What do you like best?
Kayako offers an affordable ticket system while also giving you a couple different deployment options. You can host Kayako on site or you can opt for a cloud based system. In an effort to have less hardware clutter, we tried the cloud hosting offered by Kayako and have been very pleased. Naturally we were concerned about the speed of the product being impacted by being in the cloud. From the time I setup our ticket portal, to this current day, we have never had a noticeable performance loss or outage. We currently access our system on a 100mbps up and 60mbps down connection, which has been more than enough to serve over 300 clients.
Deployment took around three days as Kayako has countless configuration options including the ability to add your own logo and branding to make the ticket system your own. We especially enjoy this feature as remote users feel more comfortable accessing a system with our logo. Setting up and managing staff accounts is easy and can be done with administrator access, which you can give or restrict to other support technicians based on their duties.
With the cloud based solution, Kayako often provides updates which only require a quick 2-5min patch to the technicians desktop software. We have never had an issue with an update or the update process. The updates are also pushed from Kayako which makes updating all workstations very easy. We love the update process and frequency offered by Kayako.
After having Kayako for over a year, I do not see us going with a different help desk solution. The ease of setup, reliability, and constant updates will make sure Kayako remains our product of choice.
What do you dislike?
Kayako's help desk solution can at times be difficult to learn and understand as the site administrator. Kayako has very powerful reporting tools but, the reports must be run in Kayako's own language which is similar to SQL. Reporting should be a simple task but unfortunately this is one area where Kayako still needs help. A simple reporting UI would go a long way in helping site administrators get the reports they need fast.
Setting up an automated support mailer account inside of Kayako was also complex and required Kayako support. In the end, Kayako themselves had to create a job inside of Kayako to fetch incoming and outgoing mail traffic from our email server. Although this has been done, we would like to see customers have more control over this automated email system.
The site administrator account has access to lots of options while signed in. While many of the options are easy to understand, there are also many that users who are new to Kayako will not understand. We spent many hours searching the internet and the Kayako forums just to find out what some of the Kayako "lingo" translated to.
Recommendations to others considering the product
Do not hesitate to try Kayako's cloud based hosting. The speed and performance are great as long as you have decent (60+mbps down/30+mbps up) connection.
Educate yourself in the Kayako reporting language before trying to configure and run reports. This area is where we spent most of our setup time.
What business problems are you solving with the product? What benefits have you realized?
Kayako has provided a great support system for our organization. With multiple off site locations, having a robust and easy to access ticket system is vital. Kayako allows our IT staff to quickly provide support to those in need while also allowing a clean and clear level of communication between support technicians.
Since first using Kayako over a year ago, we have seen a drastic change in our ticket response times. Kayako also allows all parties involved to have a record of support requests which is something we have not had in the past. This allows us to identify trends and be a department that is more proactive instead of reactive.