Customers

Kayako is easy to set up and support has been fantastic

"We chose to adopt Kayako as a way to enable our sales team to better interact with our website visitors. We wanted to learn about our visitors; see what they were doing on our website and how they found us.

Our team was able to hit the ground running. With Kayako's visitor monitoring, we could see the search terms a visitor used in Google to find our website as well as the pages they had looked at so far. Before a conversation had even begun, our agents could use Kayako to identify high priority and high potential leads. The return on investment was almost immediate.

The Kayako helpdesk and live chat has made supporting thousands of customers much easier - our issue turn-around times and workload is measurably down. We have been able to achieve far more with less, and our customers are happy about having instant access to support tools (like the knowledgebase) and our agents (through live chat).

Kayako actively helps us to keep on top of things and provide timely responses to our users

"mtvU Online supports a large network of sites and users with different needs. We receive large amounts of support request every day, and Kayako actively helps us to keep on top of things and provide timely responses to our users. We found the Kayako portfolio of products to be exactly what we were looking for in a helpdesk system."

As an enterprise, we needed the absolute best tools available. If you're thinking helpdesks, you should think Kayako

After careful evaluation of several support platforms, we decided to adopt Kayako's hosted platform. Kayako were more than capable in handling all of our global support needs. Most importantly, we picked Kayako because of its long-standing reputation in helpdesk software and outstanding value for money. Despite the relatively low price point, Kayako far outstrips its competitors on features with no corners cut.

Our support desk never sleeps, so reliability is on the top of our shopping list. With Kayako, we can sleep at night knowing that our support desk will be well looked after. We save a great deal of money because all of the maintenance and hardware upkeep is handled for us.

Being an international business, multilanguage support is on top of our list of key features. Kayako’s platform allows us to deliver customer support in multiple languages (from English to Japanese, Chinese, Korean, Spanish, Portuguese, etc.), and adding a new language is a breeze. The platform scaled to our demands with ease.

Our customers love to connect with our agents using live chat. The customer has ability to select a local language support specialist based on availability and then start a chat in their local language. The process is seamless, and truly adds a human touch when engaging our customers over the Internet. By using live chat for customer support, we find that issues resolved quicker (there is less to-and-fro) and customers are much happier as a result.

When deciding which mediums we would use to deliver customer support, one of our concerns was that things would become disjointed should we need separate systems for live chat, support tickets and the knowledgebase. Kayako solves this problem for us by integrating all of our customer support channels into one place.

Another feature we particularly love is that Kayako presents a glance view of a customer's chat and ticket history for each customer. Everything is there, in one place. If a customer follows up on a past issue in a new support ticket, our agents are immediately on the ball.

As an enterprise with a large customer base, the reputation of our customer support department is critical to us, so we needed the absolute best tools available. If you're thinking helpdesks, you should think Kayako.

Kayako enables us to share experience and knowledge to enable better communication

"Macmillan Education is a global educational publisher with customers all over the world. Customer satisfaction and service is at the heart of our business.

Macmillan Education has been using Kayako’s customer support platform for nearly two years and we are very pleased with the solution it has provided for both our staff and more importantly our customers.

We have trained all key customer facing staff around the world to use the software to respond to customers. Kayako has provided us with a tool that we can use to share experience and knowledge to enable better communication.

The hosted solution is perfect for our needs and gives us the control to manage amendments and upload version updates.

The system is easy to use and features such as the predefined replies and knowledgebase have been instrumental in providing efficient customer service for our staff. Our customers are able to find quick answers to their questions or contact us easily via the customer helpdesk.

The support and response time provided by the Kayako team is excellent with concise and detailed answers."

Even our computer-shy customers have no issues using Kayako

"Our team was able to hit the ground running. Kayako is a beautifully designed product, the attention to the little details makes working through support tickets a breeze. The good user experience extends to the customer support area which even our computer-shy customers have no issues using.

