Packed with rich features

What are the best aspects of this product?

I like that Kayako offers plenty of features that save us time. Our SLA warnings ensure our agents don’t forget to update tickets when they get busy. The app offers hundreds of out of the box reports which give metrics for almost everything. The product is very flexible, which means we haven’t fully explored all the features yet, but the app works smoothly and we are looking forward to improving our experience as we learn more about the system.

What aspects are problematic or could work better?

I have no major complaints. My only small wish is that the vendor releases updates more quickly. This is because they continue to add amazing improvements to the app and I would like to have quick access to these developments.

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

We needed an app to manage our internal support and we needed to understand where our agents spent most of their time on, i.e., which users and departments are taking up most of their time. Kayako fulfills our needs admirably.

Are you a current user of this product?

Yes