Kayako is a help desk and customer support platform that helps businesses automate workflows, improve agent productivity, and deliver personalized customer experiences across email, chat, and social media.
$79
per month
New Relic
Score8.1 out of 10
N/A
New Relic is a SaaS-based web and mobile application performance management provider for the cloud and the datacenter. They provide code-level diagnostics for dedicated infrastructures, the cloud, or hybrid environments and real time monitoring.
$0
No credit card required; 100 GB free ingest per month, 1 free full user + unlimited basic users, 8 days retention, 100 Synthetics Checks
Pricing
Kayako
New Relic
Editions & Modules
Kayako One
$79
per month
Enterprise
Contact Sales
Free (Forever)
$0
No credit card required; 100 GB free ingest per month, 1 free full user + unlimited basic users, 8 days retention, 100 Synthetics Checks
Telemetry Data Platform
$0.25
per month per extra GB data ingest (after first free 100GB per month)
Incident Intelligence
$0.50
per month per event (after first 1000 free events per month)
Standard
$99
per month per full user (after first free full user - unlimited free basic users)
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.
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
New Relic its an excellent tool for monitoring services used on the SAAS universe, like web servers, relational and nosql dbms, reverse proxies, text databases, etc. Its also a powerful tool to monitor resource usage on said servers. However, its not well fitted to monitor custom services - if you need to generate alerts based on logs or database information, for example
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. TR verified that a representative sample of customers was invited. More Info
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.
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
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
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.
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
And while powerful, building tailored dashboards with organ-specific metrics (such as energy load variance across regions) can be difficult to navigate. The UI isn't as drag-and-drop easy, and query-based widgets typically involve some trial and error for non-devs.
Alerts may be hypersensitive or over general. I We often get a spam of non-critical alerts while doing load testing, all overhauling to me alone and making it difficult to identify actual issues especially in energy systems where spikes are very common.
With our expanding fleet of Iot devices, the per-host pricing model is becoming expensive, quickly. More detailed billing based on microservices, or that works at sensor level, would make it more adaptable for energy platforms.
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
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
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
The only issue that we have had with New Relic is that the price might be a little expensive for smaller companies. The amount of data you store in New Relic impacts the cost, and can get away from you if you don't work closely with the vendor. Overall though the application is top notch.
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. TR verified that a representative sample of customers was invited. More Info
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 have given this much rating as I am used New Relic in different sectors and for different use cases like its K8s monitoring, infra monitoring, full stack monitoring as compare to other tools New Relic gives data in a formatted and connected way, and also it is giving us value for money. It also launches new features day by day which helps users to track the issue very quickly. It also supports OTel integrations which is the latest trend of observability tools. thats why I had given this much rating to New Relic.
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
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
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
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
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
The support team has been really helpful and resolved most of the issues on time. However, for a couple of issues, several follow-ups were needed to elicit a reasonable response. The issue was deeply technical and could have been investigated only by their Architects, and bringing them into the ticket took longer than needed
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. TR verified that a representative sample of customers was invited. More Info
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.
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's better to start by implementing New Relic in one project and test everything. Try to follow best recommended practices and read all the official documentation. Everything seems well tested. Then, start by installing agents to the rest of your projects and keep a close look to all logs and metrics New Relic gives you.
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.
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
Data Dog has solutions that look more attractive, but not at their price point. We have also tried to build a solution straight from the Cloud, where our business is built, but some things are too hard to replicate. This shows that New Relic is useful and helps our efficiency.
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. TR verified that a representative sample of customers was invited. More Info
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
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.
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
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
