Kayako vs. Spot by NetApp

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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CloudCheckr is fantastic for those that are purely in the Cloud as it provides everything you need under one roof for a comprehensive configuration and usage monitoring tool. It has SysLog capabilities though so you can farm out the alerts into a SIEM or other log management system, so hybrid environments could also benefit from its use.

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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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• Detailed Best Practices. It's important to align your cloud to industry best practices for security and cost—it just performs better if it's used the way it's meant to be used. AWS is very flexible, and that's great when you have special requirements, but you've got to at least know when you're using something in a non-standard way so you can think through the implications.
• Cost Reduction. Some recommendations are almost impossible to make at least for our setup, but many, many others are easy. We only have to log into CloudCheckr every few months and make a few changes for it to more than pay for itself.
• Right-Sizing. This is related to the other points, but for some reason is separate from their cost module. The metrics it's able to pull only tell half the story, so it's good to verify it's sizing recommendations before making changes. But it does show you what instances to focus on first, and even if you choose a slightly different size to move it to, it does clearly indicate it's current size isn't appropriate. And this works both ways, if the size is too big, you can save some cash by making it smaller, but if it's too small, you want to be sure to scale up before you run into performance problems.

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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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• CloudCheckr features have a tendency to break without warning. Functionality in place for months could suddenly stop working.
• CloudCheckr support often delays work on support tickets for fixing broken application functionality.
• The CloudCheckr platform and documentation website often crash or experience performance degradation.
• CloudCheckr cost reporting is often impacted by faulty code or broken report functionality. This can contribute to a low level of confidence in CloudCheckr's ability to deliver accurate cost reporting.

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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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Overall, CloudCheckr covers all our AWS monitoring needs and great integration through SysLog into our SIEM to capture alerts for investigation. The reports are great and allow for an easy daily review. Small improvements could be made to the interface and better filtering in places would be good. Great product and the price is fair.

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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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Fantastic Support team who are responsive and address question and concerns promptly with a thorough explanation and fast resolution.

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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 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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There are a few products out there that'll do an aspect or two of what CloudCheckr does, but I honestly couldn't find anything nearly as comprehensive as CloudCheckr.

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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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• CloudCheckr has allowed us to increase resell margins as an MSP.
• CloudCheckr has made us aware of cost savings opportunities that exceed the price of the platform itself.
• CloudCheckr has given us additional visibility that has allowed us to manage and understand cloud computing costs.

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