As vendors of product and services support in the learning domain thousand, reliability and high availability of our support desk is absolutely crucial to our business, and Kayako's hosted platform has been outstanding. In one of the few occasions where we have run into an issue, Kayako's team have been prompt, friendly and effective in helping us reach a resolution. We have always felt in safe hands.

Kayako takes care of all the maintenance, hardware and technical stuff so that we can concentrate on what we do best - supporting our customers. Since rolling it out, we've been able to deliver quicker and more effective customer support. Our team is happy and that must have rubbed off on our customers, because they're happy too!

We would emphatically recommend Kayako's hosted solutions to any organization that needs a reliable, scalable and hassle-free support desk."

Kayako allows us to more effectively manage, monitor and deliver customer support

"Kayako has provided Pellerin Milnor with a cost-effective helpdesk management solution that has allowed the company to more effectively manage, monitor and fulfil end user support requests for IT issues and internal manufacturing process change requests. The Kayako solution was easy to implement and support as well as enhancements on the product have been outstanding."

Kayako helps us to optimize the way we work, fully servicing both ours and our customers' needs

"Thrane & Thrane provides communication solutions to people whose needs cannot be covered by traditional communications technology. We offer communication solutions for four market areas: aeronautical, land mobile, maritime and systems, and our customers vary from the Mediterranean fishermen spending weeks in a small fishing boat, the high profile journalist reporting from the hotspots of the world, to the army communications specialist or the Fortune 500 CEO crossing the Atlantic in his company jet.

Our customers have one thing in common: they will not accept limits imposed by circumstances, technology or other people. And they will not compromise on their need for communicating or on the products they choose. Thrane & Thrane solutions are created for them.

To serve our partners from a helpdesk, we have around 30 support engineers located at 5 different locations on 3 continents. This setup allows follow-the-sun support as well as local language and culture skills. In order to optimize our support to our partners Thrane & Thrane A/S has been using the Kayako suite since 2005.

We have found that Kayako's helpdesk system helps us optimize the way we work, integrating our different support locations, providing a professional platform for our partners to use and secure fast turnaround times on support matters. The way we use Kayako today is based on 80% the standard software and 20% on specially programmed add-ons ensuring the that helpdesk system is fully tailored to our organization and strategy.

We have found Kayako to fully service both ours and our customers' needs. With more than 320,000 downloads from the Kayako download center and more than 140,000 tickets, we feel very confident about the system and its performance."

Kayako has everything in the right place and everything makes sense.

"With more than 100 million users across the world, you could say that our support desk is well run in. We've been Kayako fanatics since 2006.

Feedback from our team is consistently great. Kayako has everything in the right place and everything makes sense. It is an all-round good user experience, for our customers too. No one likes using an ugly app. With Kayako, form and function is balanced - something their competition hasn't managed to do.

It was particularly important to us that our customers would have an easy time getting into the support portal. Because Kayako's interface is so inviting, they needed no encouragement to get using it.

Kayako makes our job easier and has been invaluable in helping us deliver better customer support. We love our support desk!"

Kayako is a fantastic system, is easy to use and has become an essential part of our business

"Kayako is a fantastic system that allows us to easily manage our customer service inquires and capture the business intelligence we need to improve our operations. It is easy to use and its flexibility gives us options to continually customize as our needs change. It has become an essential part of our business."

Kayako has enabled us to deliver a higher level of service

"Brisbane Grammar School chose Kayako as its helpdesk system when replacing a paper/phone based system some years ago. Kayako has enabled us to deliver a higher level of service.

Jobs can now be easily allocated to the correct person the progress tracked until the issue is closed. Clients particularly like being able to send an email to start a ticket. Support staff are very happy with the software. The reporting feature of Kayako has enabled us to provide information to management regarding the frequency of requests, response times etc. This has been very useful. Overall we are very happy with Kayako."

