HelpDeskSoftwareReviews.Net

Overview 
I have been working IT helpdesks for years. Kayako’s interface actually allows me to enjoy my job. I have been using this product since 2006. Over time, the product has improved year over year. The user interface is very intuitive and easy to use. Kayako is one of the best support ticket and knowledge base solutions on the market for the price you pay. 

Established in 2001, Kayako had a loyal following in the web based support desk industry. They are a privately held company, based in Punjab, India and Boise Idaho.

What are its standard features?
Kayako sets the pace for its competition by creating a support desk system with three expandable modules, SupportSuite, eSupport and LiveResponse. These three modules create a complete support interface solution, which can support any website. The suite offers ticket and email management, complete with an array of features such as desktop alerts, tasks lists that can be shared or private, and the standard calendar. Their content publishing comes complete with help resources and a knowledgebase that can be programmed to send automatic responses with ticket. The SupportSuite provides the tools necessary to manage a ticket support system, live chat, and visitor monitoring into your existing site. While many software manufacturers claim seamless integration, Kayako actually walks the talk. You can manage your support ticket system from multiple sources, within one system.

While many support ticket systems are user friendly on the front end, Kayako can claim ease of use on the front and back end. Your customers will love the straightforward interface when navigating the system, submitting for support tickets, and searching the knowledge database. With Kayako, real-time visitor monitoring and news publishing are within reach and easy to do. As all of its competition, Kayako has a handy calendar as well.

Not sure if Kayako’s solutions are for you?
They offer two types of free trial, a hosted trial, or trail with a temporary license so you can test it in your environment.

Why is their product unique?
When compared with other solutions, Kayako wins hands down for the price and easy user interface. Their modules also set them apart from the competition as they can be added or modified as the customer’s needs change over time.

What can they improve upon?
Kayako’s development and support team is based in the United States and abroad. Unfortunately, they are not very responsive to help requests. It could be the time difference, but as they already have offices in Boise Idaho, probably not. Obtaining a license takes a long time as well.  It seems that they answer tickets, so that it a plus.
What type of company does their product fit best?
Kayako’s simplicity translates well in a small, medium, and large business setting. Their flexibility makes the software easily adaptable to a wide range of businesses and industries. To date, more than 30,000 companies use Kayako’s solutions to improve their help desks and sales and operations departments.

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