Excellent app for managing and tracking customer support

What are the best aspects of this product?

Kayako’s knowledge base is used by our agents for support reference and our end users also use it for self-help to resolve issues on their own. We are able to assign tickets to specific agents which helps us to provide excellent support and also aids in project management. We can see the ticket history of all our end users and run reports for insight on important support trends. This helps us to learn patterns in our end users’ support requirements using which we can provide training to our agents in areas where they need improvement.

What aspects are problematic or could work better?

The search functionality needs to be improved. It is hard to search for particular keywords as the articles in the knowledge base are indexed poorly. The reporting feature is also below par. It is difficult to understand the KQL language. I would have preferred SQL to create custom reports.

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

We use Kayako to resolve our end users’ software and computer problems. The app allows us to monitor and track support trends, and identify drawbacks and disadvantages in the services we offer to our end users.

Are you a current user of this product?

Yes