Highly Priced Support/Upgrades
October 17, 2017

Highly Priced Support/Upgrades

Zane Lucas | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Software Version

Fusion OnDemand

Overall Satisfaction with Kayako

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

Pros

  • Customer Service Tickets
  • Live Chat Functionality

Cons

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

Kayako Feature Ratings

Incident and problem management
6.8
Organize and prioritize service tickets
8
Subscription-based notifications
3
Ticket creation and submission
8
Ticket response
8
Self Help Community
7.0
External knowledge base
7
Internal knowledge base
7
Multi-Channel Help
6.5
Customer portal
5
Email support
8

Comments

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