I would definitely recommend Kayako to other academic and not-for-profit organizations

"We started looking at help desk solutions when we decided to expand the support from the Office of Information Technology to the majority of our academic units within the College. We wanted something with a very user friendly experience for our end users, as many were not very tech-savvy and had a negative experience with helpdesk software in the past.

We evaluated several products and ultimately decided upon Kayako for several reasons:

First and foremost, it met all of our needs and requirements at a basic level (tickets, priority levels, submit tickets via email, etc). Second, it was based on open source technology which we try to support and have a lot of familiarity with. Third, the price was very reasonable and much better than almost every other option we looked at. Fourth, it had some very nice features that while not requirements, have proven invaluable (chat feature, F.A.Q., Instant Response System, etc.).

All-in-all, Kayako has proven to be the perfect solution for our organization and I would definitely recommend them to other academic and not-for-profit organizations.

In all aspects, Kayako provides Namecheap with value in buckets

"As one of the leading Internet and domain services providers, our Internet-based customer support is very important to us. We require something reliable, reputable, good looking and accessible. In all aspects, Kayako provides Namecheap with value in buckets. Its integrated ticketing, chat and email makes it very easy to use and to keep a hold of all our customer support correspondence.

One of the things we most value about Kayako is how carefully they have thought about actual real life support processes.

Being able to set up predefined responses is time saving, but the best bit is the 'Instant Response System' - Kayako automatically searches our knowledgebase and offers up suggestions as the customer types out their query. This reduces our work load and pleases our customers as they get genuinely instant answers.

With Kayako, our support desk is putting our knowledge to work for us!

Everyone at Namecheap is really satisfied with Kayako and are looking forward to seeing what new developments they have in store!"

We have used Kayako since 2006 and we just love it

"Kayako is the most stable and secure helpdesk software that we have found. We have used it since 2006 and we just love it."

Kayako is an ideal tool that helps us deliver the rapid service that our customers have come to expect

"Companies can live or die on their response times to customers and we have found Kayako an ideal tool to ensure we deliver the rapid service that our customers have come to expect. Add to this the SEO improvements you can get from making good use of the knowledgebase features and this is a must-have tool for any business that takes pride in good customer service and support."

Your team has been absolutely amazing

"So far, I must say that Kayako, the product and your team has been absolutely amazing."

Feedback from staff is positive - Kayako's feature set is complete and the pricing can't be beaten

"There are several reasons why I chose Kayako for our department at Caltech. I initially researched this product because we have two instances already in house at the Infrared Processing and Analysis Center being used by the Spitzer Science Center and the NASA Herschel Science Center projects.

Feedback from the staff who installed and manage the software was positive both with the product features and the Kayako support staff. Having knowledge available both from staff I work with as well as from Kayako is a real plus. The feature set is complete and competitive with other major products I researched and the pricing can't be beat.

The Kayako software met all the requirements defined by our IT group. These include the ability to import tickets from our current ticket system, email ticket submission, customizable ticket views, canned answers, knowledgebase and reporting."

The relative small cost of this software pales in comparison to the rise in efficiency of our helpdesk team.

RSPCA Queensland IT helpdesk supports over 500 users and 250 Desktop/Laptop computers across Queensland, Australia.

Prior to the adoption of Kayako, the IT helpdesk managed all support issues via a single email mailbox. This method of support was cumberson and also difficult to track communication between support and staff.

Kayako has all the functionality required for our helpdesk and is perfect for our needs. Email integration of tickets makes it a piece of cake for our staff to communicate issues with the IT helpdesk. At a glance, we can see the flow of communication from initial contact to problem resolution, providing us with a much needed audit trail should problems any arise. Staff training is minimal thanks to the advanced email integration.

We are very impressed with Kayako, the relative small cost of this software pales in comparison to the rise in efficiency of our helpdesk team reducing the average waiting times till problem resolution.

We have no problems recommending Kayako to any organisation requiring a powerful and easy to use support platform.

