Kayako Review
Updated December 20, 2014

Kayako Review

Derrick Green | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Software Version

Resolve OnDemand

Overall Satisfaction with Kayako

We use Kayako as our online support interface for all issue affecting our software. In the support department this is the only outside tool we use. This is used across our whole organization as a way to support and track software issues.
  • Easy to use
  • I have never had a failure
  • Has great reporting features
  • Great interface
  • I have had only one issue with selecting different views. This is a pretty solid product.
  • I know this helps our efficiency in support! The ability to track all these tickets and see exactly how much work each person is doing is phenomenal.
This is one of the easiest systems I've used! You can come from any background and learn this system within days.
I only have experience with it in tracking software issues, but this is a great system if you are looking for a client centric way to handle support.

Using Kayako

150 - Support and Sales, we mainly use it to track all software issues and to track sales.

Kayako Support

We have always had issues fixed in a timely manner with minimal impact on our ability to serve customers.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
Immediate help available
Support understands my problem
Support cares about my success
None
Yes - Within hours we have had all issues resolved.
We had an instance where our interface was not usable for a few hours. They got it back up and running quickly.

Using Kayako

I did not come from an IT background and I picked this program up quickly.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Just the everyday tracking of support issues is GREAT. The ability to quickly filter tickets by any measure is incredibly helpful!
  • Color codes are well thought out and give you information about tickets at just a glance.
  • The views have caused me some issues.
Yes - I have only used it a few times outside of the office, but it is a great way to provide support without opening your PC.