Feedback from an IT Department in Education

[mbraham]

Hello to anyone who is reading this!

Although my status within this message board may give the impression that I am new to Kayako's products, that is not the case. I have actually been using them since around 2006 when I purchased the owned version of Support Suite and utilised all of the module which came with it.

I have ready a lot of the threads on this forum, and found that not all of the feedback has been exactly constructive...
The problem with the Internet is that sometimes people are guilty of running their "mouth" without considering their words as carefully as they would in face to face discussions.

My experience of Kayako had been mixed, but on the whole, very positive.
In the early days, I had problems installing the product within my environment, and due to international time differences (when the main support person was in Egypt I believe?) it became quite frustrating.... BUT, that frustration was at my own lack of knowledge of anything server-side / web-based. (ASP / PHP = all total foreign language to me!)

I ended up buying external webspace and having the product installed on that. Once the product was up and running I had no problems at all.
Any time that I needed support (within the terms of my support period) it was there and reasonably fast (especially when comparing to other companies that don't even reply for days!)

As for the reasons for getting the software, and the experiences of having used it for a few years - I am VERY pleased with what SupportSuite offers me and my team.
SupportSuite has revolutionised and progressed the way in which support is offered and ran within my department and the school.
Users now have a clear understanding of support procedures, can look at the progress of their tickets (inside and outside of the building) and even chat in real time out of normal working hours (subject to one of us being logged in of course!)
The knowledgebase is a particulaly useful function that I am looking to build up this year.

All in all, I think Kayako SupportSuite represents fantastic "best value" (for non-school visitors that is the keyword we have to ensure we follow for purchases!).
I looked at other more expensive options before choosing Kayako, and am glad that I turned them down.
Kayako offers above and beyond what I need!
The fact that the company looks like it is continuing to expand (in the USA etc) and the fact that it has this thriving community of enthusiastic and knowledgable users makes other good reasons for choosing the Kayako brand!

Cheers

Mark

[supportskins]

It is really good to see some one sharing their experiences with Kayako and its product!

[jnet]

I have possitive view too. No doubt but there are somes bugs which are bugging me. because I use multi language it have more difficultiy but on the whole I like the product

+1

[Jamie Edwards]

Hi Mark,

Thank you for taking the time to post such a thorough account of your deployment, and I am happy to hear of its success - it really helps people considering deploying Kayako grasp the possibilities or conversely recognise any potential constraints.

Long may it continue, and if there is anything I can help you with feel free to get in touch

[ecornet]

Originally Posted by mbraham

I have ready a lot of the threads on this forum, and found that not all of the feedback has been exactly constructive...
The problem with the Internet is that sometimes people are guilty of running their "mouth" without considering their words as carefully as they would in face to face discussions.

I agree. Most of us are using this product for, in one way or another, customer support. I would have thought that everyone would be considerate and polite on this forum as it would be completely unacceptable to speak to customers that way.

[jfreyburger]

And from another university I will have to agree. Reporting needs to be better for accurate metrics but all in all Kayako from the beginning has help us and continue to do so.

[supportskins]

I believe a new Reporting module is being worked on for v4.