Item: Kayako
Rating: 8
Author: Verified User

Overall Satisfaction with Kayako

Use Cases and Deployment Scope

We use Kayako for sales, support, customer service and accounting. Our customers and potential customers use this to communicate issues, advise of payments, and for troubleshooting technical issues.

Pros and Cons

Pros

Great visibility as far as how old a ticket is and how urgent the issue is. This aids in prioritizing.

Cons

The search engine could use improvement, it's very difficult to find things using the search engine.

Return on Investment

Able to streamline our handoff process from sales to customer service

Alternatives Considered

Kayako is the only ticketing system I have used. I found it easy to learn and use.

Kayako has been great for our business. We use this program across the company and find that it's a very efficient tool. The only issue we have with Kayako is the search engine, we find it difficult to use. Overall, it's a great system.

Using Kayako

Support Headcount Required

Likelihood to Renew

Price is a major factor for us. We have a small number of employees and find this suitable for our budget. We also like Kayako's ability to easily setup different departments so that tickets may be allocated accurately.

Comments

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Kayako is a Great Product!

Software Version