Kayako - Helpdesk

[steele_uk]

Can i get peoples opinions on this please?

 

Ease of use- staff buy in?

 

And very importantly AD integration, i am hoping that users don't have to seperately log in to Kayako use it. It would be great if it was using windows login credentials.

 

Cheers

[ful56_uk]

Hi

 

Yeah i run it here, I think it is excellent links into the AD so users can submit tickets, I dont think it will allow users to auto logon but I might be wrong, I have set it up to logon with the AD so same username and password, ill have a look on my suite and let you know. other than that excellent product use it all the time.

 

Mark

[Sylv3r]

We use it here and will be fully rolling it out to all staff in September they is about 25% using it now. As has been discussed we logon using the AD credentials but I don't think it can silently login - it may be worth checking the Kayako forums or posting a request within their.

 

Thanks

[Edu-IT]

I've looked around their forum and their products do integrate with Active Directory but it appears as though users will have to login to the helpdesk in order to use it using their Windows login credentials. It'll not sign them in automatically if they're logged in to the network.

[SOSAGES]

its good (the best i could find) but it could do with some work, its not the most friendly thing to use especially to make it look how you want it to.

 

its not perfect but its good enough for now

[Edu-IT]

its good (the best i could find) but it could do with some work, its not the most friendly thing to use especially to make it look how you want it to.

 

its not perfect but its good enough for now

What parts of it do you like?

[tom_newton]

Its what we use for our helpdesk here. I'd rate it as not much better than "OK", but I don't interact with it as often as some colleagues, and we probably give it more gyp than most users

[Oops_my_bad]

we use Kayako but having teachers login to the support site to raise a ticket would be asking too much of them

 

Here we just insist they email the helpdesk address - this gets piped by kayako and we can track stuff from there/send updates.

 

It's not entirely FITS compliant though, particularly the reporting. But we are using an older version so it might have changed a bit.

[AndyD]

You can read what people have said about Kayako in this thread about different help desk solutions (http://www.edugeek.net/forums/how-do-you-do/19038-helpdesk.html)

 

My post:

 

I decided to go with this after unhappiness with previous solution (see below). I came across Kayako after requesting support for some education software we have and noticed they used it. I really liked the simple interface for the teachers to request support and for the various options for me to help keep track and prioritise tickets.

 

I would recommend Kayako