Experience with Kayako

[r00ster]

Kayako Users,

We are currently in the process of choosing for Kayako eSupport to become our new ticketing system. But before we start buying the owned license we would like to know more about the experience Kayako users have with eSupport.

So I would like to know the positives and negatives about eSupport you have already encountered, things that didn't work out as easy as you would expect and things that work really great. This way I hope we can get a realistic view of what eSupport is like, without any sales pitch.

Thanks
r00ster

[Joost Sanders]

Hi r00ster,

Positive:
- Great value for money
- Ideal to centralize support questions and answers
- Good knowledgebase functionality
- Flexible

Less positive (sounds better than negative :-)
- Lacks asset management
- Lacks company entity and grouping of users to a company. Workaround is using user groups
- SLA management can be really complex to implement correctly, depending on your companies SLA model
- Reporting functionality is not good

Good thing is that the upcoming v4 (ETA unkown) will address most of these less positive points.

[Milenco]

Thanks for you reply. I am working together with r00ster to research the possibility of using Kayako eSupport as a successor of our current incident-registration-tool.

Could you tell me if you had any difficulties you ran across while implementing Kayako eSupport? Also, did you encounter anything using eSupport, which you weren't aware of before buying eSupport? (Disappointments you encountered, or positive things)

Thanks again for any input!