TrustRadius
Kayako is BETTER than you think!
https://www.trustradius.com/help-deskKayakoUnspecified4.737101
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March 29, 2018

Kayako is BETTER than you think!

Score 8 out of 101
Vetted Review
Verified User
Review Source

Software Version
Other

Overall Satisfaction with Kayako

Our entire organization uses Kayako to conduct business. It is used to transfer work from one person to another, escalate to another group and until just recently, track efforts in our Development Department.
It is a very easy way to understand what issues a customer has, what the status of that issue is, who had it, what is the history of the effort on the customer's behalf and who has done what so far.
  • Gives a very good report on an individual level of what is being done for a customer or corporate issue.
  • Easy to understand who has what, what the tickets are about, how long they have been opened and how many times the customer/employee have gone back and forth with each other.
  • Nice dashboard view.
  • I personally find the reporting a bit difficult. We are on an older version of Kayako and I am told that reporting on the new version is much improved.
  • There are some things missing in the new version that we were used to in the older version. Not sure how they came about what to keep or get rid of. Some of them are quite missed.
  • Would like to see reporting done in a way that you pick what you want to report on and hit generate. No special "Language" skills needed.
  • It is very affordable and does a great job based on its cost.
Based on cost, Kayako is by far the better solution.
We really like it to manage our customer interactions. It also has a chat feature (which we don't use yet) but understands that it is quite good.

Kayako Feature Ratings

Organize and prioritize service tickets
7
Ticket creation and submission
10
Ticket response
10
External knowledge base
6
Internal knowledge base
6
Customer portal
Not Rated
Email support
9
Help Desk CRM integration
Not Rated