Manage support tickets with Kayako
April 23, 2021

Manage support tickets with Kayako

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Software Version

Other

Overall Satisfaction with Kayako

Kayako is used as a ticketing system for our clients to submit tickets for support questions or issues. We use this software to keep a paper trail and client communications. It addresses issues of getting feedback from clients, keeping track of questions and issues, and letting us have a historic record of client communications. This is currently mainly used by the support department and some people in development.
  • Ticketing
  • Customizations
  • Searching
  • User friendly
  • Reporting
  • Integration
  • Ticketing
  • Historic communications
  • Web based
  • Happy customers
  • New ideas from clients through features
  • Better quality software from reported bugs
Basecamp is more for client project management and implementations.

Do you think Kayako delivers good value for the price?

Yes

Are you happy with Kayako's feature set?

Yes

Did Kayako live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Kayako go as expected?

I wasn't involved with the implementation phase

Would you buy Kayako again?

Yes

Kayako is well suited as a support platform for managing support tickets. If you need a platform for tracking communications, bugs, or feature requests, Kayako does this well. This is not used for anything much outside that. If you were to want something with client communications and project management, I would look at something like Basecamp.

Kayako Feature Ratings

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