"Catchy Title"
July 23, 2014
"Catchy Title"
Score 5 out of 10
Vetted Review
Verified User
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.
Pros
- 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
Cons
- 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.
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.
Comments
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