Easy to use application

What are the best aspects of this product?

Kayako is a user-friendly software for our agents and customers. We don’t have to log into the web portal as we can see all tickets through email. It is easy to post files, documents, and articles. The software is basic and yet offers plenty of advanced features if you are interested in them. I appreciate that we can customize the website by adding our company logo to it. It is simple for each user to set up their own rules for the email notifications they get.

What aspects are problematic or could work better?

We are an international customer and had some difficulty in paying the subscription due to security regulations for international payment. But the vendor’s help agents were responsive and assisted us to resolve the issue quickly. While the system is user-friendly, I found a few of the admin features to be a little complex to use.

What specific problems in your company were solved by this product?

We use Kayako to manage the issues at our locations. We are able to know when the problems get fixed and the app allows multiple users to see this info simultaneously.

Are you a current user of this product?

Yes