Kayako: Many benefits at a reasonable cost.
Updated February 26, 2015

Kayako: Many benefits at a reasonable cost.

Douglas Deitle | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Software Version

Resolve OnDemand

Modules Used

  • Email Help Desk Only

Overall Satisfaction with Kayako

Kayako started out being used by our organization as a Help Desk for our IT Department. We are now also using it as a case management/workflow tool for tasks within departments as well as between departments. It allows us to track the calculation process for a distribution request and if the calculations are completed within service level standards.
  • It is flexible to allow multiple departments to use Kayako for their own needs such as a Help Desk for our IT department and Workflow/Case Management for our Admin and Calculations Departments. It also allows permissions to be set to allow employees access to only their departments information or it can allow an employee access to multiple departments.
  • Kayako will allow our SQL program access to develop reports that KQL is unable to do.
  • Kayako is cost effective for our needs at this point and appears to be able to accommodate our future needs.
  • I have not tried to use the actual Workflow function for awhile so this issue may have been resolved. When we tried to use it, it was cumbersome and did not offer much flexibility as to meeting the needs of different departments.
  • This may no longer be an issue but if someone was knowledgeable about KQL and knew how another department was set up, they could write a report accessing their data even though they do not have permission to view/edit that departments data.
  • Perhaps adding the function of "Read Receipts" to end-users when opening a ticket.
  • When a ticket is closed, automatically include information from the initial creation of the ticket so the end user knows at a glance what issue has been resolved without looking up the Ticket ID.
  • Kayako has been used as a proactive approach to approving our customer service. If the CSR determines that their may be an issue with a client that needs a manager or directors attention, they can open a ticket. This is then tracked by upper management until it is resolved.
  • A department manager is able to view the workload/tickets of their employees to better delegate future client requests.
This is the only product that I have used for a Help Desk or Case management system
We have only used it as a Help Desk for our IT Department and as a Workflow/Case Management tool. It has worked very well for us and has met our needs.

Using Kayako

Product currently meets our needs and is cost effective. However, we were recently purchased by a larger company who has their own software so it is unknown if we will continue to use this software.

Kayako Implementation

  • Vendor implemented
  • Implemented in-house