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
Shift
Score9.3 out of 10
N/A
The Shift browser merges web apps into a single window, streamlining work online and providing access to thousands of apps without leaving the browser.
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
For me, Shift works best as a dedicated app switcher, not a browser replacement. I keep it open on my second screen as a quick-reference hub for my most-used tools and email accounts. One glance shows me unread counts across every inbox, and I can jump straight into whatever I need without digging through browser tabs. The separation is a big part of why it works well for me. My browser stays my browser, and Shift stays my app space. Both feel cleaner and faster to navigate that way. Everything is right there, clear and icon-based, and being able to turn badges on or off per app means I only see what actually needs my attention. I tried the newer Shift browser and it felt too busy, and it lost the separation I liked in the first place.
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
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
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
Shift has significantly streamlined your daily operations by bringing together all your tools, accounts, and workflows into one platform. This has reduced context-switching and improved overall productivity across Bamboo Orchard’s Innovation Studio and Venture Studio operations.The ability to create custom workspaces tailored to different projects, clients, and teams ensures that each aspect of your business is optimized for performance. This flexibility supports the unique, bespoke solutions Bamboo Orchard is known for delivering. Shift has enhanced collaboration by integrating communication tools like Slack, Zoom, and email with task management platforms. This has allowed teams to work together seamlessly, even in remote or hybrid environments. By eliminating the need for constant tab-switching and manual management of accounts, Shift has saved considerable time and effort for the team, allowing you to focus more on strategic innovation and client support. Shift’s functionality aligns perfectly with Bamboo Orchard’s mission to deliver bold, transformative innovation and tailored solutions. It supports your ability to execute efficiently and maintain focus on reshaping industries for your clients.
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
Setting up Shift is very simple and highly intuitive, making it easy to use. Once you set up the accounts and program integrations, you can easily click on precisely what you need, requiring barely any thought or effort. It feels truly seamless and straightforward to use. I have no issues with use, and I use it every day.
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
Its basically been great. In 3 years I had one issue of repeated crashes which was fixed with a version change and an issue where slack wouldn't load after a slack update but that fixed within a few weeks
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
Its pretty performant on my GPU based laptop as it can use the hardware to accelerate processing. However it is memory hungry. If I had a normal amount of RAM on my laptop I wouldn't imagine it would be a little slower
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
I have only had to use their support a couple of times, but was able to get an answer and things resolved within a couple of hours. There was no issue with contacting them, received responses and updates in a timely manner and they were able to resolve the small issues we had. It was a pleasure to work with them
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
I was completely satisfied with the implementation of Shift, rating it a 10. The process was straightforward and required minimal effort to get started. Key insights include the importance of pre-configuring the app with essential tools and accounts for the team to ensure a smooth transition. Shift’s intuitive setup and integration process allowed us to onboard quickly without disrupting workflows. Additionally, its user-friendly design made it easy for team members to adapt without extensive training.
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
I came from using a similar app called MailPlane, some of you older users might remember this app. It had a similar function to connect Gmail accounts so that I could use Gmail like a regular app. This app reached end of life and the developers no longer decided to keep the app active. I was then back into the market in search of a comparable app and my searched led me to fine Shift. I'm absolutely glad I did! 4 years later and I'm still using Shift. It was 2021 when MailPlane stopped selling licenses. If I remember correctly I switched to Shift around this time or possible before. All I know is I switched and never looked back and was extremely happy to find Shift.
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
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
