We use Kayako for our service desk ticketing.
Flexible, straightforward implementation, and helpful support
What is our primary use case?
What is most valuable?
The most valuable feature of Kayako is its flexibility. We can do anything we want with it, which is nice.
What needs improvement?
Some of the reporting in Kayako could be improved. It only has two levels of classification and if there were additional levels added for reporting purposes it would be awesome for our environment.
For how long have I used the solution?
I have been using Kayako for approximately 10 years.
What do I think about the stability of the solution?
Kayako is mostly stable. There are some issues where the web engine can have some delays or take more time. However, this delay could be from the 10 years of information we have put into the solution.
How are customer service and support?
The support is very good from Kayako. However, they are in a different time zone, and that did cause some issues with licensing and making sure that we had things set up properly in a developed environment. There were some delays in receiving what we wanted.
How was the initial setup?
The initial setup of Kayako is straightforward and is easy to maintain.
What's my experience with pricing, setup cost, and licensing?
Kayako is a highly affordable solution.
I would rate the price of Kayako a five out of five.
What other advice do I have?
We are in the process of switching from Kayako to ManageEngine Desktop Central. We went through a full review of our service desk processing and one of the solutions we purchased was a ManageEngine Desktop Central. When we were looking at the integrations into the Kayako system and how it works, we found that ManageEngine Desktop Central did very similar things. It had better layers of classification, other templating, and additional features that we did not have with Kayako. Our service manager made the decision to switch at that time.
My advice to others wanting to implement Kayako would be for them to plan out their service processes first, prior to trying to implement them in the tool. We made the mistake of jumping in too soon back 10 years ago. I started using it in a way that we could have tooled it in a different way to make it better.
We could have had more implementation process information to make sure we received what we wanted to out of the solution.
I rate Kayako an eight out of ten.
