TrustRadius
Kayako. Support and even more. Great internal communication system.
https://www.trustradius.com/help-deskKayakoUnspecified4.238101
Marc Vila profile photo
August 02, 2014

Kayako. Support and even more. Great internal communication system.

Score 10 out of 101
Vetted Review
Verified User
Review Source

Software Version

Fusion OnDemand

Overall Satisfaction with Kayako

I would have to say I was surprised on how much I enjoyed working with Kayako. Fairly easy to program (learned it 100% self taught), reliability was nice, customer service/support was always great. Check the hours their support is open. Make sure you know "emergency contacts" for them. If using SAAS remember it's a shared server and someone you share it with could cause downtime through overuse or attacks on system. This only happened a few times but they are pretty good at being reactive to servers being down.
  • Easy to learn
  • Tons of features
  • Good support
  • SAAS went down on us a handful of times but I hear servers are stronger now
  • Ability to call and talk to someone. Mostly all email and chat
  • Custom builds for you rather than all self programmed
  • Less mistakes with CSRs
  • Accountability of employees means rewarding those who do best
Tried Zen desk and just felt Kayako had many more controllable features.
Would just compare what else is out there first.
It's suitable if you have a lot of tasks and departments to manage. It will really help make sure things don't "fall through cracks"