Droplr vs. Kayako

Droplr is very useful in any kind of visual work, particularly if there are more people involved and they need to follow the creation process. It allows the team to be on the same page. It is also very useful when dealing with clients without design training since we can show visually what we intend to do. Teachers, instructors, and even technical support people can make good use of Droplr since it makes easier to share screencasts, to capture screens for tutorials and to solve clients' doubts.

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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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• Simply moving files onto the menu bar icon is the fastest way to get files on their way.
• The link to copy is automatically saved to your clipboard, so while I'm writing the email to send the file, I simply paste and I'm done.
• Turns out, I check often if the file has been downloaded, as it allows me to followup and speed up the process if needed.

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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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• Startup bug (Mac) - Even though I select Droplr not to start up with the computer, it still does. It's been months and they still haven't fixed this. It's very frustrating.
• The Windows version doesn't allow me to select an area of my screen to record - one has to record the entire screen.
• Though it may look like it in their settings, setting up SSL isn't as easy as clicking the button. I still don't quite understand how to do it.

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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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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

It solves a lot of everyday problems in our creative department and enhanced our workflow.

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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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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

Because I find it especially easy to work with, compared to alternatives.

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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

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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I've only had to reach out to Droplr support a couple of times and they've been quick to getting back to me.

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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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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

Lightshot Screenshot provides the same screenshot functionality as Droplr, but with no cost. Lightshot Screenshot also allows you to edit a photo and can upload your photo either to the cloud or just paste it in an email/Slack/anything else to your client. There are very little go-betweens and a lot more flexibility.

Droplr was chosen by my company, not me. If I had chosen a screenshot software, in retrospect, I would have chosen Lightshot Screenshot. Droplr was fine. Lightshot Screenshot is killer, though.

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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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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

• I use Droplr every day and it's been a huge boost for productivity since I never need to think about how a screenshot will be shared. It's just built in and so easy.
• I really wish Droplr had an Android app.

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Independently Invited by TrustRadius

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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.

Incentivized

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