Kayako advantages and drawbacks

What are the best aspects of this product?

I would mention the following as plus points: We found it easy to set up the hosted system, the app is easy to use with little training needed, good user management, helpful knowledge base, and customers and managers can easily access tickets.

What aspects are problematic or could work better?

I can point out three drawbacks: Admin should be able to create a new custom status named “Pending” where tickets can be kept in limbo. It is difficult to calculate SLAs without “Pending” time. Second, it is hard to create reports with KQL codes. Third, a user response opens even closed tickets. If a user replies with “thank you”, it opens a closed ticket. Because of this, a ticket can never get closed if a user is utilizing auto reply email, for example, with the phrase “Out of office”.

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

Our virtual teams use Kayako for speedy resolution of IT operation problems.

Are you a current user of this product?

Yes