Kayako knowledge base
March 18, 2016
Kayako knowledge base
Score 8 out of 10
Vetted Review
Verified User
Software Version
Fusion OnDemand
Overall Satisfaction with Kayako
We are currently using Kayako as a knowledge base and ticketing system. Users can login and create support tickets for IT as well as find self help documentation. Kayako is being used across the institution for student, employee, and faculty support for IT and academic technology needs.
- Easy to use ticketing system for support requests.
- Easy ticketing tracking system for our support techs to monitor and assign tickets as needed.
- Nice knowledge base for self support documentation.
- Easy to tag self support documents, however not clever enough to bring most used documentation to top of search list.
- We have not found a way to get numbers on most searched tags.
- Inexpensive compared to other knowledge base platforms.
- Kayako does not have the ability (at least we have not found it) to report on most searched tags/documents.
- Can be difficult to attach files or images to tickets.
- The interface could use some work. The interface can be difficult and the color contrast of design is not very strong.