments need a bit of work. Even though you can have multiple departments, the only changes that can be made are globally. If you want independent queues within the departments, you have to do a lot of work that can be very confusing.
• Survey system is not up to speed. Kayako really needs to add Net Promoter Score into their system. Also, if a staff user removes their name from an incident ticket, it removes them from the survey so you really can't even get a good estimate of how well your staff is in the eyes of the customer.
• Very difficult to implement when you already have a customer base. Setting them up in organizations is difficult. Also, the sign-up for new customers is quirky. If you send an email to Kayako, it will say you are not an authorized user, however, it will store your email address. If you try to send an email a second time, it will go through. This is one of many reasons why we decided to move from Kayako to Oracle Service Cloud.

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• We are grandfathered in on their old Software-assurance pricing and our continued use costs us only a few hundred dollars a year (excluding hosting expenses)
• Our team's processes are now heavily ingrained in the system
• We have not been shown a more compelling option that is more cost-effective while still offering all the features we've come to expect

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I did not come from an IT background and I picked this program up quickly

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They are really good, but it takes a while to get back, because of the large time difference to the Eastern US. However, they are very helpful.

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• We didn't have to use support too much, but when we did, they were able to assist us and help us make everything work.
• Mostly we used their Online KB and step by step instructions to get all of our issues resolved.

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Three years in we are about as happy with Kayako as we could be. We've had several employee's leave and on-boarding new hires was easier than it has ever been as things are uniform and consistent across the entire application.

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We prefer Celtx's user-friendly approach over Final Draft for its intuitive interface and ease of onboarding. Unlike Final Draft, which can have a steeper learning curve, Celtx allows us to dive straight into the creative process without getting bogged down by complex functionalities. This streamlined user experience promotes collaboration, as team members can effortlessly switch between scriptwriting, pre-production planning, and other tasks. In a fast-paced agency setting, Celtx's accessibility is not just a preference but a necessity for efficient work.

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We were using Spiceworks for a few years before switching to Kayako but found that it wasn't as customizable or as user friendly for our customers. The SNMP scanning and inventory features with Spiceworks was nice but we needed more of a Help Desk that would allow us to scale our services to more companies.

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• Tickets were definitely responded to faster once we implemented the audible alarm that would go off when new tickets came into the queue. This was possible because of the API.
• Since the system was email based we could set our monitoring software up to generate tickets automatically via email for customers when it found something out of the ordinary.

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info