Kayako Fusion Complete Customer Support Solution
Kayako Engage Live Chat, VoIP and
Remote Support
Kayako Case Support Tickets, Email and
Self-Service
Ticket and email management
Yes
No
Yes
Ticket workflows, intelligent routing
Yes
No
Yes
SLA plans, automatic escalations
Yes
No
Yes
Live chat, real-time visitor monitoring
Yes
Yes
No
Click-to-Call and integrated VoIP
Yes
Yes
No
Kayako OnSite, remote PC control
Yes
Yes
No
+ More - Less
Ticket and email management
Ticket macros, canned responses
Yes
No
Yes
Advanced mail rules
Yes
No
Yes
Custom types, statuses and priorities
Yes
No
Yes
Ticket tags
Yes
No
Yes
Advanced search builder, ticket filters
Yes
No
Yes
Custom dynamic ticket views
Yes
No
Yes
Ticket notes
Yes
No
Yes
Time and billing tracking
Yes
No
Yes
End-of-ticket satisfaction survey
Yes
No
Yes
Live chat, real-time support
Accurate geo-location mapping
Yes
Yes
No
Track and serve multiple websites
Yes
Yes
No
Staff skills, automatic chat routing
Yes
Yes
No
Automatic visitor grouping
Yes
Yes
No
Integrated VoIP phone and click-to-call
Yes
Yes
No
Screenshot and file sharing
Yes
Yes
No
End-of-chat satisfaction survey
Yes
Yes
No
Self-service
Public and internal knowledgebase
Yes
Yes
Yes
Public and internal troubleshooters
Yes
Yes
Yes
News publishing and email broadcasts
Yes
Yes
Yes
Community commenting
Yes
Yes
Yes
Search-as-you-type article suggestions
Yes
No
Yes
Custom fields for articles
Yes
Yes
Yes
Customization and integration
Broad REST API
Yes
Yes
Yes
Easy styling, simple templating system
Yes
Yes
Yes
Support for multiple languages
Yes
Yes
Yes
Custom helpdesk home widgets
Yes
Yes
Yes
Open app protocols
Yes
Yes
Yes
Active customer and developer community
Yes
Yes
Yes
Helpdesk and self-service
All solutions provide a beautiful helpdesk, with tools to publish self-help resources including news and announcements, a knowledgebase and step-by-step troubleshooter.
Reporting, ratings and surveys
All solutions come with ratings and customer survey tools, as well as a powerful reporting engine that let you measure performance and identify areas for improvement.
Customer and organization management
Build rich customer profiles with contact information, tags, notes and avatars. Organize customers using organization profiles and email domain filters.
Security and reliability
Enforce account and staff team specific password strength policies and IP address restrictions, making sure that only certain IP addresses can log into staff accounts.
Remote URL authentication
Use remote URL authentication to authenticate both your staff and users against an external user database, such as your organization's intranet.
A better customer experience
As standard.