Kayako as enabled us to provide far superior support to our national and international user base

"The use of Kayako as our helpdesk platform has enabled us to provide far superior support to our national and international user base, by responding more effectively and rapidly to queries, with fewer dropped tickets. The transition from our previous e-mail based user support system to a web-based Kayako helpdesk has been surprisingly painless, for both staff and users.

The concept of "departments", combined with a highly customizable alert system, has made it possible to automatically direct incoming tickets to those on our staff most qualified to respond. One of our users quoted: "the new helpdesk has been fantastic, it has worked extremely well; I use it a lot!". Indeed, Kayako is very intuitive for both helpdesk staff and users.

One of the most powerful aspects of the Kayako helpdesk for our application is the ability to search on ticket content, which allows us to identify themes or problems that multiple users may have, and shows us where we might need to improve our documentation or add articles to the knowledgebase."

There is no doubt that Kayako has saved us a lot of time and energy, we couldn't live without it

"With the increasing use of technology in education, the complexity of the systems we have at our campuses is also increasing. We needed a flexible and complete solution for our HelpDesk departments. After reviewing several very expensive tools, it became evident that Kayako was not only the right tool for us, but the price was extremely competitive. Our helpdesk team really couldn't function without Kayako now.

Although we are not a 24/7 organization, teachers and staff at our schools require immediate help when they have computer or technology problems. Opening a ticket and waiting for a few hours isn't an option when a teacher is standing in front of a class of students trying to get his/her computer or projector to work.

Kayako's ability to priority and route tickets allows us to get the right people working on the issue without wasting time. There is no doubt that Kayako has saved us a lot of time and energy in how we tackle technology problems, and our teachers thanks us for it.

Evaluating software is always a bitter-sweet experience. In most cases the software you really want is priced beyond your means. Or, starts off reasonably priced, but quickly increases as you "add on" the features you will need. Kayako is one of those rare situations where I felt like I not only found software that fit all our helpdesk needs, but it included MORE features that I now couldn't live without. For example, publishing a knowledge base has actually reduced ticket numbers because it is so easy to set up and use. We are very happy with Kayako and recommend it highly."

We recommend Kayako to anyone looking to get a grip on their support correspondence and bring resolution times down

"ICANN (Internet Corporation for Assigned Names and Numbers) is a private sector, not-for-profit organization established to oversee a range of Internet related issues and tasks.

Since 2007 we have used Kayako for helpdesk deployments across the organization. We required a secure, reliable and scalable helpdesk platform on which we could deliver multiple streams of customer support. Kayako provides an out-of-the-box solution that has helped us optimize the way we handle email correspondence.

We predominantly deliver support through tickets and email. In this regard, Kayako enables us to pool all of our email and Internet support correspondence into one place. Our staff log into the control panel to collaborate on tickets and share the workload. From anywhere and any place, our staff and customers can access the helpdesk and update tickets.

Kayako has been an invaluable tool in our consolidation of all sorts of correspondence into one place for better management, the direct result of which has been that we are able to resolve more tickets in less time.

It is often that tickets that come into the helpdesk which require the attention of several people. Tasks such as dispatching, assigning and releasing tickets is made simple by Kayako. We combine this functionality with ticket filters and labels to generate lists of tickets that require attention or the expertise of specific people. We would struggle to this effectively without Kayako because inevitably someone would forget to forward an email or leave someone out of the CC list.

Tickets never go stale or are forgotten about because due time and last update tracking is clear and obvious at all times. We use Kayako's automatic escalation rules to bring 'late' tickets to our attention.

We recommend Kayako to any organization looking to get a grip on their support correspondence, bring resolution times down and provide a simple and intuitive interface for their staff to work with."

Kayako has really helped us to improve our customer support and workflow

"Stardock’s adoption of Kayako's helpdesk solution has really helped us to manage and improve our customer support and workflow.

