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
Using Kayako
Kayako Implementation
- Vendor implemented
- Implemented in-house