Evernote vs. Kayako

Evernote is an excellent tool for keeping track of client relationships and taking notes. The indexing is excellent, with text in images and text. However, a Wiki might be better for large-scale collaboration. It is a perfect use case for it, and it is hard to beat. To-do lists that need to be tracked or have due dates assigned do not work well in Evernote. It's almost like a library that anyone can add to, edit, tag, and reference. Evernote has a limited checklist function in terms of tasks meant to be kept in one place rather than reviewed and organized over time.

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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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• Ability to share meeting notes with others (like that it works well with Rocketbook).
• The To-Do list helps with organization and project deadlines.
• Able to sync to multiple devices so you can use it in the office or in the field.

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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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• The free application's feature will meet most users needs, but the Premium plan is expensive.
• Though Evernote lets you create and manage notes effortlessly, its basic plan supports sync between two devices and does not support offline mode.
• Can't export data easily to other applications.

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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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I can't really imagine how much they'd have to charge me to make me quit Evernote. I can't really think of any technology that has changed my life as much without going back to email in the 90s, or the introduction of the iPhone. I know I sound ridiculous, but it would be really tough for me to live without it. If I were forced to choose between my smart phone (and keep in mind that I get lost in my driveway) and my Evernote, I'd probably choose my Evernote.

• 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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• Basic visual organization - ability to create a notebook and store user notes inside of it.
• Basic easy navigation - You can quickly move in and out of files and notes.
• User intuitive addition - whatever you need to add to your document, it's relatively easy to understand and use.
• We find overall that we still want some functionality in creating better task lists, boards, and other things that we find in Notion - which is the tool that we use as a team notebook/storage space.

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

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Generally issues are by connectivity and not Evernote availability but I have had issues in the past with cross-client consistency of data which Evernote Support has ID'd as bugs that are still unresolved as far as I know

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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Fast and clean interface. Just upgraded to Evernote 5

I bet you won’t even need to call their support. Their product has never failed me. Simply put. But if you were to email them to gather some details or help, I bet they won’t disappoint you. Don’t worry about the support, it’s the last thing you should worry about this product.

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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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Make sure you think about your tags. If you end up with multiple similar tags then things aren't grouped together as you might prefer. For instance if you have a tag called Disney and Walt Disney, this will split up your articles. Evernote makes it simple to correct, but I suggest you make sure your users look closely at the existing tags before creating new ones.

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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The most similar program I have used is OneNote by Microsoft, and other note taking programs exist like Notepad and Microsoft Word but those programs do not offer syncing like Evernote does. There are newer programs in the space like Dropbox Paper and Google Docs which would be on a list of ones to consider.

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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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• Evernote has allowed our school's over 3000 students and staff members to work more efficiently instead of spending time on making physical notes, clicking pictures, and uploading them to the cloud in order to share them
• The investment in Evernote Premium has also allowed for heavier files to be attached in each note such as student work that allows teachers to be certain that students have followed deadlines and finished assigned tasks
• Evernote has allowed our school to smoothly transition in and out of online learning as the local COVID-19 protocols change and student work requires one platform to be based on throughout

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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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