The ability to sort and filter incoming requests is great, as well as allowing not just pre-defined responses, but a public knowledgebase and downloads repository for distributing fixes to our customers. All of these makes it easier for us to provide quick and helpful answers to our customers."

The implementation was a breeze.

"After having used at least four of the so called top helpdesk applications over the years, we came across Kayako. Immediately it was obvious to us that they had all the features that we needed and offered a superior solution compared to those even higher priced.

We decide to install the application on our servers, the implementation was a breeze, we were using the application within four hours including training.

We have been using Kayako for about two years now, and all this time never had to worry about the application at all, works like clockwork."

We never have to worry about the reliability of our helpdesk.

"We carefully evaluated a number of competing products, but selected Kayako for its ease of use and flexibility.

Our campus community praises Kayako for its clear tracking of issues and the simple intuitive interface. Our use of Kayako is an integral part of the support we provide, including knowledgebase self-help, live chat, and after hours incident reporting.

Kayako has proven to be so flexible that we have even expanded the ticketing system to our business office and student affairs department. The product is also a key component of our ongoing audit compliance, our auditor has even recommended Kayako to their other higher education clients!

Most importantly, we never have to worry about the reliability of our helpdesk software. Even during emergencies, Kayako has been up and has allowed us to manage those crises."

Our central IT section were blown away with what Kayako could do for them

"We have been using Kayako for almost four years now and have been very impressed with the features available at such a reasonable price. We have been using it for managing our IT Helpdesk but more recently deployed it to support our Student Office function, which is run by 14 staff handling hundreds of tickets per day from on-campus students, our international students in Dubai, India and elsewhere.

This implementation has made it much easier for our Student Office manager to ensure that the service provided is meeting its response targets while also providing an enhanced service through use of the knowledgebase, downloads and news. It has proven itself to be a very robust product for us with a comprehensive array of features that have been very well received by our users and staff.

Our central IT section are in the process of reviewing their current helpdesk solution, which costs them £1000s per annum and doesn't address many of the things they would like it to be able to do. I demonstrated Kayako to them last week and they were blown away with what it could do for them, considering how little it costs. So it is quite likely that we will be using Kayako right across campus for all of our IT Support Desk within the next 6 months."

From the day we started talking with Kayako, we realized that they share the same passion for Customer Wow as we do.

"We looked for a solution provider who could identify the problems that were affecting the productivity of the organization, and make recommendations which would help us achieve our core objective.

The time saved processing quotes through the ticket system has been huge. No lost opportunity in managing quote inquires through Kayako. No emails fall through the cracks now that we have Kayako.

We don’t really understand how our competitors can decide not to be customer focused. We didn’t have to think about that at all. Without customers, there’s no company. We have very high expectations about how our employees take care of customers. It’s not altruistic - it’s just good business.

From the first day we started talking with Kayako, we realized that they share the same passion for Customer Wow as we do. Their tools and experience help us make this philosophy into a reality – effective, prompt, and succinct support. The Kayako team has bent over backwards for us, building in features we need. It’s rare to find a team that responsible."

Read the full case study.

As a product, Kayako gives us the tools to improve customer satisfaction. As a service, Kayako's team are always friendly, responsive and always there

"We were looking for a cost-effective and feature rich support desk, but we didn't want to spend too much time with the hosting of it. That is when Kayako's hosted solution came to the rescue – it was exactly what we were looking for.

As a product, Kayako gives us the tools to improve customer satisfaction. As a service, Kayako's team are always friendly, responsive and always there.

We love Kayako!"

Thanks to Kayako, we canturn around much higher issue volumes per day, per employee

"We had tried three solutions prior to choosing Kayako: two helpdesk solutions (which relied on proprietary or new technology to us) and originally just a standard mailbox. The first reason for choosing Kayako was the feature set, especially considering the price of the software. The key differences for us were unlimited staff accounts, external open knowledgebase and integrated UI (all things on one page tickets/knowledgebase/users etc). Secondly, we got a recommendation from Qbik, the authors of Wingate.

