A solid, stable, feature-loaded help desk
Updated April 20, 2021
A solid, stable, feature-loaded help desk
Score 5 out of 10
Vetted Review
Verified User
Software Version
Other
Overall Satisfaction with Kayako
We currently use Kayako as a company-wide ticketing system. We have multiple departments set up, and the whole experience is quite seamless. It's great being able to transfer tickets between departments. Once we started rolling this out, more departments asked to be added on, because they were impressed with the system. We also have a huge network of external users who communicate with our support departments almost exclusively through Kayako.
- Ticketing system.
- Multiple departments/groups.
- Ease of use for all users.
- Insight and reporting.
- SLA Management and visibility.
- Price continues to increase.
- There are some quirky errors, sometimes a response isn't recorded properly and an SLA is missed because of it. Sometimes an error message pops up that doesn't actually affect anything.
- Could always use more reporting.
- Macros could be a little more configurable.
- The performance has been really bad lately. Minutes to load tickets, or the inability to log in.
- Ticketing
- SLA Tracking
- Quick responses to questions.
- Gives users a platform to submit trouble tickets, including security issues.
- Created a collaborative support culture.
- Spiceworks and Zendesk
Kayako is way more scalable than Spiceworks' helpdesk offering. We had trouble visualizing our current layout within their environment.
Zendesk was priced quite a bit higher than Kayako while offering similar functionality. It didn't make sense to want to migrate to a new platform.
We have also evaluated various Sharepoint-based help desks, but their speed and reliability did not match our standards for what a help desk should be.
Zendesk was priced quite a bit higher than Kayako while offering similar functionality. It didn't make sense to want to migrate to a new platform.
We have also evaluated various Sharepoint-based help desks, but their speed and reliability did not match our standards for what a help desk should be.
Do you think Kayako delivers good value for the price?
No
Are you happy with Kayako's feature set?
Yes
Did Kayako live up to sales and marketing promises?
No
Did implementation of Kayako go as expected?
Yes
Would you buy Kayako again?
No
Kayako Feature Ratings
Kayako Support
Pros | Cons |
---|---|
None | Slow Resolution Poor followup Less knowledgeable Problems left unsolved Not kept informed Escalation required Difficult to get immediate help Need to explain problems multiple times Support doesn't seem to care Slow Initial Response |
Yes. We believe that premium support is necessary for such an important system. It's sad they really don't hold their end of the bargain anymore. When we used their on-premise version they were attentive, and supported most of the issues we'd run into. Now, it's difficult to get any support.
Yes - Early on, yes, but within the last 6 months we've had many issues, and none of them seem to be fully resolved, and none in any kind of timely fashion. We don't know when anything goes down until we're waiting for pages/tickets to open and nothing happens. Then we open a ticket, (don't try emailing the support box on their website, it doesn't work!) and we wait hours, things get restored and we get a generic "there was a system wide outage today for x hours"