Kayako

[knightrider]

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]

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]

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]

Thanks for this guys.

 

Which version do you or have you used?

[Soulfish]

We also use it. Brilliant piece of software, and once setup it just works

[Sylv3r]

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]

I think the poster meant which edition of the software

[Sylv3r]

I think the poster meant which edition of the software

 

Ah, Kayako Fusion

[Edu-IT]

Any disadvantage to using the hosted version?

[knightrider]

I did indeed mean which edition.

 

Thnaks for all the feedback given, much appreciated.

 

Knightrider