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
Red Hat OpenShift
Score9.1 out of 10
N/A
OpenShift is Red Hat's Cloud Computing Platform as a Service (PaaS) offering. OpenShift is an application platform in the cloud where application developers and teams can build, test, deploy, and run their applications.
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
Red Hat OpenShift, despite its complexity and overhead, remains the most complete and enterprise-ready Kubernetes platform available. It excels in research projects like ours, where we need robust CI/CD, GPU scheduling, and tight integration with tools like Jupyter, OpenDataHub, and Quiskit. Its security, scalability, and operator ecosystem make it ideal for experimental and production-grade AI workloads. However, for simpler general hosting tasks—such as serving static websites or lightweight backend services—we find traditional VMs, Docker, or LXD more practical and resource-efficient. Red Hat OpenShift shines in complex, container-native workflows, but can be overkill for basic infrastructure needs.
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
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
We had a few microservices that dealt with notifications and alerts. We used OpenShift to deploy these microservices, which handle and deliver notifications using publish-subscribe models.
We had to expose an API to consumers via MTLS, which was implemented using Server secret integration in OpenShift. We were then able to deploy the APIs on OpenShift with API security.
We integrated Splunk with OpenShift to view the logs of our applications and gain real-time insights into usage, as well as provide high availability.
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
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
I wouldn't necessarily say there is look everyday technology transform. I can see a trend wherein Red Hat OpenShift is adopting all the new technology trends and helping their customers align with their priorities and the emerging technology trends. I wouldn't call out various scope for development every day. There is scope for development. It is all how the organizations adopt it and how they deliver it to their customers. I don't want to call out there is scope for development. It's happening. It is a never ending process.
At the moment, I don't have anything to call out. We are experiencing Red Hat OpenShift and we can see every day they're coming up with new features as and when they come up with new features, we want to experience it more and more. We are looking for opportunities wherein this can be leveraged to help our users and partners.
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
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
This is the current strategy for the company, most of the products in the organisation are aligning to Openshift and various use cases it support. Also lot of applications are being developed for AI use case, openshift.AI provides opportunity to host and leverage the AI capabilities for these applications
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
As I said before, the obserability is one of the weakest point of OpenShift and that has a lot to do with usability. The Kibana console is not fully integrated with OpenShift console and you have to switch from tab to tab to use it. Same with Prometheus, Jaeger and Grafan, it's a "simple" integration but if you want to do complex queries or dashboards you have to go to the specific console
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
Redhat openshift is generally reliable and available platform, it ensures high availability for most the situations. in fact the product where we put openshift in a box, we ensure that the availability is also happening at node and network level and also at storage level, so some of the factors that are outside of Openshift realm are also working in HA manner.
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
Overall, this platform is beneficial. The only downsides we have encountered have been with pods that occasionally hang. This results in resources being dedicated to dead or zombie pods. Over time, these wasted resources occasionally cause us issues, and we have had difficulty monitoring these pods. However, this issue does not overshadow the benefits we get from Openshift.
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
Their customer support team is good and quick to respond. On a couple of occassions, they have helped us in solving some issues which we were finding a tad difficult to comprehend. On a rare occasion, the response was a bit slow but maybe it was because of the festival season. Overall a good experience on this front.
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 was not involved in the in person training, so i can not answer this question, but the team in my org worked directly with Openshift and able to get the in person training done easily, i did not hear problem or complain in this space, so i hope things happen seamlessly without any issue.
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
We went thru the training material on RH webesite, i think its very descriptive and the handson lab sesssions are very useful. It would be good to create more short duration videos covering one single aspect of openshift, this wll keep the interest and also it breaks down the complexity to reasonable chunks.
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
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
The Tanzu Platform seemed overly complicated, and the frequent changes to the portfolio as well as the messaging made us uneasy. We also decided it would not be wise to tie our application platform to a specific infrastructure provider, as Tanzu cannot be deployed on anything other than vSphere. SUSE Rancher seemed good overall, but ultimately felt closer to a DIY approach versus the comprehensive package that Red Hat OpenShift provides.
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 easy to understand what are being billed and what's included in each type of subscription. Same with the support (Std or Premium) you know exactly what to expect when you need to use it. The "core" unit approach on the subscription made really simple to scale and carry the workloads from one site to another.
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
This is a great platform to deployment container applications designed for multiple use cases. Its reasonably scalable platform, that can host multiple instances of applications, which can seamlessly handle the node and pod failure, if they are configured properly. There should be some scalability best practices guide would be very useful
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
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
That is a complicated question and one that's not easy for me to answer. There's a lot of factors that go into all of the stuff that we just don't have an easy way of measuring. And we realize that while we're implementing Red Hat OpenShift, we've tried to start measuring some of that stuff, but we don't have a baseline to go on. So it's hard to say. What I can tell you is general experience with the platform has been extremely positive from the development aspect. Teams have been very, very happy with the speed at which they're able to do stuff. They've been happy with that. The way it works in one environment is exactly the way it works in the next environment because we don't have configuration drift, that type of thing, and has had very positive impacts. But we didn't have a baseline to start with. So I can't talk about getting there faster or anything like that.
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
