"Catchy Title"
Anonymous | TrustRadius Reviewer
July 23, 2014

"Catchy Title"

Score 5 out of 10
Vetted Review
Verified User
Review Source

Software Version

Resolve OnDemand

Overall Satisfaction with Kayako

Kayako is currently being used in our IT department in a few different roles. For the IT Support Side: This is being used to track user issues and resolutions. For the IT Infrastructure Side: This is being used for change and patch management tracking. For the IT Security Side: This is being used to track permissions requests, and changes in user access. Currently, Kayako is being used in the IT dept only, with no plans to expand further.
  • The ability to switch between the desktop app and the web-based app is nice.
  • The call and chat function of Kayako is pretty useful
  • The ability to define categories, and subcategories, and exclude them from general search criteria is a nice touch
  • The Desktop app constantly loses contact with the server, requiring multiple logon requests.
  • The search parameters are overly sensitive, and I was unable to see any defined wildcard characters.
  • The section for defining user permissions has some pitfalls that need to be addressed when setting up a new user.
  • Increased employee efficiency over our previous application.
  • numara footprints
Kayako's interface is definitely better in the "ease of use" category.

I find that the functionality of Kayako trumps Numara in a few different ways, and the search functions are a little bit easier to navigate.
So far, this is the norm for us. We have gotten used to this and for a change to happen, we would need a significant change in functionality. The new medium would have to have everything that Kayako is lacking and at a more appealing price point. This hasn't happened yet.
Ease of use, robustness, and ease of access through mobile are lacking.