Good app for basic help desk requirements

What are the best aspects of this product?

Kayako offers good ticketing features. It is simple to set up agents and users. The knowledge base helps users to resolve problems on their own. The user portal is good as users can go to this place to create tickets and read knowledge base articles while creating tickets. It is flexible and easy to create knowledge base articles. We can create articles that ours user can utilize and this reduces the number of support tickets. We have used this feature to get rid of written documents which saves us money and time, and is a green initiative as well.

What aspects are problematic or could work better?

Kayako does not integrate with remote support systems, which makes it difficult to find out which tickets were resolved with remote support help. Remote support sessions need different software and licenses. Google authentication is not used to create users and I believe we could have set up LDAP.

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

Kayako helps us monitor tickets that are created based on different criteria such as unit and location. This helps us understand where problems are occurring. We can identify the areas we need to work with to prevent downtime. Users appreciate the support portal where they can go to create support tickets to resolve their issues.

Are you a current user of this product?

Yes