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.