We had three main problems that needed solving, and we found Kayako answered each one of them.

Firstly, we need to prioritise our tickets. We had two levels of support initially (we now have four), and we needed a way to give the higher priority Premium Care support tickets priority, in the other two solutions we could to a certain degree, but the UI was impossible to see on one page all the tickets and where you were at any point. Kayako's "Department" feature allowed us to correctly view and set priority, mostly this happens by default, but the ability to easily move a ticket between departments is essential.

The second problem was an external open knowledgebase. We needed a way to reply to tickets and use them in creating knowledgeable articles, and create articles independently. Kayako does this perfectly. Predefined replies were a bonus (and being able to insert knowledgebase articles/pre-defined into replies, how cool is that).

Thirdly we needed to try to encourage self help in our user base. I had previously spent a good deal of time creating a web site section with tips/tricks/known issues and how-tos. It took hours of my time and as we grew so it did, but so did the maintenance time. Done regularly, the KB system is a breeze, with almost no additional overhead.

Dealing with Kayako has been very positive, and each time the support team have been involved they have always spent all the time they needed to assist fully with any query.

The benefits have been significant. Per employee we are able to turn around much higher volumes per day in terms of ticket responses/closures and I am convinced we have a much higher self-help “rate” than we used to have."

Kayako completely changed the way we provide support to our customers

"Kayako is great! The day we installed the application completely changed the way we provide support to our customers. Since then customers are very happy. Its simplicity and ease of use save us a lot of work. Definitely will recommend this product to anyone who does customer support."

Kayako is a critical piece of our customer service commitment

"In the early days of Chess.com we chose Kayako because it seemed cost effective, intuitive, and easy to install. All of that turned out to be true. And now, three years and two million registered members later, we’re also grateful it can scale and handle the many hundreds of support tickets we get each day!

Kayako is a critical piece of our customer service commitment and I have always recommended Kayako to anyone who asks about starting or improving their online customer service."

When compared against other solutions on the market, Kayako was above and beyond anything offered by competitors

We found that Kayako offers an excellent product for an amazing price. When compared against other solutions on the market, Kayako was above and beyond anything offered by competitors. The amount of features which were included for the base package price, as well as the support provided by Kayako was too hard to pass up.

We’ve been able to manage our entire IT department across two institutes using Kayako, and decrease the amount of time spent doing ‘corridor support’ (jobs where we are caught up outside of the office). We have also been able to link Kayako in with other key support systems (printers/HR/IT/finance) to create a single point of contact for any support query.

Kayako is a fantastic product – we are incredibly happy with it, as well as the support offered by the Kayako support team – every issue we’ve had with our central helpdesk has been fixed promptly and has always been followed up with questions in regard to our satisfaction with the support we received.

We enjoy the ease of use with Kayako – how any user from any department can connect in and use the product easily – the ease of use for end users has been amazing, with both email submission as well as the central website interface is very clear and straightforward.

The central point of contact for end users has been invaluable – our clients know that there is a central place to find information in the knowledgebase articles, as well as the ease of use for everybody involved with the system.

The knowledgebase module is fantastic – the other features we enjoy using are the SMS alerts for critical jobs (set up by our team here) for critical notifications – the escalation procedure is well organised and thought out as well.

In summary, we have found no match for the ease of use, support, price or configurability which is offered by Kayako. We have been using Kayako since 2006 and have found it very easy to upgrade, configure and tailor to our specific requirements here at QBI. We’ve gone from a team of four using the product to well over a team of fourty at the moment.

We’re very happy with the Kayako product and look forward to all the upgrades and future features which will be rolled out."

We have seen a clear reduction of resources required as a result of implementing Kayako.

"Kayako has helped MSI UK to streamline the way we communicate with our end users though a simple and manageable system.

The ability to customize and adapt the platform over time has helped us maximize the benefit to our customers. We have seen a clear reduction of resources required as a result of implementing the package, and this has been achieved with no detriment to the quality of service.

