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Kayako is the unified customer service platform that helps companies manage customer requests and conversations over any...
ManageEngine ServiceDesk Plus is a help desk software and asset management tool for small, mid-size & large enterprises to...
Starting from
30
/user
Per month
Starting from
120
/user
Per year
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henrik h.
Used daily for 2+ years
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overview of support tickets, staffmembers and ongoing tasks at customers
installation On premiss. lightning fast ticket handling for staff members and servicedesk. Ticket handling / email integration works smooth and simple
missing bits and pieces in API and datamodel. integration of the custom fields created on Ticket / timetrack/Billing
Roy P.
Computer Software, 51-200 employees
Used daily for 1-2 years
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The number of features you receive "out of the box" compared to similar solutions cannot be beaten. During our discovery phase, Kayako offered more features for the price point. Being able to create a custom portal for customers/end users and have the ability to interact via live chat is a plus.
There is a bit of a learning curve when it comes to creating custom reports. They use a proprietary language called KQL to create reports. It's similar to SQL so atleast for those familiar with SQL reporting
Adrienne B.
Primary/Secondary Education, 11-50 employees
Used daily for less than 6 months
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We use Kayako on-premise for our ticketing software to handle request and tickets. Kayako is fairly intuitive, and most users are able to do the majority of tasks we need them to. We find the on-premise solution to have the ability to be customized, which really is the biggest plus for making it fit how our workflow functions. Weaknesses are the ease of reporting, as you must be familiar with KQL to build complex reports. We have also felt like updates are a bit too few and in between. Interactions with Kayako customer service has been a challenge. The system itself can be glitchy with hard to pinpoint intermittent errors. Overall, the cost is very value friendly on a per/user basis, and it generally does what we need it to do.
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