October 17, 2017

Highly Priced Support/Upgrades

Zane Lucas

Director

Interbit Corporation Pty LtdInformation Technology and Services, 51-200 employees

Score 1 out of 10

Vetted Review

Verified User

Software Version
Fusion OnDemand

Use Cases and Deployment Scope

The download version is excellent software and has many great features for supporting customers via email, telephone, and live chat.

Pros and Cons

Customer Service Tickets
Live Chat Functionality

Terrible Customer Service
Overpriced Support Charges For Existing Customers
Many Bugs - Requiring An Expensive Support Agreement

Return on Investment

The cost is extremely high for existing customers and the new charges for support and upgrades are excessive.

It is well suited for anyone requiring an easy to set up helpdesk. For existing customers on perpetual licenses, the new charging strategy that Kayako has forced is extremely expensive and results in loss of license if now paid on an annual basis. Perpetual doesn’t mean perpetual at Kayako.

Incident and problem management

Organize and prioritize service tickets

Subscription-based notifications

Ticket creation and submission

Ticket response

Self Help Community

External knowledge base

Internal knowledge base

Multi-Channel Help

Customer portal

Email support