Kayako worked great while it lasted
February 19, 2020

Kayako worked great while it lasted

Jon Shurtliff | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User
Review Source

Software Version

Other

Overall Satisfaction with Kayako

  • We used Kayako as our primary IT Help Desk ticketing system. We purchased and used the On-Prem version and quite some success in its implementation.
  • Kayako allowed us to easily manage Help Tickets, communicate with our users, document all our past tickets, and create a knowledge base to help users and personnel look up and store past issues and solutions.
  • Help Desk Ticketing
  • Knowledge Base
  • The usability could be improved to reduce the learning curve.
  • Make it easier to reply to a customer
  • Kayako was fairly priced at the time for the On-Prem solution, so good ROI because the investment was small
Jira is much more pricey but more complete. It integrates with our Scrum Board and Agile Software Development platform. So we can much more easily turn Tickets into User Stories, and our techs and devs only have to live in one software platform instead of having to switch between multiple and copy and paste so much.
  • We didn't have to use support too much, but when we did, they were able to assist us and help us make everything work.
  • Mostly we used their Online KB and step by step instructions to get all of our issues resolved.

Do you think Kayako delivers good value for the price?

Yes

Are you happy with Kayako's feature set?

No

Did Kayako live up to sales and marketing promises?

Yes

Did implementation of Kayako go as expected?

Yes

Would you buy Kayako again?

Yes

Kayako was only ok - We switched because there are much better software platforms out there that manage Ticketing and KBs. Also, we feel like we were forced off the On-Prem platform - being pushed to the Cloud software. Not liking this push, we decided to go to another provider instead.

Kayako Feature Ratings

Organize and prioritize service tickets
8
Expert directory
3
Subscription-based notifications
9
ITSM collaboration and documentation
8
Ticket creation and submission
7
Ticket response
8
External knowledge base
7
Internal knowledge base
8
Customer portal
Not Rated
IVR
Not Rated
Social integration
Not Rated
Email support
9
Help Desk CRM integration
Not Rated