Kayako support, although handled online has been first class and arguably better than many telephone support services.

Live chat has been a feature we have not fully implemented, but the fact it is there offers a large amount of flexibly for where we take wish to take our support in the future at no extra cost. In terms of product and value for money I believe Kayako would be a valuable addition to any company looking for an end-user support platform."

Kayako has positively and profoundly impacted how we interact with our customers

"We’ve been using Kayako now for a little over two years and the helpdesk has positively and profoundly impacted how we interact with our customers daily, and has allowed us to build meaningful relationships with them while also providing clear, concise customer service. The tools are both robust and easy to use for my staff and allow me to track our day-to-day communications with customers with ease. In short, Kayako is tops!

I could wax eloquent about Kayako for a while, actually, but I would hope that’s not necessary as I believe that it could sell itself pretty easily."

Since setting up Kayako, our support volume has grown by a factor of 10, and Kayako grew gracefully with us

"A few years ago, all of our support staff used a single email address set up as a distribution list to handle support requests. This quickly became unmanageable and we'd lose track of who was handling what issues.

We decided we needed a system to help us manage the process, so we looked at what was available. We chose Kayako because it offered all of the functionality we needed and was very affordably priced in comparison to other products.

Our customer base and volume of support emails has gone up by a factor of 10 since we first started using Kayako. The great thing is that the software has grown with us; it's a very good bit of kit and equally as suited to small business with one support rep and a hundred customers as it is to a business with 10 support reps and tens of thousands of customers.

I highly recommend it to anyone needing a solution to manage customer support online."

Our team now has one place to see open issues, assign work, track progress and document solutions

"Two years ago we looked over the landscape of helpdesk offerings and picked Kayako after comparing its functionality and value against all its competitors.

It was one of the best software decisions we've made. We continue to be impressed by Kayako's intuitive design, straightforward configuration options and well executed features and capabilities. Our staff quickly became familiar and comfortable with Kayako's ticket submission process and our IT team now has one place to see open issues, assign work, track progress and document solutions.

Both employees and IT staff are able to quickly enter, review and update tickets and the interface to our Exchange Outlook email environment works perfectly. Kayako really offers all the features you want, the intuitive design you need and the low cost/high value solution your budget allows."

All in all, Kayako is hands-down the most feature-rich, user-friendly and flexible platform I’ve come across for customer support

"I selected Kayako for its low entry-point pricing and the ability to modify code to suit our department’s needs. The fact that it was written in PHP and was server-platform neutral was very appealing. We also liked that we could have technicians on any OS platform (Linux, Windows, Mac) because all that was needed was a web browser.

Before we moved into Kayako, we were managing support incidents/requests with a shared Outlook inbox. There was little to no accountability. We could see that an email was read, but had no idea if it had been replied to, and if so, who and when? This created a terrible experience for the customer. Once we implemented Kayako, the customers immediately praised the increased communication, and as a team we immediately noticed an increase in quality of communication and collaboration, especially between our Support and Development teams.

We also loved the integrated FAQ/self-service feature. We loaded commonly-requested downloads into a custom payload installer which allowed the customer to download the software to their system and install it on-demand without Administrative intervention. We were able to keep track of the number of downloads and link to the downloads directly from within the context of a support incident. This helped immensely cut down on the “could you please install X software” incidents.

One other feature that we loved in implementing it was that we could have emails pulled into the system, so to the end user, they could still submit work orders to the normal email address that had been using for years and immediately receive an acknowledgement of their work order, with a clear explanation of how long they should expect to receive a response. The ability for the customer to log in at any time and add new information, as well as check up on the status has improved the level of customer satisfaction immensely.

We also especially loved the LoginShare feature. We wrote a custom LoginShare module that ties in with our Web-based SSO system used on our campus. This improved the level of experience for the customer, as they don’t have to learn and remember a separate password just to get service. They are presented with the familiar eRaider prompt and then logged into our system. The ability to customize phrases, words, CSS and HTML all without modifying any actual code in the system is invaluable when it comes time to upgrade.

