We use Kayako for all internal and client communication in our company. Generating tickets for all communication has helped me keep track of what happens to certain tasks I assign. However, there is a constraint here. Once the ticket is moved to a different department, unless or otherwise I had noted down the ticket ID or check back using a report, I wouldn't know the tickets that were generated by me. This is an additional work.
Kayako emails don't allow us to draw tables, insert images or any graphic within the email which is also a drawback. We cannot change the font or format of the text. Unless we ourselves quote the previous emails, Kayako emails don't naturally show the thread to the recipient which also is a hassle for the recipients to trace back the communication.
The reports feature is something that is very helpful on Kayako. Being able to create as many custom reports you want and also being able to schedule them makes work easier. It would be best if Kayako can integrate a filter option on these reports so we can choose what we want to see.
Being able to add users, organizations and then assigning specific comments to them also eases the transfer and continuous reminding of specific notes from our clients.