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.
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.