Kayako Software

Save much time to handle and manage request from customer which they sent to us via emails from multi channels and helpdesk

Pros

I like the way it handle and create new ticket from email. That's very helpful as we dont have to check email everyday for new request from customer. And the way it handle tickets are very smart and easy to use. You also can sort the ticket with many filter too. That's very helpful. You could also assign a ticket to other staff or department which helps customer have a right and correct answer, even when they send new ticket to wrong place or email

Cons

It does not link well to Magento, so you cant look up customer database or their order to get more info before reply customer ticket

If you want to use Kayako in another language, although they claim that you can "deliver a tailored customer experience on a worldwide scale with localization", it's not true. You can not translate a lot of things, and some of them are the core of the customer experience.

So, in English, it's a good software (one the best maybe), but impossible to use in other languages.

Pros

Chat + Ticket system integrated

Cons

Not localized (just English)

Report sucks should not have to know how to write a sequel query in order to run reports. That is totally ridiculous in this day and age. I should not have to have a manager with programming that experience in order to provide daily reports.

Pros

None

Cons

They have not kept up with their competitors

As far as Pros go...I have zero to give. We tested this system as we were refereed to them from a partner of ours who apparently loves it. I still can't figure out why. It is easy for a customer to create a ticket, but as far as the backend goes, it is very outdated and to make one change, it has to be done in several locations within the system. Very time consuming. The tried to get us to come back by offering us a discount, but a discount isn't what I wanted. I just want a system that works. This one, well it doesn't.

Creating tickets is crude. Very difficult to follow. Although creating a ticket if you are an end-user seems simple enough, managing the details of a ticket, its status, searching for it if you don't know the ticket number, creation of custom detail screens, etc., is horrible.

1. Easy to install/maintain
2. Easy to use
3. Customers love it

Simply the best Helpdesk Software you can get, I recommend it to all my colleagues who ask me for one.

Pros

Amazing front end, compatible with any kind of web server, LAMP, WAMP, WIMP, as long as you have PHP and MySQL, you are all set, no need of secondary Java Application Server.

Cons

None so far.

We use Kayako mainly for ticket management within our organisation to support internal users, it was very important to use that our helpdesk software was able to link into our Active directory environment so we could link our users to the helpdesk. Kayako was able to do this using the loginshare functionality. Having used it now for over 6 months, we have found the software to be fully features with the ability to configure what should happen in any given circumstance. It has saved us countless support hours by helping us to manage and organise our support staff and internal resources.

Pros

Very robust ticket management, with automated responses, canned replies, knowledgebase, workflows, SLA management, advanced searching, filters and views, custom fields.

Cons

It is a little bit fiddly to get setup, as there is a wealth of options within the admin CP and its takes quite a lot of time to figure out where everything is.

We started using Kayako back when it was still on version 3 ( current version is 4.64 ). At the time we had several issues keeping track of the workload our staff were under, and this resulted in very poor customer service. Kayako helped us to organise our staff, and start putting our resources where they were needed. The SLA management is fantastic and lets you build nested levels of support to ensure we know only meet our SLA’s, but we also ensure that important customers are always dealt with asap.

Pros

The ticket management, from automated replies, SLA’s, canned responses, follow ups to detailed audit logs.
Kayako is a huge product with so many features that it will undoubtedly be able to meet any requirements, even from the largest of companies.

Cons

There is no real con I can think of, the only issue we had was the time it took us to learn the software, it can do pretty much everything, but it takes time to learn where everything is configured from. ( The admin CP is full of options all over )

Unlike many other options out there, we've found Kayako to deliver 'hardcore' functionality when needed.

None of the other apps recommended here provide such rich functionality within each channel, for example 'Kayako Desktop' is a free, native Kayako desktop app for agents to monitor website users and chat to them, take calls e.t.c. This is in addition to or as a compliment of the web-based interface.

I can't see how my team would be managing multiple chats with customers without it.

I have used this and I am surprised that the review at your website is so much biased. If you look at Kayako Forums, it ha support for all languages, they have the mobile apps, the interface which can be changed easily (I have done mine) and most important : they have download license. I have my data with me. The support has improved alot over the years.