All in all, Kayako is hands-down the least expensive, most feature-rich, user-friendly and flexible platform I’ve come across for customer service and support – both for the customer and for the technicians."

With Kayako, our response times to our users have decreased and it makes our jobs so much easier

"TuneWiki deals with over 100 emails a day. Before we had Kayako, we were using our normal inboxes to manage all these emails.

Since purchasing Kayako, our response times to our users have decreased and it makes our jobs so much easier! With the knowledgebase feature on the client side of the product, we were able to make a ton of frequently asked questions and general knowledge available to our users that automatically appears for the users before they submit their questions to us. That means we answer less of the day-to-day basic stuff that we did all too often.

We highly recommend Kayako.

I would have no hesitation in recommending Kayako as the number one helpdesk for use within education

"We have been using Kayako as our ICT support helpdesk system since November 2005. We are a college of over 1,500 users and 1,200 devices, and with the increasing number of 'corridor requests' reported by both staff and students it was felt we required a helpdesk solution to help us log all job requests. Since introducing the Kayako helpdesk system to our college, we have noticed we have massively improved our communication with the end user until job closure.

After researching various helpdesks available on the market, and after a short evaluation of the self hosted Kayako helpdesk system, we decided Kayako was the product for us. The first point of contact for staff with technical issues is now the helpdesk, which includes the tracking of all jobs, reports to produce work schedules as well as a comprehensive knowledgebase system which moves the ownership from the technical support team to the end user for simple queries.

I would have no hesitation in recommending Kayako as the number one helpdesk for use within education."

Kayako has transformed the support service that we are able to provide to our customers

"Anritsu uses Kayako to manage customer support tickets for a range of different software and hardware products. It has transformed the support service that we are able to provide to our customers!

Our staff and customers really appreciate how Kayako automatically tracks different types of correspondence, freeing up valuable time to focus on resolving issues.

Though we’ve done a lot with the system out of the box, our IT staff have been able to add business specific customisations due to its open, clearly laid out source-code and database design."

It’s not often that one can claim a ROI within months of purchasing a product, but that’s exactly the case with Kayako

"It’s not often that one can claim a ROI within months of purchasing a product, but that’s exactly the case with Kayako. We don’t even use all of its functionality yet. It’s been barely 4 months, and already I could not do my day-to-day operations without it. We have looked at other ticketing systems over the years, but their complexity usually turned us off before even completing the deployment. It was literally minutes to deploy Kayako, and a couple of days to tune it to our environment using Open LDAP and IMAP. The technical support from Kayako was so prompt with their live chat, I didn’t even have time to think about a problem before it was solved.

I can justify three times over why I need Kayako: the knowledgebase and the news modules alone are welcomed by our end users who love the searchability. The ticketing module keeps all the information, communication, and notes together for the tier-one support staff, making it easier to escalate when necessary. The tasks and calendar modules have made my job easier, shaving almost 2 hours a week off managing the IT crew’s priorities."

We have found Kayako to be an incredible aid to our clients and, subsequently, to ourselves as a company

"Since we began using Kayako, we have found it to be an incredible aid to our clients and, subsequently, to ourselves as a company. Due to the many facets of our business, we required a single, central location wherein clients could receive extensive online support as opposed to contacting us directly. This would allow clients to find the answers they wanted instantly and allow us to more frequently allocate our staff to projects other than support.

Clients can immediately find the information they need in Kayako's Knowledgebase and Downloads sections and, for any information they can't find, they can contact our support team via Kayako's ticketing system. With the ability to assign tickets to individual support members and write notes right into the ticket, we are able to focus our efforts on helping our clients more efficiently, which benefits both ourselves and our clients.

You won't find a better product out there, let alone one that is so affordable."