knightrider Posted January 16, 2013 Posted January 16, 2013 Hi guys, Looking at getting a new help desk system setup and have come across Kayako. Just wondered if anybody has any good or bad info from using this. It looks good from what I've read but would be great to have opinions of folk who use it on a day to day basis. All comments appreciated Cheers Knightrider
Sylv3r Posted January 16, 2013 Posted January 16, 2013 We've used Kayako for around 5 or 6 years now and never had any issues with it. Love all the feature rich modules and utilise things like the live chat and the remote desktop connection for issues with parents, staff and students at home. We've put through thousands of tickets over the years and have nothing but compliments to say about the product. Every couple of months an update is released to get rid of any reported bugs and the wiki and forums are often updated and customer opinion certainly accounts and feature requests are also added to the product on a regular basis. It's certainly not the cheapest helpdesk available on the market considering some are free and a lot of Edugeek members are using things like Spiceworks and Liberum without any problems but I don't think I would choose to move away from Kayako.
unixman_again Posted January 16, 2013 Posted January 16, 2013 Two e-tailers that I worked at, use it as their help desk and in both cases it just worked. Very easy to support (basically I did nothing apart from slap on the occaisonal new version) and the help desk people loved the search and knowledge base features. As Sylv3r said the updates are frequent and new features are added regularly. If I had control of the purse strings. I would implement it tomorrow where I work now.
knightrider Posted January 17, 2013 Author Posted January 17, 2013 Thanks for this guys. Which version do you or have you used?
Soulfish Posted January 17, 2013 Posted January 17, 2013 We also use it. Brilliant piece of software, and once setup it just works
Sylv3r Posted January 17, 2013 Posted January 17, 2013 We use the latest version currently (4 I believe) but used it when it was version 3 and carried out an in-place upgrade with no issues.
TomCollins Posted January 17, 2013 Posted January 17, 2013 I think the poster meant which edition of the software
Sylv3r Posted January 17, 2013 Posted January 17, 2013 I think the poster meant which edition of the software Ah, Kayako Fusion
knightrider Posted January 18, 2013 Author Posted January 18, 2013 I did indeed mean which edition. Thnaks for all the feedback given, much appreciated. Knightrider
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