What users are saying about
2 Ratings
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Score 8 out of 100
41 Ratings
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Score 6 out of 100

Likelihood to Recommend

DeskRoll Remote Desktop

DeskRoll Remote Desktop is well suited for consultant and remote support. It's less appropriate for clients worried about security and anytime remote access.
Matt Karcher | TrustRadius Reviewer

Kayako

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.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Remote Administration

DeskRoll Remote Desktop
8.2
Kayako
Screen sharing
DeskRoll Remote Desktop
9.0
Kayako
File transfer
DeskRoll Remote Desktop
8.0
Kayako
Instant message
DeskRoll Remote Desktop
7.0
Kayako
Over-the-Internet remote session
DeskRoll Remote Desktop
9.0
Kayako
Initiate remote control from mobile
DeskRoll Remote Desktop
8.0
Kayako
Multi-platform remote control
DeskRoll Remote Desktop
8.0
Kayako

Incident and problem management

DeskRoll Remote Desktop
Kayako
6.9
Organize and prioritize service tickets
DeskRoll Remote Desktop
Kayako
8.3
Expert directory
DeskRoll Remote Desktop
Kayako
4.6
Subscription-based notifications
DeskRoll Remote Desktop
Kayako
6.4
ITSM collaboration and documentation
DeskRoll Remote Desktop
Kayako
7.0
Ticket creation and submission
DeskRoll Remote Desktop
Kayako
8.0
Ticket response
DeskRoll Remote Desktop
Kayako
7.0

Self Help Community

DeskRoll Remote Desktop
Kayako
5.9
External knowledge base
DeskRoll Remote Desktop
Kayako
5.3
Internal knowledge base
DeskRoll Remote Desktop
Kayako
6.6

Multi-Channel Help

DeskRoll Remote Desktop
Kayako
7.6
Customer portal
DeskRoll Remote Desktop
Kayako
8.1
IVR
DeskRoll Remote Desktop
Kayako
8.0
Social integration
DeskRoll Remote Desktop
Kayako
5.2
Email support
DeskRoll Remote Desktop
Kayako
8.8
Help Desk CRM integration
DeskRoll Remote Desktop
Kayako
8.1

Pros

DeskRoll Remote Desktop

  • Ability to remote in at any time
  • Can support unlimited clients with hardware and software issues
  • Multiple remote client logins
  • Cost!
Matt Karcher | TrustRadius Reviewer

Kayako

  • 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.
Anonymous | TrustRadius Reviewer

Cons

DeskRoll Remote Desktop

  • DeskRoll has really done a great job with this software and I don't see any need for improvement
Matt Karcher | TrustRadius Reviewer

Kayako

  • 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.
Joshua Tobiansky | TrustRadius Reviewer

Likelihood to Renew

DeskRoll Remote Desktop

No score
No answers yet
No answers on this topic

Kayako

Kayako 7.8
Based on 11 answers
  • 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
Nathaniel Bannister | TrustRadius Reviewer

Usability

DeskRoll Remote Desktop

No score
No answers yet
No answers on this topic

Kayako

Kayako 10.0
Based on 1 answer
I did not come from an IT background and I picked this program up quickly
Derrick Green | TrustRadius Reviewer

Reliability and Availability

DeskRoll Remote Desktop

No score
No answers yet
No answers on this topic

Kayako

Kayako 7.5
Based on 2 answers
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.
Marie McCourt | TrustRadius Reviewer

Support Rating

DeskRoll Remote Desktop

No score
No answers yet
No answers on this topic

Kayako

Kayako 7.0
Based on 4 answers
  • 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.
Jon Shurtliff | TrustRadius Reviewer

Implementation Rating

DeskRoll Remote Desktop

No score
No answers yet
No answers on this topic

Kayako

Kayako 9.0
Based on 2 answers
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.
Nathaniel Bannister | TrustRadius Reviewer

Alternatives Considered

DeskRoll Remote Desktop

Cost, ease of use, file transfer and chat capabilities.
Matt Karcher | TrustRadius Reviewer

Kayako

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.
Jericho Fulgencio | TrustRadius Reviewer

Return on Investment

DeskRoll Remote Desktop

  • Positive: Cost of software versus other vendors
  • Positive: Instant access to clients makes them very happy
  • Positive: Cost of gas and labor reduced
  • Negative: Less time spent at client locations
Matt Karcher | TrustRadius Reviewer

Kayako

  • 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.
CJ Estel | TrustRadius Reviewer

Screenshots

Pricing Details

DeskRoll Remote Desktop

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Optional
$29.95*

* per seat

DeskRoll Remote Desktop Editions & Modules

Edition
DeskRoll - 1 Month29.951
DeskRoll - 1 Year299.51
  1. per seat
Additional Pricing Details
With each license a user can configure unlimited remote computers to access from any location. Also, users can make unlimited parallel remote connections - each will open in a new browser tab. Users can pause and resume remote sessions.

Kayako

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Kayako Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

DeskRoll Remote Desktop
8.0
Kayako
5.2

Likelihood to Renew

DeskRoll Remote Desktop
Kayako
7.8

Usability

DeskRoll Remote Desktop
Kayako
10.0

Reliability and Availability

DeskRoll Remote Desktop
Kayako
7.5

Support Rating

DeskRoll Remote Desktop
Kayako
7.0

Implementation Rating

DeskRoll Remote Desktop
Kayako
9.0

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